餐厅服务常用英语省公共课一等奖全国赛课获奖课件.pptx

餐厅服务惯用英语餐厅服务惯用英语旅游管理专业王敏 Minly Wang第1页1情境1l客人进入餐厅（已预订）l引领客人就坐（吸烟区）l请客人就坐l为客人点菜（介绍特色）l为客人上菜l为客人餐间服务l为客人结账（用信用卡）l向客人道别第2页客人进入餐厅客人进入餐厅lGood afternoon,Sir(MissMadam),how many of you?Hello,do you have a reservation?What would you prefer,somking or non-smoking area?l Good moring.Tow people.l Yes.Window seat.l Smoking area,thank you.第3页 Please wait a minute.Your table will be ready soon.This way please.(Please follow me)Sir(Madam),is this table OK for you?引领客人就坐引领客人就坐l OK.Please quickly.l OK.l Its nice.Thank you.第4页 Please have a seat.What kind of tea do you want?We have Longjing,herbal tea花草茶,Oolong tea and black tea.This is our menu.(Please have a look at our menu frist.)请客人就坐请客人就坐lBlack tea.Please.l Thanks.Let me see.第5页为客人点为客人点菜菜l Excuse me Sir/Madam,may I have your order now?Yes,Sir.Do you like Chinese food?Our restaurant provides Shanghai cuisine(Beijing cuisine,Sichuan cuisine,Cantonese cuisine粤菜,and dishes cooked in countryside style)l Yes.Could you recommend us something?第6页 Our specialties are Sichuan Cuisine,would you like to have a try?If you like spice food,we have Shredded Pork with Spicy香辣 Garlic蒜 Sauce酱,Spicy Fried Chicken.l Yes.I take Spicy Fried Chicken.为客人点菜为客人点菜l Could you recommend something special?第7页 Fried Yellow Croaker炸黄花鱼 in Squirrel Shape looks like a squirrel松鼠.It tastes sweet and sour,and it is crispy outside and tender inside.l Anything else?l Thats a good idea.为客人点菜为客人点菜第8页 Would you like some soup?We have Fish Head Soup,Chicken Soup,Duck Soup,Egg Soup.Excuse me,do you want anything else for your dinner(breakfast/lunch)?为客人点菜为客人点菜l Egg Soup,please.What do you want for dim sum?l Yes.Do you have dim sum点心点心?第9页为客人点菜为客人点菜We have Small Steamed Bun蒸小笼包,Spring Rolls,Glutinous Rice Dumpling in Sweet Rice Wine,Shrimp Wonton虾仁儿馄饨.l We will order Shrimp Wonton,please.第10页 OK,Your order isWhat drink do you like,we have Maotai,Wu Liang Ye,Shui Jing Fang,Shaoxing Rice Wine,beer,fruit juiceWhich one do you like?为客人点菜为客人点菜l Beer,Tow bottles,please.That s enough/These all right.Thank you.第11页lWould you like to use chopsticks or knife and fork?为客人点菜为客人点菜l We use chopsticks,please.第12页为客人上菜为客人上菜This is your drink.Please enjoy.Would you like some ice?l Yes,thanks.This is your cold dish,please enjoy.May I serve hot dishes for you now?l OK,please.第13页Sorry to keep you waiting.This dish is为客人上菜为客人上菜l Thanks.Sir(Madam).Here are all you ordered.Please enjoy.第14页为客人餐间服务为客人餐间服务 How do you like the food?l Yes,they are all delicious.May I collect the used dishes?And this dish free from our restaurant for you.Hope you like it.l Thanks.You are welcom.第15页为客人结账为客人结账Can I help you?/what can I do for you?Sir,this is your bill.How would you like to pay for your bill,by credit card or by cash?Please sign here.l I will pay the bill.l Credit card.第16页Hope you had a nice dinner.Thanks.Hope you visit us again.向客人道别向客人道别Hope you have a good time during the World Exposition世博会.l Thank you.Bye.l I will enjoy,thanks.