餐廳預(yù)定服務(wù)英語知識(shí)點(diǎn)
餐飲預(yù)定服務(wù)Reservation
一、詞匯
普通預(yù)定:SimpleReservation宴會(huì)預(yù)定:BanquetReservation
團(tuán)體包餐預(yù)定:GroupReservation外賣服務(wù):DeliveryService
電話預(yù)定:Telephone來店預(yù)定:Spot/Talk
信函預(yù)定:Mail傳真預(yù)定:Fa*電傳預(yù)定:Tele*
客人姓名:GuestName單位名稱:NameofGroup
登記編號:Code聯(lián)系電話/地址:TelephoneNumber/Address
就餐人數(shù):NumberofGuests預(yù)定就餐時(shí)間:Sit-downTime
包房:PrivateRoom餐位/價(jià)格:Table/price
特殊要求:SpecialAcquirements折扣優(yōu)惠:Discount
付款方式:Payment餐位保留時(shí)間:Cut-offTime
取消預(yù)定的規(guī)定:ReservationAmendments/Cancellation
再次確認(rèn):Reconfirmation
二、電話預(yù)定服務(wù)
1、接聽:Goodmorning/afternoon/evening!ThisisAscotCafe.MayIhelpyou?
????Sorrytohavekeptyouwaiting.
2、查詢:Pleasewaitaminute.I’llcheckitforyou.
Wouldyouliketowaitamomentorletmecallyoubacklater?
3、致歉:WhattablesdoyoulikeI’msorry,therestaurantisfull.
I’mafraidtherearenotablesyoulike.Wouldyoumindchangingone?
4、溝通:Thankyouforcalling.Welookforwardtohavingyouwithus.
三、經(jīng)典對話
1、普通預(yù)定
R=ReservationClerk:預(yù)定服務(wù)員G=Guest:顧客
R:Goodafternoon!ThisisPearlRestaurant.Liliisspeaking.MayIhelpyou?
G:I’dliketoreserveatablefortwotonight,please.
R:Forwhattime,sir?
G:Around7:15.
R:MayIhaveyournameandtelephonenumberplease,sir?
G:Baker.Andmynumberis334-4758.
R:Wouldyoupleasespellit?
G:B-A-K-E-R.
R:IsthatDasindogorBasinboy?
G:Basinboy.
R:Thankyou!Atablefortwoat7:15thiseveningforMr.Baker.
G:That’sright.
R:Thankyouforcalling,Mr.Baker.Bytheway,asthatisthepeakhour(高峰時(shí)段),weonlycankeepyourtableforhalfanhour.Thatmeansyoushouldcomebefore7:45.Welookforwardtowelcomingyou.
2、外賣服務(wù)
G:Hello!Doyoudeliverlunchbo*es?你好!請問你們送外賣盒飯嗎
R:Yes,wedo.WhatcanIdoforyou?
G:Whatdoyouhave?能否介紹一下有什么菜式
R:Meatandeggs:boiledchicken,chickeninsoysauce,double-cookedpork,steamedfish,porkribsintomatosauce,roastpork,roastgoose,friedbeef,friedegg,saltedeggandegginsoysauce.Vegetables:cabbage,heartofcabbage,Chinesespinach,watercressandcelery.肉蛋類有:白切雞,豉油雞、回鍋肉、清蒸草魚、茄汁排骨、叉燒、燒鵝、油泡牛肉、煎蛋、咸蛋、鹵水蛋。蔬菜有:白菜、菜心、莧菜、西洋菜和芹菜。
G:ThenI’dliketenlunchbo*eswhichincludeboiledchicken,friedeggandcabbage.Howmucharethey?我要10份盒飯,要白切雞、煎蛋和白菜。一共多少錢
R:Eachiseightyuan,thetotaliseightyyuan.WhereshouldItaketo?
每個(gè)八元,一共八十元。請問送到哪里
G:Room1009,CommercialBuilding(商業(yè)大廈).Howlongdoesittaketodeliver?
R:Youwillhavethemin20minutes.
3、無法滿足預(yù)定要求
G:Hello,isthattheHappyHourRestaurant?
