酒店英语PART 1 Staying Organized
As a host or hostess, you are the first and last person guests see at a restaurant. Because of this, you must always be alert, attentive and efficient. Keeping the restaurant orderly, making sure guests are happy, and keeping track of what's going on at each table are just some of the ways you can keep your guests happy.
作为领位员，你是客人在餐厅看到的第一个也是最后一个人。正因为如此，你必须时刻保持警觉、专心和高效。保持餐厅的整洁，确保客人的快乐，以及跟踪每张桌子上发生了什么，这些都是让客人快乐的一些方法。
1. Make sure you have all of the supplies you need before your shift starts. 确保你在换班前准备好了所有的必需品
You should have plenty of pens and highlighters, a seating chart, and paper for making notes at your host stand. If there’s anything you need, ask your manager to bring it to you. You should also check to make sure there is plenty of clean silverware available. 你应该准备足够的钢笔和荧光笔、座位表，以及在领位台上做笔记的纸张。如果你有什么需要，让你的经理给你带来。您还应该检查，以确保有足够的干净的餐具可用。
2. Keep track of each section. 跟踪每个区域
Make a chart of the table layout and each server’s station. Keep track of how many tables are seated in each section, how many people are in each party, and what time each party arrived. This will help you assign new tables to the servers who have the most open tables.
制作表格布局和每个工作台的图表。记录每个区域有多少桌子，每个派对有多少人，以及每个派对什么时候到达。这将帮助您向拥有最多打开表的服务器分配新表.
If your restaurant takes reservations, be sure to factor them in when you’re planning your seating chart!
如果你的餐厅接受预订，当你为客人安排座位时，一定要考虑到座位数。
3. Communicate with your servers. 与服务员保持沟通
You need to know if a server is overwhelmed with just 2 tables or if they can handle another one even if they already have a 6-top. The best way to know what your servers can handle is to talk to them. Remember that you’re all working on the same team!
您需要了解一个服务员是否只有2桌客人，或者即使他们已经有6桌客人了，它们是否能够处理另一桌客人。了解服务员是否还能够照应的最佳方法是与他们交谈。记住，你们都在同一个团队里工作。
If possible, ask busy servers if they're ready for another table before you seat them. You can also ask servers if they're comfortable handling big groups if you have a large party come in.
如果可能的话，在您安排繁忙的服务员安排客人就座之前，询问他们是否还有空的座位。您还可以询问服务员，如果您有一个大桌客人进来，他们是否有空接待大桌客人。
4. Walk the floor to keep track of the tables. 记录每个区域有客人的桌子
Sometimes during a hectic dinner shift, you might lose track of who’s already left. If that’s the case, ask someone to watch your host stand and walk the floor with your seating chart. Look for any tables that are marked as seated but which are actually free. You can also check to see which customers have moved on to dessert, as the server in that section will probably be ready for a new table soon.
有时在忙碌的晚餐轮班中，你可能会忘记谁已经离开了。如果是这样的话，让别人先帮你看下领位台，而你则带着你的座位表在去餐厅转一圈。寻找任何标明有座位但实际上是空闲的桌子。您还可以查看哪些客户已经开始享用甜点，因为该部分的服务员可能很快就会准备好一个新的桌子.
5. Help to clear and set tables when necessary. 必要时帮助清理和设置餐桌
You probably won’t be expected to bus and set tables as part of your job description, but you should be willing to lend a helping hand when you’re needed. Wipe down tables, put down silverware, and straighten chairs when you’re not busy doing anything else.
你的岗位职责中可能不会被要求去布置桌子，但是当你的同伴们需要帮助的时候，你应该愿意伸出援助之手。当你不忙于其他事情的时候，可以和他们一起擦桌子，放下餐厅，整理椅子.
PART 2 Greeting Guests
1. Greet guests with a smile and welcome them to the restaurant. 面带微笑迎接客人，并欢迎他们来到餐厅
You’re the first chance the restaurant has to make an impression, so make sure you’re aware whenever new guests arrive. Greet guests warmly, addressing them by name if they are repeat customers. Let guests know right away if there will be a wait so they can decide whether they want to make other dinner plans.
你是餐厅给顾客留下深刻印象的第一个机会，所以每当有新客人到来时，一定要注意。热情地问候客人，如果他们是老客户，就称呼他们的名字。让客人知道是否需要等待，让他们可以决定他们是否要作出其他晚餐计划。
If you’re busy with another guest when someone arrives, acknowledge the new arrival with a smile or by saying something like "I’ll be right with you!"
如果你正忙于应付另一位客人，当有人到来时，微笑着对新来的客人表示感谢，或者说一些类似于“我马上就来”的话。
2. Ask how many people are in the party. 询问有多少位客人用餐
Don’t assume that just because 2 people walk in that they will be the only ones in their party. The rest of their group might not have joined them yet. Always ask so you’ll know what size table your guests need.
不要以为只有两个人走进来，他们就是他们队伍中所有的人。其他人可能还没有加入他们，所以一定要问，这样你就会知道你的客人需要多大的桌子。
3. Ask customers if they have a seating preference. 询问顾客是否有座位偏好
Guests with a larger frame might not be comfortable squeezed into a small booth, and customers who have trouble walking might prefer a seat close to the door so they don’t have to walk as far. Make your best judgement call, but don’t be afraid to ask your customers what type of seating they’d prefer.
身材较大的客人可能不喜欢挤在一个小小的座位里，走路有困难的客人可能更喜欢靠近门的座位，这样他们就不用走那么远。做出你最好的判断，但是不要害怕问你的客户他们喜欢什么类型的座位。
4. Answer the phone promptly. 及时接听电话
The host of a restaurant is usually the one responsible for answering the phone. Make sure you answer the phone promptly and professionally. State the name of the restaurant, your name, and ask the caller how you can help them. Politely ask if you can put them on hold if you’re busy.
