第七章订餐chapter 7Food and Beverage Reservation

,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,点按此处编辑母版标题风格,点按此处编辑文本风格,第二级,第三级,第四级,第五级,*,*,Hotel Situational English Unit 10,Hotel Situational English Unit 10,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,Unit,7,Food and Beverage Reservation,Unit 7,Objectives,1,Warming-up Activities,2,Post Introduction,3,Vocabulary,4,Action Learning,7,Useful Sentences,5,Dialogue,6,Reading,8,How to reserve tables in the restaurant,Look at the following pictures and try to put appropriate terms under the pictures.,suckler,peony & birds nest dish,stewed meatball,2. Questions for,Discussion,1.,Who is responsible for F & B Reservation?,(The F & B Reservation manager.),2.,How would you introduce service hours,of restaurant?,(Sir/Madam, we are open from 7:00 a.m. until 10:00 p.m. ),The Food and Beverage Department, commonly referred to as the F&B Department, is one of the most important divisions in any successful hotel. The F&B Department is responsible for all the food and drink that the guests will consume during their stay at the hotel. Whether it is through room service, dining in the hotels banquet hall, or dining room, the F&B Department performs a vital function for the guests. This department ensures the guests will have a wonderful experience at the hotel, and prompt, courteous service is a must.,A key member of the F&B Department is the Reservationist. The Reservationist is in charge of the reception desk for the dining hall or restaurant. At the reception desk, there will be the telephone, computer, menus, wine list, guest checks, and pen. The main role of the Reservationist is to ensure the efficient operation of the front of the restaurant. The Reservationist has many duties before and during the dinnertime:,Food and Beverage Department,Answering phones,Taking reservations,Organizing reservations,Ensuring no over-booking,Coordinating reservations and seating with the manager,Communicating with staff throughout the night,Ensuring guest satisfaction,Food and Beverage Department,The Reservationist is accountable for incoming calls from all guests requesting reservations. A professional, pleasant phone manner is a valuable asset. When taking any reservation for the restaurant, the Reservationist must pay attention to a few key factors.,To avoid any mistakes or future problems, make sure to get the guests name and room number, time of the reservation, and number of guests who will be joining them for dinner (Note: If the diners are not guests at the hotel, then be sure to get a phone number, as well.) Next, ask the guest if there will be any special needs or requests for the evening (there may be a handicapped guest, or it may be a special occasion- such as an anniversary or birthday). Lastly, if the date or time they requested is full, offer them alternative choices that may be suitable for the guest.,Food and Beverage Department,The Reservationist will then place all this information into the reservation record under the proper date and time. Keeping a proper, updated record will avoid problems, such as over-booking or misplacing a reservation. When taking a phone call, always be polite. Begin the conversation by greeting the caller with, “Good morning,” “Good afternoon,” or “Good evening.” Then introduce yourself and ask, “How may I help you today?” After confirming the reservation and writing the reservation in the record, many restaurants will want the Reservationist to place a placard with the guests name on the proper table. This is a nice touch that makes the guest feel welcomed and important when they arrive for dinner.,Food and Beverage Department,According to,the text,What,are the duties of the reservationist,before and during the dinner time,?,What will a reservationist do,when taking reservation,?,Work in groups and discuss the questions.,The duties of the reservationist before and during the dinner tim,are:,Answering phones,Taking reservations,Organizing reservations,Ensuring no over-booking,Coordinating reservations and seating with the manager,Communicating with staff throughout the night,Ensuring guest satisfaction,W,hen taking reservation,t,he reservationist is responsible for:,M,ake sure to get the guests name and,room number, time of the reservation, and number of guests who will be joining them for dinner,.,A,sk the guest if there will be any special needs or requests for the evening,.,I,f the date or time they requested is full, offer them alternative choices that may be suitable for the guest.,Greeting the guest,.,Asking the time and people of the