79
page 1 22/6/20 Presentation Chapter 12 Food and Beverage Service in Chinese Style

Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

Embed Size (px)

Citation preview

Page 1: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 123/4/21 Presentation

Chapter 12 Food and Beverage Service

in Chinese Style

Page 2: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 223/4/21 Presentation

Chinese Dinner Service

Page 3: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 323/4/21 Presentation

Page 4: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 423/4/21 Presentation

Chinese

Mao

Tai

Page 5: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 523/4/21 Presentation

Page 6: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 623/4/21 Presentation

Beijing Roast Duck

Page 7: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 723/4/21 Presentation

Kung Pao Chicken

Page 8: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 823/4/21 Presentation

Fish-flavored Pork Slices

Page 9: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 923/4/21 Presentation

Twice-cooked pork shreds

Page 10: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 1023/4/21 Presentation

Mapo Beancurd

Page 11: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 1123/4/21 Presentation

Part I Dialogues

Part II Vocabulary Study

Part III Listening and Speaking

Part IV Practical Writing

Part V Feature Reading

Page 12: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 1223/4/21 Presentation

Dialogue 1 Recommending Chinese Food and

Drinks

Context: Mr. Smith want to have some Chinese food for his lunch. The waitress, Li Li, tries to recommend some dishes and takes his order.

Pre-listening questions:

1) What is today’s specialty?

2) What is Mao Tai? Anything special about it?

Page 13: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 1323/4/21 Presentation

Staff: Good afternoon, sir.How are you today ?Guest: Fine ,thank you ?Staff: This is the menu. You may have a look at it. Guest: Can you recommend something for me ? I’ve got no idea about Chinese dishes. And I can’t read Chinese.Staff: We have a good variety of Chinese food and wine at your choice. I can recommend our special dishes . Double-cooked Pork, Mapo Bean Curd. Today’s specialty is Steamed Crabs. They really taste good. I’m sure you’ll like them Guest: Sounds great! We’ll take them. What can I drink here?

Page 14: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 1423/4/21 Presentation

Staff: Beer. Here is the wine list. Beer ,Great Wall red wine and white wine. They are all very famous in China .Guest: What’s Mao Tai? Staff: Mao Tai is the best liquor in China. It’s very strong but it never goes to the head as most liquors do .Guest: Really? I’d like to try a cup. And I need some tea, green tea. It is said that China is the homeland of tea Staff: Yes, sir. We can serve you very good tea. Besides, would you like to have some noodles in fish soup?

Page 15: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 1523/4/21 Presentation

Guest: I’ve never tasted that. It muse be very delicious. I’ll have it . Staff: So, you’d like to have Double-cooked pork, Mapo Bean Curd, Steam Crabs, noodles in fish soup, green tea and Mao Tai. Anything else, please? Guest: No ,thank you.Staff: Thank you, sir. Your dishes will be served in a minute.

Page 16: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 1623/4/21 Presentation

Dialogue2 Serving Chinese

BanquetContest: Mr. Smith and his friend’s are

having a Chinese banquet?Pre-listening:1)What is the first course in Chinese

banquet?2)Is the soup served in the beginning of

the meal?

Page 17: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 1723/4/21 Presentation

Staff: Good evening, sir and madam. Welcome to our restaurant. (To the host) Are all guest here now?Guest 1:Yes,we will have our dinner now. We will experience the fantastic feeling of Chinese banquet.Staff: What kind of drinks would you like, please?Guest 1:A bottle of red wine, a bottle of Wu Liang Ye. And a liter of fresh watermelon juice for the children.Staff: Certainly, sir.I will have them served right away. (After no more than 5 minutes, the drinks are ready)Staff: This is our deluxe cold dish combination with bean curd ,duck’s feet and sea food . Guest 2: Oh, it looks nice, doesn’t it?Staff: Now you will have Shark’s Fin with crab meat.

Page 18: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 1823/4/21 Presentation

Guest 3: Oh, wonderful.

Staff: Here is the grilled pigeon. It’s the house speciality.

Guest 4:I love it .Staff: The sautéed prawns are ready. Can I serve it now?Guest 5:Why not? Well, the menu says we will have another four dishes, I am nearly full. (After serving pomfret with brown sauce)Guest 1: It is said that the banquets will come to the end when fish is served.Staff: Yes, the following is the fried vegetable with mushrooms, then the clear soup.Guest 2:Well,I have never tasted so much food ,so delicious and I can’t stop eating.

