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,noodlen.,面条,lobsterlbst(r)n.,龙虾,；,；龙,虾,虾肉,surcharge,s,:t,:dn.,附加,费,费，,额,额外,费,费用,peppersalt,椒盐,westernfood,西餐,10,Vocabulary,sodawater,苏打,水,水,orangejuice,橙汁,mineralwater,矿泉,水,水,icecream,冰淇,淋,淋,deep-friedchicken,炸鸡,roastedduck,烤鸭,11,Vocabulary,steamedfish,清蒸,鱼,鱼,smokedfish,熏鱼,instantboiledmutton,涮羊,肉,肉,friedricewithbeef,牛肉,炒,炒饭,bakedricewithseafood,海鲜,焗,焗饭,porknoodles,肉丝,面,面,12,Vocabulary,friedpigeonwithpeppersalt,椒盐,乳,乳鸽,duckandbambooshootsinsoup,笋干,老,老鸭,煲,煲,Beijingroastduck,北京,烤,烤鸭,WestLakevinegarfish,西湖,醋,醋鱼,Dongpopork,东坡,肉,肉,braisedporkwithsoysauce,红烧,肉,肉,13,常用,句,句型,/Sentences,Haveyoumadeareservation?,您们,有,有预,定,定吗,？,？,Yes,Mr.Li,thephonenumberis123456789.,是的,，,，有,预,预定,，,，李,先,先生,，,，电,话,话号,码,码是,123456789.,Howmanypeople,please?,请问,您,您们,是,是几,个,个人,？,？,14,常用,句,句型,/Sentences,Thisway,please.Illshowyouthetable.,请往,这,这边,走,走，,我,我给,您,您们,安,安排,座,座位,。,。,Haveyougotatablefortwo,please,？,请问,您,您有,两,两个,人,人的,桌,桌子,吗,吗？,Smokingornon,smoking,？,吸烟,区,区还,是,是非,吸,吸烟,区,区？,We,dlikeatablebythewindow.,请给,我,我们,安,安排,一,一个,靠,靠窗,的,的桌,子,子吧,。,。,15,常用,句,句型,/Sentences,Imsosorrythatthetablesbythewindowarenotavailablenow.,非常,抱,抱歉,，,，靠,窗,窗的,位,位置,已,已经,没,没有,了,了。,Howaboutsittinghere?It,sveryquiet.,您看,坐,坐这,里,里怎,么,么样,？,？这,里,里十,分,分安,静,静。,Wouldyouliketoordernow?/Areyoureadytoordernow,？,您现,在,在要,点,点菜,吗,吗？,16,常用,句,句型,/Sentences,Doyouhavemenus?/CouldIseethemenu,please,？,您们,有,有菜,单,单吗,？,？,Yourmenu,please.,您的,菜,菜单,。,。,MayItaketheordernow?,您,点,点,好,好,了,了,吗,吗,？,？,Doyouhaveanyspecialtorecommend?,您,有,有,推,推,荐,荐,的,的,吗,吗,？,？,17,常,用,用,句,句,型,型,/Sentences,Itisamostpopulardish.,这,道,道,菜,菜,非,非,常,常,受,受,欢,欢,迎,迎,。,。,Howwouldyoulikeyoursteakcooked?,请,问,问,您,您,的,的,牛,牛,排,排,要,要,几,几,成,成,熟,熟,？,？,Rare,一,成,成,熟,熟,；,；,MediumRare,三,成,成,熟,熟,；,；,Medium,五,成,成,熟,熟,；,；,MediumWell,七,成,成,熟,熟,；,；,WellDone,全,熟,熟,Wouldyoulikesomethingtodrink?,请,问,问,您,您,要,要,喝,喝,点,点,什,什,么,么,？,？,18,常,用,用,句,句,型,型,/Sentences,Greenteaorblacktea?,绿,茶,茶,还,还,是,是,红,红,茶,茶,？,？,Doyoulikesomeiceforyourbeer?,您,的,的,啤,啤,酒,酒,要,要,加,加,冰,冰,块,块,吗,吗,？,？,Illchangeitrightaway.,先,生,生,，,，,对,对,不,不,起,起,，,，,我,我,马,马,上,上,给,给,您,您,换,换,一,一,盘,盘,。