饭店专业英语培训(餐饮)

人力资源部1FOODANDBEVERAGEWORDSANDPHRASES餐饮部专业用语人力资源部2FOODANDBEVERAGEWORDSANDPHRASES餐饮英语培训LISTOFCONTENTS内容目录1.RECEIVINGRESERVATIONS接收预定2.GREETINGTHEGUEST招呼客人3.ASKINGTHEGUESTTOWAIT请客人等候4.THETABLEISUNSUITABLE餐桌不适合客人要求5.ARESERVEDTABLEHASBEENGIVEN为客人预留餐桌6.PRESENTINGTHEMENU呈上菜单7.TAKINGTHEGUESTSORDER为客人点单SPECIFICITEMS特选8.SPECIALDIETARYNEEDS特殊口味要求人力资源部39.ADISH/ITEMISUNAVAILABLE缺菜项10.RECOMMENDINGDISHES介绍菜品11.RECOMMENDINGDRINKS介绍酒水12．GIVINGCONTINUALATTENTION给客人持续关照13．INTERRUPTENGTHEGUEST打扰顾客14.00PS!–SPILLAGES洒落食品15.HANDLINGCOMPLAINTS处理投诉16.OFFERINGDESSERTS提供甜点17.THEHELPINGISTOOSMALL帮助甚微18.THEWRONGMEAL!上错菜品19.VERBALMISUNDERSTANDING口语误解人力资源部420.PRESENTINGTHEBILL呈上帐单21.THEBILLISADDEDUPWRONG帐单错误22.THEGUESTWASNOTSATISFIEDWITHTHEMEAL客人对食品不满意23THEGUESTWASSATISFIEDWITHTHEMEAL客人对食品满意SAYITRITHT1.RECEIVINGRESERVATIONSa)GoodmorningGoodafternoon(+outletname+yourname)MayIhelpyou?人力资源部5Goodeveningb)Howmanywouldthatbefor?c)Howmanyguestsarecoming?d)HowmanypersonsarethereinyourpartySir/Madam?e)HowmanyofyouSir/Madam?f)Whattimewouldyouliketoarrive?g)Whenwouldthatbefor?h)Whatnameisitplease?i)Couldyouspellthatformeplease?j)I’mafraidweonlyservelunchuntil(+time)k)MayItakeyourtelephonenumberplease?l)IsthereanythingspecialyouwouldlikeustoprepareSir/madam?2.GREETINGTHEGUESTa)Goodmorning/afternoon/eveningb)WelcometoourHotel/Restaurantc)MayIhelpyouSir./Madam?d)DoyouhaveareservationSir/madam?e)HaveyoumadeareservationSir/Madam?f)HowmanypersonsarethereinyourpartySir/Madam?g)willitbeatable(+numberofpersons)?h)MayItakeyourcostSir/Madam?人力资源部6i)IsanyonejoiningyouSir/Madam?3.ASKINGTHEGUESTTOWAITA)I’msorrySir/Madam.Wedonothaveatablefreenow.Wouldyouliketohaveadrinkinthebar?Weshallcallyouassoonaspossibleb)We’reratherfullthisevening,wouldyoucaretowait?c)I’msorrytokeepyouwaitingSir/Madam?d)Sorrytokeepyouwaitingforsuchalongtimee)Idoapologizeforthedelay!f)I’mafraidIcanofferyounoothertableatthemoment.Perhapsyouwouldcaretowait?RESONSWHY1.RECEIVINGRESERVATIONSToshowtheguesthowpleasedyouaretoseethem.Alwaysconfirmfacts-thenumberofpersons,thetime,thedate,specialrequirementsetc.人力资源部7Informtheguestthattablesare'givenaway'15minutes,aftertheappointedtime.2.GREETINGTHEGUESTToshowtheguesthowpleasedyouaretoseethem.Usetheguestsnameifknown,topersonalizecontact.3.ASKINGTHEGUESTTOWAITShowtheguestthatyouareconcerned,itisimportantthattheydonotfeelignored.Besincere,showtheguestyouareconcernedaboutthedelayAsktheguestsfortheirapprovalsotheyfeellookedafter.4.THETABLEISUNSUITABLEa)I'msorrySir/Madam,wouldyoucaretofollowmetoanothertable?b)I'msorrySir/Madamwe'llattendtoitimmediately.c)Whichwouldyouprefer?Herebythewindowornearerthedoor?d)I'msorrySir/Madam,allthetablesbythewindowareoccupied.