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Hospitality English

This course teaches you the essential skills and techniques for receiving and managing table reservations in the hospitality industry. You will learn how to handle reservation inquiries, confirmations, changes, and cancellations effectively.

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Hospitality English

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  1. Hospitality English 酒店商务英语 讲师：罗云利 工商与公共管理学院

  2. Table Reservation 预订餐台服务 Learning Objectives Learn how to receive table reservations; 学会如何受理餐桌预订； Learn how to decline table reservations. 学会如何婉拒餐桌预订。

  3. Dialogue1A Reservation Call 电话预订 J=Jane (Receptionist) S=Stephen Nobel (Guest) J: This is Rongjiang Chinese Restaurant. Good afternoon. S: Hello, I’d like to reserve a table for four. J: Yes, sir. When would you like to have a table? S: Let me see...at about 7:00, oh, no, perhaps around 7:30. J: Where do you want to have the table, on the first floor or on the second floor? S: Can I have a table on the second floor? J: Yes, sir. You would like to reserve a table for four at about 7:30 on the second floor, am I correct, sir? S: Yes, that’s right. J: May I have your name, please? S: Stephen Nobel. J: Thank you, Mr. Nobel. S: Oh, by the way, is there any chance of a table by the window? My wife loves it. J: I understand that, sir, but, as you know, we have already received many bookings, so I’ll have to check first. I cannot guarantee anything. Please be assured that we’ll try our best. S: I would appreciate it if it could be arranged. J: I’ll do my best. We are looking forward to having you with us tonight, Mr. Nobel. Thank you for your calling us. S: Thank you. By the way, how late does your restaurant open? J: We normally close at 11 p.m., but usually we wait until the last guest leaves. S: Fine, thanks. J: You are welcome.

  4. Dialogue2Banquet Reservations 宴席预订 J=Jane (Receptionist) S=Stephen Nobel (Guest) J: Good morning, this is Rongjiang Hotel. May I help you? S: Hello, I want to make a reservation of 10 desks for a banquet. J: What time would you like to start the banquet, sir? S: It will be at 6 o’clock p.m. on 20th August, for birthday. J: For how many people? S: 80 people. J: OK, sir. Would you please give me your name and cell phone number? S: Stephen Nobel. My number is 13022556688. J: OK, sir, we need to charge 20% of this order as deposit. S: All right. J: Is this the receipt for your deposit? Please hold onto it! S: OK. Thank you. J: Thank you, sir. Waiting for your coming!

  5. Dialogue3Unable to Satisfy the Reservation 　　　　　　 无法满足预订需要 J=Jane (Receptionist) S=Stephen Nobel (Guest) S: Hello, is that the Rongjiang Coffee Shop? J: Speaking. May I help you? S: Yes. I’d like a table for four at 7:00 this evening. Can you arrange it for us? J: Just a minute. I’ll check if there is any availability. I’m sorry, sir. It has been fully booked at this time. Would you mind changing it to 8:30 p.m.? And our drinks are at half price after 8:30 p.m.. S: Fine! I change the time to 8:30. J: Thank you very much.

  6. 1. Inquiring the Information 询问客人信息 How many people are there in your party? 请问您一共几位用餐？ When should we expect you, sir? 请问您几点钟光临，先生？ At what time would you like your table? 您想订什么时间的餐位？ May I have your name, please? 请您告诉我您的姓名好吗？ Would you please spell your name for me, sir? 请您拼一下姓名，先生。 May I have your contact number, please? 请问您的联系电话是多少？ May I repeat it for you? 我再为您重复一下好吗？ Is there anything special? 您是否还有其他特殊的要求？

  7. 2. Unable to Satisfy the Reservation 无法满足预订需要 I’m sorry. Our restaurant is fully booked at that time. 对不起，我们餐厅在那个时间段的座位都已经订满了。 I’m sorry. Our restaurant seats have been fully booked tonight. 非常抱歉。我们餐厅的座位今晚已经被预订满了。 I’m sorry. The tables by the windows are all occupied. 对不起，靠近窗户的桌子全都有人订了。 Sorry, we do not have reservation service today, because we have a banquet tonight. 对不起，因为承接了晚上的宴会服务，我们今天无法接待预订了。 Sorry, there is only one table left that seats four people. 对不起，只有一张四人桌了。

  8. 3. To Confirm/Change/Cancel a Reservation 为客人确认、更改、取消预订 Excuse me, sir. Because it is the season, I need you to confirm a reservation. 打扰了，先生。因为是旺季，我需要向您确认一项预订。 Your table reservation has been confirmed, waiting for your presence. 您的餐桌预订已经得到确认，恭候您的光临。 Sir, your time has been booked. Would you need to change a reservation? 先生，您的预订时间已经过了，需要为您更改预订吗？ Sir, would you need to extend the deadline to book it? 先生，请问需要为您延长预订期限吗？ I’m sorry, sir, but your reservation has timed out. Would you need to cancel your reservation?很抱歉先生，您的预订时间已经超时了，需要帮您取消预订吗？

  9. 1. Common Sense of Telephone English 电话英语小常识 　　介绍自己或者单位的时候用“This is Pearl Restaurant.”“This is Jane.”或者“It is Pearl Restaurant.”“It’s Jane speaking.”也可以直接说“Pearl Restaurant.”“Jane speaking.”而不是说“Here is the Pearl Restaurant.”“I’m Jane.”问对方是谁时，也可以用“Who’s that?”来表达，而不是“Who are you?” 　　在询问“您找哪位？”的时候，不要说“Who do you want?”因为这是很粗鲁、不耐烦的说法。正确的做法是自报家门，然后问“May I help you?”，等对方说出他们需要与谁通电话。

  10. 2. English Expressions of Time 时间的英语表达法

  11. Exercise 1 Dialogue Completion Complete the following dialogue according to the Chinese in brackets and then read it in roles. J=Jack (Doorman) S=Stephen Nobel (Guest) Have you got your reservation J: Good morning, sir. ___________________________?（请问您有预订吗？） S: No, we haven’t. Just we two. J: _________________________________________________________?（对不起，现在餐厅客满，您愿意等一下吗？） S: How long do you think we’ll have to wait? J: __________________.（大概15分钟。） S: Oh, that’ll be all right. _________________________.（我们还不太饿。） J: ___________________________?（请问您贵姓？） S: Mr. Nobel. J: Thank you, Mr. Nobel. _______________________________________________________________. （请到那边坐一下。稍等片刻，一有空桌我们就会请您入座。） S: Thank you. I’m sorry, the house is full now. Would you mind waiting a moment About 15 minutes We are not terribly hungry May I know your name, please Now would you please take a seat and wait over there? We’ll have you seated as soon as we get a free table

  12. Exercise 2 Role-play 　　现在是下午4 点，你是餐厅主管，接到一个订餐电话。客人询问营业时间，并要求预订今晚的一张桌子，供4 人就餐，客人名字叫斯蒂芬·诺贝尔。请就以上内容和同学准备一个对话，并在班上表演。 J=Jane (Receptionist) S= Stephen Nobel (Guest) J: Good afternoon. Tiantian Restaurant. May I help you? S: Good afternoon. I’d like to reserve a table this evening. Can you tell me your service hours? J: Certainly, sir. We are open from 5:00 p.m. to 11:00 p.m. in the evening. S: Good. Please give me a table. J: How many people are there in your party, sir? S: Four. J: May I have your name, sir? S: Stephen Nobel. J: Fine. A table for four people this evening for Mr. Nobel. Am I correct, sir? S: That’s right. J: Thank you, Mr. Smith. We look forward to serving you this evening.

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