Page 19: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 1923/4/21 Presentation

Staff: The last is rice, with vegetables and meat cubes, please take your time. Guests: They all taste good.Staff: And assorted fruits, with our

compliments. We hope you have enjoyed your

dinner. Thank you.

Page 20: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 2023/4/21 Presentation

Context: The guest has finished his lunch and has some questions about the bill. The waitress will explain the bill and help to pay for it .

Pre-listening questions:

1) Do you usually explain the bill to the guest?

2) How would you explain the bill to the guest?

Dialogue 3 Setting the Table Bill

Page 21: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 2123/4/21 Presentation

Guest: I’m full. Can I have my bill ,please?

Staff: Certainly, Sir. Just a minute, please. …Here is

your bill, sir. The total figure is RMB 648.

Guest: Oh, that seems too much. Perhaps there is a

mistake .Can you show me the bill ?

Staff: Sure, here you are.

Gust: Could you explain it for me ?

Staff: Certainly, sir. The first item is for dishes you

ordered, the steamed seafood, RMB 150,Fried

Lobster,RMB100, with Beans Sauce, RMB 68,Pork with

Broccoli, RMB 90,Hot and Sour Soup ,RMB 42.

Page 22: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 2223/4/21 Presentation

Guest: Right. How about drinks?

Staff: Yes. The second item is for the drinks .A bottle of Tsingtao Beer, RMB 60,a bottle of mineral water, RMB30.The green tea you had is free.Guest: So that makes only a total of RMB 540. Staff: Yes, sir. You are right. But there is a 20% service charge. So the total comes to RMB 648.Guest: Oh, I see. Could you give me any discount?Staff: I’m afraid we can’t.Guest: Can I pay by credit card? Staff: Certainly, sir. Since you’re staying in our hotel, you can also sign your bill.Guest :Good idea. I’ll do that then. Staff :Thank you very much, sir. Have a nice day!

Page 23: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 2323/4/21 Presentation

Context: A guest is having his dinner in the restaurant

and complaining that the dish is not good. The

captain comes to deal with it.

Pre-listening questions:

1)What does the captain say when he comes to the table?

2)How does the captain deal with this complaint?

3)What will you say and do when you facing his situation?

Dialogue 4 Handing a Complaint

Page 24: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 2423/4/21 Presentation

Staff: Good evening, sir. Is everything to your

satisfaction?

Guest: No. The steamed crab your waiter

recommended is not very fresh.

Staff: Oh, I’m sorry to hear that. This is most unusual .

We have fresh crab every day.

Guest: It smells terrible and I feel unhappy with it.

Staff: I’m awfully sorry. Would you like me to change

another one for you? That would be on the house,

sir.

Page 25: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 2523/4/21 Presentation

Guest: No, I don’t want to try your crab again. This is

really annoying.

Staff: Maybe you can try our fried river shrimp. It is

today’s specialty. We’ll cross the crab off your bill.

Guest: That’s all right.

Staff: And would you like a delicious dessert, with our

complements?

Guest: Fine, thank you.

Staff: We do apologize for that. Please be assured that

we will look into the matter. I’m sure this won’t

happen again. Please enjoy your dish, sir.

Page 26: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 2623/4/21 Presentation

Vocabulary Study

Recommend v.

Liquor n.

Strong adj.

Homeland n.

Noodle n.

Steam v.

Crab n.

Experience v.&n.

Fantastic adj.

Banquet n.

推荐

白酒

烈性的(如酒)

家乡,故乡

面条(通常作复数)

清蒸

螃蟹

经历,感受,经验,体验

极好的

宴会

Page 27: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 2723/4/21 Presentation

Watermelon n.

Deluxe adj.

Combination n.

Grill v.

Pigeon n.

Speciality n.

Sauté v.

Prawn n.

Pomfret n.

Assorted adj.  

西瓜

豪华的

结合,联合

铁扒,用明火烤

鸽子

特致贫,特产

嫩煎

对虾

鲳鳊鱼

各种各样的,实景的

Page 28: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 2823/4/21 Presentation

have no idea abouta good variety ofshark’s finclear souphot and sour soupthe house specialtycome to the endPlease take your timewith our complimentsservice chargeon the house

不了解 , 不懂各种各样的鱼翅清汤酸辣汤饭店特色菜最后 , 结束请慢用免费享用服务费免费 , 由饭店负担费用

Page 29: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 2923/4/21 Presentation

Exercise 1:

Match the Chinese dishes on the left with the correct

English translations on the right.

