PART 1 欧美三餐简介 2
1 早餐及菜单 2
2 午餐和晚餐 11
PART 2 点菜与西餐礼仪 18
1 点菜的技巧与服务 18
2 结帐须知及实用语句 24
3 西餐礼仪及注意事项 27
PART 3 洋酒与菜肴的搭配 34
1 名酒佳肴相得益彰 34
2 洋酒简介 40
PART 4 招待服务时的应对技巧 55
Conversation while Serving the Guest 55
1 引导来宾入席/Showing the Guest to the Table 55
2 自助式早餐的入席应对/Buffet-Style Breakfast 58
3 要求客人稍等一会儿/Asking a Guest to Wait 60
4 必须先预约的餐厅/A Restaurant for Which Reservations Are Necessary 64
5 美式早餐的服务/American-Style Breakfast 68
6 点菜时的服务/Taking an A La Carte Order 72
7 受理点菜·推荐食物/Taking the Order and Recommending Dishes 76
8 解释菜单上的食物/Explaining the Menu 82
9 向顾客推荐食物/Recommending Dishes to the Guest 86
10 用餐时的服务/Service during the Meal 90
11 出售香烟/Cigarette Sales 93
12 推荐开胃酒/Recommending an Aperitif 98
13 兜售酒类饮料/Wine Sales 101
14 酒类饮料的服务/Wine Service 104
15 推荐利口酒/Recommending a Liqueur 107
16 标准买单付款方式/Standard Bill Payment 109
17 解释税率和服务费/Explaining the Tax and Service Charges 111
18 当餐券不够付餐费时/When the Food Voucher Doesn t Cover the Cost of the Meal 115
19 找错钱给客人时/Giving a Guest the Wrong Change 117
20 指示方向/Giving Directions 119
PART 5 专门料理店的应对技巧 123
Conversation in a Speciality Restaurant 123
1 受理中餐的点菜/Taking the Order of Chinese Cuisine 123
2 中国菜进餐时的服务/Service during the Course of the Meal 126
3 询间餐厅营业时间/Restaurant Service Time 130
4 解释日本料理的菜单/Explaining the Menu of Japanese Cuisine 132
5 日本菜进餐时的服务/Service during the Course of the Meal 135
6 甜不辣柜台的服务/Service at the Tempura Counter 138
7 铁板烧餐厅的电话预约/Taking a Telephone Reservation 141
8 推荐铁板烧的菜式/Recommending the Meal 144
9 主厨和顾客间的对话/Conversation between the Chef and the Guest 146
PART 6 用英文处理抱怨 151
Dealing with Complaints 151
1 对食物的抱怨及应对/Complaints about the Food 151
2 对餐具的抱怨及应对/Complaints about the Tableware 155
3 对服务的抱怨及应对/Complaints about the Wrong(Late) Order 157
4 当饮料洒在一般客人身上时/When Drinks Are Spilt on a Guest 159
5 当饮料洒在饭店客人身上时/When Drinks Are Spilt on the Hotel Guest 161
PART 7 电话的应对技巧 167
Using the Telephone 167
1 电话订位的应答技巧/Taking a Telephone Reservation 167
2 客满拒绝订位的应答/Refusing a Reservation 170
3 确认订位的应答技巧/Confirming a Reservation 172
4 客人有外线电话时/When There s a Telephone Call for the Guest 175
5 替客人留话/Taking a Telephone Message 177
6 传话给客人/Giving the Message 179
7 询问餐厅的营业时间/Restaurant Service Time 182
8 询问遗失物品时/When a Guest Calls about Lost Property 183
9 客人想借打越洋电话时/When a Guest Wishes to Make an Overseas Call 187
PART 8 客房服务部的应对技巧 191
Room Service 191
1 前一晚受理早餐的预约/Taking an Order the Previous Night 191
2 受理早餐点菜/Taking a Breakfast Order 194
3 受理午餐点菜Taking a Lunch Order 198
4 太忙时推荐其他餐厅/Recommending a Restaurant When Room Service Is Busy 201
5 解释最低消费客/Explaining the Minimum Charge 206
6早餐预约卡难以确认时/An Illegible Reservation Card 209
7没有客人要点的菜时/When a Dish that the Guest Orders Can t Be Made 212
8 客人想付现金时/When a Guest Wishes to Pay in Cash 214
9 客人点叫威士忌酒时/When a Guest Orders Scotch 217
10 客人点叫葡萄酒时/When the Guest Orders Wine 219
11 说明咖啡盘的使用方法/Explaining the Use of the Coffee Server 220
12 抱怨所点的食物未送达时/Complaints about Non-Delivery of an Order 224
13 抱怨送菜服务太慢时/Complaints about a Late Order 226
14 食物送达而客人不在房里时/When A Guest Isn t in His Room When the Order Is Delivered 228
15 递送食物/Delivery of Food 231
16 服务顾客/Serving the Guest 233
17 客人要香烟时/When a Guest Asks for a Cigarette 235