旅游景区服务管理

景区餐饮服务ServicesofFood&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2Scenicrestaurants◆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。◆Touristswillhavediningdemandswhentheyarevisitingattractions.Scenicrestaurantsmeetthetourists’diningdemands.3Scenicrestaurants◆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。◆Theservicequalityandstylefeaturesofthescenicrestaurantsreflectthewholeservicelevelofscenicspot.4Vocabulary◆reservation[ˌrezəˈveɪʃn]n.预定◆chopsticks['tʃɒpstɪks]n.筷子◆delicious[dɪˈlɪʃəs]adj.美味的，可口的◆tip[tɪp]v.&n.（给）小费◆tipwaiters给服务员小费5Vocabulary◆breakfastn.早餐◆lunchn.午餐◆suppern.晚餐◆dinnern.正餐，宴会◆lemonade[ˌleməˈneɪd]n.柠檬水◆orderv.点菜6Vocabulary◆fryv.煎，油炸◆deepfry炸◆boilv.煮◆braise[breɪz]v.焖◆roastv.烤◆bakev.焗7Vocabulary◆souradj.酸的，有酸味的◆sweetadj.甜的，有甜味的◆bitteradj.苦的，有苦味的◆hotadj.辣的，有辣味的◆sugarn.糖◆vinegar[ˈvɪnɪgə(r)]n.醋8Vocabulary◆juicen.果汁◆tean.茶◆coffeen.咖啡◆beveragen.饮料◆beern.啤酒◆dessert[dɪˈzɜ:t]n.餐后甜食,甜点9Vocabulary◆noodlen.面条◆lobster[ˈlɒbstə(r)]n.龙虾；龙虾肉◆surcharge[ˈsɜ:tʃɑ:dʒ]n.附加费，额外费用◆peppersalt椒盐◆westernfood西餐10Vocabulary◆sodawater苏打水◆orangejuice橙汁◆mineralwater矿泉水◆icecream冰淇淋◆deep-friedchicken炸鸡◆roastedduck烤鸭11Vocabulary◆steamedfish清蒸鱼◆smokedfish熏鱼◆instantboiledmutton涮羊肉◆friedricewithbeef牛肉炒饭◆bakedricewithseafood海鲜焗饭◆porknoodles肉丝面12Vocabulary◆friedpigeonwithpeppersalt椒盐乳鸽◆duckandbambooshootsinsoup笋干老鸭煲◆Beijingroastduck北京烤鸭◆WestLakevinegarfish西湖醋鱼◆Dongpopork东坡肉◆braisedporkwithsoysauce红烧肉13常用句型//Sentences◆Haveyoumadeareservation?◆您们有预定吗？◆Yes,Mr.Li,thephonenumberis123456789.◆是的，有预定，李先生，电话号码是123456789.◆Howmanypeople,please?◆请问您们是几个人？14常用句型//Sentences◆Thisway,please.I’llshowyouthetable.◆请往这边走，我给您们安排座位。◆Haveyougotatablefortwo,please？◆请问您有两个人的桌子吗？◆Smokingornon－smoking？◆吸烟区还是非吸烟区？◆We’dlikeatablebythewindow.◆请给我们安排一个靠窗的桌子吧。15常用句型//Sentences◆I’msosorrythatthetablesbythewindowarenotavailablenow.◆非常抱歉，靠窗的位置已经没有了。◆Howaboutsittinghere?It’sveryquiet.◆您看坐这里怎么样？这里十分安静。◆Wouldyouliketoordernow?/Areyoureadytoordernow？◆您现在要点菜吗？16常用句型//Sentences◆Doyouhavemenus?/CouldIseethemenu,please？◆您们有菜单吗？◆Yourmenu,please.◆您的菜单。◆MayItaketheordernow?◆您点好了吗？◆Doyouhaveanyspecialtorecommend?◆您有推荐的吗？17常用句型//Sentences◆Itisamostpopulardish.◆这道菜非常受欢迎。◆Howwouldyoulikeyoursteakcooked?◆请问您的牛排要几成熟？◆Rare一成熟；MediumRare三成熟；Medium五成熟；MediumWell七成熟；WellDone全熟◆Wouldyoulikesomethingtodrink?◆请问您要喝点什么？18常用句型//Sentences◆Greenteaorblacktea?◆绿茶还是红茶？◆Doyoulikesomeiceforyourbeer?◆您的啤酒要加冰块吗？◆I'llchangeitrightaway.◆先生，对不起，我马上给您换一盘。◆Bill,please.◆结账。19常用句型//Sentences◆Amoment,please.◆请稍等。