Hospitality English 酒店商务英语 讲师：罗云利 工商与公共管理学院

Serving Dishes 席间服务 Learning Objectives Learn how to serve dishes; 学会如何进行席间服务； Learn how to deal with the mistakes. 学会如何处理（服务过程中的）过失。

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Dialogue 1 Replacement of Tableware 更换餐具 J=Jack (Waiter) 　S=Stephen Nobel (Guest) S: Waiter, please come here. J: Hello, sir. What can I do for you? S: Could you please change a bowl and chopsticks for me? J: Yes, I will change them for you immediately. S: OK. Thank you. By the way, please give me a glass of warm water. J: OK. Just a moment, please.

Dialogue 2 Chinese Food Serving 中餐席间服务 J=Jane (Waitress) 　S=Stephen Nobel (Guest) J: Sir. Can I start serving now? S: Yes. ...（In the dining） J: Excuse me, Serving. S: Please wait a minute. This fish does not seem to us. I did not order this dish. J: Can you show me the menu? S: Here you are. J: I’m awfully sorry, but it is our fault. S: It doesn’t matter. Withdraw it immediately. J: Thank you for your forgiveness. S: By the way, could you please give me a plate of fruit later? J: OK, sir. I’ll let the kitchen prepare it for you immediately. S: Thank you. ...（serve a plate of fruit） J: Sir, your dishes are all served. I wish you a happy meal!

Dialogue 3 Western Food Serving 西餐席间服务 J=Jane (Waitress) 　S=Stephen Nobel (Guest) J: Would you like us to serve now, sir? S: Sure, please. ... J: Your steak, salad and red wine. Please enjoy your meal. J: Excuse me, may I take your plate away?... Did you enjoy your meal? S: Sure, go ahead... Yes, it’s great. All the dishes are delicious and just to my taste. J: Would you like a liqueur to complete your meal? S: OK. A Cherry Heering, please. J: How about some dessert? Our ice-cream is very popular, and there’re different tastes. S: Fine. I’d like to have the strawberry one. J: Your strawberry ice-cream, sir. Shall I bring your coffee now, or later? S: Later, thank you. S: May I have the bill? And the coffee, please. J: Certainly, sir. (After a while) Here is your coffee. How is everything? S: Fine, thank you.

1. Serving上菜 　　May I serve it to you now? 我现在可以上菜了吗？ 　　Excuse me, may I serve it to you now? 打扰了，现在可以上菜了吗？ 　　Excuse me, Serving！ 打扰一下，上菜了！ 　　Would you like to serve the two dishes together or separately? 请问两道菜要一起上，还是分开上？ 　　Shall I serve your main dish now or later? 您的主菜是现在上，还是稍后再上？

2. Serving Dishes 席间服务 　　Here is your food. 这是您点的菜。 　　Please enjoy it. 请慢用。 　　The dish is very hot. Please be careful. 这道菜很烫，请小心。 　　Is everything to your satisfaction? 吃得满意吗？ 　　What’s your opinion of our service? 您对我们的服务有什么意见吗？ 　　I do apologize for giving you the wrong dish. 实在对不起，我把菜送错了。 　　I’ll change it immediately for you. 我马上给您换。 　　You need help to change the chopsticks? 需要帮您换一双筷子吗？ 　　Your dishes are all served. Please enjoy your meal! 您的菜已经上齐了，请慢用！ 　　I wish you a happy meal! 祝您用餐愉快！

3. Packing 为客人打包 　　Would you like to wrap up the food? 您要不要打包？ 　　Will you need help to wrap up the food? 需要帮您打包食物吗？

1. How to Serve the Dishes 如何上菜

2. How to Inquiry 如何询问

3. How to Express ldeas 如何表达意见

Exercise 1 Dialogue Completion Complete the following dialogue according to the Chinese in brackets and then read it in roles. J=Jane (Waitress) 　S=Stephen Nobel (Guest) J: __________________________________________?（下午好，先生，请问点些什么？） S: Do you think you could explain the menu to us? You see, we don’t speak Chinese at all. J: Certainly, sir. ________________________________________________________________________.（我们午餐供应三道菜，每位68元，每道菜自选。） S: What’s for starters? J: There’s a brik of loeuf. That’s tuna fish and an egg deep-fried in a pastry case, mechouia, a salad made with grilled potatoes and peppers, and vegetable soup.__________________________? （请问您喜欢什么？） Good afternoon, sir. What would you like to order We serve a fixed price three course lunch at RMB 68 and can make your choice for each course Which would you prefer, sir

S: I think I’ll have the soup. I’d rather have the brik of loeuf S: I think I’ll have the soup. I’d rather have the brik of loeuf. It sounds very good. J: Right. ____________________________________________.（主菜我们有牛排、鸡肉。） S: I think I’ll have the steak. J: ______________________________.（请问要几成熟的牛排？） S: Rare for me, please. J: Fine. And for the main course, there is chicken or steak How would you like them cooked

J=Jane (Waitress) S= Stephen Nobel (Guest) M=Mary Nobel (Guest) Exercise 2 Role-play 　　诺贝尔夫妇到西餐厅用餐，零点。他们想知道今天有哪些特色菜。之后诺贝尔太太点了洋葱汤（onion soup）、五成熟牛排（beef steak）、一份水果沙拉（a fruit salad）以及咖啡和冰淇淋。诺贝尔先生要炸鸡肉、蔬菜色拉（vegetable salad）、咖啡及苹果派（apple pie），然后每个人一杯长城红葡萄酒。你是餐厅服务员，请你和你的同学准备这个对话，并在班上表演。 J=Jane (Waitress) S= Stephen Nobel (Guest) M=Mary Nobel (Guest) J: Good afternoon, sir and madam. What would you like for your dinner? S: What’s today’s specialty? J: We have onion soup, beef steak, and fried chicken. S: I’d like fried chicken, and a vegetable salad, an apple pie and a cup of coffee. J: Yes, sir, fried chicken, and a vegetable salad, an apple pie and a cup of coffee. How about you, madam?

M: I’d like to have onion soup, beef steak and fruit salad. J: How would you like your steak, madam? M: Medium. J: Certainly, madam. What would you like for desert, madam? M: I’d prefer some ice cream, and I need a fruit salad, and a cup of coffee. J: Thank you, madam. Onion soup, beef steak, fruit salad, ice cream and a cup of coffee. What would you like to drink, please? S: Please give us a bottle of Great Wall red wine. J: Very well, thank you, sir and madam.