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Yami

Jingdong book

餐饮服务常用英语口语大全

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餐饮服务常用英语口语大全

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《餐饮服务常用英语口语大全》一书从词汇到句型,再到与客对话,层层深入,层层推进,使英文学习者不仅能够掌握餐饮服务专业英语,还能帮助其了解餐饮服务的技巧、操作流程和业务知识。
Content Description

本书设计了三大栏目。一是短语及词汇集锦,介绍某项服务可能要涉及的词汇及短语;二是关键句型,列举餐饮服务过程中常要用到的英语口语句型;句型列举中一个最大的特点是将客人常说的句型单独罗列出来,以便服务员能够清楚地听明白客人的话,与客对话。三是根据餐饮服务中的情景来设计适当的对话,培训的时候让受训者一对一地进行角色演练。书后还附录了中西餐菜名、烹调用语、餐具等的中英文对照及在餐饮业中常用的英文表单,以帮助服务人员能够更好解说菜单、菜品,为客人提供更好的服务。
本书从词汇到句型,再到与客对话,层层深入,层层推进,使英文学习者不仅能够掌握餐饮服务专业英语,还能帮助其了解餐饮服务的技巧、操作流程和业务知识。
本书适合于餐饮企业培训部门用来做内部培训教材,也适合专业的培训机构或者旅游学院用于培训学生,也可作为餐厅在岗工作人员用作手边便携书,随时用来查询。
Author Description

滕悦然,就读于深圳大学对外汉语教育专业,具有扎实的英语基本功和熟练的口语及听力能力,能在与国外客人沟通中,应对自如。她曾在五峰酒店、上海宾馆、四川大酒店等多家四、五星级酒店进行学习及实践,对于星级酒店接待服务、客房预订、登记入住、会议服务、宴会服务等业务有独到的见解和认识;曾参编星级酒店管理实务系列《星级酒店常用英语》一书。
Catalogue

