酒店餐飲部對(duì)客基本流程常用英語(yǔ)合集,梳理了基本的對(duì)客溝通常用內(nèi)容,酒店HR也可以參考哦!歡迎閱讀參考!更多相關(guān)訊息請(qǐng)關(guān)注!
1、Reservation 預(yù)訂餐臺(tái)
2、Reception 迎客服務(wù)
3、Taking Orders 點(diǎn)單
Recommendations 推薦
4、/peakfast 早餐
5、Dinner 正餐
6、At the Bar 在酒吧
一、Reservation 預(yù)訂餐臺(tái)
接受預(yù)訂時(shí),,應(yīng)該特別注意記錄:
用餐人數(shù)
用餐時(shí)間
客人姓名
聯(lián)系電話
如果需要客人用信用卡擔(dān)保預(yù)訂,則需要記錄:信用卡種類(Credit Card Type)、持卡人姓名(Name on Card)、賬號(hào)(Account Number)、有效期(Expiration Date)、收款地址(Billing Address)以及要求持卡人簽名(Cardholder's Signature)。
如有特殊收費(fèi),如茶位費(fèi)(Cover Charge)或者最低消費(fèi)(Minimum Charge),應(yīng)該事先聲明。
二、預(yù)訂的基本應(yīng)對(duì)
1、一般預(yù)訂
What time,please?
請(qǐng)問(wèn)是訂在什么時(shí)間呢?
For how many people?
有多少人(就餐)呢?
Would you like a table or a private room?
您是喜歡餐臺(tái),還是包間呢?
For Chinese food or Western food, please?
請(qǐng)問(wèn)是吃中餐,還是西餐?
May I have your name and telephone number, please?
能告訴我您的姓名和電話號(hào)碼嗎?
We can only keep your table till...
我們只能保留您的餐位到……(截止時(shí)間)。
2、宴會(huì)預(yù)訂
How many tables shall we arrange?
請(qǐng)問(wèn)我們應(yīng)該安排多少?gòu)埮_(tái)呢?
How much for each table?
請(qǐng)問(wèn)每張臺(tái)的費(fèi)用是多少?
What drinks would you like?
請(qǐng)問(wèn)您想要什么樣的酒水呢?
What kinds of fruit would you like?
您想要些什么水果呢?
We'll get everything ready by...
在……之前我們會(huì)準(zhǔn)備好一切。
3、無(wú)法接受預(yù)定
Just a moment, please. ?
請(qǐng)稍候。
Let me check.
讓我來(lái)查看一下。
We're fully booked for that time.
那個(gè)時(shí)間的餐位已經(jīng)訂滿了。
4、結(jié)束語(yǔ)
We look forward to serving you.
我們恭候您的光臨。
We hope we'll have anther chance to serve you.
希望下次有機(jī)會(huì)為您服務(wù)。(無(wú)法接受預(yù)定時(shí))
Thanks for calling.
謝謝您的電話。
情景對(duì)話
S:Staff
員工
G:Guest 旅客
S: Dongming International Hotel. May I help you?
東明國(guó)際大酒店,能為您效勞嗎?
G: I'd like to book a table for 4 for tomorrow evening.
我想預(yù)定明晚的餐臺(tái),要4位的。
S: Certainly, madam. What time, please?
好的小姐,請(qǐng)問(wèn)您預(yù)定在什么時(shí)間?
G: Around 8:30 pm.
大概在晚上8點(diǎn)半。
S: I see. May I have your name and your telephone number?
我明白了。能告訴我您的姓名和電話號(hào)碼嗎?
G: It's Jenny, and my cell phone number is 3529-2658.
我姓詹妮,手機(jī)號(hào)碼3529-2658。
S: Miss Jenny, 3529-2658, coming at 8:30...Is that right?
詹妮小姐,3529-2658,8點(diǎn)半到……是這樣嗎?
G: Yes. 對(duì)。 M: We look forward to serving, Miss Jenny. Thanks for calling.