,。,Bill,please.,结,账,账,。,。,19,常,用,用,句,句,型,型,/Sentences,Amoment,please.,请,稍,稍,等,等,。,。,Hereisyourbill.Thetotalis365Yuan.,这,是,是,您,您,们,们,的,的,账,账,单,单,，,，,一,一,共,共,是,是,365,元,。,。,Wouldyouliketopayincashorbycreditcard?,请,问,问,您,您,是,是,付,付,现,现,金,金,还,还,是,是,使,使,用,用,信,信,用,用,卡,卡,结,结,帐,帐,？,？,20,常,用,用,句,句,型,型,/Sentences,Keepthechangeasyourtip.,零,钱,钱,就,就,作,作,为,为,你,你,的,的,小,小,费,费,吧,吧,。,。,Whatdoyouthinkofthedishestoday?,您,觉,觉,得,得,今,今,天,天,的,的,饭,饭,菜,菜,怎,怎,么,么,样,样,？,？,Ibegyourpardon?/Pardon?,对,不,不,起,起,，,，,请,请,您,您,再,再,说,说,一,一,遍,遍,好,好,吗,吗,？,？,21,景,区,区,餐,餐,饮,饮,服,服,务,务,管,管,理,理,ServiceManagementofFood&Beverage,着,制,制,服,服,，,，,戴,戴,工,工,牌,牌,Toweartheuniformandbadge,仪,容,容,整,整,齐,齐,，,，,化,化,妆,妆,得,得,体,体,，,，,符,符,合,合,岗,岗,位,位,要,要,求,求,Themakeupandwearingmeetthejob,srequirements,保,持,持,好,好,的,的,心,心,态,态,，,，,时,时,刻,刻,微,微,笑,笑,着,着,Tomaintainagoodattitude,alwayssmiling,22,景,区,区,餐,餐,饮,饮,服,服,务,务,管,管,理,理,ServiceManagementofFood&Beverage,在,门,门,口,口,迎,迎,接,接,顾,顾,客,客,，,，,当,当,游,游,客,客,走,走,近,近,时,时,，,，,向,向,游,游,客,客,道,道,出,出,欢,欢,迎,迎,语,语,：,：,“,“,早,早,上,上,好,好,/,下,午,午,好,好,/,晚,上,上,好,好,！,！,”,”,Tosay,“,“goodmorning/afternoon/evening!Welcometocomehere!,”,”whentouristscomingtotherestaurant,询,问,问,游,游,客,客,是,是,否,否,有,有,预,预,定,定,Toasktouristswhethertheyhavemadeareservation,23,景,区,区,餐,餐,饮,饮,服,服,务,务,管,管,理,理,ServiceManagementofFood&Beverage,将,有,有,预,预,定,定,的,的,游,游,客,客,引,引,导,导,至,至,预,预,定,定,的,的,餐,餐,桌,桌,；,；,帮,帮,助,助,没,没,有,有,预,预,定,定,的,的,游,游,客,客,寻,寻,找,找,满,满,意,意,的,的,餐,餐,位,位,Toshowtouriststhetablethattheyhavebooked,ortohelptouriststofindasatisfiedtable,呈,递,递,菜,菜,单,单,给,给,游,游,客,客,Toshowthemenutotourists,24,景,区,区,餐,餐,饮,饮,服,服,务,务,管,管,理,理,ServiceManagementofFood&Beverage,在,游,游,客,客,看,看,菜,菜,单,单,时,时,，,，,及,及,时,时,地,地,按,按,照,照,游,游,客,客,需,需,要,要,增,增,加,加,或,或,撤,撤,走,走,餐,餐,具,具,Toaddortakeaway tablewaretimelywhentouristsarelookingatthemenu,当游客,有,有疑问,时,时，解,释,释菜单,上,上的内,容,容,Toexplain thedishesonmenuwhen tourists dont understand,25,景区餐,饮,饮服务,管,管理,Service ManagementofFood&Beverage,询问是,否,否点菜,，,，帮助,游,游客点,菜,菜,Toasktouristswhetherthey needtoorderdishes at thattimeornot, if so,tohelp themorderdishes,填写点,菜,菜单，,迅,迅速传,递,递菜单,给,给专职,的,的传菜,员,员或厨,房,房,Tofinishthe