旅游景区服务管理

,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,景区餐饮服务,Services of Food &Beverage,旅游景区管理,书名：旅游景区管理,书号：,978-7-111-37060-4,作者：胡红梅 主编,出版社：机械工业出版社,2,Scenic restaurants,游客在旅游景区参观游览过程中会产生餐饮需求，旅游景区餐饮服务是应游客餐饮需求而提供的服务。,Tourists will have dining demands when they are visiting attractions. Scenic restaurants meet the tourists dining demands.,3,Scenic restaurants,餐饮服务是景区服务的重要组成部分，餐饮服务的质量水平和风格特色在很大程度上反映了景区经营的总体质量水平和风格特色。,The service quality and style features of the scenic restaurants reflect the whole service level of scenic spot.,4,Vocabulary,reservation,rezven,n.,预定,chopsticks,tpstks,n.,筷子,delicious,dls,adj.,美味的，可口的,tip,tp,v.&n.,（给）小费,tip waiters,给服务员小费,5,Vocabulary,breakfast n.,早餐,lunch n.,午餐,supper n.,晚餐,dinner n.,正餐，宴会,lemonade lemned n.,柠檬水,order v.,点菜,6,Vocabulary,fry v.,煎，油炸,deep fry,炸,boil v.,煮,braise brez v.,焖,roast v.,烤,bake v.,焗,7,Vocabulary,sour adj.,酸的，有酸味的,sweet adj.,甜的，有甜味的,bitter adj.,苦的，有苦味的,hot adj.,辣的，有辣味的,sugar n.,糖,vinegar,vng(r),n.,醋,8,Vocabulary,juice n.,果汁,tea n.,茶,coffee n.,咖啡,beverage n.,饮料,beer n.,啤酒,dessert,dz:t,n.,餐后甜食,甜点,9,Vocabulary,noodle n.,面条,lobster lbst(r) n.,龙虾；龙虾肉,surcharge s:t:d n.,附加费，额外费用,pepper salt,椒盐,western food,西餐,10,Vocabulary,soda water,苏打水,orange juice,橙汁,mineral water,矿泉水,ice cream,冰淇淋,deep-fried chicken,炸鸡,roasted duck,烤鸭,11,Vocabulary,steamed fish,清蒸鱼,smoked fish,熏鱼,instant boiled mutton,涮羊肉,fried rice with beef,牛肉炒饭,baked rice with seafood,海鲜焗饭,pork noodles,肉丝面,12,Vocabulary,fried pigeon with pepper salt,椒盐乳鸽,duck and bamboo shoots in soup,笋干老鸭煲,Beijing roast duck,北京烤鸭,West Lake vinegar fish,西湖醋鱼,Dongpo pork,东坡肉,braised pork with soy sauce,红烧肉,13,常用句型,/Sentences,Have you made a reservation?,您们有预定吗？,Yes, Mr. Li, the phone number is 123456789.,是的，有预定，李先生，电话号码是,123456789.,How many people, please?,请问您们是几个人？,14,常用句型,/Sentences,This way, please. Ill show you the table.,请往这边走，我给您们安排座位。,Have you got a table for two, please,？,请问您有两个人的桌子吗？,Smoking or non,smoking,？,吸烟区还是非吸烟区？,Wed like a table by the window.,请给我们安排一个靠窗的桌子吧。,15,常用句型,/Sentences,Im so sorry that the tables by the window are not available now.,非常抱歉，靠窗的位置已经没有了。,How about sitting here? Its very quiet.,您看坐这里怎么样？这里十分安静。,Would you like to order now? / Are you ready to order now,？,您现在要点菜吗？,16,常用句型,/Sentences,Do you have menus?/ Could I see the menu, please,？,您们有菜单吗？,Your menu, please.,您的菜单。,May I take the order now?,您点好了吗？,Do you have any special to recommend?,您有推荐的吗？,17,常用句型,/Sentences,It is a most popular dish.,这道菜非常受欢迎。,How would you like your steak cooked?,请问您的牛排要几成熟？,Rare,一成熟；,Medium Rare,三成熟；,Medium,五成熟；,Medium Well,七成熟；,Well Done,全熟,Would you like something to drink?,请问您要喝点什么？,18,常用句型,/Sentences,Green tea or black tea?,绿茶还是红茶？,Do you like some ice for your beer?,您的啤酒要加冰块吗？,Ill change it right away.,先生，对不起，我马上给您换一盘。,Bill, please.,结账。,19,常用句型,/Sentences,A moment, please.,请稍等。,Here is your bill. The total is 365 Yuan.,这是您们的账单，一共是,365,元。,Would you like to pay in cash or by credit card?,请问您是付现金还是使用信用卡结帐？