R:Speaking.MayIhelpyou?
G:Yes.I’dlikeatableforeightat7:00thisevening.Canyouarrangeitforus?
R:Justaminute.I’llcheckifthereanyavailability(空位).(Afterawhile)I’msorry,sir.Therearen’tanytablesleftfor7:00,butwecangiveyouoneat8:30.Wouldyouliketomakeareservationatthattime?
G:Well,letmesee.Itseemsalittlelate.
R:Usually,therestaurantwillbequieter(比較安靜)atthattime,sir.
G:That’sthetruth,andweneedaquietplaceinfact.
R:ThenIwillrecommendtheWestLakeRoom.Itisquietandspacious(寬敞).Andweofferfreefruitjuiceafter8:30.
G:Fine.Ichangethetimeto8:30.
R:Verygood,sir.Atableforeightat8:30thiseveninginWestLakeRoom.
MayIhaveyourname,please?
G:It’sSmith.
R:Thankyouverymuch,Mr.Smith.Bye.
篇2:酒店預(yù)定服務(wù)工作流程
(一)預(yù)定前的準(zhǔn)備工作
1.檢查預(yù)定報(bào)表和各種統(tǒng)計(jì)表,掌握已經(jīng)定出的客房情況,定房數(shù)量。
2.檢閱電腦,明確當(dāng)日住店和即將離店客人狀況,掌握哪些客房從哪天開始可以預(yù)定,防止訂房與住店客人用房發(fā)生沖突。
3.查閱交接班記錄,了解工作完成和未完成預(yù)定處理情況。
4.準(zhǔn)備好預(yù)定單和預(yù)定表格、用品,調(diào)整電腦處于待工作狀態(tài)。
(二)函件預(yù)定受理程序
1.收到客人定房申請函件,交預(yù)定領(lǐng)班審閱,預(yù)定領(lǐng)班按團(tuán)隊(duì)預(yù)定、會(huì)議預(yù)定、散客預(yù)定、公司預(yù)定等分類。
2.團(tuán)隊(duì)、會(huì)議和重要預(yù)定由領(lǐng)班受理,公司、散客預(yù)定交預(yù)定員受理。
3.各預(yù)定人員迅速查閱“客房預(yù)定流量控制表”,在掌握可定房基礎(chǔ)上,確定是否接受客人預(yù)定申請
(三)函件預(yù)定處理程序
1.團(tuán)隊(duì)函件預(yù)定處理。詳細(xì)閱讀函件內(nèi)容,了解預(yù)定單位與聯(lián)系人,客人預(yù)定時(shí)間、數(shù)量等具體要求。填寫“團(tuán)隊(duì)客人預(yù)定單”。統(tǒng)計(jì)預(yù)定數(shù)量,并將預(yù)定單交電腦錄入員。
2.會(huì)議函件預(yù)定處理。詳細(xì)閱讀函件,掌握舉辦單位預(yù)定要求,填寫“會(huì)議用房預(yù)定單”并將預(yù)定單交電腦錄入員。
3.公司、散客函件預(yù)定。根據(jù)客人定房要求直接填寫“散客、公司客人預(yù)定單”,并將預(yù)定單交電腦錄入員。
4.擬寫定房確認(rèn)信。各類預(yù)定已經(jīng)確定可以受理后,寫出定房確認(rèn)函件稿,交預(yù)定領(lǐng)班審閱簽發(fā),然后按客人來函方式發(fā)出。
5.對于不能接受的預(yù)定或時(shí)間、客房類型不能滿足要求的預(yù)定,擬寫婉拒函件或列為“候補(bǔ)”、“優(yōu)先等待”復(fù)函件。交領(lǐng)班審閱后按客人來函方式發(fā)出。
6.電腦錄入員將各類預(yù)定單按客人定房要求輸入電腦。并根據(jù)電腦統(tǒng)計(jì)顯示修改“客房預(yù)定流量控制表”,以為后來的函件預(yù)定提供依據(jù),并將預(yù)定單及資料按客人進(jìn)店日期存檔。
7.有疑問的函件預(yù)定,交領(lǐng)班處理。