order andpass it to kitchensoon,26,景区餐,饮,饮服务,管,管理,Service ManagementofFood&Beverage,询问是,否,否需要,饮,饮品,Toaskiftouristsneedbeverage,为游客,铺,铺餐巾,、,、上茶,水,水,Tounfoldnapkinsandservetea or water,注意上,菜,菜的位,置,置，上,菜,菜时报,菜,菜名,Toplacedishesfroma suitable location andtell gueststhenameofeach dish,27,景区餐饮服,务,务管理,Service Management of Food &Beverage,陆续为游客,上,上齐所有的,菜,菜,To serve all the dishes for tourists oneafter another,核对菜单后,告,告知游客“,菜,菜已上齐”,To tell tourists that “all thedishes are here” after checking,游客要结账,时,时，递上菜,单,单和笔供游,客,客核对,To pass the order and a pen totouristswhentheyll pay thebill,28,景区餐饮服,务,务管理,Service Management of Food &Beverage,询问游客结,账,账方式,To ask bywhichwaytourists will pay the bill,结账并询问,游,游客对此次,用,用餐是否满,意,意,To help tourists paythebilland ask them ifaresatisfiedwiththe food,有礼貌地送,客,客,To bid farewellto guests,清理用过餐,的,的台面,To clear up thetable,29,情景演练,Scenario Simulation,景区饭店预,定,定中餐,/ tobooklunch ina scenic restaurant,游客打电话,给,给旅游景区,的,的百合花饭,店,店，预定六,人,人餐桌。,A touristcallsLilyRestaurant which isinside the scenic spot to book a tableof six forthedayslunch.,T,：,tourist,（景区游客,）,）,S: staff of therestaurant reservationsat the scenic spot,（景区饭店,预,预定处接线,员,员）,30,情景演练,Scenario Simulation,景区饭店引,座,座服务,/ toshowthetablefortourists in a scenicrestaurant,客人一家五,口,口来到景区,饭,饭店用晚餐,，,，服务员负,责,责引位。客,人,人想坐靠窗,的,的餐位，但,是,是靠窗的桌,子,子已有客人,在,在用餐了。,服,服务员把墙,边,边的一个桌,子,子推荐给客,人,人，那里宽,敞,敞又安静，,客,客人非常满,意,意。,31,情景演练,Scenario Simulation,A family of five comes toa scenicrestaurant, anda waitershowsthemtheway.The tourists would like to sitby the window,butthe tablesby the windowhavealready been occupied. The waiter recommendsa table besidethe wall,whereit is spaciousandquiet. Thetouristsare all satisfied with the recommendation.,32,情景演练,Scenario Simulation,景区饭店点,餐,餐服务（中,餐,餐）,/ services fororderingdishes ina Chineserestaurant,游客在景区,的,的一家中餐,馆,馆点餐。,A touristis ordering dishes in a Chinese restaurant ofthescenic spot.,T,：,tourist,（景区游客,）,）,W,：,waiter ofthe restaurantat the scenic spot,（饭店服务,员,员）,33,情景演练,Scenario Simulation,景区饭店点,餐,餐服务（西,餐,餐）,/ services fororderingdishes ina westernrestaurant,游客在景区,的,的一家西餐,厅,厅点餐。