第17页情境情境2客人进入餐厅（未预定）客人进入餐厅（未预定）引领客人就坐引领客人就坐请客人就坐（桌面未整理）请客人就坐（桌面未整理）为客人点菜为客人点菜为客人上菜（需等候）为客人上菜（需等候）为客人餐间服务（餐肴味道有问为客人餐间服务（餐肴味道有问题）题）为客人结账（付现金、需找零）为客人结账（付现金、需找零）向客人道别向客人道别第18页客人进入餐厅（未预定）客人进入餐厅（未预定）Good Evening,Sir(MissMadam),how many of you?Do you have a reservation?We will arrange for you.What would you prefer,somking or non-smoking area?l Good Evening.One man.l I am afraid not.l No Smoking area,thank you.第19页引领客人就坐引领客人就坐 Please wait a minute.Your table will be ready soon.Sorry to keep you waiting for so long.Please follow me.l OK.第20页 Please have a seat.What kind of tea do you want?We have Longjing,herbal tea,Oolong tea and black tea.Please have a look at our menu first.n 请客人就坐请客人就坐l Longjing tea.Please.l Thanks.第21页n n 为客人点菜为客人点菜 Excuse me Sir/Maam,may I have your order now?l Sure.I want to order Roasted Duck,Tomato and Egg Soup and a bowl of Steamed Rice.Excuse me,Roasted Duck will about 40miuntes,is it ok?The whole duck may be too much.May I suggest a half?l Thank you.You are so kind.第22页 Would you like some dessert?We have cheesecake,ice cream,chocolate pudding and jelly果冻.n n 为客人点菜为客人点菜l chocolate pudding.What drink do you like,we have red wine,white wine,both with sweet flavor or not.l Do you have soft drink?Certainly,we have Fresh Water-melon juice,Apple juice,Orange juice.l Orange juice.Thanks.第23页 OK,Your order isWould you like to use chopsticks or knife and fork?为客人点菜为客人点菜l Kinfe and fork,please.第24页为客人上菜（需等候）为客人上菜（需等候）Sorry to keep you waiting.This dish is Roasted Duck.Here are all you ordered.Please enjoy your dinner.l Thanks.I am very sorry.I just talk to the chef.Your dish will be ready soon.l Excuse me,waitress.Please quickly.I will go by plane.第25页为客人餐间服务（餐肴味道有问题）为客人餐间服务（餐肴味道有问题）l Excuse me,waitress.What s the matter,Madam?I am awfully sorry,I will change one for you right now.l The soup is too salty.l Thanks.第26页为客人餐间服务（餐肴味道有问题）为客人餐间服务（餐肴味道有问题）Do you want something else when you are waiting,as a little present from our restaurant？l Thanks.Here is free fruit from our restaurant for you.Please enjoy it.第27页为客人结账（付现金、需找零）为客人结账（付现金、需找零）Can I help you?/what can I do for you?Sir,this is your bill.How would you like to pay for your bill,by credit card or by cash?l I will pay the bill.l Cash.l Excuse me,waitress.第28页为客人结账（付现金、需找零）为客人结账（付现金、需找零）The total 380RMB.Thank you.Take you 400RMB.Please wait a minute.Maam.This is your change and receipt.Thanks,but we dont take tips here.This is what we should do.l 20RMB is your tip.l Thank you for your good service.第29页向客人道别向客人道别Goodbye.We look forward to seeing you again.Enjoy your stay in Shanghai.Hope you had a nice dinner.Thank you for your cooperation.Hope you provide good suggestions for our restaurant.l Your service is nice.I will come again.l I will,thanks.Goodbye.