(四)口頭預(yù)定處理程序
1.客人來店口頭定房。詳細(xì)詢問客人要求,請客人填寫預(yù)定單。告之客人填寫要求,然后審閱預(yù)定單,交電腦錄入員輸入電腦,發(fā)給客人確認(rèn)信。如客人預(yù)定時(shí)間、房間數(shù)量、類型等不清,請客人帶回預(yù)定單,填好后送來或寄給賓館預(yù)定處,再做電腦輸入,并將預(yù)定單存檔。
2.客人電話定房。詳細(xì)詢問客人需求,填寫預(yù)定單,并將預(yù)定單內(nèi)容復(fù)述給客人,確認(rèn)無誤后,再將預(yù)定單內(nèi)容輸入電腦。
3.如果定房已滿不能滿足客人要求,禮貌婉拒,請客人到其他飯店預(yù)定或幫助客人聯(lián)系定房。
4.如果客人愿付定金或預(yù)定房費(fèi),頂房員應(yīng)表示感謝,并開據(jù)定單請客人到前廳收銀處付款,再將定單內(nèi)容錄入電腦,并將此定房做保定定房處理。
5.將預(yù)定單按客人進(jìn)店日期存檔。
(五)客房預(yù)定核對程序
1.第一次核對。客人進(jìn)店前20天,找出需當(dāng)日核對的預(yù)定單與函件,用電話或其他方式與定房人聯(lián)系,核實(shí)預(yù)定人數(shù)、房間數(shù)與類型,進(jìn)離店日期等。如有變更,須修改定單和電腦記錄,并在定單上加蓋“第一次核對”印章。
2.第二次核對。客人進(jìn)店前7天,找出當(dāng)日核對的定單與函件,查閱沒有明確抵達(dá)日期和航班的預(yù)定,與定房人聯(lián)系落實(shí)。修改定單與電腦記錄,在定單上加蓋“第二次核對”的印章。
3.對于“優(yōu)先等待”、“列為候補(bǔ)”的預(yù)定,查閱“定房流量控制表”,有房間時(shí)轉(zhuǎn)為正式預(yù)定,并擬寫定房確認(rèn)函件發(fā)給客人。
4.將vip客人預(yù)定,重要團(tuán)隊(duì)、會(huì)議預(yù)定,作電腦封定房間處理,告之前廳接待處到日留出房間
5.第三次核對。客人進(jìn)店前一天,找出定單與函件,做以下核對:
(1)檢查所有函件是否與定單內(nèi)容一致,防止差錯(cuò)。
(2)找出非保證定房,與定房人聯(lián)系,核對預(yù)定內(nèi)容,催請客人來店。
(3)再次核查vip預(yù)定和重要定單有無差錯(cuò),請前廳接待處再次封定所有定房,保證所有預(yù)訂客人進(jìn)店即有房可住。
(4)對簽有合同、協(xié)議的團(tuán)隊(duì)、會(huì)議預(yù)定,與銷售部聯(lián)系,核對預(yù)訂與電傳內(nèi)容和協(xié)議房價(jià)是否相符。
篇3:餐廳預(yù)定服務(wù)英語知識(shí)點(diǎn)
餐飲預(yù)定服務(wù)Reservation
一、詞匯
普通預(yù)定:SimpleReservation宴會(huì)預(yù)定:BanquetReservation
團(tuán)體包餐預(yù)定:GroupReservation外賣服務(wù):DeliveryService
電話預(yù)定:Telephone來店預(yù)定:Spot/Talk
信函預(yù)定:Mail傳真預(yù)定:Fa*電傳預(yù)定:Tele*
客人姓名:GuestName單位名稱:NameofGroup
登記編號:Code聯(lián)系電話/地址:TelephoneNumber/Address
就餐人數(shù):NumberofGuests預(yù)定就餐時(shí)間:Sit-downTime
包房:PrivateRoom餐位/價(jià)格:Table/price
特殊要求:SpecialAcquirements折扣優(yōu)惠:Discount
付款方式:Payment餐位保留時(shí)間:Cut-offTime
取消預(yù)定的規(guī)定:ReservationAmendments/Cancellation
再次確認(rèn):Reconfirmation
二、電話預(yù)定服務(wù)
1、接聽:Goodmorning/afternoon/evening!ThisisAscotCafe.MayIhelpyou?
