1、Hotel Practical EnglishScene 11 Book a RestaurantTeaching ProceduresExercises 4Text3Hotel Practical English2Case Study5Home Reading6Free Talk1. Free Talk1. What is the good customer service?2. What is the function of Food and Beverage Department in the hotel? Give good reasons to support your opinio

2、n, please. Hotel Practical English Dialogue 1 Would You Like a Table or a Booth? (A:Waitress B: Guest )A: Good afternoon, Chinese Restaurant. How may I help you?B: Good afternoon. Id like to make a reservation for this evening.A: How many people are there in your party?B: Four.A: What time would you

3、 like to make the reservation for?B: Six oclock.A: Would you prefer a table or a booth? B: It doesnt matter. A: Would you rather sit inside or on the patio?B: The patio would be nice.A: Fine. May I have your name?B: Yes, its Anderson.A: Is that Anderson with an e or an o?. Hotel Practical EnglishB:

4、Anderson with an o.A: Thank you. I have a table for four for the Anderson party at six oclock this evening. Is that right?B: Yes. Thank you very much.A: Youre welcome. See you, sir.B: See you. . Hotel Practical English Dialogue 2 Id Like to Reserve a Table (A: Waitress B: Guest)A: Good morning. May

5、I help you?B: Good morning. Id like to make a reservation for Tuesday at your restaurant. B: How many people is the booking for, sir?A: Its for three people. B: What time would you like, sir? A: Around 7 PM. B: May I have your name, sir?A: Yes. My name is Kevin Collier. What are my seating choices?

6、B: Well, we have booths, private rooms and an outdoor terrace.A: I would like to reserve a table on the terrace. Do you have a smoking section? B: Yes, we do. Hotel Practical EnglishA: I was wondering if its possible to put a bottle of wine on our table before we get to the restaurant.B: Certainly,

7、sir. What wine would you like to drink?A: Do you have a nice bottle of Chardonnay?B: Yes, we have. Well accommodate your request. A: Thanks a lot.B: We look forward to seeing you on Tuesday at 6:30. Have a nice day, Mr. Collier. . Text Food and Beverage DepartmentEach department in the hotel has a s

8、pecial role to play in delivering quality services and products to its guests. To provide these products and services, the hotel has been broken down into various sections and each department has a set of specific tasks to undertake in order to please the guests.Food and Beverage (F&B) Department em

9、ploys the most number of people out of the entire hotel. Food and Beverage manager is in charge of the whole department. In the restaurant, there is Restaurant Manager, Supervisor, Head Waiter, Chef, Hostess, Waiter or Waitress. In the bar, there is Bartender, Bar Waiter or Waitress. Food and Bevera

10、ge Department is responsible to provide the service of food and beverage to guests in the hotel. In a four or five-star hotel, food and beverage outlets might have the following forms: quick service, table service, specialty restaurants, coffee shops, bars, lounges, clubs, banquets, catering functio

11、ns, and room service. . Text Food and Beverage DepartmentThe F&B department is generally the second-largest operating department in the property, behind rooms. As the department is large, any significant changes in revenues or expenses will impact the bottom line. Food and beverage may be one of onl

12、y a few truly great experiences during a guests stay. If hotels have improved their F&B outlets, not only in-house guests but also local residents would take notice. Increasingly, hotel restaurants and bars will become popular hangouts among hotel guests and locals. When this reputation is passed by

13、 words of mouth to others, there is a strong potential of attracting visitation or the tendency of your guests to bring along new guests in their next visit to dine at the restaurant and stay in the hotel. Moreover, improved restaurant outlets and better quality dishes will justify charging more for

14、 food items, resulting in greater food revenues. In addition to this, great customer service from friendly employees can also be the definitive difference to your guests when deciding which hotel they will stay the next time they trip . . Text . ExercisesRole-play Activity The following is a role-pl

15、ay activity to practice how to take a restaurant reservation. Divide the class into two groups: the restaurant hostesses 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: Is there a table

16、for six available?B: Did you make a reservation?A: No, we didnt.B: Im afraid you have to wait about twenty or thirty minutes.A: Thats OK.B: Do you prefer smoking or non-smoking?A: Smoking, please.B: Would you prefer a private room or a table in the hall? A: It doesnt matter.B: May I have your name?.

17、 Exercises A: Gregory Marston. B: Can you spell your surname, sir?A: Yes, its M-A-R-S-T-O-N.B: May I look over the menu before I sit down?A: Of course. Here you are.B: Thank you.A: Ill call you when the table is available, sir.B: Thanks. Case StudyId Like to Reserve a Table for Dinner James Lee (L)

18、makes a phone call to the restaurant to reserve a table for him and his friends for dinner. The hostess (H) is taking the reservation now.H: Mexican Restaurant. How may I help you? L: Yes. Id like to reserve a table for dinner. H: How many people, sir? L: Six couples. H: Would you like to reserve a

19、private dinning room? L: That sounds like a good idea. H: All right. May I have your name, sir? L: James Lee, L-E-E. H: What time will you be arriving? L: Around 7:00 PM. H: All right, Mr. Lee. L: Can I pay by credit cards?H: No, we only accept cash.L: Do you take US dollars?. Case StudyH: Yes, sir.

20、 L: Thank you. Good-bye.H: We look forward to having you with us tonight, Mr. Lee. . Case StudyRead the above conversation and complete the outline. You should write your answers in no more than three words.James Lee has decided to have a dinner at the 1 .Mr. Lee reserved a table for 2 at 7:00 PM. T

21、he hostess said that they dont accept 3 , but they 4 . Mr. Lee intends to 5 , but its refused. . Home Reading Make Dining Reservations Using OpenTableOpenTable is an online reservation network for restaurants in the major cities of US, UK, Canada, Mexico, Japan and Singapore. It operates in real tim

22、e and suggests available times for booking a table with more than 5,800 restaurants. Making a dining reservation using this service is quite straightforward and simple. You can try it now according to the instructions below.Start by registering for free on the OpenTable Web site. Click on the sign i

23、n link on the right side of the Web page and fill out the online form. Enter information such as your name, phone number, email address and special requests, if any, for the head waiter.Search for local restaurants in your city or in the city of your choice by clicking on the city name. And then sel

24、ect “region” or “neighborhood”. Choose search criteria. You may select your preferred restaurant from the pull down menu or search for a list of restaurants matching your criteria by choosingthe neighborhood, cuisine type and price range. Select “time and party size”. Click on “search”. View your ch

25、oices displayed on the next page. Learn more about the restaurants by clicking the name of the restaurant. . Home Reading Click on your “preferred time”. Choose earlier or later times if the exact time preferred by you is not available. Sign in to your account if you are not already signed in. Print the confirmation that appears on the next page.