餐厅领位员通常是负责接电话的人。确保你及时、专业地接听电话。说出餐厅的名字和你的名字，然后问打电话的人你能怎么帮助他们。如果你忙的话，礼貌地问一下能不能让他们等一下。
5. Maintain your composure even if the restaurant gets hectic. 即使餐厅变得忙碌，你也要保持镇静
When the dinner rush hits, it can be hard to stay calm and composed, but if you get frazzled, the whole restaurant could become disorganized. If you feel stressed, take deep breaths and remember that even the busiest dinner service will be over in a couple of hours.
当用餐高峰来临时，你可能很难保持冷静和镇定，但是如果你自乱阵脚，整个餐厅可能会变得更加杂乱无章。如果你感到有压力，深呼吸，记住即使是最繁忙的晚餐服务也会在3个小时内结束。
PART 3 Seating Your Customers
1. Show your guests to their table. 带你的客人去他们的桌子
Make sure you do not walk faster than your customers. Walk slightly ahead of them, carrying menus and silverware to the table where you want them to sit. Ask if the table is okay before the customers sit down.
确保你不会走得比你的顾客快。走在他们前面，拿着菜单和餐具到你想让他们坐的桌子。在顾客坐下之前问问桌子是否满意。
2. Apologize to your customers if they have had to wait long. 如果你的客户等了很长时间，就向他们道歉
Most customers expect to wait at least 10 minutes to be seated at a restaurant, especially if they didn’t have a reservation. If your guests have waited much longer than that, offer a sincere apology as you show them to their table. Ask management if it’s okay to comp them a free drink or appetizer (but don’t offer it to the guests until you get permission).
大多数顾客希望等待至少10分钟才能在餐厅就座，特别是如果他们没有预订的话。如果你的客人已经等待了很长时间，在带他们入座时，要真诚的道歉。询问下经理是否可以免费为他们提供饮料或开胃菜(但在得到许可之前不要向客人提供)。
3. Make sure your guests are seated comfortably. 确保你的客人坐得舒服
If the restaurant is slow, try to seat guests at a table that’s not directly next to another full table. Of course, if the restaurant is very busy, guests will have to sit near other diners, but try to make sure all of your guests have enough space to be comfortable.
如果餐厅非常的忙碌，尽量让客人坐在不是紧挨着另一张坐满人的桌子。当然，如果餐厅非常繁忙，客人必须坐在其他用餐者附近，但是要尽量确保所有的客人都有足够的空间让他们感到舒适。
4. Rotate stations. 轮换岗位
By seating guests in rotating sections, you’ll help ensure that all of your servers are able to make money for the night. Rotating stations will also help keep servers from becoming overwhelmed by getting several tables at the same time.
通过轮流安排客人的座位，您将有助于确保您的所有服务员都能够接待差不多人数的客人。轮换工作站还将有助于防止同时获得多个表而使服务员不堪重负。
5. Place a menu and silverware for each guest at their place setting. 为每位客人准备一份菜单和餐具
You never want to throw all of the menus down on a table, as this seems rude and dismissive. Instead, carefully lay a menu and silverware at each place setting, and make sure your guests are seated before you leave the table.
你永远不会想把所有的菜单都扔在桌子上，因为这看起来很粗鲁和不屑一顾。取而代之的是，在每个餐位上仔细摆放菜单和餐具，并确保你的客人在你离开餐桌之前已经就座。
Be prepared to get water or other small items for guests. If they request more than that, politely let them know that their server will be right with them.
为客人准备水或其他小物品。如果他们要求更多，礼貌地让他们知道他们的服务员将随时为他们服务（你还要继续带领其他客人）。
6. Speak to guests as they leave. 在客人离开时和他们说话
You’re the last person guests will have contact with, so offer a friendly farewell to guests as they walk out the door. This will help them leave feeling like they had a pleasant dining experience.
你是客人最后一个联系的人，所以当客人走出门的时候，给他们一个友好的告别。这将有助于他们离开时感觉他们有一个愉快的用餐经验。
Another Questions 其它问题
Q: Any more tips or tricks for my first day as a hostess? 作为领位员的第一天还有什么诀窍吗？
A: Keep this in mind: You're the organizer, and the first and last impression of the restaurant. 记住这一点: 你是餐厅的组织者，也是餐厅给人的第一印象和最后印象
Q: What should I do if the restaurant is very busy? 如果餐厅很忙，我该怎么办？
A: Focus, ask for help filling water, and explain to impatient customers that you're doing everything you can to accommodate them. Offer conversation, a free drink at the bar while they wait and be honest. Importantly, don't blame other staff as this reflects badly on you and the restaurant as a whole, often leading to the customer presuming that if the place is poorly run, then the food might not be worth waiting for.
集中注意力，寻求帮助加水，并向不耐烦的客户解释你正在尽一切可能满足他们。在他们等待和诚实的时候，提供交谈，在酒吧喝一杯免费的饮料。重要的是，不要责怪其他员工，因为这会给你和整个餐厅带来不好的影响，往往会导致顾客认为，如果餐厅经营不善，那么食物可能不值得等待
Q: What is the correct way to ask what they want to drink? 问他们想喝什么的正确方法是什么？
A: "Can I get you all something to drink?" or "Would you like to start off with some drinks this morning/afternoon/evening?"
“我给你们拿点喝的吧?”或者“你们想从今天早上/下午/晚上的饮料开始吗?”
Your Questions 提出你的问题
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