????Sorrytohavekeptyouwaiting.
2、查詢:Pleasewaitaminute.I’llcheckitforyou.
Wouldyouliketowaitamomentorletmecallyoubacklater?
3、致歉:WhattablesdoyoulikeI’msorry,therestaurantisfull.
I’mafraidtherearenotablesyoulike.Wouldyoumindchangingone?
4、溝通:Thankyouforcalling.Welookforwardtohavingyouwithus.
三、經(jīng)典對話
1、普通預(yù)定
R=ReservationClerk:預(yù)定服務(wù)員G=Guest:顧客
R:Goodafternoon!ThisisPearlRestaurant.Liliisspeaking.MayIhelpyou?
G:I’dliketoreserveatablefortwotonight,please.
R:Forwhattime,sir?
G:Around7:15.
R:MayIhaveyournameandtelephonenumberplease,sir?
G:Baker.Andmynumberis334-4758.
R:Wouldyoupleasespellit?
G:B-A-K-E-R.
R:IsthatDasindogorBasinboy?
G:Basinboy.
R:Thankyou!Atablefortwoat7:15thiseveningforMr.Baker.
G:That’sright.
R:Thankyouforcalling,Mr.Baker.Bytheway,asthatisthepeakhour(高峰時(shí)段),weonlycankeepyourtableforhalfanhour.Thatmeansyoushouldcomebefore7:45.Welookforwardtowelcomingyou.
2、外賣服務(wù)
G:Hello!Doyoudeliverlunchbo*es?你好!請問你們送外賣盒飯嗎
R:Yes,wedo.WhatcanIdoforyou?
G:Whatdoyouhave?能否介紹一下有什么菜式
R:Meatandeggs:boiledchicken,chickeninsoysauce,double-cookedpork,steamedfish,porkribsintomatosauce,roastpork,roastgoose,friedbeef,friedegg,saltedeggandegginsoysauce.Vegetables:cabbage,heartofcabbage,Chinesespinach,watercressandcelery.肉蛋類有:白切雞,豉油雞、回鍋肉、清蒸草魚、茄汁排骨、叉燒、燒鵝、油泡牛肉、煎蛋、咸蛋、鹵水蛋。蔬菜有:白菜、菜心、莧菜、西洋菜和芹菜。
G:ThenI’dliketenlunchbo*eswhichincludeboiledchicken,friedeggandcabbage.Howmucharethey?我要10份盒飯,要白切雞、煎蛋和白菜。一共多少錢
R:Eachiseightyuan,thetotaliseightyyuan.WhereshouldItaketo?
每個(gè)八元,一共八十元。請問送到哪里
G:Room1009,CommercialBuilding(商業(yè)大廈).Howlongdoesittaketodeliver?
R:Youwillhavethemin20minutes.
3、無法滿足預(yù)定要求
G:Hello,isthattheHappyHourRestaurant?
R:Speaking.MayIhelpyou?
G:Yes.I’dlikeatableforeightat7:00thisevening.Canyouarrangeitforus?
R:Justaminute.I’llcheckifthereanyavailability(空位).(Afterawhile)I’msorry,sir.Therearen’tanytablesleftfor7:00,butwecangiveyouoneat8:30.Wouldyouliketomakeareservationatthattime?
G:Well,letmesee.Itseemsalittlelate.
R:Usually,therestaurantwillbequieter(比較安靜)atthattime,sir.
G:That’sthetruth,andweneedaquietplaceinfact.
R:ThenIwillrecommendtheWestLakeRoom.Itisquietandspacious(寬敞).Andweofferfreefruitjuiceafter8:30.
G:Fine.Ichangethetimeto8:30.
R:Verygood,sir.Atableforeightat8:30thiseveninginWestLakeRoom.
MayIhaveyourname,please?
G:It’sSmith.
R:Thankyouverymuch,Mr.Smith.Bye.