dinner,.,Asking if there is any special requirements,.,Asking for the name and telephone number of the geust,.,Confirming the details of the reservation,.,Appreciating the calling of the guest,.,The Procedure of Taking a Restaurant Reservation Is:,Context: In Rose Restaurant, the reservationist (R) is receiving a reservation call and helping the guest (G, Tim Bork) to reserve a table.,R:Good morning, thank you for calling the Lotus Palace Restaurant. How may I help you?,G:Yes, I need a table for dinner tonight.,R:Certainly, sir. What time would you like to dine with us this evening?,G:I was thinking about 6:30. Do you have a table available for then?,R:Yes, that will not be a problem. What name would you like me to put on the reservation?,G:James Phillips, please.,R:Sure, Mr. Phillips. And how many people will be joining you tonight?,G:Uh, there will be four of us.,Taking Restaurant Reservation,R:Excellent. Now I will just need your phone number.,G:We are staying in the hotel, room 814.,R:So that will be a reservation for the Phillips party of four at 6:30 this evening. Is that correct, Mr. Phillips?,G:Yes, that will do just fine. Thank you.,R:Very well. Have a wonderful day, Mr. Phillips, and we look forward to seeing you tonight. Thank you so much for calling.,Taking Restaurant,Reservation,Task Practice,任务操练,Challenges,问题挑战,Solutions,探索解决,1.,List as many words related to food and beverage,reservation as you can.,Restaurant,Reserve,Close,Contact,Appreciate,Appreciative,Arrange,Party,A party of four,Vacant,A vacant/free table,Care to,Seat,2.,List as many useful sentences related to food and beverage reservation as you can.,Good afternoon. Western restaurant. What can I do for you?,For what time, madam?,How many people are there in your party, sir?,Under whose name, please?,Have you got a reservation, sir?,Make a conversation based on the given situation.,Mr. William Smith (B) wants to book a table in Lishan Restaurant., He wants to make it at 7:00 p.m., There happens not to be any vacancy at that time., He decides to make it the same time tomorrow.,A: Lishan Restaurant. Good evening. Can l help you,？,B: Yes. Id like to make a reservation for two at 7:00 this evening.A: Im sorry, sir. There arent any tables left for seven. But we can book one for you at 8:00. Is that OK with you,？,B: Its too late.A: Im so sorry, sir. We are fully booked today. How about tomorrow evening,？,B: Thats OK. Now Ill Book one for tomorrow evening at 7:00. What is your running time,？,A: We are open until midnight. May I have your name,？,B: William Smith.A: OK. Mr. William Smith, a table for two at 7:00 tomorrow evening. Is there anything else I can do for you,？,B: No, thanks. Bye.A: Goodbye.,Listen to the conversation and discuss the following questions,How many guests will there be?,1) 2 persons.,Do you know till when can the table be held for the guest?,2) 8:15 p.m.,M: Do you take reservations?,W: Of course. Reservations arent necessary, but we recommend them as our restaurant can get quite busy.,M: I need a table for two for tonight.,W: What time?,M: Wed like to be seated at 8:00pm.,W: Smoking or non?,M: Non-smoking.,W: What name is the reservation under?,M: My name is Paul.,W: OK. Please arrive at 7:45. We can only hold the table until 8:15.,1. When receiving a telephone call for dining reservation, what should the reservationist do to help the guests?,As qualified staff, we could offer help in this way:,Greet the guest in a friendly manner.,Get all important information pertaining to the reservation, such as:,Name,Date and time of reservation,Number of guests,Phone number,Any special needs or requests,c.,Confirm all information by repeating it back to the caller.,d.,Thank the guest for calling and dining at the hotel.,2. When there are no available times for the guest to make a reservation, what are some ways that the reservationist may assist the caller?,Ask the guest if another time or date would work for them.,If not, offer suggestions of other quality restaurants nearby.,If the guest is willing to dine elsewhere, offer to help make a reservation for them at the other restaurant (you will probably need all the same information for making the reservation as is required at your hotel: name, number of guests, phone number, etc.).,Be sure to call the guest back to inform them of their reservation status, and to see if they need directions or a taxi to bring them there.,3. What should the restaurant staff be doing while helping to seat guests?,The restaurant staff may offer help in this way:,a,.,Greet the guests by welcoming them to the