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RestaurantEnglishF&BTopic1:ReservationWhyisthereservationsoimportant?预订为什么这么重要？高级西餐厅——进餐节奏慢就餐时间长餐位周转率低建立客人信息库有效管理餐厅座位推销饭店产品建立良好的客人关系提供优质服务提高餐厅营业额如何做好准确、娴熟的预约？HowtotakeareservationAccuratelySkillfully需要了解这些——Knowingthese:地理位置/locationEnvironment/EquipmentsSeatsCapacity座位容量Generally,wedon'ttakefullybook.通常，不接受满额预订。营业时间Thereservationwillbeceasedanhourbeforethemealtime.预订将在用餐时间前一个小时停止。菜式特色FeatureddishesReservationConditions/预订情况Prices&Paymethod/价格及付费Servicecontent/服务内容Promotions促销信息Otherpolicies/其他政策要求Pickupthephone/接听电话三声以内面带微笑标准问候Goodmorning/afternoon/evening!ThisisHrestaurant,thisisVickyspeaking!MayIassistyou?早上/下午/晚上好！这里是H餐厅，我是Vicky，有什么能帮助您的？Iwouldliketomakeadinnerreservationfortonight.我想做个今晚的预定。Makearecord做好记录MayIhaveyournamesir/madam?请问怎么称呼您？Whattimedoyouplantoarrive,Mr/Mrs+name？您打算什么时间到呢？Howmanyinyourparty?您几个人过来?Whichareadoyouprefer?您想要坐什么位置？Smokingarea吸烟区Non-Smokingarea禁烟区Indoor室内Outdoor室外bythewindow窗边inthecorner角落Anyspecialrequest+guestname?您有什么特殊要求吗？Birthdaycake生日蛋糕Babychair儿童椅MayIhaveyourphonenumber,please?能知道您的联系方式吗？Makesurethereservationisperfectlycorrect.Buthow?确保预定准确无误。Repeat/复述Guestname+youhaveyourtable（alltherequest）booked您的桌子已经为您预定好了Mr./Mrs,wewillonlybeabletoholdyourtableforupto30minutes.我们只能为您留半个小时的位置。20:00Sometimes......Suggestions/建议IamsorryMr.,Iamafraiditisalltakenat7,butwehaveanyopeningat8:00不好意思先生，我们7点的座位已经满了，但是我们有8点的。Contactyoursupervisor联系主管或领班SayingGoodbyeThankyouverymuchforcallingMr./Mrs.感谢您的来电.Haveagoodday/night.祝您有美好的一天/晚上.It’smypleasureMr/Mrs.这是我的荣幸。You’reverywelcomeMr/Mrs.不客气。预订工作结束了吗？Implementation/落实Let'sdoit！Goodmorning/afternoon/evening!ThisisHrestaurant,thisisVickyspeaking!MayIassistyou?早上/下午/晚上好！这里是H餐厅，我是Vicky，有什么能帮助您的？Iwouldliketomakeadinnerreservationfortonight.我想做个今晚的预定。MayIhaveyournamesir/madam?请问怎么称呼您？Whattimedoyouplantoarrive,Mr/Mrs+name？您打算什么时间到呢？Howmanyinyourparty?您几个人过来?Whichareadoyouprefer?您想要坐什么位置？Anyspecialrequest+guestname?您有什么特殊要求吗？MayIhaveyourphonenumber,please?能知道您的联系方式吗？Guestname+youhaveyourtable（alltherequest）booked您的桌子已经为您预定好了Mr./Mrs,wewillonlybeabletoholdyourtableforupto30minutes.我们只能为您留半个小时的位置。ThankyouverymuchforcallingMr./Mrs.感谢您的来电.Haveagoodday/night.祝您有美好的一天/晚上.接通电话时：KEYPOINTS:接通电话时：•Goodevening,thisisHrestaurant,thisisVickyspeaking,mayIassistyou?KEYPOINTS:三声接听，面带微笑，标准问候记录预约：KEYPOINTS:KEYPOINTS:记录预约：•MayIhaveyournamesir/madam?•Whattimedoyouplantoarrive,Mr/Mrs+name？•Howmanyinyourparty?•Whichareadoyouprefer?•Anyspecialrequest+guestname?•MayIhaveyourphonenumber,please?预订者姓名、就餐时间、就餐人数、吸烟与否、其他要求、联系电话确认预约：KEYPOINTS:确认预约：•Youhaveyourtablebooked.•Wewillonlybeabletoholdyourtableforupto30minutes.KEYPOINTS:复述信息、确保正确、保留时间感谢客人：KEYPOINTS:感谢客人：•Thankyouverymuchforcalling.•Haveagoodnight.KEYPOINTS:感谢您的来电。回复客人的感谢：KEYPOINTS:回复客人的感谢：•Youareverywelcome.•Itismypleasure.KEYPOINTS:不客气。这是我的荣幸。ThankYou