第一章餐饮服务常用礼貌用语 1
一、欢迎语(Greetings) 2
关键句型 2
与客对话 2
情景1-01:欢迎史密斯先生 2
二、告别语(Farewells) 3
关键句型 3
与客对话 4
情景1-02:结账后欢送客人 4
情景1-03:服务员欢送客人 5
三、感谢应答语(Answers) 5
关键句型 5
与客对话 6
情景1-04:谢谢客人的光临 6
情景1-05:希望再次见到客人 7
四、祝福语(Greetings) 7
关键句型 7
与客对话 8
情景1-06:祝福客人生日快乐 8
五、介绍(Introduces) 9
关键句型 9
与客对话 9
情景1-07:询问客人姓名 9
六、客人寻求帮助(Asking for Help) 10
关键句型 10
与客对话 11
情景1-08:客人问路 11
七、致歉语(Apologies) 11
关键句型 11
与客对话 13
情景1-09:因账单错误向客人道歉 13
情景1-10:为菜不合客人胃口而道歉 14
八、提供帮助(Offering Help) 14
关键句型 14
与客对话 15
情景1-11:带领客人到包房 15
九、提醒语(Reminders) 15
关键句型 15
与客对话 16
情景1-12:提醒客人不要吸烟 16
十、找地方(Looking for a place) 16
关键句型 17
与客对话 18
情景1-13:客人问厕所在哪儿 18
情景1-14:客人问厕所在哪儿 18
十、好久不见(Long Time No See) 18
关键句型 18
与客对话 19
情景1-15:好久不见的客人来了 19
十一、请求重复(Asking for Repetition) 20
关键句型 20
与客对话 20
情景1-16:请客人重复说一下名字 20
十二、问时间(Ask the Time) 21
关键句型 21
与客对话 21
情景1-17:客人问时间及时差 21
十三、问日期或星期几(Ask the Date) 22
关键句型 22
与客对话 23
情景1-18:客人问今天星期几了 23
十四、请顾客自便(Please Help Yourself) 24
关键句型 24
与客对话 24
情景1-19:上完汤后请客人慢用 24
第二章订餐服务用语 25
一、餐位预订服务 26
词汇短语集锦 26
关键句型 26
与客对话 31
情景2-01:预订角落里的座位 31
情景2-02:预订一张八人桌 32
情景2-03:预订七点钟的10人桌 32
情景2-04:不能完全确定时间的预订 33
情景2-05:预订靠窗的两人座 34
情景2-06:询问客人预订信息 34
情景2-07:预订包间 34
二、因客满婉拒预订 35
词汇短语集锦 35
关键句型 36
与客对话 37
情景2-08:今晚明晚预订均满 37
情景2-09:客人请求有取消即刻通知 37
情景2-10:将客人列入等待名单 38
情景2-11:因为旺季预订满了 38
情景2-12:预订已满换时间段 38
三、客人预订的确认 39
词汇短语集锦 39
关键句型 39
与客对话 40
情景2-13:顾客来电确认预订 40
情景2-14:预订员去电确认预订是否有变化 40
情景2-15:预订的人数少了两个 41
四、客人更改预订 41
词汇短语集锦 42
关键句型 42
与客对话 42
情景2-16:不同意更改预订 42
情景2-17:不同意推迟预订的就餐时间 43
情景2-18:同意客人将预订推迟到后天 43
五、客人来电问路 43
词汇短语集锦 44
关键句型 44
与客对话 44
情景2-19:客人不知道怎么去餐厅 44
情景2-20:客人下了车却找不到餐厅 45
六、客人预订外卖 45
词汇短语集锦 45
关键句型 46
与客对话 49
情景2-21:客人点一份商务套餐 49
情景2-22:请求推荐外卖 50
情景2-23:预订外卖猪排 50
情景2-24:预订花椰菜和大白菜 50
情景2-25:预订五份经济套餐 51
情景2-26:客人请求送早餐 51
情景2-27:要求外卖12点送到 51
情景2-28:保证在客人要求的时间送到 52
情景2-29:预订10个盒饭 52
情景2-30:客人等餐太久来电催促 52
情景2-31:客人要求带找100元钱的零钱 53
七、宴席预订 53
词汇短语集锦 53
关键句型 53
与客对话 56
情景2-32:预订婚宴 56
情景2-33:预订晚宴并确认 57
第三章迎宾引座用语 59
一、欢迎光临 60
词汇短语集锦 60
关键句型 60
与客对话 60
情景3-01:欢迎熟客 60
情景3-02:没有预订的生客 61
二、确认是否有预订 61
词汇短语集锦 61
关键句型 62
与客对话 62
情境3-03:客人有预订 62
情境3-04:客人以某人的名义预订了餐位 63
情景3-05:客人没有预订 63
三、客人询问有无最低消费 63
词汇短语集锦 63
关键句型 64
与客对话 64
情景3-06:客人不介意最低消费 64
情景3-07:客人不愿意接受最低消费 65
四、引客入座服务 65
词汇短语集锦 65
关键句型 66
与客对话 67
情景3-08:客人要靠窗的座位 67
情景3-09:引客人至预订的包间 68
情景3-10:客人询问哪里挂衣服 68
四、安排座位(换桌、拼桌、分桌) 68
词汇短语集锦 69
关键句型 69
与客对话 71
情景3-11:客人不介意与别人同桌 71
情景3-12:客人选择与人共桌 71
情景3-13:有空位了换位 71
情景3-14:靠窗的桌子不够大要分开坐 72
情景3-15:人多桌小分桌而坐 72
五、安排等位 73
词汇短语集锦 73
关键句型 73
与客对话 74
情景3-16:没有大桌 74
情景3-17:客人说有预订但没找到名字 74
第四章点菜服务用语 76
一、递上菜单并介绍菜单 77
词汇短语集锦 77
关键句型 77
与客对话 78
情景4-01:送菜单 78
情景4-02:客人马上点菜 78
二、点菜服务(主菜) 79
词汇短语集锦 79
关键句型 79
与客对话 83
情景4-03:客人不要辣的 83
情境4-04:客人想吃开胃的菜 83