restaurant.,b,.,Find out if they have a reservation.,c,.,If not, direct them to the Reception Desk so the Reservationist can make sure there is an available table this evening.,d,.,If they do have a reservation, then get their name and lead them to the proper table. Do this by saying, “Certainly, right this way, please.” Or, “Yes, Mr. Phillips, please follow me.”,e,.,As soon as the guests are seated, bring them menus and ask if they would care to see a wine list. Next, recommend some dishes and offer to take their drink order.,f,.,Assure the guests that their meals will be served promptly, and be sure to check on the guests periodically in case they may need anything else.,4.,Mr. Kinney has come to a restaurant for diner, but there is no free table at the moment. As a qualified restaurant staff, what should we do to help him?,a,.,Greet the guest(s) and inform them that there is not an available table at this time.,b,.,Ask them if they would care to wait a few minutes,until a table becomes available.,c,.,If so, suggest they wait in the hotels lounge and offer to bring them a beverage while they are waiting.,d,.,Keep them informed as to when their table is ready.,5,. Sometimes it is necessary to overbook in the restaurant. What is overbooking? What is the reason for this practice?,a,.,Overbooking is the practice of accepting more reservations for a given day or time than the restaurant,can let,.,b,.,The reason for the practice of overbooking is to maximize profits for the restaurant, and to ensure there will be no empty tables on busy nights at the restaurant. Why is it necessary to occasionally overbook?,Sometimes guests do not show for their reservation.,Guests may cancel their reservation.,6,. When seating guests, what can we ask or do to ensure their needs are met?,a,.,Where would you prefer to sit, sir? (or madam),b,.,Would you care for a window table, or one by the piano?,c,.,W,ill this table do for this evening?,7. If some guests complain that there is a smoking guest in the non-smoking restaurant, what should the restaurant staff do?,a,.,Inform the manager of the problem.,b,.,Approach the smoking guest and kindly inform them that it is a non-smoking restaurant, and direct them to an area where smoking is permitted.,c,.,Thank the smoking guest for their cooperation.,d,.,Let the first guests know that the problem has been remedied.,8. When some guests prefer a larger table, but the restaurant doesnt have any, what would the restaurant staff do to help them?,a,.,Sympathize with their request and apologize for the,inconvenience.,b,.,Offer them some options, like:,Waiting in the lounge until a larger table becomes available,Allowing the staff to put two smaller tables together for them,Taking Reservations,Most restaurant reservations are taken over the telephone. As a qualified reservationist, we must know the telephone manners. A kind and helpful telephone manners is essential however busy you are :Always answer the phone immediately when it rings.Have the reservation book close to hand.Offer guest your help.Answer any questions clearly and politely. If you do not know the answer, find someone who does or offers to call back.,Taking Reservations,The most important things to make sure are when the tables are required and how many people there are in the party. After making sure that a suitable table is available and when the table is needed, continue taking the reservation, asking for the following additional detai,ls:,The hosts nameTime of arrivalContact phone numberSpecial requirementsConfirm all the details by repeating the guests requirements.,Make sure everything has been clearly written into the reservation,book .,Taking Reservations,Exercise 1. Multiple Choices1. As a qualified reservationist, we must know the telephone _. A. operators B. skills C. manners,D. numbers2. A kind and _ telephone manners is essential. A. helpfulB. lovelyC. humorous D. skillful 3. Most restaurant reservations are taken _. A. over then telephone B. in personC. by guests,D. by operator4. According to the text, after making sure that _ is available and when _ is needed, we can continue taking the reservation. A. the dining time B. reservation C. a suitable table,D. the table Keys: 1. C 2.A 3. A 4. C D,Exercise 2: Discuss the Following Questions,1.,What are the first things to make sure when receiving a reservation?When the tables are required and how many people there are in the party.2. What information should we get from the guest when receiving a reservation? The hosts nameTime of arrivalContact phone numberSpecial requirements,Thank You!,