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1、Hotel Practical EnglishScene 11 Book a RestaurantTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1.Free Talk1.What is the good customer service?2.What is the function of Food and Beverage Department in the hotel?Give good reasons to support your opinion,pl
2、ease.Hotel Practical English Dialogue 1 Would You Like a Table or a Booth?(A:Waitress B:Guest)A:Good afternoon,Chinese Restaurant.How may I help you?B:Good afternoon.Id like to make a reservation for this evening.A:How many people are there in your party?B:Four.A:What time would you like to make the
3、 reservation for?B:Six oclock.A:Would you prefer a table or a booth?B:It doesnt matter.A:Would you rather sit inside or on the patio?B:The patio would be nice.A:Fine.May I have your name?B:Yes,its Anderson.A:Is that Anderson with an e or an o?.Hotel Practical EnglishB:Anderson with an o.A:Thank you.
4、I have a table for four for the Anderson party at six oclock this evening.Is that right?B:Yes.Thank you very much.A:Youre welcome.See you,sir.B:See you.Hotel Practical English Dialogue 2 Id Like to Reserve a Table (A:Waitress B:Guest)A:Good morning.May I help you?B:Good morning.Id like to make a res
5、ervation for Tuesday at your restaurant.B:How many people is the booking for,sir?A:Its for three people.B:What time would you like,sir?A:Around 7 PM.B:May I have your name,sir?A:Yes.My name is Kevin Collier.What are my seating choices?B:Well,we have booths,private rooms and an outdoor terrace.A:I wo
6、uld like to reserve a table on the terrace.Do you have a smoking section?B:Yes,we do.Hotel Practical EnglishA:I was wondering if its possible to put a bottle of wine on our table before we get to the restaurant.B:Certainly,sir.What wine would you like to drink?A:Do you have a nice bottle of Chardonn
7、ay?B:Yes,we have.Well accommodate your request.A:Thanks a lot.B:We look forward to seeing you on Tuesday at 6:30.Have a nice day,Mr.Collier.Text Food and Beverage DepartmentEach department in the hotel has a special role to play in delivering quality services and products to its guests.To provide th
8、ese products and services,the hotel has been broken down into various sections and each department has a set of specific tasks to undertake in order to please the guests.Food and Beverage(F&B)Department employs the most number of people out of the entire hotel.Food and Beverage manager is in charge
9、of the whole department.In the restaurant,there is Restaurant Manager,Supervisor,Head Waiter,Chef,Hostess,Waiter or Waitress.In the bar,there is Bartender,Bar Waiter or Waitress.Food and Beverage Department is responsible to provide the service of food and beverage to guests in the hotel.In a four o
10、r five-star hotel,food and beverage outlets might have the following forms:quick service,table service,specialty restaurants,coffee shops,bars,lounges,clubs,banquets,catering functions,and room service.Text Food and Beverage DepartmentThe F&B department is generally the second-largest operating depa
11、rtment in the property,behind rooms.As the department is large,any significant changes in revenues or expenses will impact the bottom line.Food and beverage may be one of only a few truly great experiences during a guests stay.If hotels have improved their F&B outlets,not only in-house guests but al
12、so local residents would take notice.Increasingly,hotel restaurants and bars will become popular hangouts among hotel guests and locals.When this reputation is passed by words of mouth to others,there is a strong potential of attracting visitation or the tendency of your guests to bring along new gu
13、ests in their next visit to dine at the restaurant and stay in the hotel.Moreover,improved restaurant outlets and better quality dishes will justify charging more for food items,resulting in greater food revenues.In addition to this,great customer service from friendly employees can also be the defi
14、nitive difference to your guests when deciding which hotel they will stay the next time they trip.Text.ExercisesRole-play Activity The following is a role-play activity to practice how to take a restaurant reservation.Divide the class into two groups:the restaurant hostesses and the guests.And then
15、have the students work in pairs.The following is a conversation just as a sample.The students can create conversations as they like.A:Is there a table for six available?B:Did you make a reservation?A:No,we didnt.B:Im afraid you have to wait about twenty or thirty minutes.A:Thats OK.B:Do you prefer s
16、moking or non-smoking?A:Smoking,please.B:Would you prefer a private room or a table in the hall?A:It doesnt matter.B:May I have your name?.Exercises A:Gregory Marston.B:Can you spell your surname,sir?A:Yes,its M-A-R-S-T-O-N.B:May I look over the menu before I sit down?A:Of course.Here you are.B:Thank you.A:Ill call you when the table is available,sir.B:Thanks.Case StudyId Like to Reserve a Table for Dinner James Lee(L)makes a phone call to the restaurant to reserve a table for him and his friend