◆Hereisyourbill.Thetotalis365Yuan.◆这是您们的账单，一共是365元。◆Wouldyouliketopayincashorbycreditcard?◆请问您是付现金还是使用信用卡结帐？20常用句型//Sentences◆Keepthechangeasyourtip.◆零钱就作为你的小费吧。◆Whatdoyouthinkofthedishestoday?◆您觉得今天的饭菜怎么样？◆Ibegyourpardon?/Pardon?◆对不起，请您再说一遍好吗？21景区餐饮服务管理ServiceManagementofFood&Beverage◆着制服，戴工牌◆Toweartheuniformandbadge◆仪容整齐，化妆得体，符合岗位要求◆Themakeupandwearingmeetthejob’srequirements◆保持好的心态，时刻微笑着◆Tomaintainagoodattitude,alwayssmiling22景区餐饮服务管理ServiceManagementofFood&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！”◆Tosay“goodmorning/afternoon/evening!Welcometocomehere!”whentouristscomingtotherestaurant◆询问游客是否有预定◆Toasktouristswhethertheyhavemadeareservation23景区餐饮服务管理ServiceManagementofFood&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◆Toshowtouriststhetablethattheyhavebooked,ortohelptouriststofindasatisfiedtable◆呈递菜单给游客◆Toshowthemenutotourists24景区餐饮服务管理ServiceManagementofFood&Beverage◆在游客看菜单时，及时地按照游客需要增加或撤走餐具◆Toaddortakeawaytablewaretimelywhentouristsarelookingatthemenu◆当游客有疑问时，解释菜单上的内容◆Toexplainthedishesonmenuwhentouristsdon’tunderstand25景区餐饮服务管理ServiceManagementofFood&Beverage◆询问是否点菜，帮助游客点菜◆Toasktouristswhethertheyneedtoorderdishesatthattimeornot,ifso,tohelpthemorderdishes◆填写点菜单，迅速传递菜单给专职的传菜员或厨房◆Tofinishtheorderandpassittokitchensoon26景区餐饮服务管理ServiceManagementofFood&Beverage◆询问是否需要饮品◆Toaskiftouristsneedbeverage◆为游客铺餐巾、上茶水◆Tounfoldnapkinsandserveteaorwater◆注意上菜的位置，上菜时报菜名◆Toplacedishesfromasuitablelocationandtellgueststhenameofeachdish27景区餐饮服务管理ServiceManagementofFood&Beverage◆陆续为游客上齐所有的菜◆Toserveallthedishesfortouristsoneafteranother◆核对菜单后告知游客“菜已上齐”◆Totelltouriststhat“allthedishesarehere”afterchecking◆游客要结账时，递上菜单和笔供游客核对◆Topasstheorderandapentotouristswhenthey’llpaythebill28景区餐饮服务管理ServiceManagementofFood&Beverage◆询问游客结账方式◆Toaskbywhichwaytouristswillpaythebill◆结账并询问游客对此次用餐是否满意◆Tohelptouristspaythebillandaskthemifaresatisfiedwiththefood◆有礼貌地送客◆Tobidfarewelltoguests◆清理用过餐的台面◆Toclearupthetable29情景演练ScenarioSimulation◆景区饭店预定中餐//tobooklunchinascenicrestaurant◆游客打电话给旅游景区的百合花饭店，预定六人餐桌。◆AtouristcallsLilyRestaurantwhichisinsidethescenicspottobookatableofsixfortheday’slunch.◆T：tourist（景区游客）◆S:staffoftherestaurantreservationsatthescenicspot（景区饭店预定处接线员）30情景演练ScenarioSimulation◆景区饭店引座服务//toshowthetablefortouristsinascenicrestaurant◆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ScenarioSimulation◆Afamilyoffivecomestoascenicrestaurant,andawaitershowsthemtheway.Thetouristswouldliketositbythewindow,butthetablesbythewindowhavealreadybeenoccupied.Thewaiterrecommends