人力资源部8e)WouldyouliketoseathereSir/Madam?f)IsthistablefinewithSir/Madam?5.ARESERVEDTABLEHASBEENGIVENAWAYa)I'mterriblysorry.Sir/Madam,Iwasnotinformed.b)I'msorrySir/Madam,theremusthavesomebeenmistake.c)We’llhaveanothertablereadyimmediately.d)Sorryfortheinconvenience,wouldyoucareforadrinkatthebar?e)WouldyouliketosithereSir/Madam?f)ExcusemeSir/Madam,therehasbeenamistake.PleasewaitamomentandI’llcheck.6.PRESENTINGTHEMENUa)(Openthemenu)HereisthemenuforyouSir/Madamb)(Openmenu)Wehaveanexcellent(+specialoftheday)c)ifyouneedanyhelpplease,callme.d)MayIsuggestyoutry(+item),thechefrecommendsit7.TAKINGTHEGUESTSORDER人力资源部9a)AreyoureadytoorderSir/Madam?b)MayItakeyourorderSir/Madam?c)WhatwouldyouLiketostart?d)Whatwouldyouliketoorder?e)AreyoubeingservedSir/Madam?f)AreyoubeinghelpedSir/Madam?g)HowwouldyouLikeyour(+item)?h)Wouldyouliketohave(+sideorder)togowithyour(+maindish)?..i)Whatkindof(+itemi.edressing)wouldyoulikewithyourmeal?j)Howwouldyoulikeyour(+itemi.esteak)cooked?(BlueIRare/MediumRareIMedium/Medium-WellWell-done).k)Wouldyouliketohavea(+dish)tostartwith,beforeyourmaincourse?REASONSWHY?4.THETABLEISUNSUITABLEAlwaysensuretablesarepreparedandready,iftheyaredirty,Thisdoesnotgivetheguestagoodimpression.人力资源部10Tryanddoyourbesttoaccommodatetheguestatanothersuitabletable.Makethemfeelimportantandlookedafter.5.ARESERVEDTABLEHASBEENGIVENAWAY.Apologizetotheguestandinformtemthattablesareusuallyonlykeptfor15minutesbeyondtheappointedtime.Informtheguestofthiswhentheymakethereservation.6.PRESENTINGTHEMENUPresentthemenuimmediatelytooccupyandwelcometheguestoncemorehelptheguestidentifyitemsonthemenu,iftheyarehavingdifficulty.InformtheguestofanyspecialtiesonthemenuorChefs’Recommendation.7.TAKINGTHEGUESTSORDERBeattentivetotheguest,donotgivethemamenuandreturn30minuteslatertotaketheorder.Lookforthegustsbodylanguageand/ortheymaybecallingyou.Tryandoffertheguestextrastogowiththeirmeali.esideorders;dressingsetc.人力资源部11SPECIFICITEMS:BREAKFAST:a)Wouldyoulikeyoureggs,sunnysideup??b)Wouldyoulikeyourbacon,crispc)Wouldyoulikeyourtoast,croissantsorrollsd)Wouldyoulikeyourteaorcoffee?e)WouldyoulikeyourChineseorEnglishtea?f)Whatkindoffruitwouldyoulike?LUNCH&OREVENING:a)Whatsortofappetizerwouldyoulike?b)Wouldyoulietohavesoupfirst?Todaywehave(+flavour)c)WouldyouliketohavetheTableD’HoteorAlaCartemenu?d)Wouldyoulikesomecakesorpastries?e)Wouldyoulikeyourcoffe