[TOC]

Part 1.餐中服务流程

1. 为客人更换对应的餐具

在为客人点完情人节套餐后，服务员要根据套餐中的主菜，为客人更换对应的餐具。

• 如果客人点的主菜是牛排，服务员要为客人更换牛排刀和叉

  • 服务员在客人点完情人节套餐后，微笑着说：

  Thank you for your order. Your Valentine's Day set menu includes a grilled steak as the main course. I will bring you a steak knife and fork for your convenience.（谢谢您的点单，您的情人节套餐包括一份烤牛排作为主菜。我会给您带来一把牛排刀和叉，方便您用餐。）

  • 服务员拿着牛排刀和叉走到客人的桌边，将牛排刀和叉放在客人的面前，注意要按照西餐的摆放顺序，牛排刀在右边，牛排叉在左边，然后说：

  Here are your steak knife and fork. Please enjoy your steak.（这是您的牛排刀和叉，请享用您的牛排。）

• 如果客人点的主菜是鱼，服务员要为客人更换鱼刀和叉

  • 将鱼刀和叉放在客人的面前，注意要按照西餐的摆放顺序，鱼刀在右边，鱼叉在左边，然后说：

  Here are your fish knife and fork. Please enjoy your fish.（这是您的鱼刀和叉，请享用您的鱼。）

• 如果客人点的主菜是意大利面，服务员要为客人更换汤匙和叉

  • 服务员拿着汤匙和叉走到客人的桌边，将汤匙和叉放在客人的面前，注意按照西餐意面的用餐习惯，汤匙在在边，叉在右边，然后说：

  Here are your spoon and fork. Please enjoy your pasta.（这是您的汤匙和叉，请享用您的意大利面。）

2. 上菜服务

• 为客人提供面包和黄油

  • 服务员拿着面包篮和黄油盘走到客人的桌边，微笑着说：

  Good afternoon, here is some bread and butter for you. Please enjoy.（下午好，这是给您的面包和黄油，请享用。）

  • 如果客人点了饮料，服务员应该重复客人的点单，确认无误后，说：

  Thank you for your order. I will bring your drinks shortly.（谢谢您的点单，我马上给您送来饮料。）

  • 如果客人没有点饮料，服务员应该说：

  No problem. Please let me know if you need anything else.（没问题，如果您还需要什么，请告诉我。）

• 第一道菜先上沙拉

  • 服务员拿着两个沙拉盘走到客人的桌边，微笑着说：

  Here is your salad, the first course of the Valentine's Day set menu. It is made with fresh lettuce, tomatoes, cucumbers, cheese, and a special dressing. I hope you like it.（这是您的沙拉，情人节套餐的第一道菜。它是用新鲜的生菜，番茄，黄瓜，奶酪，和特制的酱料制作的。希望您喜欢。）

  • 服务员将沙拉盘放在客人的面前，注意要按照西餐的礼仪，先为女士上菜，再为男士上菜，然后说：

  Bon appetit.（请慢用。）

• 待两位客人都吃完沙拉后，再一起撤掉沙拉的餐盘和餐具

  • 服务员观察客人的用餐情况，当看到客人都吃完沙拉时，走到客人的桌边，微笑着说：

  How was the salad? Did you enjoy it?（沙拉怎么样？您喜欢吗？）

  • 如果客人表示满意，服务员应该说：

  I'm glad to hear that. May I take your plates away?（我很高兴听到这个。我可以帮您收走盘子吗？）

  • 如果客人表示不满意，服务员应该说：

  I'm sorry to hear that. Is there anything I can do to make it up to you?（我很抱歉听到这个。我能做些什么来弥补您的不满吗？）

  • 服务员在得到客人的同意后，将沙拉的餐盘和餐具收走，然后说：

  Thank you. I will bring your soup soon.（谢谢您。我马上给您送来汤。）

• 为客人上汤

  • 服务员拿着两个汤碗和两个汤勺走到客人的桌边，微笑着说：

  Here is your soup, the second course of the Valentine's Day set menu. It is a creamy mushroom soup with croutons and parsley. It is very delicious and warm.（这是您的汤，情人节套餐的第二道菜。它是一种奶油蘑菇汤，里面有面包丁和香菜。它非常美味和温暖。）

  • 服务员将汤碗和汤勺放在客人的面前说：

  Enjoy your soup.（请享用您的汤。）

• 当两人的汤都喝完后，撤掉汤碗和汤勺

  • 服务员观察客人的用餐情况，当看到客人都喝完汤时，走到客人的桌边，微笑着说：

  How was the soup? Did you like it?（汤怎么样？您喜欢吗？）

  • 如果客人表示满意，服务员应该说：

  I'm happy to hear that. May I take your bowls away?（我很高兴听到这个。我可以帮您收走碗子吗？）

  • 服务员在得到客人的同意后，将汤碗和汤勺收走，然后说：

  Thank you. I will bring your main course soon.（谢谢您。我马上给您送来主菜。）

• 再为客人上主菜

  • 服务员拿着两个主菜盘和两套主菜餐具走到客人的桌边，微笑着说：

  Here is your main course, the third course of the Valentine's Day set menu. It is a grilled steak with mashed potatoes, green beans, and red wine sauce. It is very tender and juicy.（这是您的主菜，情人节套餐的第三道菜。它是一份烤牛排，配有土豆泥，青豆，和红酒酱。它非常嫩和多汁。）

