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Unit8TakingRestaurantReservation&SeatingGuestsTaskpreparingTaskcompletingFurtherdevelopmentLearningobjectivesTaskpresentingAssignmentsLearningobjectivesStudentsarerequiredto1.Theskillstoreceivetablereservationsfortheguests.2.Theskilltodeclinetablereservation3.Theskilltoseattheguests.电话预定无论在中国还是西方国家，通过电话预定作为已是司空见惯的事。稍具规模的餐厅一般都接受电话订位。有的档次较高的餐厅或生意特别兴隆的餐厅则一定要事先订位。而在西方，比较高级的餐厅都必须事先以电话订位。电话英语服务礼仪1）铃响三声之内接起电话。使用标准服务用语，“Goodmorning/afternoon/evening.Thisis***Restaurant.**speaking.MayIhelpyou?”(早上好/午安/晚上好！**餐厅，我是**。请问有什么可以为您效劳？)2）超过三声应向客人致歉，“Sorrytohavekeptyouwaiting.”(对不起，让您久等了。)Taskpresenting3）尽量不要让客人空等电话。需要查询时，询问客人是等候还是在特定时间打回电话“Pleasehangonaminute.I’llcheckitforyou.”(我帮您查一下，请稍等。)“Wouldyouliketowaitamomentorletmecallyoubacklater?”(请问您是稍等，还是待会儿我打回电话给您？)4）信息记录完成后向客人复述一次，“MayIrepeatyourordersforyou?”(我重复您的订单好吗？)然后请客人确认，并再次询问客人还有什么补充的“Isthereanythingelse?Taskpresenting5)听不懂或者听不清时，应请客人重复，“Ibegyourpardon?”(请再说一次。)“Sorry,canyourepeatit?”(抱歉，请您再说一次。)或者请经理来听“Couldyouwaitamoment?Iwillaskourmanagertotalkwithyou.”(您稍等好吗？我请经理来和您谈。)千万不要瞎猜，以免误会客人的意思。6）接打电话时要保持正确的姿势，集中精力回答电话，不能一边吃东西一边讲话；说话的时候要慢而清晰，并始终保持微笑。7）通话结束，无论是否达成预定都应礼貌地向客人致谢，“Thankyouforcalling.Welookforwardtohavingyouwithus.”（谢谢您致电本店，希望能够再次为您服务！）Taskpresenting1.预定a.beclosed2.靠窗的桌子b.check3.包厢c.atablebythewindow4.非吸烟区d.guarantee5.核查e.beopen6.保证f.aprivateroom7.营业g.non-smokingarea8.打烊h.reserveTaskpreparingWordmatchingTolearnthecasesinthetextbooksandgraspseveralwordsCase1:readandanswerthefollowingquestions.1)Whenwilltheguestarrive?2)Howmanypeopleintheparty?3)Howmuchforfoodperpreson?4)Whatisthenameandphonenumberoftheguest?TaskpresentingCase2:FullybookedAllthetableshavereservedatthetimeaguestwishes.Aclerkapologizestotheguestpolitelyandmakessomegoodsuggestions.Case3:SeatingtheguestswithareservationMr.Stevenandhisfriendscometotherestaurantfordinner.Thehostessisgreetinghim.Case4:SeatingtheguestsatthetableSomerelatedwordsandphrases:Banquet宴会Privateroom包房Cuisine菜系Minimum最低Consumption消费Usher引座员Lounge休息室Thestepstotablereservation1.Greettheguests.2.Asktheguestabouttheinformationofthetablereservation.Thestepstoseatguests1.Greettheguest2.Asktheguestifhehasareservationwiththerestaurant.3.Leadtheguestswiththereservationtothebookedtable.Acceptingareservation1)Howmanypeoplearethereinyourparty?/Forhowmanypeople,please.2)Atwhattimewouldyoulikeyourtable?3)MayIhaveyournameandphonenumber,please?4)Isthereanythingspecial?Direction:Recitethefollowingusefulexpressions.Givinginformationabouttherestauranthours1)We’reopenaroundtheclock./We’reopen24hours.2)Weshallkeepyourtableforonehour.3)A10%discountwillbeofferedtothoseholdingaVIPcardissuedbyourrestaurant.Refusingareservation1)I’msorry,therearen’tanytablesleftfor(time),butwecangiveyouatableat(time).2)I’msorry,therestaurant’sfull.3)Sorry,wedonothavereservationserviceformorningtea.1.Translation:EnglishtoChinese.1)Justamoment,please.I’llchecktheavailabilityforyou.2)Wouldyouliketomakeareservationatanothertime?3)Wehopewe’llhaveanotheropportunitytoserveyou.4)Howmuchwouldyouliketospendforeachtable?5)Howwouldyoulikeustoarrangethetables?roleplayDirection:Workoutthedialoguesbasedonthegivensituations.Situation1:AcallfromMr.Huangforatablefordinnerthisevening,butthisisthepeakseasonandyourrestauranthasbeenfullybookedtodayandyouadvisehimtochangethebookingtime.roleplaySituation2:AcallfromMr.Bakerfortwotablesfortwentypeopletocelebratehisbirthdaytomorrowevening,afterchecking,youtellhimyoucanaccepthisreservation,andyoualsotellhimthatadepositofUS$20isrequiredtosecurehisbooking.Situation3:AcallfromtheEnglishDepartmentforfourtablesforfortyteachers.Thedinnerpartywillbefrom8:30intheeveningtill11:30.roleplayroleplayDiscusswithyourclassmatesaftertheclass:Whatshouldbeincludedinthebasicinformationoftheguest?Whatmightbetherequirementsoftheguest?Whatmightbetherestaurant’spolicyabouttablereservation?