1. Taking Restaurant Reservation and Seating Guests
Chapter 10
Taking Restaurant Reservation and
Seating Guests

2. Telephone Reservation

4. Chinese Restaurant

5. Western Restaurant

7. Cafeteria

9. Part II Vocabulary Study Part III Listening and Speaking
Part I Dialogues
Part II Vocabulary Study
Part III Listening and Speaking
Part IV Practical Writing
Part V Feature Reading

10. Dialogue 1 Receiving a Table Reservation on the phone
Context: Li Li, the reservationist ,is receiving a reservation call and helping the guest to reserve a table in the restaurant.
Pre-listening questions:
What does li li say she picks up the phone?
What information does li li get from the guest when the reservation?

11. Staff: Good morning. Fu Gui Restaurant. How may I help you?
Guest: Good morning. I’d like to have supper in your Restaurant
.Can I book a table now?
Staff: Certainly, sir .We are open from 6 to 9 p.m. What time
would you like your table ,please?
Guest: At 6 p.m. this evening .
Staff: Fine. For how many people ,please?
Guest: About five.
Staff: Good. And may I have your name ,please?

12. Guest: John White. Just book it under my name.
Staff: And your telephone number ,please?
Guest: I am staying in your hotel in room 1212.
Staff: So it is Mr. John White ,a table for five at 6 p.m.
this evening. Will that be all right?
Guest: Exactly.
Staff: Thank you, Mr. White. We look forward to seeing you
then. Goodbye.

13. Dialogue 2 Declining a Table Reservation Call
Context: All the tables have been reserved at the time
Mr. Brown wishes. Li Li , the clerk , apologizes
to the guest politely and makes some good
suggestions.
Pre-listening questions:
What does li li say about the restaurant hours ?
2) What does Li Li say to decline the reservation?

14. Staff: Good afternoon. The Wonderful Steak House. Li Li
is speaking. May I help you?
Guest: What are your restaurant hours?
Staff: We open at 5 p.m. ,sir, and we close at 9:30 p.m. .
Guest: Good. I would like to reserve a table for five .
Staff: Yes, sir .What time would you need the table?
Guest: I am not sure ……Perhaps around 7 p.m. .

15. Staff: I am so sorry, all the tables have been reserved at
that time. Shall I contact the other restaurant for you?
We have very good Chinese restaurant in out hotel.
Guest: That will be fine . It will be much appreciated if you
could arrange it for us .
Staff: So, would you please tell me your name and room
number? I will call you back as soon as possible.
Guest: It is Mary Smith ,in room 1212.
Staff: Thank you , Mr. Smith. Goodbye .

16. Dialogue 3 Seating Customers at the Table
Context: Mr. Smith and his friends come to the restaurant for dinner. They do not have any reservation and they are told to wait 15 minutes .Li Li ,the hostess, is greeting the guests.
Pre-listening questions:
When the customers come into your restaurant, what will you ask first?
When the customers would like to wait for their tables, what do you usually recommend they do?
What does Li Li say when showing the customers to their table?
What does Li Li present to the customers after having them seated ?

17. Staff: Good evening, ladies and gentleman .Welcome to
our Garden Restaurant! Do you have a restaurant?
Guest: No , I am afraid I do not.
Staff: How many are there in your party ,sir?
Guest: Four.
Staff: I am sorry ,a vacant table for a party of four is not
available now. Would you mind waiting for 15
minutes?

18. Guest: That will be fine .
Staff: May I have your name , sir ?
Guest: Bill Smith.
Staff: Thank you , Mr. Smith, would you care to have a drink in
the lounge in the meantime? We will have you seated as
soon as possible.
Guest: That is a good idea , thank you .
(Ten minutes later)
Staff: Sorry to have kept you waiting .We can seated your party
now ,Mr. Smith .

19. Guest: Good.
Staff: Please step this way .
(They come to a table by the window )
Staff: Will this table be all right?
Guest: Yes, very good. We can have the fantastic view
outside tonight.
Staff: Here is the menu, sir. I will return in a few minutes to
take your order .
Guest: Please , we are terribly hungry.

20. Dialogue 4 Revising a Reservation
Context: Mr. Smith and his friends go to Rose Café. They are
told to wait for 20 minutes before they can get a table
for the dinner in the Garden Restaurant.
Pre-listening questions:
When the guests come to Rose Café , what does the waitress say to them?
When the guests want to drink some tea , what questions do you usually ask?

21. Staff: Good afternoon. Welcome to our Rose Café .
Guest: We will have our dinner in the Garden
Restaurant in 20 minutes . Can we take a seat
here now?
Staff: Certainly ,sir . You can have a rest here and take
dinner if you like .Where would you like to be
seated?
Guest: We would prefer the table there in the corner. It
is too noisy here .
Staff: I am terribly sorry ,sir. That one have been
reserved. Will that one the window be all right ?
Guest: OK.