,Tourists are ordering meals ina westernfoodrestaurant ofthe scenicspot.,T1,：,female tourist,（女游客）,T2,：,maletourist,（男游客）,W,：,waiter ofthe restaurantat the scenic spot,（饭店服务,员,员）,34,情景演练,Scenario Simulation,景区饭店结,账,账服务,/ tohelptouriststo pay thebillin ascenic restaurant,游客在景区,饭,饭店用完午,餐,餐，工作人,员,员正在协助,其,其结账。,Tourists wouldliketo pay thebillafter lunch ina scenicrestaurantwiththehelpof awaiter.,T,：,tourist,（景区游客,）,）,W,：,waiter ofthe restaurantat the scenic spot,（饭店服务,员,员）,35,情景演练,Scenario Simulation,游客打电话,给,给旅游景区,的,的百合花饭,店,店，预定六,人,人餐桌。,A touristcallsLilyRestaurant which isinside the scenic spot to book a tableof six forthedayslunch.,景区饭店预,定,定中餐,/ tobooklunch ina scenic restaurant,36,情景演练,/ Scenario Simulation,客人一家五,口,口来到景区,饭,饭店用晚餐,，,，服务员负,责,责引位。客,人,人想坐靠窗,的,的餐位，但,是,是靠窗的桌,子,子已有客人,在,在用餐了。,服,服务员把墙,边,边的一个桌,子,子推荐给客,人,人，那里宽,敞,敞又安静，,客,客人非常满,意,意。,A family of five comes toa scenicrestaurant, anda waitershowsthemtheway.The tourists would like to sitby the window,butthe tablesby the windowhavealready been occupied. The waiter recommendsa table besidethe wall,whereit is spaciousandquiet. Thetouristsare all satisfied with the recommendation.,景区饭店引,座,座服务,/ toshowthetablefortourists in a scenicrestaurant,37,情景演练,Scenario Simulation,游客在景区,的,的一家中餐,馆,馆点餐。,A touristis ordering dishes in a Chinese restaurant ofthescenic spot.,景区饭店点,餐,餐服务（中,餐,餐）,/ services fororderingdishes ina Chineserestaurant,38,情景演练,Scenario Simulation,游客在景区,的,的一家西餐,厅,厅点餐。,Tourists are ordering meals ina westernfoodrestaurant ofthe scenicspot.,景区饭店点,餐,餐服务（西,餐,餐）,/ services fororderingdishes ina westernrestaurant,39,情景演练,Scenario Simulation,游客在景区,饭,饭店用完午,餐,餐，工作人,员,员正在协助,其,其结账。,Tourists wouldliketo pay thebillafter lunch ina scenicrestaurantwiththehelpof awaiter.,景区饭店结,账,账服务,/ tohelptouriststo pay thebillin ascenic restaurant,40,41,Thankyou!,9,、,静,静,夜,夜,四,四,无,无,邻,邻,，,，,荒,荒,居,居,旧,旧,业,业,贫,贫,。,。,。,。1,月,月-231,月,月-23,Thursday,January5,2023,10,、雨中黄叶,树,树，灯下白,头,头人。20:51:3620:51:3620:51,1/5/2023 8:51:36 PM,11,、以我独,沈,沈久，愧,君,君相见频,。,。1月-2320:51:3620:51,Jan-2305-Jan-23,12,、故人,江,江海别,，,，几度,隔,隔山川,。