1. 北京烤鸭 a. Chicken Cubes with Chili Peppers

2. 辣子鸡丁 b. Beijing Roast Duck

3. 烧海参 c. Braised Crucial Carp with Brown

Sauce

4. 炒湖鳝 d. Sautéed Finless Eel in Grated Garlic

5. 红烧非洲鲫鱼 e. Stewed Sea Cucumber

Page 30: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 3023/4/21 Presentation

Compliments n. Total adj.&n.Figure n.Broccoli n.Discount n. Satisfaction n. Unusual adj.Shrimp n. Annoying adj.Apologize v.Assure v.

送礼,免费赠送全部的,完全的,总数,总额数目花椰菜,西兰花折扣满意,满足不同寻常的,罕见的虾子使人烦恼的,令人生气的道歉向(某人)保证

Page 31: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 3123/4/21 Presentation

Exercise 2:

Say the following more politely

1. Do you want some water?

2. Try this wine.

3. Sit down, please.

4.There is no fish left.

5. I don’t know how this is prepared.

Page 32: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 3223/4/21 Presentation

1.Functional Sentences

 推荐菜肴 Today’s specialty is steamed crab. The chef’s specialty is steamed crab. The restaurant specialties are steamed crab and

braised pork with brown sauce. We have got a choice of… Today we have got… We have a variety of wines for you. May I recommend a dish for you, sir? I would recommend/suggest a little Mao Tai. Perhaps I could recommend some local food. They are really delicious.

Page 33: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 3323/4/21 Presentation

If I were you, I’d like to try the steak.

Why not try some steak, sir?

What/How about trying some chicken, sir?Many people like it very much.

Page 34: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 3423/4/21 Presentation

解释菜肴

It is the pork cooked with bamboo shoots.

It is the chicken cubes fried with peanuts in chili sauce.

It is lamb braised in hot sauce with pepper and garlic.

Page 35: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 3523/4/21 Presentation

菜肴售完或缺售

I’m sorry, there is not any lamb left , but we have very

good steak.

I’m afraid we have no lamb today , we have got

delicious steak.

Page 36: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 3623/4/21 Presentation

征求意见

How is your dinner/steak?

Is everything satisfactory, sir?

Is everything all right, sir?

How do you like your dinner?

What do you think of the Chinese food, sir?

Are you enjoying your fish, sir?

Is your roast duck all right

Page 37: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 3723/4/21 Presentation

Do you think the soup is tasty?

Do you like the fish cooked this way?

Page 38: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 3823/4/21 Presentation

请客人稍候Please take a seat. I will be right with you .

Could you wait a minute, please.I will take look at it Immediately.

Just a minute, please.

Page 39: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 3923/4/21 Presentation

询问发生了什么What happened, sir?

What is the matter, sir?

Anything wrong, sir?

Could you tell me what happened exactly?

Would you mind explaining to me what happened exactly?

Page 40: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 4023/4/21 Presentation

表示同情I understand how you feel now.

We understand that you are upset about the long wait

but you see, we are terribly short of hands.

We are terribly understaffed/busy.

I sympathize with you and I will try my best to help You.

Page 41: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 4123/4/21 Presentation

解释事实I am sure the waitress didn’t mean to be rude to you.I am sure he didn’t spill the soup onto your trousers on purpose.I am sure she didn’t overcharge you the RMB10 Intentionally.You see ,the restaurant has just opened.To tell you the truth, we are terribly busy/short of

help.The fact is that we just had an emergency.

Page 42: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 4223/4/21 Presentation

旅行支票及信用卡What kind is it, sir?Yes, we accept credit card. Could you show

me your Passport, please?I am sorry the card is not valid now.I am afraid that amount has gone beyond the

Authorized credit limit .

Page 43: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 4323/4/21 Presentation

表示歉意We do apologize for the

delay/mistake/inconvenience.I do apologize for giving you the wrong dish.We are extremely/terribly/awfully/very rather sorry.We feel extremely sorry for that.I am sorry to have keep you waiting .Please accept my sincerely apologies.I want to apologize. What can I do for you, sir?

Page 44: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 4423/4/21 Presentation

许诺立即处理We ensure to take actions/measures

immediately.I will take to the chef immediately.I will get in touch with the manager at once.I will asked the chef to do it again for your right

away.I will give you another one straight away.I will deal with it immediately.

