1、学习情境二：餐厅服务英语学习情境二：餐厅服务英语学习任务学习任务:迎宾和引座迎宾和引座 Name:Anna Job:restaurant hostess Responsibility:To greet guests and seat them on guests requestsContentsLearning Objectives 学习目标1Working Procedures 工作程序2Working Knowledge 工作知识 3Hotel Task 酒店任务45Words and Expressions6ActivityLearning Objectives 学习目标学习目标Afte
2、r finishing this task,you should be able to:Greet and see off guests in a polite way Seat guestsWorking Procedures 工作程序工作程序 Greet the guest within 15 seconds 15秒内与宾客打招呼 Ask the guest some information 询问宾客信息 Guide the guest to his seat 引领宾客人入座 Draw the chair for the guest 为宾客拉桌子 Help the guest leave
3、the seat 照料宾客离席 Thank the guest for having a meal at the restaurant 再次向宾客表示感谢 See the guest off warmly 热情地欢送客人Working Knowledge 工作知识工作知识(1)(1)1.When the guests come to the restaurant,the hostess should greet them in such a way：“早上好，小姐/先生。”“Good morning,sir/madam”“下午好，小姐/先生。”“Good afternoon,sir/madam
4、.”“晚上好，小姐/先生。”“Good evening,sir/madam.”或与客人互相寒暄：“您今天好吗？”“How are you(today)?”“我很好，谢谢，你呢？”“Im fine,thank you,and you?”“很好，谢谢您？”“Im very well,/Im fine,too.Thank you.2.When the guests leave the restaurant,the hostess should see them off warmly.“很高兴再次见到您（欢迎再次光临），王先生。”“Nice to see/meet you again,Mr.Wang.
5、”“再见。”“Goodbye.”“祝您今天过得愉快。”“Have a nice day.”“祝您在这居住愉快。”“Wish you happy here.”Working Knowledge 工作知识工作知识(2)(2)3.When greeting guests,you should ask them the following information:Guests name（客人的姓名）A reservation or not（客人是否有预订）Special need for the environment（对就餐环境特别要求）Waiting for the table or not（是否
6、愿意等候餐桌）Satisfaction to the table（对于餐桌是否满意）Working Knowledge 工作知识工作知识(3)4.Different dining environment in a restaurant 吸烟区smoking area 包间 private room 非吸烟区non-smoking area 能看到have a good view of the 靠窗的by the window 露天 outdoor 靠吧台的by the bar counter 共用餐桌share a tableWorking Knowledge 工作知识工作知识(4)Hotel
7、 Task 酒店任务酒店任务 Suppose you are Anna,now youre going to greet and seat the guest.Please perform the task according to the hints below with your partners.角色A:你是George Brown,你到餐厅用晚餐。迎宾员Anna得知你没有预约后 让你稍候片刻，因为是晚餐高峰期，所有位置都满座了。角色B:你是餐厅迎宾员Anna，大约十分钟后，你带Mr.Brown到无烟区靠窗的一张桌子上用餐。Words to know reservation n.预订 o
8、utdoor adj.露天的 seat vi.使就坐 private n.单间 available adj.可提供的 wait vt.&vi.等待 full adj.满的 reserved adj.预定的 view n.景色 take a seat 坐下 menu n.菜单 share a table 共用餐桌Useful expressions 1.Welcoming Guests 欢迎客人欢迎客人 (1)Welcome to our restaurant.(2)Come this way,please.2.Greeting Guests 问候客人问候客人 (1)Do you have a
9、reservation?(2)This table has already been reserved.(3)You may sit where you like.Useful expressions 3.Seating Guests 让客人就坐让客人就坐 (1)Please take a seat.(2)Ill bring you the menu.(3)How do you like this table?(4)Would you mind sharing a table with the gentleman?(5)Will this table be all right?4.Waitin
10、g for the table 等候餐桌等候餐桌 (1)Would you mind waiting until the table is free?(2)Itll be just a few minutes.Activity Step IDiscussion If you are hostess,do you know how to handle the following situations如果你是餐厅迎宾员，碰如果你是餐厅迎宾员，碰到以下情况应如何处理到以下情况应如何处理?1.When all tables are taken2.The guests have a reservatio
11、n3.When the guest has a baby 4.The guest has some inconvenience5.The guest has a habit of smoking 6.The guests would like to sit by the windowStep IIShare your ideas 1.When all tables are taken 2.The guests have a reservation Activity 3.When the guest has a baby4.The guest has some inconvenienceActi
12、vity 5.The guest has a habit of smoking6.The guests would like to sit by the windowActivity After the guests come to the restaurant,the hostess who stands near the door should greet the guests in a very friendly way and then lead them to the table.客人来到餐厅时，迎宾员应该用一种友好的方客人来到餐厅时，迎宾员应该用一种友好的方式站在门口迎接客人，然后引导他们前往餐桌。式站在门口迎接客人，然后引导他们前往餐桌。Hotel tips