我們恭候您的光臨,詹妮小姐。謝謝您的電話。
三、迎客服務(wù)
1、迎客須知
迎客入座時(shí),應(yīng)詢問(wèn):
“您有預(yù)定嗎?”
(Do you have a reservation?)
“請(qǐng)問(wèn) 有幾位?”
(How many persons, please?)
若餐廳客滿,不得不讓客人共用餐桌時(shí),應(yīng)先征得雙方同意:
“您介意與別人共 用一張桌子嗎?”
(Would you mind sharing a table?)
若因客滿而不得不讓客人等待時(shí),可以說(shuō):
“恐怕我們已客滿?!?BR> (I'm afraid all our tables are taken.)
“您介意等一會(huì)兒?jiǎn)幔俊?BR> (Would you mind waiting?)
等到有空位了,就立即引客人入座:
“很抱歉耽擱了您的時(shí)間?!?BR> (We are sorry for the delay.)
或者“讓您久等了?!?BR> (Thank you for waiting.)
2、西餐餐具擺放
1、Napkin 餐巾
2、Service plate 餐碟 Soup bowl 湯碗
3、/pead and butter plate 面包奶油碟
4、Goblet 水杯
Wine glass(for red wine) 紅酒杯
Wine glass(for white wine)白酒杯
5、Fish Fork 魚(yú)叉
Meat Fork(for fowl) 雞、鳥(niǎo)肉用叉
Meat Fork(for meat)牛、豬肉用叉
6、Knife 餐刀
Soup spoon 湯勺
3、迎客入席
How many people, please?
請(qǐng)問(wèn)有幾位?
I'll show you to your table.
我來(lái)為您領(lǐng)位?
Doyou have a reservation?
請(qǐng)問(wèn)您有預(yù)訂嗎?
May I have youe name, please?
請(qǐng)問(wèn)您貴姓?
This way, please.
這邊請(qǐng)。
Is this table fine? / How about this table?
這張臺(tái)可以嗎?
Do you have a /peakfast voucher?
您有早餐券嗎?
4、沒(méi)有空余的餐臺(tái)
We can seat you very soon.
我們很快就會(huì)安排您入座。
It may take about ... minutes.
可能需要……分鐘(才有空位)。
Would you mind waiting?
您介意等一等嗎?
Would you mind sharing a table?
您介意和別人同桌嗎?
情景對(duì)話
S:Staff
員工
G:Guest 旅客
S: Welcome, madam. How many persons, please?
歡迎光臨,女士。請(qǐng)問(wèn)有幾位?
G: A table for two, please.
兩位。
S: Follow me, please.
請(qǐng)跟我來(lái)。
S: How about this table?
這張桌子怎么樣?
G: Fine. Thanks.
好,謝謝你。
四、Taking Orders & Recommendations 寫(xiě)單和推薦
1、套餐和零點(diǎn)
套餐(Table D' hote)是餐廳已配置好的菜式組合??梢詥?wèn):“您要哪一種套 餐?”(Which kind of table d'hote would you prefer?) 零點(diǎn)餐(A La Carte)則是根據(jù)客人的選擇提供菜式。客人的選擇有的靈活 度,花費(fèi)也較高。
2、西餐點(diǎn)菜服務(wù)禮儀
(1)菜單應(yīng)先遞給女士,無(wú)女士則先遞給長(zhǎng)者。如果有很多人一起用餐,則可以將菜單遞給主賓。
(2)應(yīng)給客人充裕的時(shí)間選擇,也可看情況介紹一些招牌菜(House Specialty)或 當(dāng)日有特價(jià)的菜式(Today's Special)。
(3)在接受點(diǎn)菜時(shí),必須問(wèn)清客人的需求,“您喜歡怎么做您點(diǎn)的……”(How would you like your...?)