,20,常用句型,/Sentences,Keep the change as your tip.,零钱就作为你的小费吧。,What do you think of the dishes today?,您觉得今天的饭菜怎么样？,I beg your pardon? / Pardon?,对不起，请您再说一遍好吗？,21,景区餐饮服务管理,Service Management of Food &Beverage,着制服，戴工牌,To wear the uniform and badge,仪容整齐，化妆得体，符合岗位要求,The makeup and wearing meet the jobs requirements,保持好的心态，时刻微笑着,To maintain a good attitude, always smiling,22,景区餐饮服务管理,Service Management of Food &Beverage,在门口迎接顾客，当游客走近时，向游客道出欢迎语：“早上好,/,下午好,/,晚上好！”,To say “good morning /afternoon /evening! Welcome to come here!” when tourists coming to the restaurant,询问游客是否有预定,To ask tourists whether they have made a reservation,23,景区餐饮服务管理,Service Management of Food &Beverage,将有预定的游客引导至预定的餐桌；帮助没有预定的游客寻找满意的餐位,To show tourists the table that they have booked, or to help tourists to find a satisfied table,呈递菜单给游客,To show the menu to tourists,24,景区餐饮服务管理,Service Management of Food &Beverage,在游客看菜单时，及时地按照游客需要增加或撤走餐具,To add or take away tableware timely when tourists are looking at the menu,当游客有疑问时，解释菜单上的内容,To explain the dishes on menu when tourists dont understand,25,景区餐饮服务管理,Service Management of Food &Beverage,询问是否点菜，帮助游客点菜,To ask tourists whether they need to order dishes at that time or not, if so, to help them order dishes,填写点菜单，迅速传递菜单给专职的传菜员或厨房,To finish the order and pass it to kitchen soon,26,景区餐饮服务管理,Service Management of Food &Beverage,询问是否需要饮品,To ask if tourists need beverage,为游客铺餐巾、上茶水,To unfold napkins and serve tea or water,注意上菜的位置，上菜时报菜名,To place dishes from a suitable location and tell guests the name of each dish,27,景区餐饮服务管理,Service Management of Food &Beverage,陆续为游客上齐所有的菜,To serve all the dishes for tourists one after another,核对菜单后告知游客“菜已上齐”,To tell tourists that “all the dishes are here” after checking,游客要结账时，递上菜单和笔供游客核对,To pass the order and a pen to tourists when theyll pay the bill,28,景区餐饮服务管理,Service Management of Food &Beverage,询问游客结账方式,To ask by which way tourists will pay the bill,结账并询问游客对此次用餐是否满意,To help tourists pay the bill and ask them if are satisfied with the food,有礼貌地送客,To bid farewell to guests,清理用过餐的台面,To clear up the table,29,情景演练,Scenario Simulation,景区饭店预定中餐,/ to book lunch in a scenic restaurant,游客打电话给旅游景区的百合花饭店，预定六人餐桌。,A tourist calls Lily Restaurant which is inside the scenic spot to book a table of six for the days lunch.,T,：,tourist,（景区游客）,S: staff of the restaurant reservations at the scenic spot,（景区饭店预定处接线员）,30,情景演练,Scenario Simulation,景区饭店引座服务,/ to show the table for tourists in a scenic restaurant,客人一家五口来到景区饭店用晚餐，服务员负责引位。客人想坐靠窗的餐位，但是靠窗的桌子已有客人在用餐了。服务员把墙边的一个桌子推荐给客人，那里宽敞又安静，客人非常满意。,31,情景演练,Scenario Simulation,A family of five comes to a scenic restaurant, and a waiter shows them the way. The tourists would like to sit by the window, but the tables by the window have already been occupied. The waiter recommends a table beside the wall, where it is spacious and quiet. The tourists are all satisfied with the recommendation.,32,情景演练,Scenario Simulation,景区饭店点餐服务（中餐）,/ services for ordering dishes in a Chinese restaurant,游客在景区的一家中餐馆点餐。