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，
“Sorry to have kept you waiting.”
对不起，让您久等了。
电话英语服务礼仪
3）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 “Please hang on a minute. I’ll check it for you.” (我帮您 查一下，请稍等。) “Would you like to wait a moment or let me call you back later?”(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， “May I repeat your orders for you?”(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 “Is there anything else?
Topic Extension
O: OK. At what time can we expect you? J: Ah, around 7:00 p.m. O: Would you like a table in the main hall or in a private room, sir? J: A private room will be fine. The room should be clean and elegant. I’ll entertain my business partners.
电话订座内容 1) When will the guest arrive? 2) How many people in the party? 3) How much for food per preson? 4) What is the name and phone number of the guest?
Accepting a reservation 1) How many people are there in your party? / For how many people, please. 聚会有多少人？ 2) At what time would you like your table? 您会什么时间到？ 3) May I have your name and phone number, please? 请留下您的名字和电话号码。 4) Is there anything special? 还有其他特殊事宜吗？
Words and expressions:
• beverage [‘bevəridʒ] n. 饮料 • food and beverage department 餐饮部 • Appropriate [ə‘prəuprieit] adj. 适当的 vt. 占用；拨 出 • account for 对…负有责任；对…做出解释；说明……的 原因 • namely adv. 也就是；即是；换句话说 • Foremost ['fɔ:məust] adj. 最重要的；最先的
电话英语服务礼仪
7）通话结束，无论是否达成预定都应礼貌地向客人致谢， “Thank you for calling. We look forward to having you with us.” 谢谢您致电本店，希望能够再次为您服务！
Task preparing
Word matching 1. 预定 2. 靠窗的桌子 3. 包厢 4. 非吸烟区 5. 核查 6. 保证 7. 营业 8. 打烊 a. be closed b. check c. a table by the window d. guarantee e. be open f. a private room g. non-smoking area h. reserve
Topic Extension
R: We have a wide range of Chinese and Western style food, from which you can make your own choice with your own interest. C: Good. How about the price? I don’t want to be too lavish. R: I know. We assure you that the food here are favorable in price. If the expense exceeds 200 Yuan, you can enjoy 80% discount in cash. a wide range of 大范围的；许多各种不同的 exceed [ik'si:d] vt. 超过；胜过 vi. 超过其他
Topic Extension
Dialogue I
Booking a Table on the Phone
Mr. Jones (J) calls The Charterhouse Hotel to make a restaurant reservation. An operator (O) answers.
Topic Extension C: Six. Could you arrange a well-decorated private room for us? We need a good environment. R: Of course, we can. We have a large room for about 10 people, which is specially prepared for parties. Please be assured that we will try our best to create a comfortable environment to meet your entire satisfaction. C: Great. What delicious food will you offer? be assured 保证；我敢担保；请放心；勿疑 Please Be Assured敬请放心 Please Be Assured That请放心；请相信 Please Be Assured Use请放心使用
business partners /business associate
Topic Extension
O: No problem. A private room for four people at about 7:00 p.m. tomorrow evening. Is that right? J: That’s right. O: May I know your name, please? J: Abraham Jones. A-b-r-a-h-a-m J-o-n-e-s. O: Mr. Jones. We expect your coming with pleasure. Have a nice day. J: Thank you.
Topic Extension
Dialogue II
Party Reservation
C-Client
R-Resபைடு நூலகம்rvationist
R: Good morning. Rose restaurant. May I help you? C: Yes. I’d like to hold a party in a private room on Wednesday evening, May 10th. R: Ok, sir. What time would you like your party to be held? C: From 8:00 p.m. to 12 o’clock. Is that OK? R: Sure. How many people will be there?
Introduction
The primary concern of food and beverage department is to provide appropriate food and beverage service for guests. All the activities involved can be divided into three areas, namely, management, production and service.
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:
“Good morning/afternoon/evening. This is ***Restaurant. ** speaking. May I help you?”
Introduction
The food and beverage department is a very important division in a hotel. It is often one of the foremost income earners for the hotel, which can account for two fifth to one half of a hotel’s profit. account for ……的原因 对…负有责任；对…做出解释；说明
O: Good afternoon, Charterhouse Hotel. Can I help you? J: Good afternoon, sir. I’m the guest in Room 212. I wonder whether I can book a table for tomorrow evening. O: All right. How many persons at your party? J: A party of four.