(4)例如,牛羊肉通常有五種不同的成熟感,即全熟(Well-done)、七成熟 (Medium-well)、五成熟(Medium)、三成熟(Rare)和一成熟(Bleu,即“帶血 牛肉”)。
(5)如果客人點(diǎn)的菜已售完,也可以說(shuō):恐怕……已經(jīng)賣完了?!保↖'m afraid ... is sold out.)跟著可以建議:“您要個(gè)……如何?”(How about...?)
(6)如果某道菜得花費(fèi)較長(zhǎng)的時(shí)間做準(zhǔn)備,一定要事先說(shuō)清楚:“恐怕這道菜得花 時(shí)間來(lái)準(zhǔn)備?!保↖ am afraid it will some time to prepare.)并且問(wèn)明對(duì)方是否介意, 一面耽誤了趕時(shí)間的客人。此時(shí),可以推薦其他準(zhǔn)備時(shí)間短的菜式:“如果您趕時(shí)間, 我推薦您……”(If you are in hurry, I would recommend...)
(7)點(diǎn)單完畢后,需詢問(wèn)客人時(shí)分單還是合單結(jié)賬。
(One bill, or separate bills?)
五、常用句型
1、寫(xiě)菜單
May I take your order now?
我可以為您寫(xiě)菜單了嗎?
Take your time, please.
請(qǐng)慢慢來(lái)。
Would you like table d'hote,or a la carte?
您是選擇套餐,還是零點(diǎn)呢?
One bill, or separate bills?
是合單還是分開(kāi)來(lái)結(jié)賬呢?
How would you like your...?
您喜歡怎樣做您點(diǎn)……?
I'm afraid... is sold out.
恐怕……已經(jīng)賣完了。
It's out of season.
這個(gè)已經(jīng)過(guò)季節(jié)了。
How about...?
您要個(gè)……如何?
2、介紹菜式
?Which flavor would your prefer?
您喜歡哪一種口味?
I'm on a diet.
我在節(jié)食。
I like spicy food.
我喜歡辣的菜。
I like clear and light food.
我喜歡清淡的菜。
Would you like to try our House Specialty?
您想嘗嘗我們的招牌菜嗎?
What is today's special?
今天的特價(jià)菜是什么?
Today's special is XX.
今天的 特價(jià)菜是XX。
How do you cook it?
這道菜是怎么做的?
What is it like?
這是怎樣的一道菜?
It's crisp.
它很酥脆。
It's tasty.
它很可口。
3、介紹菜式
It's tender. ?
它很鮮嫩。
It's clear / strong.
它很清淡/濃烈。
It's spicy.
它是辣的。
It's sweet and sour. ?You'll love it.
它是酸甜味的。 您先喜歡它的。
It's very popular among our guests.
它非常受歡迎。
It's for 4 people.
這道菜是供4人用的。
Why not try our buffet dinner?
要不要試試我們的自助餐呢?
If you are in a hurry, I 'd recommend...
如果您趕時(shí)間,我推薦……。
Which /pand would you prefer?
您喜歡什么牌子的呢?
情景對(duì)話
S:Staff
員工
G:Guest 旅客
S: May I take your order now, madam?
我能為您寫(xiě)單了嗎,小姐?
G: Yes.
可以。
S: Will you have a la carte or table d'hote?
您是選擇零點(diǎn),還是套餐呢?
G: A la carte. What's your specialty?
我零點(diǎn)吧。你們的特色菜是什么?
S: Prawns in Tomato Sauce and House Beef.
茄汁明蝦和招牌牛肉。
G: How is House Beef like?
招牌牛肉是什么樣的?
S: It's tender with special flavor, you 'll love it.
它很嫩,有種特別的滋味,您會(huì)喜歡的。
G: OK, I'll take House Beef and Chinken Soup.
好的,我要招牌牛肉和雞湯。
S: Anything else, madam?
小姐,您還需要什么嗎?
G: That's all, thank you.
就這些,謝謝。
M: House Beef and Chicken Soup... Your dinner will be ready soon.
招牌牛肉和雞湯……您的菜很快就好。