《饭店实用英语》课件-scene-13.ppt

Hotel Practical EnglishScene 13 Take OrdersTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1.Free Talk1.What notices should you make when you take orders?2.What should you do when the guest wants to take a time to look over the menu?Give good reasons to support your opinion,please.Hotel Practical English Dialogue 1 Can I See the Menu,Please?(A:Waiter B:Guest)A:How are you doing,madam?B:Fine,thanks.Can I see the menu,please?A:Certainly,here you are.B:Thank you.Whats todays special?A:Grilled tuna and steamed dumpling.B:That sounds good.Ill have that.A:Would you like something to drink,madam?B:Yes,Id like a glass of fresh orange juice.A:Thank you.Hotel Practical English (Returning with the food and juice)A:Here you are.Enjoy your meal,madam!B:Thank you.A:Can I get you anything else?B:No,thanks.Id like the check,please.A:Thatll be￥86.B:Here you are.A:Thank you!B:Goodbye.A:Goodbye.Hotel Practical English Dialogue 2 May I Take Your Order?(A:Waitress B:Guest)A:May I take your order now,sir?B:Could I have a few minutes,please?A:Of course,sir.（After five minutes）A:Are you ready to order now,sir?B:Yes,Ill have a perch.A:How would you like your perch?Steamed or stewed?B:Steamed,please.And would it be possible to get a two-minute boiled egg?A:Yes,sir.B:Could I get a bowl of rice together with the perch?A:Sure,sir.Would you care for something to drink?B:Yes,Ill have an iced tea.Hotel Practical EnglishA:One steamed perch,a two-minute boiled egg,a bowl of rice and one iced tea.Is that right,sir?B:Yes,thats right.A:Ill be back with your food in a minute.（Ten minutes later,everything that was ordered just now is on the guests table）B:Excuse me.A:Yes,sir?B:This perch is still bloody.Could you have the chef cook it a little more?A:Right away,sir.Hotel Practical English.Text Take a Tables Order Taking a tables order correctly and efficiently is a key component of giving good service.If you get everything right,you will have the confidence of your customers and smooth relations with the kitchen.A waitress or waiter must possess a sense of responsibility,urgency,good memory and charm.But the most important is lots of patience.There are a few steps that all waitresses or waiters should follow when taking an order.The right procedure will ensure that everything will come out perfectly.This guideline can also help the guest rate the performance of the staff in the restaurant.When guests come,the waitress should greet them with enthusiasm and let them feel welcome.And then place napkins in front of the guests,on the right hand side,starting with the ladies,then children,and then elderly men,followed by men.Start writing vertically,on the left side of the pad,each guests number.Its better to choose the person sitting closest to the door as the first one because its easy to remember.Then clock wise,you will count the second person,third and so on.When you begin to take a tables order,start with the lady first.It is the polite thing to do.Text The first order taken should be of the drinks.Remember to write down the drink next to the number of the seat.The second order written down should be of the appetizer and main course.When you take orders,make sure to ask the follow-up questions.Do you have an allergy to something?Does the beefdish need a temperature?Finding the answers to these questions right away will be safe to the guest and prevent you from having to go back and ask.Note any additions or substitutions your customer makes to the dish.If you are not sure that the kitchen will be able to prepare the meal as your customer would like it,make a note and ask immediately.Be responsive as your customer gives his or her order.Most people like to see evidence that their order is being recorded,so nod and make eye contact as you listen.Once guests are finished giving the order,read it back to them to make sure it is right.In addition,dont forget to thank the customer.This doesnt have to be elaborate,just a quick“thanks”or even a smile after each order.Text Make sure the runners or bus boys,cooks and bartenders,all understand your hand writing.If the restaurant has a computer,reread everything at least twice before you send the order to the kitchen.When the order is printed,confirm that everything was entered correctly.Everything must be in the same page,otherwise chaos,confusion and bad communication can mess up your table.When your entire order is ready,help the runner or bus boy with the plates.Remind your helpers the positions of the ladies and ensure that they are served first.If there are any children in the table,they should get their food before the grown-ups since kids dont have the same amount of patience and tolerance as their parents.Make sure that all plates are placed in the correct position.Check back to the table to get feedback from the guests and make sure all is perfect with the food and drinks.Exercises Role-play Activity The following is a role-play activity to practice ordering food.Divide the class into two groups:the waiters and the guests.And then have the students work in pairs.The following is a conversation just as a sample.The students can create conversations as they like.A:Good evening,are you ready to order,or do you need a little more time?B:Could I have a few minutes,please?A:Certainly,sir.Ill be back to take your order later.