情景4-05:鸡蛋怎么做 84
情景4-06:客人要求推荐菜点 84
三、点菜服务(辅菜) 84
词汇短语集锦 85
关键句型 85
与客对话 85
情景4-07:客人点混合沙拉 85
情景4-08:客人还想要开胃小菜 86
四、特殊状况的处理 86
词汇短语集锦 86
关键句型 86
与客对话 87
情景4-09:最受欢迎的菜卖完了 87
情景4-10:今天这道菜没有了 88
五、菜品的推荐 88
词汇短语集锦 88
关键句型 89
与客对话 90
情景4-11:推荐地方菜 90
情景4-12:推荐特价菜 91
情景4-13:推荐招牌菜 91
情景4-14:推荐特色风味菜 91
情景4-15:推荐开胃菜 92
情景4-16:推荐中国传统菜品 93
情景4-17:推荐招牌汤 93
第五章酒水服务用语 95
一、推荐酒类 96
词汇短语集锦 96
关键句型 96
与客对话 99
情景5-01:推荐中国米酒 99
情景5-02:客人想喝中国酒 100
情景5-03:推荐西方酒 100
情景5-04:推荐葡萄酒 101
情景5-05:推荐利口酒 101
情景5-06:客人只需要啤酒 102
情景5-07:客人想喝温和一点儿的酒 102
情景5-08:对不起,这种酒暂时没有 103
情景5-09:那种酒暂时不供应了 103
情景5-10:客人要加冰的威士忌 103
二、饮料服务 104
词汇短语集锦 104
关键句型 104
与客对话 106
情景5-11:客人要新鲜果汁 106
情景5-12:客人要新鲜又健康的饮料 106
情景5-13:客人要新鲜果汁 107
情景5-14:点儿童饮料 107
三、推荐茶水 108
词汇短语集锦 108
关键句型 109
与客对话 110
情景5-15:客人想喝绿茶 110
情景5-16:客人要喝功夫茶 110
四、咖啡服务 111
词汇短语集锦 111
关键句型 111
与客对话 112
情景5-17:客人点咖啡 112
情景5-18:一杯咖啡不够 113
情景5-19:上咖啡服务 113
情景5-20:客人外带咖啡 114
五、斟酒服务 114
词汇短语集锦 114
关键句型 115
与客对话 116
情景5-21:斟酒 116
情景5-22:客人不愿再来一杯 117
情景5-23:酒送错了桌 117
情景5-24:上错了酒 117
第六章餐间服务用语 118
一、请等候上菜 119
词汇短语集锦 119
关键句型 119
与客对话 120
情景6-01:客人等菜等烦了 120
二、上菜服务 121
词汇短语集锦 121
关键句型 121
与客对话 123
情景6-02:这道菜看上去不像 123
情景6-03:上冷盘 123
情景6-04:介绍宫保鸡丁 124
情景6-05:上汤 124
情景6-06:上错菜了 125
情景6-07:上错汤了 125
情景6-08:催菜 126
三、客人席间服务 126
词汇短语集锦 126
关键句型 127
与客对话 129
情景6-09:询问客人是否需要服务 129
情景6-10:杯子脏了要换 129
情景6-11:客人要求加米饭 129
情景6-12:收盘子后加餐 130
情景6-13:餐刀太钝了 130
情景6-14:客人想换菜 131
情景6-15:客人要金威啤酒 131
情景6-16:客人不满意推荐的菜 131
情景6-17:收盘子并点甜点 132
第七章其他服务用语 133
一、结账服务 134
词汇短语集锦 134
关键句型 134
与客对话 139
情景7-01:分开付账 139
情景7-02:旅行支票付账 140
情景7-03:客人询问费用 140
情景7-04:在账单上签字 141
情景7-05:信用卡付账 141
情景7-06:用信用卡结账 142
情景7-07:提醒信用卡消费限额 142
情景7-08:使用折扣卡和赠券 142
情景7-09:使用优惠券结账 143
情景7-10:用餐券付费 143
情景7-11:用外币付费 144
情景7-12:发现假币 144
二、提供打包服务 144
词汇短语集锦 145
关键句型 145
与客对话 146
情景7-13:客人要求打包 146
情景7-14:询问客人是否打包 146
三、客人投诉服务用语 146
词汇短语集锦 147
关键句型 147
与客对话 155
情景7-15:客人投诉服务态度差 155
情景7-16:客人抱怨服务态度差及菜太辣了 155
情景7-17:客人抱怨菜没熟 156
情景7-18:饮料洒到客人衣服上了 156
情景7-19:客人抱怨菜不新鲜 156
情景7-20:客人抱怨未给他们留位 157
情景7-21:客人抱怨等太久了 157
情景7-22:客人抱怨等菜等得太久(1) 157
情景7-23:客人抱怨等菜等得太久(2) 158
情景7-24:客人上错菜了 158
情景7-25:客人投诉上的菜是辣的 159
情景7-26:客人嫌味道不够正宗 159
情景7-27:客人抱怨阳光直射眼睛 159
情景7-28:客人抱怨太吵 160
情景7-29:客人抱怨太热 160
情景7-30:客人抱怨没有烟灰缸 161
情景7-31:客人抱怨没挂西服的地方 161
情景7-32:客人投诉一道菜收了两次费用 161
情景7-33:多算了客人的费用 161
情景7-34:账单上有未点的菜 162
四、客人离开前的其他服务 162
词汇短语集锦 162
关键句型 163
与客对话 165
情景7-35:客人非常满意 165
情景7-36:客人认为服务质量不够好 165
情景7-37:客人丢了外套 166
附录 167
附录一餐饮服务常用英文表单 168
表单01:点菜单 168
表单02:酒水单 168
表单 03:酒水寄存单 169
表单04:会议、婚宴、大型宴会合约书 169
表单05:临时借据 170
表单06:客房用膳送餐记录 170
表单07:送房服务器皿登记表 171
表单08:宴会预订通知单 172
附录二餐饮业常见中英文对照 173
一、西餐菜品中英文对照 173
二、中餐菜品中英文对照 179
三、中国菜常用烹调词语 189
四、餐具的中英文对照 189
参考文献 190
Introduction