22. Staff: Would you please come this way ?.
Guest: All right .
Staff: W hat would you like to drink ,sir?
Guest: Make four glasses of tea , please .
Staff: Yes ,sir. Green tea or black tea , please ?
Guest: Black tea with lemon.
Staff: Yes , sir. I will be back in a minutes .

23. Vocabulary Study Restaurant n. Reserve v. Close v. Contact v.餐厅
预定；欲留桌位
关；关闭
与．．．联系；联络
赏识；欣赏
感激的；感谢的　 安排
一批人；一组人
一行４人
空着的；无人坐
Restaurant n.
Reserve v.
Close v.
Contact v.
Appreciate v.
Appreciative a.
Arrange v.
Party n.
A party of four
Vacant a.

24. A vacant/free table
Care v.
Care to
Lounge n.
meantime n.
In the meantime
Seat v. and n.
Have someone seated
Have someone doing
Step this way
空着的餐桌 喜欢
喜欢；要
酒廊；休息室 其间
在次期间；其间
使作下；座位
安排某人入座
让某人一直做某事，不停地做
这边走

25. Fantastic a.
Return v.
Terribly a.
Available a.
Unavailable a.
Availability n.
Mind v.
Mind doing something
Prefer v.
Lemon n.
极好的；美妙的
回；归
很；非常
可得到的；可用的
不可获得的；没有的
可得到；有
介意；反对
不喜欢做；反对做
宁愿；更喜欢 柠檬

26. Look forward to something
Look forward to doing something
Black tea 期待
期待做某事 红茶

27. Exercise 1:
Match the expressions on the left with the best meaning
on the right.
-----reserve a. not being used or occupied
-----vacant b. a comfortable room for sitting in, having a
drink in the hotel
full c. be fully occupied ,be filled completely
lounge d. a place where meals are sold and eaten
restaurant e. to book in advance ,to keep for special
purpose

28. Exercise 2:
Complete the following with words or expressions
from the dialogues.
Customers usually make a phone call or send a fax to make a r
They made a booking for twenty people but it is not a c booking yet .
I am sorry , but there is no a for the banqueting room for the date you require .

29. 4. There is no one in table 2 at the moment and table 4 is also u----------.
5. The receptionist will r any valuables which have been deposited for safekeeping.

30. 1. Functional Sentences 接预定电话或招呼顾客上门
Good morning . Chinese Restaurant. How may I help you?
Good afternoon. western restaurant .what can I do for you?
Good evening .steak house .li li is speaking .may I be of your assistance?

31. 获取预定信息
就餐时间
When would you like your table, sir?
What time would you have your dinner, sir?
For what time , sir/madam?
When should we expect you, sir?

32. 就餐人数
For how many people ,sir?
How many people are there in your party, sir?
Could you please tell me the number of diners, sir?
Is it only two of you ,sir?
So you are four?

33. 客人的姓名及电话
May I have your name and telephone number sir?
Could you please tell me your name and telephone number ,sir ?
Your name and telephone number ,please?
Under whose name ,please?

34. 有无特殊要求
Any other requirements?
Anything special, please?
Only a table near the window?
预定确认
So it is Mr. White ,a table for five at 6:30 p.m. this evening .Am I right?
A table near the window for Mr. White for 3 at 12:00.Am I right ?
A table near the door at 7:00 o’clock this evening under the name of Miss White .will that table be all right?

35. 感谢客人来电，并期待光临
Thank you for calling us ,Mr. White . We look forward to your visit.
Thank you for your call, Mr. White . We expect to see you then.
Thank you . Mr. White . Looking forward to serving you soon.
询问是否有预定
Have you got a reservation, sir?
Have you reserved the table ,sir ?

36. Do you have a reservation , sir?
Did you book a table , sir ?
餐厅客满
I am sorry ,the restaurant is full now .
I am afraid all the tables/seats have been reserved/booked.
I am afraid there is no vacant seat/table left.
请客人等候或提其他建议
Would you mind waiting for 15 minutes ? You can have a drink in our lounge.

37. Would you please wait for a moment
Would you please wait for a moment ? We will seat you as soon as possible .
Shall I contact the other restaurant in our hotel for you?
You may go to our Garden Restaurant and taste the delicious food there.
We will have you seated as soon as we have a free table .
为客人引座
This way ,please.
Follow me ,please.
Would you come this way , please?

38. Would you come with me ,please?
征求客人餐位意见
A table near the window/in the corner ,sir?
A window table / An aisle table ,sir?
Where would you like to seat, sir ?
Would this table be all right , sir ?
Are you satisfied with this table ,sir?
Where would you prefer to sit ,madam?
Do you have any preference as to where to sit ,madam?

