Part 1.接听送餐电话工作流程
- 接听电话:时刻准备好纸笔,确保在电话响铃三声内接听客人的电话。(有些酒店是总机点餐,比如部分万豪集团的酒店团都是由总机点单,有些酒店则是由送餐部自己点单)
- 问候客人:工作人员以礼貌的方式问候客人,并确认客人的需求。
- 记录送餐内容:工作人员与客人核对送餐菜单和具体要求,确保正确理解客人的需求。可以说:“What dishes would you like to order? 请问您需要点什么菜品?,在客人点餐完毕后,如果没有点饮料酒水,可以再询问客人: Would you like something to drink? 请问还需要点一些饮料或酒水吗?”
- 确认菜品:务必要重复客人所点的菜品,特别是有特殊需求的菜品,以确保没有遗漏或误解。可以说:“Is that all?” or “Is there anything else I can assist you with? 请问还需要点些什么吗?或请问还有其他需要我帮助的吗?”
- 确认送餐时间:确认客人的特殊需求后,可以说:“Thank you for choosing our delivery service. What time would you like the meal to be delivered? 非常感谢您选择我们的送餐服务。请问您希望什么时间送餐?”
- 确认送餐房间:核对客人的房间号码或要送餐房间,确保送餐准确无误。可以说:“请问您的房间号码是xxx,对吗?”
- 提供预计送达时间:告知客人预计的送餐到达时间。可以说:“We will deliver your food within 40 minutes. 您的送餐将在40分钟内送达。”
- 结束通话:感谢客人的订餐,并在结束电话前礼貌地告别客人。可以说:“Thank you for calling room service, please enjoy your meal. 感谢您的选择送餐服务,祝您用餐愉快。”
- 下单和安排:将送餐订单转交给酒店的送餐部,或直接在Micros系统中下单,并与送餐部沟通客人对菜品数量、付款方式、送餐时间和特殊要求等细节。
Part 2.情景对话
Lisa:Good evening, Guest Service Center, Lisa speaking, how may I assist you?
Angel:Hello, this is Angel from room 512. I just returned from the holiday beach and I’m feeling tired. I don’t want to go out for dinner, but I would love to try some local Hainanese cuisine.
Lisa:Good evening, Angel. Thank you for calling the Guest Service Center. We have a variety of delicious Hainanese dishes available for room service. May I recommend our signature dishes? We have Coconut Chicken, Seafood Fried Rice, and Coconut Glutinous Rice.
Angel:Oh, that sounds wonderful! Could you please tell me more about the dishes? How are they prepared?
Lisa:Certainly, Angel. Our Coconut Chicken is a fragrant dish where tender chicken is cooked in a rich coconut-based curry sauce. It’s served with
steamed rice and a side of fresh vegetables. The Seafood Fried Rice is a flavorful combination of mixed seafood, vegetables, and aromatic spices stir-fried with fragrant Hainanese rice. And for dessert, we have the Coconut Glutinous Rice, a sweet treat made with sticky rice cooked in coconut milk and served with a drizzle of palm sugar syrup.
Angel:Wow, they all sound delicious! I’ll go with the Coconut Chicken and Seafood Fried Rice, please. And could I have a side of fresh fruit as well?
Lisa:Absolutely, Angel. I’ll make a note of your order: Coconut Chicken, Seafood Fried Rice, and a side of fresh fruit. Is there anything else I can assist you with?
Angel:That’s perfect, thank you. I appreciate your recommendations and assistance.
Lisa:You’re very welcome, Angel. We aim to provide the best dining experience for our guests. Your order will be prepared promptly and delivered to your room in 30 minutes. If you need any further assistance, please don’t hesitate to contact us. Enjoy your meal!
Angel:Thank you so much. I’m looking forward to it!
Lisa:晚上好,宾客服务中心, 我是Lisa,请问有什么可以帮助您的?
Angel: 你好,我是Angel,我住在512房间。我刚从假日海滩回到酒店,感觉很累。我不想出去吃饭,但是我很想尝试一些海南当地的特色美食。
Lisa晚上好,Angel。感谢您拨打客房宾客服务中心。我们酒店提供各种美味的海南菜品。我可以向您推荐一些招牌菜。我们有椰子鸡、海鲜炒饭和椰汁糯米饭。
Angel: 哦,听起来很棒!您能告诉我更多关于这些菜品的信息吗?它们是如何制作的?
当然,Angel。我们的椰子鸡是一道香气四溢的菜品,嫩鸡肉在浓郁的椰汁咖喱酱中煮熟。搭配蒸饭和新鲜蔬菜。海鲜炒饭是一道口味浓郁的菜品,混合海鲜、蔬菜和香料与香气扑鼻的海南米饭炒制而成。至于甜点,我们有椰汁糯米饭,它由糯米在椰奶中煮熟,配上一些棕榈糖浆。
Angel: 哇,它们听起来都很美味!我想要椰子鸡和海鲜炒饭。还可以加一份新鲜水果吗?
Lisa当然可以,Angel。我会记录下您的订单:椰子鸡、海鲜炒饭和一份新鲜水果。还有其他需要我帮助的吗?
Angel: 完美,谢谢您。我很感激您的推荐和帮助。
Lisa不客气,Angel。我们致力于为客人提供最佳的用餐体验。您的订单将会迅速准备并在30分钟内送到您的房间。如果您需要任何进一步的帮助,请随时联系我们。祝您用餐愉快!
Angel: 非常感谢。我期待着品尝美食!