Page 45: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 4523/4/21 Presentation

许诺尽力而为This won’t happen again.

I am sure everything will be all right next time.

I am sure we all will do our best.

Page 46: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 4623/4/21 Presentation

询问付款方式How would you like to pay?How would you like to bill ,sir?How would you like to settle your bill/account?In cash or credit card with check, sir?What’s your way/method of payment, sir,

please?

Page 47: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 4723/4/21 Presentation

解释账单The figure here is the charge for the wine, sir.The amount here is the charge for the steak you ordered .This is the service charge. There is a 10% discount for you. That’s the complimentary rate we can offer.The figure here accounts for the coffee you want.

Page 48: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 4823/4/21 Presentation

账单正确

The bill is correct. That seems all right.

The figure seems/looks all right.

Page 49: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 4923/4/21 Presentation

请客人签单Would you like to sign for that, sir?Would you like to sign for your bill, sir?Would you like to put that on your hotel

bill, sir? Could you sign for that, sir?May I have your signature, sir?Could please sign your name here, sir?

Page 50: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 5023/4/21 Presentation

 旅行支票及信用卡What kind is it ,sir?

Yes ,we accept credit card .Could you show me your

passport ,please?

I am sorry the card is not valid now.

I am afraid that amount has gone beyond the Authorized credit limit.

Page 51: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 5123/4/21 Presentation

呈交帐单 / 收据This is your bill, sir.

The bill is ready, sir.

This is your receipt. Please keep it well, sir.

Page 52: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 5223/4/21 Presentation

2. Answer the following questions

a. What would you say to recommend the dish to your

guest ?

b. The guest wants shrimps ,but there isn’t any left .

What would you usually say?

c. You want to know if the guest is happy with his

dinner .What would you say?

d. The guest wants to know what the dish “Gongbao Ji

Ding” is .What would you say to him/her?

f. If you will promise to take action immediately ,what

would you say to your guests?

Page 53: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 5323/4/21 Presentation

g. How would you express sympathy?

h. If the guest wants you to express the bill ,what

would you usually say?

i. If you want to know how the guest wishes to pay the bill ,what would you say?

j. If the guest wishes to sign the bill ,what would you usually say?

Page 54: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 5423/4/21 Presentation

Exercise 1: Listen to the short dialogues. Fill in the blanks. Then practice with your partner.

Dialogue 1Staff: ___________ to have, sir?Guest: Can you recommend some

dishes?Staff: Certainly, sir.___________ sweet and sour Pork?Guest: OK,I will take it .

Page 55: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 5523/4/21 Presentation

Dialogue 2Staff: __________some wines ,sir?Guest: Yes, what’s your suggestion?Staff: _______________,I would try the Great

Wall red wine .Guest: Give me a bottle.

Dialogue 3Staff: Shall I tell you __________ the boiled potatoes?Guest: Yes, please.Staff: Put the washed potatoes into the pot and____________ for about 30 minutes.Guest: Thank you.

Page 56: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 5623/4/21 Presentation

Dialogue 4Staff : Excuse me,

sir.This______________.Guest : what is this entry for?Staff : It’s for the wine _______, sir.Guest : I see.

Dialogue 5Guest :Can I pay ____________?Staff : Certainly, sir._____________,_____?Guest : American Express.Staff : Yes. Please_______________.

Page 57: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 5723/4/21 Presentation

Dialogue 6 Guest :Waiter, this isn’t the dish I ordered.

Staff :I’m _______.I will get you_____immediately.

Guest : I don’t expect you to be so careless.

Staff : I _________for that, sir.

Page 58: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 5823/4/21 Presentation

Exercise2:Listen and fill in the missing

information.

Restaurant Bill

Items Quality Price Subtotal

Chicken

Vegetable

Tea

Service Charge (20%)

Total

Page 59: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 5923/4/21 Presentation

Exercise 3:Listen again and fill in the blanks. Then practice with your partner.

Staff: ____________________?Guest: Yes,we’d like to check the bill .You

see ,I ordered only two dishes .The______ _______.

How does the bill come to 12 dollars?Staff: ___________ .I think __________________.Guest: Isn’t it free ?Staff: __________________________.You see,

here it says “___________________”.Guest: But that still doesn’t make 10

dollar’s .Staff: ___________________________.

