第七章訂餐chapter 7Food and Beverage Reservation.ppt

1、,Unit7FoodandBeverageReservation,Unit7,Objectives,1,Warming-upActivities,2,PostIntroduction,3,Vocabulary,4,ActionLearning,7,UsefulSentences,5,Dialogue,6,Reading,8,Howtoreservetablesintherestaurant,Lookatthefollowingpicturesandtrytoputappropriatetermsunderthepictures.,suckler,peony&birdsnestdish,stew

2、edmeatball,2.QuestionsforDiscussion,1.WhoisresponsibleforF&BReservation?(TheF&BReservationmanager.)2.Howwouldyouintroduceservicehoursofrestaurant?(Sir/Madam,weareopenfrom7:00a.m.until10:00p.m.),TheFoodandBeverageDepartment,commonlyreferredtoastheF&BDepartment,isoneofthemostimportantdivisionsinanysuc

3、cessfulhotel.TheF&BDepartmentisresponsibleforallthefoodanddrinkthattheguestswillconsumeduringtheirstayatthehotel.Whetheritisthroughroomservice,dininginthehotelsbanquethall,ordiningroom,theF&BDepartmentperformsavitalfunctionfortheguests.Thisdepartmentensurestheguestswillhaveawonderfulexperienceattheh

4、otel,andprompt,courteousserviceisamust.AkeymemberoftheF&BDepartmentistheReservationist.TheReservationistisinchargeofthereceptiondeskforthedininghallorrestaurant.Atthereceptiondesk,therewillbethetelephone,computer,menus,winelist,guestchecks,andpen.ThemainroleoftheReservationististoensuretheefficiento

5、perationofthefrontoftherestaurant.TheReservationisthasmanydutiesbeforeandduringthedinnertime:,FoodandBeverageDepartment,AnsweringphonesTakingreservationsOrganizingreservationsEnsuringnoover-bookingCoordinatingreservationsandseatingwiththemanagerCommunicatingwithstaffthroughoutthenightEnsuringguestsa

6、tisfaction,FoodandBeverageDepartment,TheReservationistisaccountableforincomingcallsfromallguestsrequestingreservations.Aprofessional,pleasantphonemannerisavaluableasset.Whentakinganyreservationfortherestaurant,theReservationistmustpayattentiontoafewkeyfactors.Toavoidanymistakesorfutureproblems,makes

7、uretogettheguestsnameandroomnumber,timeofthereservation,andnumberofguestswhowillbejoiningthemfordinner(Note:Ifthedinersarenotguestsatthehotel,thenbesuretogetaphonenumber,aswell.)Next,asktheguestiftherewillbeanyspecialneedsorrequestsfortheevening(theremaybeahandicappedguest,oritmaybeaspecialoccasion-

8、suchasananniversaryorbirthday).Lastly,ifthedateortimetheyrequestedisfull,offerthemalternativechoicesthatmaybesuitablefortheguest.,FoodandBeverageDepartment,TheReservationistwillthenplaceallthisinformationintothereservationrecordundertheproperdateandtime.Keepingaproper,updatedrecordwillavoidproblems,

9、suchasover-bookingormisplacingareservation.Whentakingaphonecall,alwaysbepolite.Begintheconversationbygreetingthecallerwith,“Goodmorning,”“Goodafternoon,”or“Goodevening.”Thenintroduceyourselfandask,“HowmayIhelpyoutoday?”Afterconfirmingthereservationandwritingthereservationintherecord,manyrestaurantsw

10、illwanttheReservationisttoplaceaplacardwiththeguestsnameonthepropertable.Thisisanicetouchthatmakestheguestfeelwelcomedandimportantwhentheyarrivefordinner.,FoodandBeverageDepartment,Whatarethedutiesofthereservationistbeforeandduringthedinnertime?,Whatwillareservationistdowhentakingreservation?,Workin

11、groupsanddiscussthequestions.,Thedutiesofthereservationistbeforeandduringthedinnertimare:,AnsweringphonesTakingreservationsOrganizingreservationsEnsuringnoover-bookingCoordinatingreservationsandseatingwiththemanagerCommunicatingwithstaffthroughoutthenightEnsuringguestsatisfaction,Whentakingreservati

12、on,thereservationistisresponsiblefor:,Makesuretogettheguestsnameandroomnumber,timeofthereservation,andnumberofguestswhowillbejoiningthemfordinner.Asktheguestiftherewillbeanyspecialneedsorrequestsfortheevening.Ifthedateortimetheyrequestedisfull,offerthemalternativechoicesthatmaybesuitablefortheguest.

