2. Teaching Objectives 1 2 3 To know the different ways of reserving a table To know the necessary information of reserving a table for the guest To know the right way to get the necessary information of reserving a table for the guest To know the terminology of reserving a table for the guest 4

3. 餐桌预定的几种方式 : Face-to-Face Reservation Telephone Reservation Fax Reservation Internet Reservation Basic Information Food and Beverage Department 一般缩写为 F & B Department 1 2

4. 餐馆大厅 lobby 包房 private room 餐桌预定计价方式有两种，即人均计价或总体计价，散客 订餐时，酒水基本不包含在报价当中，旅行社订餐时，要 询问报价是否包含酒水，如包含，一般只包含软饮料。 Banquet reservation is different from the individual reservation, besides the basic information, the reservationist should also know the standard of the banquet and whether the drinks are included or not. 3 4 5 Basic Information

5. Service procedure greeting ask the date and the time ask the number of the guests ask the name and telephone number reconfirmation extend wishes. I. Reservation for individuals

6. II. Reservation for a banquet greeting ask the date and the time ask the number of the guests ask the style of Cuisine (for option) ask the standard of the banquet ask whether the drinks are included or not ask the name and telephone number reconfirmation extend wishes Service procedure

7. III. Reservation for a private room greeting ask the date and the time ask the number of the guests ask whether the standard of the banquet is set or not ask the name and telephone number reconfirmation extend wishes Service procedure

8. How to Express 1. Good morning/afternoon/evening, XX restaurant, may I help you? 2. When is it for?/For what time of the day?/ For which date? 3. How many guests are there in your group?/For how many?/How many are in your party? 4. May I have your name and telephone number? 5. a table near the window (the position of the table) for N persons at x:x (time) on X (date). 6. We are looking forward to serving you. I. Reservation for individuals

9. II. Reservation for a banquet 1. Good morning/afternoon/evening, XX restaurant, may I help you? 2. When is it for?/For what time of the day?/ For which date? 3. How many guests are there in your group?/For how many?/How many are in your party? 4. which kind of cuisine would you like? (if there are over two kinds of cuisine in your restaurant) 5. How much would you like to spend per head? 6. Would that include drinks? 7. May I have your name and telephone number? 8. N (number) table (s) for N persons at x:x (time) on X (date). The price is X per person including/excluding drinks. 9. We are looking forward to serving you. How to Express

10. III. Reservation for a private room 1. Good morning/afternoon/evening, XX restaurant, may I help you? 2. When is it for?/For what time of the day?/ For which date? 3. How many guests are there in your group?/For how many?/How many are in your party? 4. How much would you like to spend for each table? 5. May I have your name and telephone number? 6. N (number) table (s) for N persons at x:x (time) on X (date). The price is X for each table. 7. We are looking forward to serving you. How to Express

11. C=Clerk G=Guest C: The Swan Restaurant. ______________? G: Yes, I’d like to _____________. C: How many people are there in your party? G: Eight of us. C: _____________________? G: John Smith. C: ___________________? G: It’s S-M-I-T-H. C: Are you staying with us in the hotel, Mr. Smith? G: Yes. I’m in _____________. C: Very well. I have reserved a table in your name for____at _____ G: Thanks a lot. Bye. C: Bye-bye. Practical Operation 1 Fill in the blanks to make a dialogue.

12. Role play Situation 1: Mr. Johnson wants to reserve a table on the phone, they want to hold a banquet in your restaurant on July 2nd, about 7:00, there will be ten of them, they wants a private room, if you are the receptionist at the restaurant, and the room wanted is available, what will you do? Practical Operation 2 Situation 2: Mr. Smith and his friends want to have dinner at a local restaurant by themselves this evening, there are four of them, they want to enjoy the scenery outside the window, so they want a table near the window, they’d like to reach the restaurant around 6:30, if you answer the call, how to make the reservation for the guests? Situation 3: Mr. Benniews wants to book a private room in your restaurant at 6:30 tonight, there will be five of them, they’d like to spend 120 Yuan for each head, if you are a receptionist in the restaurant, make a reservation for the guest.

13. Thank you for your attention!