第30页情境情境3客人进入餐厅客人进入餐厅引领客人就坐引领客人就坐请客人就坐请客人就坐为客人点菜为客人点菜(并要求附带客房服务并要求附带客房服务)为客人上菜为客人上菜为客人餐间服务为客人餐间服务(需要分餐服务需要分餐服务)为客人结账（酒店住客签单）为客人结账（酒店住客签单）向客人道别向客人道别第31页客人进入餐厅客人进入餐厅lGood morning,Miss,how many of you?Do you have a reservation?l Good morning.Three people.l Yes.Private Room雅间雅间.第32页 Please have a seat.What kind of tea do you want?Of course.How many do you need?n 请客人就坐请客人就坐l We are not used to drinking tea.Do you have mineral water?l Three,please.第33页 Please have a look at our menu.Ill return in a few minutes to take your order.Excuse me Miss,Are you ready to order?l Yes.We want to order cold dish is Sliced Boiled Chicken切片鸡切片鸡,hot dish is Stir-Fried Shelled Shrimps炒虾仁炒虾仁.为客人点菜为客人点菜(客人要求附带客房服务客人要求附带客房服务)第34页为客人点菜为客人点菜(客人要求附带客房服务客人要求附带客房服务)l We want to order more.Could you recommend some special?Yes,Miss.We have a very nice vegetable today,Sauteed Snow Peas炒雪豆 with Scallion青葱.l It sounds good.Ill take it.Would you like some staple food主食?l Tow bowls of noodles.第35页为客人点菜为客人点菜(客人要求附带客房服务客人要求附带客房服务)l Excuse me.We also need Room Service.Certainly,Miss.Could you tell me your room number and what you want to order?l Room 908,an American breakfast.Thanks.l By the way,please send it before 10A.M.Would you like to order anything else?l Thats enough.第36页 OK,Your order isWould you like to use chopsticks or knife and fork，wet towel/tissue?为客人点菜为客人点菜(客人要求附带客房服务客人要求附带客房服务)l Only knife and fork,please.第37页为客人上菜为客人上菜 Excuse me.This is your hot dish.Its our restaurants specialty-Stir-Fried Shelled Shrimps,it tasted better with vinegar.Excuse me.This is your cold dish and mineral water.Please enjoy it.May I service hot dish for you now?l OK.Thanks.l Thanks.It tastes delicious.第38页为客人餐间服务为客人餐间服务(需要需要分餐服务分餐服务)By the way.Would you like to be served separately?l Thanks.Its a good idea.Your dish is all here and the American Breakfast also has been sent to Room 908.Please enjoy.第39页 What can I do for you?Since you stay our hotel,you may sign your bill.Please give me your keycard.l I will pay the bill.l Thanks.Here you are.l Excuse me,waitress.为客人结账（酒店住客签单）为客人结账（酒店住客签单）Miss,this is your bill.Please sign the bill.第40页为客人寻找丢失手机为客人寻找丢失手机 What can I do for you?l Excuse me,waitress.l I lost my cell phone in here when I had breakfast.Could you help me look for it?Certainly.Let me ask the Front desk and let you know as soon as possible.Excuse me,Maam,is this yours?Yes.Thank god.第41页为客人寻找丢失手机为客人寻找丢失手机 You are vey lucky.Our waitress found your cell phone.Here you are.Please keep it carefully.l Thank you very much/Thanks so much.l This is$10 tips,please give it to that waitress.Thanks,but we dont take tips here.This is what we should do.l Thats kind of you.第42页向客人道别向客人道别Goodbye.We look forward to seeing you again.Enjoy your stay in Shanghai.Have a nice day and hope you provide good suggestions for our restaurant.l Your service is nice.I will come again.l I will,thanks.Goodbye.第43页1补充内容l菊花茶chrysanthemum krisnmml茉莉花茶jasmine dzmn teal芦荟汁aloe lo juicel甘蔗汁sugar cane kein juice l玉米汁corn juice作业：*Role play：2-5人一组，选择一个订餐场景编对话，并演出。第44页