Chapter 3 Food and Beverage Department餐饮部.ppt

Chapter 3 Food and Beverage Department餐饮部; 3. Get to know the working procedures of taking reservations. 4. Master good working knowledge in English. 5. Handle various service situations. ;Working Procedures工作程序 Answering the Phone → Getting Information → Making Confirmation about Reservations → Thanking the Guest for Making Reservations and Expressing Your Expectation to the Guest ;New Words and Expressions 1. reservationist n. 预订员 2. prefer v. 宁愿，更喜欢 3. special ? adj. 特殊的，特别的 4. requirement ? n. 需要，需求 5. non-smoking 非吸烟 ;Useful Words and Expressions ;Section B Handling Complaints/Case Discussion投诉处理/案例讨论 ;Section C Practical Tips小贴士 ;Section E Summary总结 ;Unit 2 Welcoming Guests 迎宾与餐桌引座; 3. Know how to direct the guests to their seats and present menus. 4. Master the English language used in workplace. 5. Solve problems that may occur while seating guests. ;Working Procedures工作程序 Smiling → Greeting the Guests (with Proper Smile) → Enquiring (Check the reservation record to see if there is a reservation. Arrange a table for some guests without a reservation.) → Showing Guests to Their Table → Helping and Having the Guests Seated → Presenting the Menus → Informing (Tell the guests the restaurant server/waiter/waitress will be with them soon.) → Expressing Appreciation and a Pleasant Evening/Meal ;New Words and Expressions 1. hostess n. 女领台员，迎宾员 2. menu ? n. 菜单 3. order n. 定购，点单 4. have someone seated 安排某人入座 ;Useful Words and Expressions ;Section B Handling Complaints/Case Discussion 投诉处理/案例讨论 ;Section E Summary总结 ;Unit 3 Serving in a Chinese Restaurant中餐厅服务;Working Procedures工作程序 Greetings → Introducing Food and Beverage → Recommending Food and Beverage → Taking an Order → Making Payment → Expressing Appreciation ;Useful Words and Expressions ;Section B Handling Complaints/Case Discussion投诉处理/案例讨论 ;Section C Practical Tips小贴士 ;Section E Summary总结 ;Unit 4 Serving in a Western Restaurant西餐厅服务; 3. Master the service seq