（Five minutes later）A:May I take your order now,sir?B:Yes.Thank you.A:Would you care for soup or salad to start with?B:Ill have the sweet and sour soup,please.A:OK.B:Can I have the trout braised with brown sauce,please?.Exercises A:Im afraid the trout is off.B:Oh dear.ErrDo you have fresh flatfish?A:Yes.Would you like it steamed or braised?B:Braised,please.Give me a small mixed salad and a portion of fried leek dumplings.A:Would you like drinks?B:Yes.May I see the wine list?A:Certainly.Here you are.B:A bottle of Dynasty Dry Red,please.And bring me a glass of ice.A:Anything more,sir?B:No,thats enough.Thank you.Exercises .Case StudyWhat Would You Like to Eat?The Greens just sit at the table.A waitress comes over with a menu in hand.Waitress:Good evening,madam and sir.The Greens:Good evening.Waitress:What do you want to drink?Mrs.Green:What juices do you have?Waitress:We have sugar cane juice,plum juice,star fruit juice,mango juice.Mrs.Green:OK,a mango juice for me and a star fruit juice for my husband.Waitress:And what would you like to eat?Mrs.Green:Can I see the menu please?Waitress:Certainly,madam.Here you are.Mr.Green:Could I have a Beijing Roast Duck?Waitress:Yes,sir.Case StudyMrs.Green:Ill have Jellyfish in Vinegar and Fried Shrimps with Chinese Cabbage.Waitress:OK,madam.Is there anything else?Mrs.Green:Can we have two Noodles with Seafood in Abalone Sauce，please?Waitress:OK.What else do you want?The Greens:No.Thank you.Waitress:Thank you.Ill be back with your order soon.Case StudyRead the above conversation and complete the outline.You should write your answers in no more than three words.There are 1 juices in the restaurant.Mr.Green will drink the 2 .Mrs.Green wants to look over 3 .Mr.Green orders 4 as the main course.Mrs.Green orders one 5 for Mr.Green.Home Reading Responsibilities of Restaurant ManagersRestaurant managers ensure that restaurants operate efficiently and profitably while maintaining their reputation and ethos.They must coordinate a variety of activities,whatever the size or type of the outlet.The main responsibilities that restaurant managers should take are summaries below.Restaurant managers are responsible to direct and schedule activities of restaurants,coffee,fast food outlets and other eating establishments.Although some duties differ in different hotels,many include the organizing of stock,ordering food supplies and equipment,inspection of health and safety precautions and solving employee or customer problems.In addition,when restaurants need new staff,restaurant managers have to help the human resource department to interview the candidates,and supervise the training of new staff members,organize shifts and promote good teamwork.Sometimes restaurant managers need to work with the chef or cook to determine menu plans on a daily basis,for special events or occasions or for groups or parties.Home Reading To support the smooth and efficient running of the restaurant to the highest level of customer satisfaction is the restaurant managers most important job.It is important that customers receive prompt service in a professional,friendly manner,with enough staff to serve them in a timely fashion.A restaurant manager should be a man of good manner.No matter how rude or unreasonable guests are,a qualified restaurant manager should be patient with them and expertly deal with them until they are happy.If the guests complaint is reasonable,the restaurant manager should correct the problem in time.If the customer leaves happily,he will return to dine there again.Home Reading Decide whether the statements are true(T)or false(F)after reading the passage above.1.Restaurant managers must make sure that restaurants run efficiently and profitably.（）2.Restaurant managers just arrange the activities of restaurants.（）3.Only the human resource department is in charge of choosing new staff for the restaurants.（）4.Some guests are rude and unreasonable,but they are friendly to the restaurant manager as he is patient to them.（）5.If the restaurant manager has time,he will correct the guests problem.（）Thank you!