餐饮英语 | 自助早餐排队

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早餐排队工作流程

1. 迎宾和登记

• 迎宾员要站在餐厅入口处，面带微笑，礼貌地问候客人，并询问客人的人数和用餐偏好（如外场或餐厅内部）。

Good morning, sir and madam. Welcome to our restaurant. How many people with you?

Do you prefer a smoking or a non-smoking area?

• 迎宾员要检查客人是否有预订或房卡，如果有，要核对客人的姓名和房间号，并在登记簿上做好记录。

Thank you. May I have your room card or reservation number, please?

Thank you. Your room includes breakfast for two.

• 迎宾员要根据餐厅的座位情况，告知客人是否需要排队等候，并给客人一个排队号码牌，同时告知客人大约需要等待多长时间，并请客人在等候区稍作休息。

You may have to wait for about 15 minutes. Here is your queue number. Please wait in the lounge area. We will call your number when your table is ready. Thank you for your patience and understanding.

• 迎宾员要用英语与客人进行简单的交流，以缓解客人的不耐烦或不满意，例如：

I'm sorry, we are quite busy right now.

2. 排队和安抚

• 迎宾员要在等候区为客人提供一些服务，以安抚客人的情绪，例如：

  • 为老年人或残疾人提供椅子，让他们坐下休息，例如：

  Excuse me, sir/madam. Would you like to have a seat? Here is a chair for you. Please make yourself comfortable.

  • 为客人提供特别的饮料或咖啡缓解不满情绪，例如：

  Would you like some water or juice? Here you are. Please help yourself.

  • 为小朋友提供一些简单可口的美食，以便孩子太饿了吵闹，例如：

  Do you have any kids with you? Would they like some cookies or candies? Here you are. Please enjoy.

  • 为客人提供一些娱乐或阅读材料，例如：

  Do you need some magazines or newspapers? Here you are. Please feel free to read.

  • 为客人介绍餐厅的特色菜和早餐套餐，以吸引客人的兴趣，例如：

  Do you know what we have for breakfast today? We have some special dishes and breakfast sets for you to choose from. Let me show you the menu.

• 迎宾员要随时关注餐厅的座位情况，及时通知客人入座，并感谢客人的等待，例如：

Your table is ready. Please follow me. I'm sorry for the long wait. Thank you for your cooperation.

Part 2. 情景对话

Angel是酒店西餐厅的领位员，这天早上，来自6528房间的客人Mr. & Mrs. Wilson来到西餐厅用早餐， 领位员Angel向他们问好，根据服务流程询问房间号码，并告诉他们现在是用餐高峰时段，餐厅现在没有座位了，需要排队。客人表现出不悦的表情，Angel向客人解释说现在是旺季，住房率很高，而且早上8点半-9点半是用餐的高峰期，这个时间段的用餐人数是最多的，8点前用餐人数比较少，如果不想排队，明天可以稍微早点来。Mr. Wilson无奈地接受了Angel的建议。Angel给客人发了一张等位卡，告诉他们前面还有4桌客人，可以在休息区先坐一会，Angel又问他们在等位期间是否需要先喝点咖啡或果汁？客人要了2杯橙汁。过了一会儿，轮到客人了，Angel再次向客人表示歉意，并带领客人进入餐厅。

Angel: Good morning, sir and madam. Welcome to our restaurant. May I have your room number, please?

Mr. Wilson: Good morning. We are from room 6528.

Angel: Thank you. Your room includes breakfast for two. However, I'm sorry to inform you that we don’t have vacant table right now. You may have to wait in line for a while.

Mrs. Wilson: What? That's unacceptable. We paid for this room and we expect to have breakfast without any delay.

Angel: I understand your frustration, madam. But this is the peak season, the occupancy rate is very high. And this is the busiest time for breakfast, from 8:30 to 9:30. There are many guests who want to have breakfast at this time. If you don't want to wait in line, you can come earlier tomorrow. The breakfast starts at 6:30 and there are fewer guests before 8:00.

Mr. Wilson: Well, I guess we have no choice.

Angel: Here is your queue number. Please wait in the lounge area. We will call your number when your table is ready. Thank you for your patience and understanding.

Mrs. Wilson: Fine. But how long do we have to wait?

Angel: It depends on how fast the other guests finish their meals. But I estimate it will be about 15 to 20 minutes. I apologize for the inconvenience, madam. Would you like some coffee or juice while you wait? It's on the house.