  • 服务员将主菜盘和主菜餐具放在客人的面前说：

  Enjoy your main course.（请享用您的主菜。）

• 当主菜吃完后，撤掉主菜的餐盘和餐具

  • 可以说：

  May I take your plates away?（我可以帮您收走盘子吗？）

• 服务员在得到客人的同意后，将主菜的餐盘和餐具收走，然后说：

  I will bring your dessert soon.（我马上给您送来甜品。）

• 再为客人上甜品

  • 服务员拿着两个甜品盘和两套甜品餐具走到客人的桌边，先将客人餐桌上方摆放的甜品餐具移到合适的位置，比如将甜品勺移到左手边，将甜品叉移到右手边，然后说：

  Here is your dessert, the fourth and final course of the Valentine's Day set menu. It is a chocolate cake with strawberries and whipped cream. It is very rich and sweet.（这是您的甜品，情人节套餐的第四道也是最后一道菜。它是一份巧克力蛋糕，配有草莓和奶油。它非常浓郁和甜美。）

  • 服务员将甜品盘和甜品餐具放在客人的面前，说：

  Enjoy your dessert.（请享用您的甜品。）

• 当客人吃完甜品后，撤掉甜品的餐盘和餐具，服务员在得到客人的同意后，将甜品的餐盘和餐具收走，然后说：

  Thank you. I hope you enjoyed the Valentine's Day set menu. Would you like some coffee or tea?（谢谢您。我希望您喜欢情人节套餐。您想要些咖啡或茶吗？）

  • 如果客人点了咖啡或茶，服务员应该重复客人的点单，确认无误后，说：

  Thank you for your order. I will bring your coffee or tea shortly.（谢谢您的点单，我马上给您送来咖啡或茶。）

  • 如果客人没有点咖啡或茶，服务员应该说：

  No problem. Please let me know if you need anything else.（没问题，如果您还需要什么，请告诉我。）

2. 关注客人用餐情况

• 在这客人上菜及客人用餐过程中，如果客人的酒杯中酒过少时，要及时为客人续杯

  • 服务员注意客人的酒杯的情况，当看到客人的酒杯中酒过少时，走到客人的桌边，微笑着说：

  Excuse me, may I refill your glass?（打扰一下，我可以为您续杯吗？）

• 当客人所点的酒快要全部喝完时，询问客人是否还需要再点一瓶

Excuse me, I noticed that your bottle of wine is almost empty. Would you like to order another one?（打扰一下，我注意到您的酒瓶快要空了。您想要再点一瓶吗？）

• 如果客人同意，服务员应该说：

  What kind of wine would you like?（当然可以。您想要什么样的酒？）

• 如果客人拒绝，服务员应该说：

  No problem. Please enjoy your meal.（没问题，请享受您的餐点。）

3. 询问客人满意度

• 询问客人对用餐的环境、服务员的服务意识和服务态度、菜品的口味、质量和分量是否满意

  • 服务员在客人用餐结束后，走到客人的桌边，微笑着说：

  How was everything? Did you have a good time?（一切都还好吗？您用餐愉快吗？）

  • 如果客人表示满意，服务员可以说：

  I'm glad to hear that. Thank you for choosing our restaurant. We hope to see you again soon.（我很高兴听到这个。谢谢您选择我们的餐厅。我们希望很快再见到您。）

  • 如果客人表示不满意，服务员可以说：

  I'm sorry to hear that. What was the problem? We value your feedback and we want to improve our service.（我很抱歉听到这个。问题出在哪里？我们重视您的反馈，我们想要提高我们的服务。）

  • 服务员应该认真听取客人的意见，表示歉意，并尽可能地提供解决方案，比如：

  I apologize for the noise. We had a large group of guests today. Next time, we can arrange a quieter table for you.（我为噪音道歉。我们今天有一大群客人。下次，我们可以为您安排一个更安静的桌子。）

  I apologize for the delay. We had a problem with the kitchen. Next time, we can offer you a complimentary drink or dessert.（我为延误道歉。我们的厨房出了问题。下次，我们可以为您提供一杯免费的饮料或甜品。）

  I apologize for the taste. We had a new chef today. Next time, we can make sure that your dish is cooked to your preference.（我为口味道歉。我们今天有一个新的厨师。下次，我们可以确保您的菜品按照您的喜好烹饪。）

  I apologize for the quality. We had a problem with the supplier. Next time, we can offer you a discount or a coupon.（我为质量道歉。我们的供应商出了问题。下次，我们可以为您提供一个折扣或优惠券。）

  I apologize for the quantity. We had a mistake with the portion. Next time, we can give you a larger or a smaller serving.（我为分量道歉。我们的分量出了错误。下次，我们可以给您一个更大或更小的份量。）

  • 服务员应该在客人离开前，再次感谢客人，并祝福客人：

  Thank you for your visit. Have a wonderful day.（谢谢您的光临。祝您有一个美好的一天。）

Part 2. 情景对话

Anna: Here's some bread and butter for you. For Valentine's Day, the set menu features a grilled steak as the main course. I've brought steak knives for your convenience.