Part 3.基础词汇
单词 |
音标 |
中文意思 |
Room service |
/ruːm ˈsɜːrvɪs/ |
客房送餐服务 |
Guest |
/ɡest/ |
客人 |
Service |
/ˈsɜːrvɪs/ |
服务 |
Menu |
/ˈmenjuː/ |
菜单 |
Order |
/ˈɔːrdər/ |
订单 |
Cuisine |
/kwɪˈziːn/ |
菜系 |
Special |
/ˈspeʃəl/ |
特色的 |
Dish |
/dɪʃ/ |
菜品 |
Recommendation |
/ˌrekəmenˈdeɪʃən/ |
推荐 |
Delicious |
/dɪˈlɪʃəs/ |
美味的 |
Tired |
/ˈtaɪərd/ |
疲倦的 |
Local |
/ˈloʊkl/ |
当地的 |
Coconut |
/ˈkoʊkənʌt/ |
椰子 |
Chicken |
/ˈtʃɪkɪn/ |
鸡肉 |
Seafood |
/ˈsiːfʊd/ |
海鲜 |
Fried rice |
/fraɪd raɪs/ |
炒饭 |
Glutinous rice |
/ˈɡluːtɪnəs raɪs/ |
糯米饭 |
Curry |
/ˈkɜːri/ |
咖喱 |
Fresh |
/freʃ/ |
新鲜的 |
Fruit |
/frut/ |
水果 |
Part 4.关键句型
- Can I help you with anything? (我能帮您做些什么吗?)
- 用法说明:这是一种常用的客房服务用语,用于向客人表达主动提供帮助的意愿。服务员使用这个句型时,通常会站在客人的角度思考,询问客人是否需要任何协助或服务。
- 注意事项:在使用这个句型时,服务员需要保持友好和热情的态度。这个句型可以用于开场白,让客人知道他们可以随时寻求帮助。
- Would you like to try our local specialties? (您想尝试我们的当地特色菜吗?)
- 用法说明:这个句型用于向客人推荐酒店或当地的特色美食。服务员使用这个句型时,希望客人能够尝试当地的独特菜品,提供给客人一个特别的用餐体验。
- 注意事项: 在使用这个句型时,服务员需要了解酒店或当地的特色菜品,并能够简要介绍它们的特点。如果客人对特色菜品没有兴趣,服务员应该尊重客人的选择并提供其他选择。
- Our signature dishes include Coconut Chicken, Seafood Fried Rice, and Coconut Glutinous Rice. (我们的招牌菜包括椰子鸡、海鲜炒饭和椰汁糯米饭。)
- 用法说明:这个句型用于向客人介绍酒店的招牌菜或特色菜品。服务员使用这个句型时,提及几个具有代表性的菜品,以吸引客人的兴趣并促使他们尝试。
- 注意事项:在介绍菜品时,服务员可以简要描述每道菜的特点和独特之处,以增加客人的期待和兴趣。如果客人对介绍的菜品有任何问题或需要更多信息,服务员应该愿意提供进一步的解释和建议。
- Our Coconut Chicken is cooked in a fragrant coconut curry sauce, served with steamed rice and fresh vegetables. (我们的椰子鸡是用香气扑鼻的椰汁咖喱酱烹制而成,搭配蒸饭和新鲜蔬菜。)
- 用法说明:这个句型用于详细描述菜品的制作方式和搭配。服务员使用这个句型时,提供菜品的具体烹饪方法和搭配建议,以让客人对菜品有更清晰的了解。
- 注意事项: 在描述菜品时,服务员可以强调菜品的特色和口感,以吸引客人的兴趣。如果客人对菜品的某些成分有过敏或偏好,服务员应该及时了解并提供替代的选择。
- Would you like me to place an order for you? (您想让我帮您下订单吗?)
- 用法说明:这个句型用于询问客人是否需要服务员帮助他们下订单。服务员使用这个句型时,表示愿意为客人提供便利,节省客人的时间和精力。
- 注意事项:在使用这个句型时,服务员需要具备下订单的能力和知识,以便准确地理解客人的需求并完成订单。 如果客人需要帮助选择菜品或有任何特殊要求,服务员应该耐心倾听并给予适当的建议和解决方案。
Part 5.课堂练习
阅读情景对话,并根据对话内容选择正确的选项。
1. What did Angel request from the guest room service
center?
A. To make a reservation at a local restaurant.
B. Tosuggest some local specialties.
C. To order room service.
D. To inquire about the hotel facilities.
2. What are the recommended dishes mentioned by the
delivery staff?
A. Coconut Chicken, Seafood Fried Rice, and Coconut Glutinous Rice.
B. Chicken Curry, Beef Noodles, and Vegetable Stir-fry.
C. Grilled Fish, Fried Dumplings, and Egg Fried Rice.
D. Peking Duck, Hot and Sour Soup, and Fried Rice Noodles.
3. How is the Coconut Chicken cooked?
A. It is grilled and served with mashed potatoes.
B. It is cooked in a coconut curry sauce and served with steamed rice and fresh vegetables.
C. It is deep-fried and served with sweet and sour sauce.
D. It is boiled and served with noodles.
4. What did Angel express at the end of the conversation?
A. Disappointment with the recommendations.
B. A desire to try the recommended dishes.
C. A request for more options.
D. A complaint about the service.
5. What is the purpose of this conversation?
A. To make a reservation at a local restaurant.
B. To order room service and inquire about the menu.
C. To complain about the hotel facilities.
D. To request information about nearby attractions.
文章内容由龚老师创作,转载请注明来源。
# 你们酒店的客人点送餐服务是总机点还是送餐部点呢?
# 你认为哪个部门点餐会更好一点呢?
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Hospitality Institute
Hotel Management
Hotel English