13、,Greetingtheguest.Askingthetimeandpeopleofthedinner.Askingifthereisanyspecialrequirements.Askingforthenameandtelephonenumberofthegeust.Confirmingthedetailsofthereservation.Appreciatingthecallingoftheguest.,TheProcedureofTakingaRestaurantReservationIs:,Context:InRoseRestaurant,thereservationist(R)isr

14、eceivingareservationcallandhelpingtheguest(G,TimBork)toreserveatable.,R:Goodmorning,thankyouforcallingtheLotusPalaceRestaurant.HowmayIhelpyou?G:Yes,Ineedatablefordinnertonight.R:Certainly,sir.Whattimewouldyouliketodinewithusthisevening?G:Iwasthinkingabout6:30.Doyouhaveatableavailableforthen?R:Yes,th

15、atwillnotbeaproblem.Whatnamewouldyoulikemetoputonthereservation?G:JamesPhillips,please.R:Sure,Mr.Phillips.Andhowmanypeoplewillbejoiningyoutonight?G:Uh,therewillbefourofus.,TakingRestaurantReservation,R:Excellent.NowIwilljustneedyourphonenumber.G:Wearestayinginthehotel,room814.R:Sothatwillbeareservat

16、ionforthePhillipspartyoffourat6:30thisevening.Isthatcorrect,Mr.Phillips?G:Yes,thatwilldojustfine.Thankyou.R:Verywell.Haveawonderfulday,Mr.Phillips,andwelookforwardtoseeingyoutonight.Thankyousomuchforcalling.,TakingRestaurantReservation,TaskPractice任務(wù)操練,Challenges問題挑戰(zhàn),Solutions探索解決,1.Listasmanywordsr

17、elatedtofoodandbeveragereservationasyoucan.,RestaurantReserveCloseContactAppreciateAppreciativeArrangePartyApartyoffourVacantAvacant/freetableCaretoSeat,2.Listasmanyusefulsentencesrelatedtofoodandbeveragereservationasyoucan.,Goodafternoon.Westernrestaurant.WhatcanIdoforyou?Forwhattime,madam?Howmanyp

18、eoplearethereinyourparty,sir?Underwhosename,please?Haveyougotareservation,sir?,Makeaconversationbasedonthegivensituation.Mr.WilliamSmith(B)wantstobookatableinLishanRestaurant.Hewantstomakeitat7:00p.m.Therehappensnottobeanyvacancyatthattime.Hedecidestomakeitthesametimetomorrow.,A:LishanRestaurant.Goo

19、devening.Canlhelpyou？B:Yes.Idliketomakeareservationfortwoat7:00thisevening.A:Imsorry,sir.Therearentanytablesleftforseven.Butwecanbookoneforyouat8:00.IsthatOKwithyou？B:Itstoolate.A:Imsosorry,sir.Wearefullybookedtoday.Howabouttomorrowevening？B:ThatsOK.NowIllBookonefortomorroweveningat7:00.Whatisyourru

20、nningtime？A:Weareopenuntilmidnight.MayIhaveyourname？B:WilliamSmith.A:OK.Mr.WilliamSmith,atablefortwoat7:00tomorrowevening.IsthereanythingelseIcandoforyou？B:No,thanks.Bye.A:Goodbye.,ListentotheconversationanddiscussthefollowingquestionsHowmanyguestswilltherebe?1)2persons.Doyouknowtillwhencanthetableb

21、eheldfortheguest?2)8:15p.m.,M:Doyoutakereservations?W:Ofcourse.Reservationsarentnecessary,butwerecommendthemasourrestaurantcangetquitebusy.M:Ineedatablefortwofortonight.W:Whattime?M:Wedliketobeseatedat8:00pm.W:Smokingornon?M:Non-smoking.W:Whatnameisthereservationunder?M:MynameisPaul.W:OK.Pleasearriv

22、eat7:45.Wecanonlyholdthetableuntil8:15.,1.Whenreceivingatelephonecallfordiningreservation,whatshouldthereservationistdotohelptheguests?,Asqualifiedstaff,wecouldofferhelpinthisway:Greettheguestinafriendlymanner.Getallimportantinformationpertainingtothereservation,suchas:NameDateandtimeofreservationNu

