Part 1 Guest Reception顾客接待 2
Unit 1 Accepting a Reservation for a Table接受单桌预订 2
Unit 2 Accepting a Reservation for a Banquet接受宴会预订 7
Unit 3 Declining a Reservation from a Guest客满拒绝预订 14
Unit 4 Telling Service Time to a Guest向顾客介绍营业时间 18
Unit 5 Showing a Guest to the Table引领顾客入座 23
Unit 6 Asking a Guest to Wait请顾客等候 27
Part 2 Pre-meal Services餐前服务 33
Unit 1 Taking Orders接受点菜 33
Unit 2 Recommending Special Dishes推荐特色菜 37
Unit 3 Serving Wines and Drinks酒水服务 42
Unit 4 Accepting Special Demands接受特殊要求 47
Unit 5 Taking a Breakfast Service受理早餐服务 53
Unit 6 Taking a Lunch Service受理午餐服务 58
Part 3 Serving during a Meal席间服务 64
Unit 1 Serving Chinese Food中餐服务 64
Unit 2 Serving Foreign Food外国餐服务 69
Unit 3 Serving Dishes上菜服务 74
Unit 4 Supplying Spices提供香料 79
Unit 5 Explaining Menus for a Guest向顾客解释菜单 84
Unit 6 Explaining Meal Etiquette讲解用餐礼节 89
Part 4 Post-meal Services餐后服务 95
Unit 1 Settling Bills结账服务 95
Unit 2 Explaining Tax and Service Charges解释税率和服务费 98
Unit 3 Helping a Guest Look for a Lost Article帮顾客寻找失物 102
Unit 4 Handling Complaints about Food接受对食物的投诉 107
Unit 5 Handling Complaints about Services接受对服务的投诉 112
Unit 6 Apologizing and Replying道歉与应答 116
Unit 7 Asking a Guest for Comments向顾客收集意见 122
Part 5 Special Services特殊服务 128
Unit 1 Chafing Dish Services火锅服务 128
Unit 2 Coffee Services咖啡服务 133
Unit 3 Tea Services饮茶服务 138
Unit 4 KFC Services肯德基服务 145
Unit 5 Buffet Services自助餐服务 150
Unit 6 Fast-food Services快餐服务 155
Unit 7 Delivery Service外送服务 159