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1、.,Chapter 3 Food and Beverage Department餐饮部,Unit 1 Taking Reservations 餐厅预订 Training Objectives实训目标 After learning this unit, students will be able to: 1. Answer the phone in a friendly and helpful manner. 2. Acquire basic knowledge regarding table reservations.,.,3. Get to know the working procedur
2、es 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 Gues
3、t,.,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
4、 Guests 迎宾与餐桌引座,Training Objectives实训目标 After learning this unit, students will be able to： 1. Acquire basic knowledge of greeting and seating of guests. 2. Familiarize with the common procedure of receiving the diners and order of presenting menus.,.,3. Know how to direct the guests to their seats
5、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 gues
6、ts 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
7、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,Training Objectives实训目标 After learning this unit, students will be able t
8、o: 1. Introduce or recommend food and beverage. 2. Offer good service to customers. 3. Acquire communication skills. 4. Know how to deal with complaints.,.,Working Procedures工作程序 Greetings Introducing Food and Beverage Recommending Food and Beverage Taking an Order Making Payment Expressing Apprecia
9、tion,.,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,Training Objectives实训目标 After learning this unit, students will be able to: 1. Know the features of western f
10、ood and beverage. 2. Be familiar with the classification of western food, beverage, food service and menu styles.,.,3. Master the service sequencing and service skills. 4. Learn about tableware and place settings in the western restaurant. 5. Master a good working knowledge in English. 6. Solve prob
11、lems that may occur while serving in the western restaurant.,.,Working Procedures工作程序 Greeting and Taking Orders Serving Customers Orders Clearing during the Meal Checking Satisfaction Taking Payment for Food and Drinks Bidding Farewell to the Guests,.,New Words and Expressions 1. continental adj. 欧
12、洲大陆的 2. grapefruit n. 葡萄柚 3. oatmeal n. 燕麦片 4. porridge n. 粥 5. Danish adj. 丹麦的，丹麦人的,.,6. pastry n. 油酥面团，酥皮点心 7. croissant n. 新月形面包，牛角包 8. appetizer n. 开胃菜 9. salmon n. 鲑鱼，大马哈鱼 10. pickle adj. 腌渍,.,11. cucumber n. 黄瓜 12. salad n. 色拉 13. course n. 一道菜 14. mash v. 将某物捣成糊状 15. medium adj. 中间的，中等的,.,Use
13、ful Words and Expressions,.,Section B Handling Complaints/Case Discussion 投诉处理/案例讨论,.,Section E Summary总结,.,Unit 5 Serving in a Korean Restaurant韩式餐厅服务,Training Objectives实训目标 After learning this unit, students will be able to： 1. Recommend Korean food and beverages. 2. Offer good service to custome
14、rs. 3. Acquire the procedure of receiving the guest who is going to make payment.,.,4. Master the English names of Korean dishes. 5. Know some cultural information about the Korean food. 6. Deal with customers complaints.,.,Working Procedures工作程序 Greeting the Guest Asking the Guest if They are Ready
15、 to Order Recommending or Introducing Dishes to the Guest Writing Down the Dishes that the Guest Ordered Confirming the Dishes that the Guest Ordered Politely Asking the Guest to WaitServing during the MealTaking Payment Expressing Appreciations and Wishes,.,New Words and Expressions 1. kimchi n. 泡菜
16、 2. rice in stone pot 石锅拌饭 3. seaweed soup 紫菜汤 4. crispy chicken ginseng soup 人参鸡汤,.,Useful Words and Expressions,.,Section C Practical Tips小贴士,.,Section E Summary总结,.,Unit 6 Serving in a Japanese Restaurant日式餐厅服务,Training Objectives实训目标 After learning this unit, students will be able to: 1. Recommend Japanese food and beverages. 2. Offer good service to customers.,.,3. Master the English names of Japanese dishes. 4. Know some cultural information about Japanese food. 5. De