23、mberofguestsPhonenumberAnyspecialneedsorrequestsc.Confirmallinformationbyrepeatingitbacktothecaller.d.Thanktheguestforcallinganddiningatthehotel.,2.Whentherearenoavailabletimesfortheguesttomakeareservation,whataresomewaysthatthereservationistmayassistthecaller?,Asktheguestifanothertimeordatewouldwor

24、kforthem.Ifnot,offersuggestionsofotherqualityrestaurantsnearby.Iftheguestiswillingtodineelsewhere,offertohelpmakeareservationforthemattheotherrestaurant(youwillprobablyneedallthesameinformationformakingthereservationasisrequiredatyourhotel:name,numberofguests,phonenumber,etc.).Besuretocalltheguestba

25、cktoinformthemoftheirreservationstatus,andtoseeiftheyneeddirectionsorataxitobringthemthere.,3.Whatshouldtherestaurantstaffbedoingwhilehelpingtoseatguests?,Therestaurantstaffmayofferhelpinthisway:a.Greettheguestsbywelcomingthemtotherestaurant.b.Findoutiftheyhaveareservation.c.Ifnot,directthemtotheRec

26、eptionDesksotheReservationistcanmakesurethereisanavailabletablethisevening.d.Iftheydohaveareservation,thengettheirnameandleadthemtothepropertable.Dothisbysaying,“Certainly,rightthisway,please.”O(jiān)r,“Yes,Mr.Phillips,pleasefollowme.”e.Assoonastheguestsareseated,bringthemmenusandaskiftheywouldcaretoseeaw

27、inelist.Next,recommendsomedishesandoffertotaketheirdrinkorder.f.Assurethegueststhattheirmealswillbeservedpromptly,andbesuretocheckontheguestsperiodicallyincasetheymayneedanythingelse.,4.Mr.Kinneyhascometoarestaurantfordiner,butthereisnofreetableatthemoment.Asaqualifiedrestaurantstaff,whatshouldwedot

28、ohelphim?,a.Greettheguest(s)andinformthemthatthereisnotanavailabletableatthistime.b.Askthemiftheywouldcaretowaitafewminutesuntilatablebecomesavailable.c.Ifso,suggesttheywaitinthehotelsloungeandoffertobringthemabeveragewhiletheyarewaiting.d.Keeptheminformedastowhentheirtableisready.,5.Sometimesitisne

29、cessarytooverbookintherestaurant.Whatisoverbooking?Whatisthereasonforthispractice?,a.Overbookingisthepracticeofacceptingmorereservationsforagivendayortimethantherestaurantcanlet.b.Thereasonforthepracticeofoverbookingistomaximizeprofitsfortherestaurant,andtoensuretherewillbenoemptytablesonbusynightsa

30、ttherestaurant.Whyisitnecessarytooccasionallyoverbook?Sometimesguestsdonotshowfortheirreservation.Guestsmaycanceltheirreservation.,6.Whenseatingguests,whatcanweaskordotoensuretheirneedsaremet?,a.Wherewouldyouprefertosit,sir?(ormadam)b.Wouldyoucareforawindowtable,oronebythepiano?c.Willthistabledofort

31、hisevening?,7.Ifsomeguestscomplainthatthereisasmokingguestinthenon-smokingrestaurant,whatshouldtherestaurantstaffdo?,a.Informthemanageroftheproblem.b.Approachthesmokingguestandkindlyinformthemthatitisanon-smokingrestaurant,anddirectthemtoanareawheresmokingispermitted.c.Thankthesmokingguestfortheirco

32、operation.d.Letthefirstguestsknowthattheproblemhasbeenremedied.,8.Whensomeguestspreferalargertable,buttherestaurantdoesnthaveany,whatwouldtherestaurantstaffdotohelpthem?,a.Sympathizewiththeirrequestandapologizefortheinconvenience.b.Offerthemsomeoptions,like:Waitingintheloungeuntilalargertablebecomes

33、availableAllowingthestafftoputtwosmallertablestogetherforthem,TakingReservations,Mostrestaurantreservationsaretakenoverthetelephone.Asaqualifiedreservationist,wemustknowthetelephonemanners.Akindandhelpfultelephonemannersisessentialhoweverbusyyouare:Alwaysanswerthephoneimmediatelywhenitrings.Havethereservationbookclosetohand.Offerguestyourhelp.Answeranyquestionsclearlyandpolitely.Ifyoudonotknowtheanswer,findsomeonewhodoesorofferstocallback.,TakingReservations,Themostimportantthingstomakesurearewhenthetablesarereq