Mr. Wilson: OK, we'll have two orange juices, please.

Angel: Sure. I'll bring them to you right away. Please enjoy.
(After 15 minutes)

Angel: Mr & Mrs. Wilson, your table is ready. Please follow me. I'm sorry for the long wait. Thank you for your cooperation.

Mr. Wilson: It's OK. Let's go, honey.

译文：

Angel: 早上好，先生和女士。欢迎来到我们的餐厅。请问您的房间号是多少？

Mr. Wilson: 早上好。我们是6528房间的客人。

Angel: 谢谢您。您的房间包含两位成人的早餐。但是，很抱歉地告诉您，我们现在没有空余的餐桌了。您可能需要排队等候一会儿。

Mrs. Wilson: 什么？这太不可接受了。我们付了这个房间的钱，我们希望能够及时享用早餐。

Angel: 我理解您的不满，女士。但是这是旺季，入住率很高。而且这是早餐的高峰时段，从8点半到9点半。有很多客人都想在这个时间吃早餐。如果您不想排队，您可以明天稍微早点来。早餐从6点半开始，8点之前客人比较少。

Mr. Wilson: 好吧，我想我们别无选择。

Angel: 这是您的排队号码。请在休息区稍作等待。我们会在您的餐桌准备好时叫您的号码。谢谢您的耐心和理解。

Mrs. Wilson: 好吧。但是我们要等多久？

Angel: 这要看其他客人用餐的速度。但是我估计大概需要15到20分钟。我为给您带来的不便表示歉意，女士。您在等待的时候想要喝点咖啡或果汁吗？这是我们的免费赠饮。

Mr. Wilson: 好的，我们要两杯橙汁，谢谢。

Angel: 好的。我马上给您送过来。请享用。 （15分钟后）

Angel: Wilson先生和女士，您的餐桌准备好了。请跟我来。很抱歉让您久等了。谢谢您的合作。

Mr. Wilson: 没关系。走吧，亲爱的。

Part 3. 基础词汇

Part 4. 关键句型

1. May I have your room number, please? 请问您的房间号是多少？

• 这是一个礼貌地询问客人房间号码的句型，用于核对客人的身份和预订情况。
• may I have 表示请求或允许，后面跟名词或代词。

2. I'm sorry to inform you that ...我很遗憾地告诉您……

• 这是一个表达遗憾地告知客人不好的消息的句型，用于缓和语气，减轻冲突。
• I'm sorry 是一个常用的道歉短语，表示我很抱歉，用于表示歉意或同情。
• to inform 是一个动词短语，表示通知或告知，后面跟宾语和that从句。

3. If you don't want to wait in line, you can come earlier tomorrow. 如果您不想排队等候，您可以明天早点来。

• 这是一个表达建议或选择的句型，用于给客人提供一个可行的方案，避免客人的不满。

• to wait in line 是一个动词短语，表示排队等候，用于描述一种动作或状态。

4. It depends on how fast the other guests finish their meals. 这要看其他客人用餐的速度。

• 这是一个表达不确定或因果关系的句型，用于回答客人的问题，解释等待时间的原因。

• depends on 表示取决于，用于表达不确定或因果关系。

5. It's on the house. 这是我们请客的。

• 这是一个表达免费赠送的句型，用于给客人提供一些额外的服务，增加客人的满意度。

Part 5.课堂练习

1. What is the room number of Mr. and Mrs. Wilson?

• A. 6528
• B. 6258
• C. 6582
• D. 6285

Answer: A

2. Why do Mr. and Mrs. Wilson have to wait in line for breakfast?

• A. Because they came too late
• B. Because the restaurant is fully booked
• C. Because their room does not include breakfast
• D. Because they did not make a reservation

Answer: B

3. What does Angel suggest Mr. and Mrs. Wilson do to avoid waiting in line tomorrow?

• A. Come earlier
• B. Come later
• C. Change their room
• D. Change their restaurant

Answer: A

4. What does Angel offer Mr. and Mrs. Wilson while they wait?

• A. Coffee or juice
• B. Cookies or candies
• C. Magazines or newspapers
• D. All of the above

Answer: A

5. What does "It's on the house" mean?

• A. It's free of charge
• B. It's on the roof
• C. It's very delicious
• D. It's very popular

Answer: A