Page 60: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 6023/4/21 Presentation

Guest: Do you offer some discount ?

Staff: I’m sorry we don’t .___________________.

Guest: I’m not always lucky .

Staff: ______________________________.

Page 61: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 6123/4/21 Presentation

Exercise 4: Complete the dialogue orally with the

Chinese prompts.Staff :_________________( 真对不起 , 先生 )Guest: Look what you have done! My new suit is

covered in cheese sauce.Staff:__________________( 实在抱歉 , 先生 )Let me try to clean for you .Guest:No, this is an expensive suit ._____________ ( 我要见你们的经理)Staff :Certainly, sir.______________( 我马上去叫她来 .)Manager: Good evening, sir.My name is Mary White, I’m the manager._______________( 发生了     什么事?)

Page 62: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 6223/4/21 Presentation

 Guest: The problem is your waiter has spilled sauce all over me !Look at my new suit .It is

covered in cheese sauce .Manager:_____________________( 先生,实在对不起.)Guest :But what about my suit?Manager:___________________ (我们立即付费为您清 洗.) _________________________( 请您喝杯咖 啡稍候 .)_________________( 您的咖啡免费 .)Guest :All right then .I will have a large

cappuccino, with chocolate on top and a biscuit.

Page 63: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 6323/4/21 Presentation

Exercise 5: Role PlaySmith 先生进餐厅用午餐,他对中餐了解不多 , 不想吃油腻的 (heavy )服务员向他推荐今日特选清蒸鲑鱼 (Steamed Mandarin Fish) ,他还要了茄汁明虾 (Braised Prawn with Tomato Sauce) ,什锦蔬菜 (Mixed Vegetables) ,豆腐汤 (Bean Curd Soup) 及一份上海春卷 (Spring Roll ,Shanghai Style) .饮料要的是一瓶啤酒.假如你是服务员,请你和你的搭档准备这个对话,并在班上表演.Brown 先生在餐厅吃饭他点了一份炒牛肉,要五成熟的 (medium) ,但品尝后发现烧得太老了( well done ),很是失望.服务员立即向他表示道歉,把菜撤下并叫厨师重做,同时为客人加了一道清炒时蔬,请客人免费享用。你是餐厅服务员,请你和你的搭档准备这个对话,并在班上表演。

午餐结束后, Smith 先生要求结账。他发现金额比想象的高,看不懂张单。服务员耐心的逐条向他解释。第一项是所点菜肴及收费,第二项是酒水及收费,外加 15% 服务费。你是餐厅服务员,请你和你的搭档准备这个对话,并在班上表演。

Page 64: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 6423/4/21 Presentation

Handing Complaints

餐厅投诉,尽管大部分是客人在就餐过程中发生在餐厅的口头投诉,仍有客人会事后写信投诉,诉说他们对餐厅菜肴及服务的不满。收到投诉来信,通常由餐厅经理回信,以示重视。回信时,首先要表示真诚的道歉 ,必要时也可做一些解释,以求得客人谅解,同时要感谢客人对餐厅工作的支持并欢迎他再次光临。

以下是餐饮部经理王东先生接到的客人投诉信。

Page 65: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 6523/4/21 Presentation

Feb .5 ,2005Dear Sir, I must complain in writing about the service atyour restaurant last month. I stayed at the hotel for aweek and this was my fourth visit. There were a number of things which went wrong.Firstly, the new self-service arrangement at lunchwas not what I expected. Secondly, the service atlunch was very slow. Thirdly, the general standard ofservice in the hotel, esp. in your coffee shop was verypoor.

Page 66: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 6623/4/21 Presentation

The waiters always seemed extremely busy ,the reservationists was never available and I

thoughtthat the waitress was rather rude. I do not usually complain but, as an old customer ,I’m sure you will be interested in my comments.

Yours faithfully, Bill smith

Page 67: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 6723/4/21 Presentation

以下是王东经理的回信.Feb.10,2005Dear Mr. Smith, Evergreen Hotel is always interested to

hear the comments from its guests and we are glad that you have written to us .

I am extremely sorry that you found the service provided by our waiter ,waitress and reservationist

not up to our usual standard .I apologize for this and will make enquiries about it .

Page 68: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 6823/4/21 Presentation

You took your holiday last month which was

our busiest month .The self-service arrangement for lunch was not very attractive .However ,I regretthat you had slow service at lunch . I hope we will continue to receive your commentsand that if you have any complaint, you will informMy staff immediately so that we can deal with the problem there and then .