,A tourist is ordering dishes in a Chinese restaurant of the scenic spot.,T,：,tourist,（景区游客）,W,：,waiter of the restaurant at the scenic spot,（饭店服务员）,33,情景演练,Scenario Simulation,景区饭店点餐服务（西餐）,/ services for ordering dishes in a western restaurant,游客在景区的一家西餐厅点餐。,Tourists are ordering meals in a western food restaurant of the scenic spot.,T1,：,female tourist,（女游客）,T2,：,male tourist,（男游客）,W,：,waiter of the restaurant at the scenic spot,（饭店服务员）,34,情景演练,Scenario Simulation,景区饭店结账服务,/ to help tourists to pay the bill in a scenic restaurant,游客在景区饭店用完午餐，工作人员正在协助其结账。,Tourists would like to pay the bill after lunch in a scenic restaurant with the help of a waiter.,T,：,tourist,（景区游客）,W,：,waiter of the restaurant at the scenic spot,（饭店服务员）,35,情景演练,Scenario Simulation,游客打电话给旅游景区的百合花饭店，预定六人餐桌。,A tourist calls Lily Restaurant which is inside the scenic spot to book a table of six for the days lunch.,景区饭店预定中餐,/ to book lunch in a scenic restaurant,36,情景演练,/ Scenario Simulation,客人一家五口来到景区饭店用晚餐，服务员负责引位。客人想坐靠窗的餐位，但是靠窗的桌子已有客人在用餐了。服务员把墙边的一个桌子推荐给客人，那里宽敞又安静，客人非常满意。,A family of five comes to a scenic restaurant, and a waiter shows them the way. The tourists would like to sit by the window, but the tables by the window have already been occupied. The waiter recommends a table beside the wall, where it is spacious and quiet. The tourists are all satisfied with the recommendation.,景区饭店引座服务,/ to show the table for tourists in a scenic restaurant,37,情景演练,Scenario Simulation,游客在景区的一家中餐馆点餐。,A tourist is ordering dishes in a Chinese restaurant of the scenic spot.,景区饭店点餐服务（中餐）,/ services for ordering dishes in a Chinese restaurant,38,情景演练,Scenario Simulation,游客在景区的一家西餐厅点餐。,Tourists are ordering meals in a western food restaurant of the scenic spot.,景区饭店点餐服务（西餐）,/ services for ordering dishes in a western restaurant,39,情景演练,Scenario Simulation,游客在景区饭店用完午餐，工作人员正在协助其结账。,Tourists would like to pay the bill after lunch in a scenic restaurant with the help of a waiter.,景区饭店结账服务,/ to help tourists to pay the bill in a scenic restaurant,40,Thank you!,41,9,、,要学生做的事，教职员躬亲共做；要学生学的知识，教职员躬亲共学；要学生守的规则，教职员躬亲共守。,2024/8/28,2024/8/28,Wednesday, August 28, 2024,10,、阅读一切好书如同和过去最杰出的人谈话。,2024/8/28,2024/8/28,2024/8/28,8/28/2024 7:45:36 PM,11,、一个好的教师，是一个懂得心理学和教育学的人。,2024/8/28,2024/8/28,2024/8/28,Aug-24,28-Aug-24,12,、要记住，你不仅是教课的教师，也是学生的教育者，生活的导师和道德的引路人。,2024/8/28,2024/8/28,2024/8/28,Wednesday, August 28, 2024,13,、,He who seize the right moment, is the right man.,谁把握机遇，谁就心想事成。,2024/8/28,2024/8/28,2024/8/28,2024/8/28,8/28/2024,14,、谁要是自己还没有发展培养和教育好，他就不能发展培养和教育别人。,28 八月 2024,2024/8/28,2024/8/28,2024/8/28,15,、一年之计，莫如树谷；十年之计，莫如树木；终身之计，莫如树人。,八月 24,2024/8/28,2024/8/28,2024/8/28,8/28/2024,16,、提出一个问题往往比解决一个更重要。因为解决问题也许仅是一个数学上或实验上的技能而已，而提出新的问题，却需要有创造性的想像力，而且标志着科学的真正进步。,2024/8/28,2024/8/28,28 August 2024,17,、儿童是中心，教育的措施便围绕他们而组织起来。,2024/8/28,2024/8/28,2024/8/28,2024/8/28,谢谢观赏,You made my day!,我们，还在,路,上,