《饭店实用英语》课件-scene-11.ppt
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1、Hotel Practical EnglishScene 11 Book a RestaurantTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1.Free Talk 1.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,p
2、lease.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 th
3、e 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 re
5、servation 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 w
6、ould 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 Chardon
7、nay?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 t
8、hese 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
10、or 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 dep
11、artment 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 a
12、lso 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 g
13、uests 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 def
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