Page 69: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 6923/4/21 Presentation

Yours sincerely,Wangdong Manager Food & Beverage Dept.Evergreen Hotel

Page 70: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 7023/4/21 Presentation

Exercise : 请你就以下内容给 Bill Brown 写一封 回信

Mr. Bill Brown has complained about theStandard of service in the Grill Restaurant .Hesays that he had to wait thirty minutes for histable, that the service was slow and that the

foodwas not very good. Now write a letter of reply to the complaintreceived by the restaurant.

Page 71: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 7123/4/21 Presentation

Feature Reading

Chinese Cuisines 中国菜系Pre-reading questions:1)What do you know about Chinese cuisines ?2)Is there any difference between Beijing

cuisines and Cantonese cuisines?

The Chinese cuisine is subdivided into manyschools with their local flavors. Among them are themost popular and well-known four schools----Beijingcuisine, Cantonese cuisine, Sichuan cuisine, and

Page 72: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 7223/4/21 Presentation

Shanghai cuisine.

Beijing Cuisine Although these dishes are referred to as Beijingdishes, they are said to consist mainly of ShandongDishes (from Shandong Province) .Most have a highcalorie value answering the demands of the cold northern climate. Beijing food is famous for its refinedingredients and varies with the seasonings. The con-diments used are sugar,vinegar,spices, brown paste,etc. The chefs are good at making precious sea foodand lay stress on making good soup. Well-known

Page 73: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 7323/4/21 Presentation

Beijing dishes include Whole Roast Duck or “PekingDuck”, Shuan Yan Rou (slices of lamb which you dipin boiling water and then coat with a do-it-yourself sauce), roast lamb and crab. Cantonese Cuisine In ancient times ,there was a saying in China,”To be born in Suzhou; to live in Hangzhou; to be fedin Canton”. It is said that the people of Beijing are lovers of leisure pursuits; the Shanghainese are extravagant in dress; and the Cantonese aregourmets.Indeed,Guangdong may be said to have agreater

Page 74: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 7423/4/21 Presentation

variety of food than any other places in the world. Cantonese food is also called the Yue food.Cantonese food features a wide range of ingredients.

Its cuisine lays emphasis on deep frying ,stewing ,baking and especially on the color of the dishes.dishes cooked in this way are crisp, light,refreshing,and tasty, etc.

Sichuan Cuisine Sichuan Province is a mountainous district in thecenter of China .The ingredients of its dishes are mainly mountain produce and river fish simply

.

Page 75: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 7523/4/21 Presentation

because the region has no sea coast. One of the reasons for its fine cooking could be the fact that skillful chefs were taken to the district by highChinese government officials sent to govern Sichuan towards the end of the feudal dynasties during theYuan ,Ming and Qing periods. Most of these chefs settled in Sichuan and developed new cooking stylesBased on the Beijing cuisine .They used ingredients

ofthe district and adapted the dishes to local taste.Vegetables are used more than fish .The main cond-iments are generally bean paste and pickled pepper.Sichuan dishes are distinguished for being “spicy and

Page 76: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 7623/4/21 Presentation

hot”. Their uniquely hot ,pungent flavor is created bya mixture of spices and condiments, including red pepper , garlic and ginger.

Shanghai Cuisine Shanghai dishes feature fresh fish and sea fooddishes. The main cooking methods are :stewing withsoy sauce, steaming, quick saute,braising, roasting,etc. Shanghai dishes are oily ,tasty, sweet and

colorful.Shanghai crab is one of the greatest specialities. Cra-bs are in season from November through December.The locals claim that Shanghai crabs are not only

Page 77: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 7723/4/21 Presentation

larger than those of Beijing but are the tastiest in

the entire country.

Page 78: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 7823/4/21 Presentation

Exercise 1:Translate the following into

Chinese.

high calorie

boiling water

a do-it-yourselfsauce

gourmet

cuisine crisp

pungent garlic

condiment

spicy and hot

oily ingredients

Page 79: Page 12015-8-27 Presentation Chapter 12 Food and Beverage Service in Chinese Style

page 7923/4/21 Presentation

Exercise 2:Answer the following questions

briefly

1.How many cuisines are there in China ?What are

the most famous ?

2.Do you know some well-known Beijing dishes ?

3.What’s the difference between Sichuan dishes and

Shanghai dishes ?