39. 请客人入座
Please be seated.
Would you take your seats, please?
Would you be seated, please?
给客人菜单及酒水单
This is the menu and wine list.
Here is the menu.
I will bring you the menu right away.
The waiter will be right with you .

40. 2. Answer the following questions
What would you say to greet a customer calling for a table booking?
What would you say to tell the customer the service hours in your restaurant?
What are the questions you would ask when taking restaurant reservations for your customers?
Why should we confirm the reservation and what would you usually say?
If the restaurant is fully booked, what would you say and what suggestions would you make?

41. f. When the customers come into your restaurant for dinner, what would you usually have to find out first?
To show the customer the way to their table ,what would you usually say?
If the customer does not like the table you have arranged for him ,what would you usually say and do?
When seating the customer, what would you usually present to your guest and what would you say?

42. Exercise 1: Listen to the short dialogues. Fill in the blanks
Exercise 1: Listen to the short dialogues. Fill in the blanks. Then practice with your partner.
Dialogue 1
Staff: Good morning. Chinese Restaurant.
Guest: I would like a table for this evening .
Staff: For what time ,please?
Guest: At 6:00 o’clock.

43. Dialogue 2
Staff: Good afternoon. Steak House. Can I help you?
Guest: What time do you open this evening ?
Staff: We open at 5:30 p.m. ,we close at 9 p.m. . .
Guest: Good . I would like to reserve a table .
Dialogue 3
Staff: Good evening ,sir and madam .Do you have a
reservation?
Guest: No, I am afraid we do not.
Staff: I am sorry .The reservation is full now .Would you
mind sharing the table with others ?
Guest: No, thanks.

44. Dialogue 4
Staff: Good evening ,sir , good evening ,madam.
Guest: Good evening, a table for two ,please.
Staff: Certainly, madam. This way ,please.
Guest: Thank you.
Dialogue 5
Guest: We want to sit in this corner.
Staff: Will this table be all right ?
Guest :Fine .
Staff: Please take your seat, I will bring you the menu.

45. Dialogue 6
Guest: Good evening. Where is your Sichuan Food
Restaurant,please?
Staff: It is on the second floor . You may take the elevator
there or walk there.
Guest: Where is the elevator?
Staff: Go across the foyer and you will see it on your right.

46. Exercise 2: Listen and fill in the missing information.
Restaurant Reservation List
Name:
Time/Date:
Number of people:
Name of Restaurant:
Special requirements:

47. Exercise 3:Listen and fill in the blanks.
Staff: Good morning. Zhonghua Restaurant._____________?
Guest: Yes, I would like to book a table.
Staff: Certainly, sir ._____________________?
Guest: At 7 p.m. next Monday, June 11.
Staff:___________________________?
Guest :Eight.
Staff: _______________________?
Guest: Please book it under the name of Mr. White.
Staff: So________________________?
Guest: That is right .

48. Staff: _____________________?
Guest: Oh ,yes ,two of us are babies. Do you have baby chairs?
Staff:____________________.
Guest: Thank you.
Staff: _________________________.

49. Exercise 4: Complete the dialogue orally with the Chinese prompts.
Staff: Good evening ,sir._____________（请问您有预定吗）
Guest: No ,we have not .Just we two.
Staff: ___________________(对不起，现在餐厅已满，您愿
意等一下吗？）
Guest: How long do you think we have to wait ?
Staff: ( 大概１５　分钟）
Guest: That will be all right ._________________(我们还不太 饿）
Staff: (请问您贵姓）
Guest: Mr. White.

50. Staff: Thank you. Mr. White._______________(请到那
边坐一下．稍等片刻，一有空桌子我们就会请您上 座)
Guest: Thank you.
( after a little more than 10minutes)10分钟后
Staff: Mr. White?
Guest:_______________(哦，我在这)
Staff: _____________（请跟我来）
Guest: _____________(这是给您安排的桌子，请入座，
服务员马上会过来为您点菜)
Staff: Thank you.

