Chapter 3 Food and Beverage Department餐饮部（课件）- 《酒店英语实训教程》同步教学（人民邮电版）

Chapter 3 Food and Beverage Department餐饮部 Unit 1 Taking Reservations 餐厅预订 Training Objectives实训目标 After learning this unit, students will be able to: 1. Answer the phone in a friendly and helpful manner. 2. Acquire basic knowledge regarding table reservations. 点击此处结束放映 3. Get to know the working procedures of taking reservations. 4. Master good working knowledge in English. 5. Handle various service situations. 点击此处结束放映 Working Procedures工作程序 Answering the Phone → Getting Information → Making Confirmation about Reservations → Thanking the Guest for Making Reservations and Expressing Your Expectation to the Guest 点击此处结束放映 New Words and Expressions 1. reservationist n. 预订员 2. prefer v. 宁愿，更喜欢 3. special   adj. 特殊的，特别的 4. requirement   n. 需要，需求 5. non-smoking 非吸烟 点击此处结束放映 Useful Words and Expressions 1. available 可得到的，可用的 2. unavailable 不可获得的，没有的 3. reserve 预订 4. aisle 走道、过道 5. a vacant/free table 空着的餐桌 6. confirm 确认 7. private room 包厢 8. look forward to 盼望，期待 点击此处结束放映 Section B Handling Complaints/Case Discussion 投诉处理/案例讨论 Miss Stone wants to hold a welcome banquet for a client from her company Saturday evening. She is calling the Red Double Happiness Restaurant to make a reservation. As a clerk of reservation: 1. What are the main points you must be sure to make when taking a banquet reservation? 2. For a large-scale or an important banquet reservation, if a face-to-face talk is suggested? 点击此处结束放映 Section C Practical Tips小贴士 Ⅰ. Position Knowledge 1. Five types of reservations: face to face, telephone, fax, E-mail and Internet. 2. If the restaurant has a minimum charge (最低消费) or cover charge (茶位费), it should be made clear in advance to the person who is making the reservation. Ⅱ. Culture or Custom Knowledge 1. For a formal social banquet, it is necessary to make a reservation in advance. 2. It’s required by some luxury or popular restaurants to make a reservation before hand. 3. To avoid making gues