酒店英语各位小伙伴们，
周末愉快！
又到了一周复习时间，
这周我们学习了餐位预订、带客入座、为客人点餐和上菜服务四个流程。
我们一起看看本周你都有哪些进步吧！
一、预订餐桌
我们来回顾一下酒店餐厅领位员怎么帮客人订位。这个环节很重要，因为客人的第一印象往往决定了他们对餐厅整体服务的看法。
服务流程
首先，我们得热情接待，用微笑和目光迎接客人，用合适的称呼和问候语打个招呼。然后，主动问问客人是不是来用餐的，了解一下他们的预订需求，比如用餐人数、时间、有没有特殊需求。
接下来，我们要核对一下预订情况，如果能满足客人的需求，就重复确认一下预订信息。如果不行，就得及时和客人沟通，看看能不能找个替代方案。订位的时候，我们还得考虑客人的特殊要求，比如座位位置之类的，确保客人用餐愉快。
预订完成后，我们要把预订信息记录在预订本上，并通过短信的方式告诉客人他们酒店及餐厅的位置，以还他们预订的桌号，这样他们就能方便地将预订信息转发给他们所邀请的客人，而且客人来了就能直接找到位置。哦，对了，你们还记得“pax”是啥意思吗？在酒店业，这通常是“人数”的缩写，但跟客人交流时，我们还是用“how many persons…”或者“how many guests…”比较好；
pax通常用于表单上的简写，而且不是所有客人都知道“pax”是啥意思。
好了，理解了中文的服务流程，我们还是得检验一下英文的：
练习
1. What is the first step a restaurant hostess should take when greeting a guest for a reservation?
A. Confirm the reservation details immediately.
B. Smile and maintain eye contact from a distance.
C. Offer a menu overview.
D. Direct the guest to their table.
Answer: B
Explanation: The article emphasizes the importance of showing enthusiasm and professionalism by maintaining a smile and eye contact as the guest approaches.
2. What is the correct way to inquire about the number of guests in a party for a reservation?
A. "How many pax?"
B. "How many people are in your party?"
C. "What is the headcount?"
D. "Can you tell me the total number of guests?"
Answer: B
Explanation: The article suggests using "How many people are in your party?" as a polite way to inquire about the number of guests, while "pax" is a term used internally and not typically used when speaking directly to guests.
3. When confirming a reservation, what information should the hostess verify with the guest?
A. The guest's name and reservation time.
B. The guest's dietary restrictions and seating preferences.
C. The number of guests and any special requests.
D. All of the above.
Answer: D
Explanation: The hostess should verify all relevant reservation information, including the guest's name, reservation time, number of guests, dietary restrictions, and seating preferences.
4. What should a hostess do if a requested reservation time is not available?
A. Offer a different time or an alternative seating arrangement.
B. Ask the guest to wait for a cancellation.
C. Suggest the guest dine at a different restaurant.
D. Provide a discount for a later time slot.
Answer: A
Explanation: If the requested reservation time is not available, the hostess should communicate this to the guest and offer alternative options, such as a different time or a table in a lounge area if available.
5. What is the appropriate action for a hostess after completing a reservation?
A. Send a confirmation message to the guest's phone.
B. Escort the guest to their table immediately.
C. Provide the guest with a map of the restaurant.
D. Offer to take the guest's coat.
Answer: A
Explanation: After completing the reservation process, the hostess should inform the guest that they will receive a confirmation message with the reservation details via SMS, which they should keep an eye on for any updates or changes.
二、带客人入座
当有预订的客人来到餐厅时，领位员需要礼貌地带客入座。这个环节当然也很重要，因为领位员就是餐厅的“门面”，他们的专业和职业精神直接影响到客人对餐厅的第一印象。
服务流程
首先，领位员要热情地问候客人，确认是否有预订，如果记得客人的面貌或预订信息，可以直接确认。然后，拿上相应数量的菜单，引领客人入座。带客时，要注意步速，不能太快，要走在客人侧前方，保持适当距离，随时准备帮助。
到了座位后，要确认座位是否符合客人需求，如果客人想换座位，尽量满足。接着，把客人的姓名、特殊要求告诉服务员，好让服务员提供个性化服务。如果是PAD点餐或扫码点餐，要告诉客人相应的使用方法。
最后，领位员要告知客人将由餐厅的服务员XXX来为他点餐，并礼貌地向客人道别，迅速回到岗位，准备迎接下一位客人。整个流程要确保客人顺利就座，提升他们的用餐体验。作为领位员，我们要熟练掌握这些流程，保持专业和良好的服务态度。
哦，对了，关于铺口布这个环节，我想说的是，在欧美国家，服务员通常不会为客人铺口布，客人通常自己坐下后就会自己为自己铺好口布。至于为什么国内会有为客人铺口布这个环节，龚老师认为，可能是国人对服务的细节上做出的更进一步的要求。
当然，如果要询问客人是否需要帮忙铺口布，可以说：
Would you like me to serve/lay the napkin for you?
这样的表达既礼貌又尊重客人。我们仍然通过几个小练习来复习一下英语的内容。
练习
1. What is the typical practice regarding napkin use in Western restaurants?
A. The server lays the napkin for each guest.
B. Guests unfold their napkins themselves after being seateD.
C. The hostess presents the napkin before seating.
D. Napkins are not used in Western dining.
Answer: B
Explanation: In Western dining etiquette, napkins are placed on the table, and guests are expected to unfold their own napkins after being seated, which also signals the start of the meal in formal settings.
2. What should a hostess do when leading guests to their table?
A. Walk quickly to the table.
B. Match the guest's pace and walk slightly aheaD.
C. Take a shortcut without regard to the guest's comfort.
D. Focus on reaching the table as soon as possible.
Answer: B
Explanation: The hostess should estimate the guest's walking speed and lead from the side, slightly ahead, to allow for observing the guest's reactions and being ready to assist if needeD.
3. What is the appropriate action for a hostess when confirming a table with a guest?
A. Place the napkin for the guest.
B. Confirm if the table meets the guest's satisfaction.
C. Immediately offer to serve drinks.
D. Start explaining the menu items.
Answer: B
Explanation: The hostess should ensure that the table arrangement is satisfactory for the guest, offering to change the table if the guest prefers a different one.
4. What should a hostess do after seating guests and before leaving them with the server?
A. Inform the server of the guests' special requests.
B. Start cleaning nearby tables.
C. Discuss the restaurant's specials with the guests.
D. Offer to take a photo of the guests.
Answer: A
Explanation: The hostess should pass on the guests' names and any special requests to the server to ensure personalized service.
5. How should a hostess inquire if a guest needs assistance with their napkin in a Western dining context?
A. Would you like me to serve/lay the napkin for you?
B. Can I place the napkin for you?
C. May I assist you in laying the napkin?
D. All of the above.
Answer: D
Explanation: All the provided options are polite ways to ask if the guest needs help with their napkin, reflecting the host's willingness to assist while respecting the guest's autonomy in Western dining etiquette.
好了，今天的复习就到这里了。
你们认为测试的题目难度大吗？
欢迎留言分享你的观点。
我是龚老师，
我们下次再见！