51. Exercise 5: Role Play
现在是下午４点，你是餐厅主管，接到一个定餐电话．客人询问营业时间，并要求预定今晚的一张桌子，共４人就餐，客人名叫Peter Smith.请就以上内容和同桌准备一个对话并在班上表演．
现在是中午１２点，一家３口走进餐厅．他们有预定，引坐员将他们带到靠窗户的餐桌，他们不喜欢，嫌吵，于是请他们坐到角落边的那张桌子，客人入坐后立即提供采单及酒水单．请就以上内容和同桌准备一个对话并在班上表演．
现在是晚上点，餐厅客满，进来４为客人，他们没有预定，你是引坐员，告诉客人要等２０分钟，客人愿意等候，你建议他们去一楼大堂吧休息一下，一有空坐就请他们，２０分钟后你热情招呼他们进餐厅，为他们引坐，并提供菜单及酒水单．请就以上内容和同桌准备一个对话并在班上表演．

52. The Introduction of the Restaurant
餐厅简介通常包含以下几方面的内容：
Name of the restaurant　餐厅的名字
Location餐厅的位置
Size and seating capacity大小及餐位数
Decoration and furnishings 装潢及布置
Type of food and drinks served餐饮质量
Type of guest 顾客定位
Price of food and drinks服务质量
Summary and recommendations总结及推荐
以下是花园餐厅的英文介绍：
The Garden Restaurant is on the second floor of River
Hotel, with a seating capacity of 200. it is decorated in
the traditional Chinese style. The seats are well
Upholstered and the tables large. The menu offers you

53. a wide variety of Beijing dishes and delicious local foods
a wide variety of Beijing dishes and delicious local foods. The specialty of the restaurant is the Beijing Roasted Duck which is very popular and won the first prize in Cooking Competition last year. Many families it at this restaurant when they wish to get together with their old friend or friends abroad. The price reflects the high quality of the food, but they are reasonable and the portions are large. Fresh juice, wines, and beer are very well priced and valuable. The service is also excellent and the waiters and waitresses are all capable of speaking both Chinese and English. The restaurant is highly recommended for families, oversea students and tourists. The excellent service and well-appointed atmosphere along with the well-prepared foods and wide selection of wines will make the meals enjoyable and memorable.

54. Write a brief introduction of the restaurant you are familiar with.
Exercise:
Write a brief introduction of the restaurant you are familiar with.

55. Taking Reservations and Seating Guests
Pre-reading questions:
Why is telephone manners so important when taking the bookings on the phone?
What is the common procedure of receiving the diners?

56. Most reservations are taken over the telephone
Most reservations are taken over the telephone. A friendly and helpful telephone manners is essential however busy you are because potential guests are easily put off at this early stage and they may never call again:
Always answer the phone promptly when it rings.
Have the reservation book close to hand.
State clearly the name of the establishment.
Offer the caller your assistance.
Answer any questions clearly and politely. If you do not know the answer, find someone who does or offers to call back.

57. Before beginning to take the booking, make sure a you have the reservation book in view. The first things to be clarified are when the tables is required and how many people there are in the party. Only when you have established that a suitable table is available and when one is wanted, continue taking the reservation, asking for the following additional details;
The host’s name
The time of arrival
A contact telephone number
Any special requirements

58. Confirm all the details by repeating the name, the date, the time of arrival, the number in the party and the contact phone number. Make sure all the details have been clearly written into the reservation book .
Complete the conversation with a show of hospitality, eg : Thank you Mr. Bryans. We look forward to seeing you on Thursday evening.
First impressions are extremely important. Guest are arriving at a restaurant gain their first impression of the establishment substantially from the willingness of the stuff to acknowledge their presence and the greeting they receive. If the greeting is both warm and efficient,

59. guests will immediately feel that they can expect the rest of their experience to be pleasurable, and they will feel confident that then will be in the hands of reliable professionals.
The waiting service begins with the greeting and seating the guests. In large establishments, guests maybe received by a head waiter or supervisor and taken to the table where they are introduced to their table waiter, who takes over responsibility for their service. In smaller restaurants a single waiter will be responsible for the whole operation. In 8 case the procedure is as follows:

60. Acknowledge new guests as soon as they arrive
Approach the guests with an appropriate welcome , for example , “good evening “
If the guests have come to eat, enquire whether they have a reservation .check the reservation. If no table has been booked, check that one is available .
When checking the reservation , note the host’s name –the table will usually have been reserved I the name of the host. it is important to establish who the host is.

61. show the guest to their table
offer the guests chair to encourage them to be seated

62. Pleasurable experience 愉快的经历 Reliable professionals 可靠的员工
Exercise 1: choose from below an appropriate Chinese to match each equivalent in the passage.
Pleasurable experience
愉快的经历
Reliable professionals
可靠的员工
Potential customers
潜在的顾客
Telephone manners
电话礼仪
Reservation book
预定册
The host’s name
主任姓名
Time of arrival
抵达时间
The contact telephone number
联系电话
Head waiter 领班
supervisor 主管
acknowledge
问候；　致意
procedure 程序

63. Exercise 2: Answer the following questions briefly.
What is this passage mainly about?
What are the first things to be clarified before taking the booking and why ?
How would you make a warm and efficient greeting when guests come into the restaurant?