饭店服务课件

PartIIHousekeepingDepartmentI.Introduction:1.TheimportanceoftheHousekeepingDepartment•Backboneofahotel,togettheroomscleanandingoodorderfortheFrontOfficetosell.•WithouttheHousekeepingDepartment,ahotelcannotoperate.2.ThemaindutiesoftheHousekeepingDepartment:•Tokeepthecleanlinessandgoodorderofallroomsinthehotel;•TocoordinatetheworkcloselywiththeFrontOffice;•Tocompileabedoccupancylist,roomstatusreporttwoorthreetimesaday;•Tostore/sort/check/issue/repairallthelinens;•Toprovidelaundryservice;•Toprovideroomservice.StaffintheHousekeepingDepartment:•Chambermaids→todotheactualcleaningoftheguestrooms.•Housemen→todealwiththeheavywork,suchasthemovingofthefurnitureorheavylinenbasketsandtrolleys.•Linen-roomattendants→tostore/sort/check/issue/repairallthelinens•Supervisors→tocheckroomstoseeiftheyareletorvacant;tocheckthatallfurnitureandfurnishingsareingoodorderandrepair.•Housekeepers→toallocateandsupervisealltheworkofthestaff.4.Situationalconversations:4.1GuidingtoRooms4.2ChamberService4.2.1.MakinguptheRoom4.2.2.CleaningtheRoom4.2.3.TheTurn-downService4.2.4.RoomService4.2.5.LaundryService4.2.6.Wake-upCallServices4.2.7.Baby-SittingService4.2.8.MaintenanceService4.2.9.ShoppingfortheGuestonRequest4.2.10.OfferingExtraService4.2.11.ShiningShoes4.2.12.DealingwithComplaints(1)ComplainingaboutFacilities(2)ComplainingaboutService4.2.13DamageProblemsPartIIIFoodandBeverageDepartmentI.Introduction:●Importanceofthisdepartment:bringsinmoreincomethanroomrentalsinmanylargehotelsDifferentsectionsinclude:Restaurant,grillroom,snackbar,loungebar,cafeteria,coffeeshop,roomservice,loungeserviceandbanqueting•Good“dishes”:goodcooking+goodknowledgeandskill,acordialsmile,plentyofcourtesy,sincereeffortandefficiencyofthestaff•Motto:Reputationfirst,customerforemostII.Usefulexpressions:foodandbeverageservice(餐饮服务)，grillroom(扒房,烤肉房)，cafeteria(自助餐厅)，snackbar(快餐部),loungebar(休息厅酒吧)，groupcohesiveness(集体配合)，goodcooking(美食烹饪)，tohavealoveforone’sjob(热爱本职工作)，highqualityservice(优质服务)，reputationfirst,customerforemost(信誉第一，顾客至上)，kitchenwaiter(走菜员)，expediter(催菜员)，highqualityservice(优质服务)，reputationfirst,customerforemost(信誉第一，顾客至上)，kitchenwaiter(走菜员)，expediter(催菜员)，friedeggs:sunny-sideup（一面煎鸡蛋），easyover(两面煎鸡蛋），poachedegg(水煮鸡蛋)，scrambledegg(炒蛋)，boiledegg(煮鸡蛋带壳的)，tea-flavoredegg(茶叶蛋)。III.Discussion1.Howwouldyoudefine“highqualityservice”?2.Whereliesthebasisof“highqualityservice”?3.Howcouldonerealizetheidealexpressedinthemotto?Unit1AttheBarI.Usefulpatternsforbartenders–What’syourpleasurethisevening,Sir?–WhatcanIgetforyou?–WhatcanIprepareforyou?–WhatcanIofferyou?--Yourusual,sir?（=Wouldyoulikeyourusualdrink,sir?）Thesameagain,sir?Yourbeersir,enjoyyourdrink.Anight-capbeforeretiring,sir?Ihaveanotherwaitingoniceforyou.(我这里已经为您准备好了另一杯。)Hereisthedrink/winelist.Wouldyoulikeanotherdrink？Anotherbeer,Mr.Wood?MaotaiisakindofChinesespirit.Wouldyoupreferred,whiteorrosewine?Sweetordry?Whatwouldyouliketodrink?Wehavevarietyofwinesandliquors,Whichkinddoyouprefer?WhataboutMaotai,oneofthemostfamousliquorsinChina?Itnevergoestothehead.AnotherScotchontherocks/withice/withoutice/straightaway?Hereyouare,sir.Enjoyyourdrink.I’llmakeyouanotheronthehouse.(whendrinkspills)Wouldyoucareforsomethingalittlestronger？MayIsuggestasweetMartiniCocktail?Ifyouprefersomethingmilder,thereisShaoxingricewine.It’sarealChinesespecialtyinSouthChina.II.DrinksSpirits(烈酒)，brandy(白兰地：Hennessy,Bisquit百事吉，RemyMartini人头马，Napoleon),cocktail,GinFizz(金酒菲士)，BloodyMary(血玛利)，Bourbon(波本威士忌),PinkLady(红粉佳人)，Poussecafé(普施啡，彩虹酒),Vermouth(苦艾酒),etcIII．SituationalDialogues1)BarService•LiqueurService•Atthebar•HaveaChinesecocktail•Howaboutonefortheroad?•Saying“No”toguests•TalkingaboutMixingaCocktailUnit2AttheRestaurantI.MakingReservation1)UsefulPatterns:•apartyoften•Pleaseputmeascloseaspossibletothestage.•Couldyoupleasearrangetohavesomerosesonthetable?•Whattimedoyouopenthisevening?•Weopenat7:00andwetakeordersat11:30am.•Whatkindofdisheswouldyouliketoorder?•AtableofCantonesedishes•I’llhaveeverythingarrangedforyou.2)SituationalDialoguesI.OrderforabanquetII.ReceivingtheDiners1)Usefulpatterns•Haveyouareservation?•Couldyoufollowme,please.•Couldyoucomewithme,please?•Willthistablebeallright?•Wouldyouliketositnearthewindow?•Youmaysitwhereyoulike.•I’msorrythistableisalreadyreserved.•Thetablesbythewindowarealloccupied.•Yourtableisreadynow.•Youmayhaveadrink/sit/wait/intheloungeifyoulikeandwe’llcallyouwhenwehaveatable.•I’msorry,therestaurantisfullnow.Wecanbeabletoseatyouin20minutes.2)Menua)Waystowritedishes:Ingredients/modifiers+maindishes:HunanFlowerSteak(碧蓝牛排)，AromaticChineseEggplant(五味茄),Sweetandsourpork(甜醋肉)；Maindishes+ingredients/garnish:Lobsterwithchilisauce(干烧龙虾），Shreddedporkwithgarlicsauce(鱼香肉丝），Porkwithmushrooms&winterbambooshoots(双冬肉片)，Dicedporkwithbeanpaste(炸酱肉丁)；Cookingstyle+maindishes(+garnish/ingredients):braisedchickenwithchestnuts(栗子红烧鸡)，friedmandarinfishinsweetandsoursauce(糖醋桂鱼)，braisedporktendons(红烧蹄筋)，steamedporkwithpeanuts(花生蒸肉)。b)Somefrequentusedcookingterminologyfry(炒)，stew(炖)，braise(焖)，bake/roast/toast(烤),insta