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1、酒店英语unit-11-greeting-the-guest分析Watchandanswer1.Howshouldwegreettheguest?2.Howshouldweseatguests?1.WorkingprocedureWhenseeingtheguestscomingintotherestaurant,thewaiter/waitressgreetstheguestswith:“Goodafternoon/evening!Welcometoourhotel.”Thenasktheguestsiftheyhavear
2、eservationornot.Aguestwithareservation:askthenameanddirecttheguesttothetableAwalk-inguest:askforthenumberoftheguests当见到客人进入餐厅，服务生应问候客人：“下午好/晚上好，欢迎来到我们餐厅。”并询问客人是否有预订。■Thewaiter/waitressgreetstheguests,pullsthechairsoutfortheguests,unfoldsnapkinsandputsthemontheirlaps
3、.服务生跟客人问候，为客人拉开桌子，摊开餐巾，放在客人膝盖上。■Afterthegueststaketheseats,askthem:“Wouldyoucarefordrinksfirst?”or“Wouldyouliketotry...?”当客人坐好后，询问客人“想喝什么？”或“您是否想尝尝……？”2.Usefulskills1.见到客人应热情地表示欢迎“Goodevening,welcometo××restaurant.”(晚上好,欢迎光临××餐厅｡)如果是常客,应该能够称呼出客人的姓氏,如“Goodevening,Mr.
4、Nobel.”2.引客入座时,应询问“Doyouhaveareservation?”(您有预订吗?)“Howmanypersons,please?”(请问有几位?)3.为客人引路,必须配合其速度,走在客人两三步之前带路(斜右前方约30度),并以手势礼貌地作方向指引,“Thiswayplease.”途中若遇有台阶或特殊情况,应事先预告,“Mindyourstep,please.”以免客人在途中跌倒或发生意外｡客人若带有小孩,应该提醒客人照看好小孩,“Pleasetakecareofyourchildren.”4.若餐厅客满,不得
5、不让客人共用餐桌时,应事先征得双方的同意:“Wouldyoumindsharingatable?”(您介意和别人共用一张桌子吗?)5.若因客满而不得不让客人等待时,可以说“I’mafraidallourtablesaretaken.”(恐怕我们已经客满｡)“Wouldyoumindwaiting?”(您介意等一会吗?)并准确告诉客人需要等待的时间“Therewillbeabout15minutesbeforeyourtableisavailable.”(您大概还需要等待15分钟｡)等到有空位了,就立即引客人入座“Weareso
6、rryforthedelay.”(很抱歉耽搁了您的时间｡)或者“Thankyouforwaiting.”(让您久等了｡)HotTipUsefulKnowledge实用知识FoodandBeverageManager餐饮部经理ChineseRestaurantManager中餐厅经理Catering/BanquetManager宴会部经理RestaurantSupervisor餐厅主管headwaiter领班reservationist预订员waiter男服务生waitress女服务生Tips1.ShowingtheWayfor
7、theGuest为客人指路在餐厅为客人指示方向时,如果怕自己的表达不清,可以使用一些手势来辅助表达｡常见的方位表达有:turnleft/right向左/右转onyourleft/right在您的左边/右边oppositeto...在……对面nextto在……旁边behind在……后面infrontof在……前面ontheground/secondfloor在一楼/二楼atthecorner在角落farfromhere离这儿很远benearby在附近gostraight一直走gothrough穿过goeast/west/sout
8、h/north向东/西/南/北goalong...tillyousee...沿……一直走到……godown/upthestair沿楼梯向下/上Tips2.RefusingtheTips婉拒小费在西方国家,给服务员小费(tips)不但是一种习俗,还是对服务员工作的尊重｡所以断然