Mr. Chan: OK, thank you.

Anna: And here's your wine. Would you like me to open it for you?

Mr. Chan: Yes, please.

Anna: Here's your salad, the starter of the Valentine's Day set menu. It's made with fresh ingredients like lettuce, tomatoes, cucumbers, cheese, and a special dressing. I hope you enjoy it.

(10 minutes later.)

Anna: Can I take these plates away?

Mrs. Chan: Yes, please.

Anna: Here's your soup, Creamy Mushroom Soup with Croutons and Parsley. Enjoy.

Mr. Chan: Thank you.

(10 minutes later.)

Anna: Would you like me to bring your main course now?

Mr. Chan: Yes, please.

Anna: Here you go. This is your main course, Grilled Steak served with Mashed Potatoes, Green Beans, and Red Wine Sauce. The steak is very tender and juicy.

Mr. Chan: This looks amazing. Thank you.

(10 minutes later.)

Anna: How was your main course? Did you enjoy it?

Mr. Chan: It was delicious. Thank you so much.

Anna: I'm glad to hear that. Can I take these plates away now?

Mrs. Chan: Yes, please.

Anna: Alright. I'll bring your dessert shortly.

Anna: Here's your dessert, the final course of the meal. It's a Chocolate Cake topped with Strawberries and Whipped Cream.

Anna: How did you find the dessert?

Mrs. Chan: It was wonderful. Thank you.

Anna: I'm delighted to hear that. I hope you enjoyed the Valentine's Day set menu. Would you like some coffee or tea to finish?

Mrs. Chan: No, thank you. We're quite content.

Part 3. 基础词汇

Part 4. 关键句型

• Would you like me to ... ?

  • 你需要我...吗？
  • 这是一个用来征求对方意见或请求对方许可的礼貌句式，表示愿意为对方做某事。例如：
  • Would you like me to open it for you? 你需要我为你打开吗？
  • Would you like me to bring your main course now? 你需要我现在给你上主菜吗？
  • Would you like me to help you with your homework? 你需要我帮你做作业吗？

• Here you go.

  • 给你。
  • 这是一个用来递交东西或提供服务时的口语表达，表示已经完成了对方要求的事情。例如：
  • Here you go. This is your main course. 给你，这是你的主菜。
  • Here you go. Your ticket and change. 给你，你的票和零钱。
  • Here you go. I've fixed your computer. 给你，我已经修好了你的电脑。

• How was ... ? / How did you find ... ?

  • ...怎么样？/你觉得...怎么样？
  • 这是两种用来询问对方对某事的评价或感受的口语句式，表示对对方的看法感兴趣。例如：
  • How was your main course? Did you enjoy it? 你的主菜怎么样？你喜欢吗？
  • How did you find the dessert? 你觉得甜点怎么样？
  • How was your trip to Beijing? 你的北京之行怎么样？

• I'm glad / delighted to hear that.

  • 我很高兴听到这个。
  • 这是一个用来表示对对方的话感到高兴或满意的口语表达，表示对对方的赞同或支持。例如：
  • I'm glad to hear that you enjoyed the Valentine's Day set menu. 我很高兴听到你喜欢情人节套餐。
  • I'm delighted to hear that you passed the exam. 我很高兴听到你通过了考试。
  • I'm glad to hear that you are feeling better. 我很高兴听到你感觉好些了。

• We're quite content.

  • 我们很满足。
  • 这是一个用来表示对某事感到满意或足够的口语表达，表示没有更多的要求或期望。例如：
  • We're quite content with the service. 我们对服务很满意。
  • We're quite content with what we have. 我们对我们拥有的很满足。
  • We're quite content with the result. 我们对结果很满意。

Part 5.课堂练习

1. What is the main course of the Valentine's Day set menu?

A. Bread and butter
B. Salad
C. Soup
D. Steak

答案：D

2. What does Anna say to wish the customers a good meal?

A. Bon Appetit
B. Enjoy
C. Thank you
D. Cheers

答案：A

3. What is the dessert of the Valentine's Day set menu?

A. Chocolate Cake topped with Strawberries and Whipped Cream
B. Creamy Mushroom Soup with Croutons and Parsley
C. Bread and Butter
D. Salad with a special dressing

答案：A

4. How do Mr. and Mrs. Chan feel about the meal?

A. They are not satisfied with it.
B. They are quite content with it.
C. They are indifferent about it.
D. They are allergic to it.

答案：B

5. What is the purpose of the dialogue?

A. To introduce a new restaurant.
B. To advertise a special offer.
C. To describe a romantic date.
D. To show a polite service.

答案：D