,。20:51:3620:51:3620:51,Thursday,January5,2023,13,、乍见翻,疑,疑梦，相,悲,悲各问年,。,。1月-231月-2320:51:3620:51:36,January5, 2023,14,、他,乡,乡生,白,白发,，,，旧,国,国见,青,青山,。,。05,一,一,月,月20238:51:36,下,下午20:51:361月-23,15,、比不,了,了得就,不,不比，,得,得不到,的,的就不,要,要。一月238:51 下,午,午1月-2320:51,January 5, 2023,16,、行动出成,果,果，工作出,财,财富。2023/1/5 20:51:3620:51:36,05 January2023,17,、做前，,能,能够环视,四,四周；做,时,时，你只,能,能或者最,好,好沿着以,脚,脚为起点,的,的射线向,前,前。8:51:36,下,下午8:51,下,下午20:51:361月-23,9,、没有失败,，,，只有暂时,停,停止成功！,。,。1月-231月-23,Thursday,January 5,2023,10,、很,多,多事,情,情努,力,力了,未,未必,有,有结,果,果，,但,但是,不,不努,力,力却,什,什么,改,改变,也,也没,有,有。,。,。20:51:3620:51:3620:51,1/5/20238:51:36PM,11,、成功,就,就是日,复,复一日,那,那一点,点,点小小,努,努力的,积,积累。,。,。1月-2320:51:3620:51,Jan-2305-Jan-23,12,、世间成事,，,，不求其绝,对,对圆满，留,一,一份不足，,可,可得无限完,美,美。20:51:3620:51:3620:51,Thursday,January 5,2023,13,、不,知,知香,积,积寺,，,，数,里,里入,云,云峰,。,。1月-231月-2320:51:3620:51:36,January5,2023,14,、意志,坚,坚强的,人,人能把,世,世界放,在,在手中,像,像泥块,一,一样任,意,意揉捏,。,。05,一,一月20238:51:36 下,午,午20:51:361月-23,15,、楚塞三,湘,湘接，荆,门,门九派通,。,。一月 238:51,下,下午1月-2320:51,January5, 2023,16,、少年十五,二,二十时，步,行,行夺得胡马,骑,骑。2023/1/5 20:51:3620:51:36,05 January2023,17,、空山新,雨,雨后，天,气,气晚来秋,。,。8:51:36,下,下午8:51,下,下午20:51:361月-23,9,、杨柳,散,散和风,，,，青山,澹,澹吾虑,。,。1月-231月-23,Thursday,January5,2023,10,、阅读,一,一切好,书,书如同,和,和过去,最,最杰出,的,的人谈,话,话。20:51:3620:51:3620:51,1/5/20238:51:36 PM,11,、越是没,有,有本领的,就,就越加自,命,命不凡。1月-2320:51:3620:51,Jan-2305-Jan-23,12,、越是无能,的,的人，越喜,欢,欢挑剔别人,的,的错儿。20:51:3620:51:3620:51,Thursday,January 5,2023,13,、,知,知,人,人,者,者,智,智,，,，,自,自,知,知,者,者,明,明,。,。,胜,胜,人,人,者,者,有,有,力,力,，,，,自,自,胜,胜,者,者,强,强,。,。1,月,月-231,月,月-2320:51:3620:51:36,January5,2023,14,、意志,坚,坚强的,人,人能把,世,世界放,在,在手中,像,像泥块,一,一样任,意,意揉捏,。,。05,一,一月20238:51:36 下,午,午20:51:361月-23,15,、最具挑,战,战性的挑,战,战莫过于,提,提升自我,。,。一月 238:51,下,下午1月-2320:51,January5, 2023,16,、业余生活,要,要有意义，,不,不要越轨。2023/1/5 20:51:3620:51:36,05 January2023,17,、一,个,个人,即,即使,已,已登,上,上顶,峰,峰，,也,也仍,要,要自,强,强不,息,息。8:51:36,下,下午8:51,下,下,午,午20:51:361月-23,MOMODA POWERPOINT,Lorem ipsum dolor sit amet, consectetur adipiscing elit. Fusce id urna blandit, eleifend nulla ac, fringilla purus. Nulla iaculis tempor felis ut cursus.,感谢,您,您的,下,下载,观,观看,专家,告,告诉,