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1、Unit 8Taking Restaurant Reservation&Seating Guests,Task preparing,Task completing,Further development,Learning objectives,Task presenting,Assignments,Learning objectives,Students are required to The skills to receive table reservations for the guests. The skill to decline table reservation The skill
2、 to seat the guests.,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?”(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
3、 kept you waiting.”(对不起，让您久等了。),Task presenting,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. Ill 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
4、？)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?,Task presenting,5) 听不懂或者听不清时，应请客人重复， “I beg your pardon?” (请再说一次。) “Sorry, can you repeat it?” (抱歉，请您再说一次。)或者请经理来听“Could you wait a moment? I will ask our manager to talk with you.” (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
5、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，“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 presenting,1. 预定 a. be closed 2. 靠窗的桌子b. check 3. 包厢 c. a table by the window 4. 非吸烟区d. guarantee 5. 核查 e. be open 6. 保证 f. a private room 7. 营业 g. non-smoking
6、 area 8. 打烊 h. reserve,Task preparing,Word matching,To learn the cases in the text books and grasp several words Case 1 : read and answer the following questions. 1)Whenwill 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 th
7、e guest?,Task presenting,Case 2: Fully booked All the tables have reserved at the time a guest wishes. A clerk apologizes to the guest politely and makes some good suggestions. Case 3: Seating the guests with a reservation Mr.Steven and his friends come to the restaurant for dinner. The hostess is g
8、reeting him. Case 4: Seating the guests at the table,Some related words and phrases: Banquet 宴会 Private room 包房 Cuisine 菜系 Minimum 最低 Consumption 消费 Usher 引座员 Lounge 休息室,The steps to table reservation,1. Greet the guests. 2. Ask the guest about the information of the table reservation.,The steps to
9、seat guests Greet the guest Ask the guest if he has a reservation with the restaurant. Lead the guests with the reservation to the booked table.,Accepting a reservation,1) How many people are there in your party? / For how many people, please. 2) At what time would you like your table? 3) May I have
10、 your name and phone number, please? 4) Is there anything special?,Direction: Recite the following useful expressions.,Giving information about the restaurant hours,1) Were open around the clock. / Were open 24 hours. 2) We shall keep your table for one hour. 3) A 10% discount will be offered to tho
11、se holding a VIP card issued by our restaurant.,Refusing a reservation,Im sorry, there arent any tables left for (time), but we can give you a table at (time). Im sorry, the restaurants full. Sorry, we do not have reservation service for morning tea.,1. Translation: English to Chinese. 1) Just a mom
12、ent, please. Ill check the availability for you. 2) Would you like to make a reservation at another time? 3) We hope well have another opportunity to serve you. 4) How much would you like to spend for each table? 5) How would you like us to arrange the tables?,Task completing,role,play,Direction: Wo
13、rk out the dialogues based on the given situations. Situation 1: A call from Mr. Huang for a table for dinner this evening, but this is the peak season and your restaurant has been fully booked today and you advise him to change the booking time.,role,play,Situation 2: A call from Mr. Baker for two
14、tables for twenty people to celebrate his birthday tomorrow evening, after checking, you tell him you can accept his reservation, and you also tell him that a deposit of US$20 is required to secure his booking.,Situation 3: A call from the English Department for four tables for forty teachers. The d
15、inner party will be from 8:30 in the evening till 11:30.,role,play,role,play,Discuss with your classmates after the class: What should be included in the basic information of the guest? What might be the requirements of the guest? What might be the restaurants policy about table reservation?,Assignments,