餐饮服务业(Catering Services)是通过即时加工制作、商业销售和服务性劳动于一体,向消费者专门提供各种酒水、食品、消费场所和设施的食品生产经营行业。它对宾客所提供的是有形的“硬件设计”和无形的“人的服务”。
成功的餐厅必须有佳肴美食(Good Food and Good Beverage)、周到的服务(Good Service)、合理的价格(Reasonable Price)、清洁的环境(Nice Environment)、舒适的气氛(Nice Atmosphere)。而服务(Service)是以最亲切热忱的态度去接待欢迎客人,主动为客人设身处地着想,并适时提供一切必要的事物,使客人享受一种宾至如归的安适气氛。此乃服务的真谛,所以说服务即餐厅的生命,为一种无形无价的商品。
基于我国旅游环境的改善与发展,来华旅游或就业的外国友人也越来越多,他们也就成了餐饮业的常客。要使外国友人在我国餐厅享受到高品质的饮食、周到的服务,餐饮从业人员必须能够听得懂国外客人所讲的英语,也能够用流利的英语回应他们的问话、引导他们的消费、满足他们的各项需求。为此,我们精心编写本书,以帮助餐饮企业能够有目标地对员工提供英语培训,特别是口语培训方面。
本书设计了三大栏目。一是短语及词汇集锦,介绍某项服务可能要涉及的词汇及短语;二是关键句型,列举餐饮服务过程中常要用到的英语口语句型;句型列举中一个最大的特点是将客人常说的句型单独罗列出来,以便服务员能够清楚地听明白客人的话,与客对话。三是根据餐饮服务中的情景来设计适当的对话,培训的时候让受训者一对一地进行角色演练。书后还附录了中西餐菜名、烹调用语、餐具等的中英文对照及在餐饮业中常用的英文表单,以帮助服务人员能够更好解说菜单、菜品,为客人提供更好的服务。
本书的编写方式是按服务内容从词汇到关键句型,再到与客对话,层层深入,层层推进,使学习者不仅能够掌握餐饮服务专业英语,还能帮助其了解餐饮服务的技巧、操作流程和业务知识。本书适合于餐饮企业培训部门用来做内部培训教材,也适合专业的培训机构或者旅游学院用于培训学生,也可作为餐厅在岗工作人员用作手边便携书,随时用来查询。
本书由滕悦然主编,在编写过程中获得了许多朋友的帮助和支持,其中参与编写和提供资料的有王春华、王春侠、王玉奇、赵静洁、刘婷、刘作良、刘云娇、石保庆、何亚龙、陈丽、靳玉良、赖娇珠、张杰、张艳红、宋春霞、高锟、李汉东、李春兰、李景吉、何志阳、魏锡强、陈强、谭双可、解素跃、李宁宁、李军,最后全书由匡仲潇审核。在此一并表示感谢!由于编者水平所限,不足之处敬请读者指正。

编者
2013年1月

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