一、词汇
普通预定: Simple Reservation 宴会预定: Banquet Reservation
团体包餐预定: Group Reservation 外卖服务: Delivery Service
电话预定: Telephone 来店预定: Spot/Talk
信函预定: Mail 传真预定: Fax 电传预定:Telex
客人姓名: Guest Name 单位名称: Name of Group
登记编号: Code 联系电话/地址: Telephone Number/ Address
就餐人数: Number of Guests 预定就餐时间: Sit-down Time
包房: Private Room 餐位/价格: Table/price
特殊要求: Special Acquirements 折扣优惠: Discount
付款方式: Payment 餐位保留时间: Cut-off Time
取消预定的规定: Reservation Amendments/Cancellation
再次确认: Reconfirmation
二、电话预定服务
1、接听: Good morning/afternoon/evening! This is Ascot Cafe. May I help you?
Sorry to have kept you waiting.
2、查询: Please wait a minute. I’ll check it for you.
Would you like to wait a moment or let me call you back later?
3、致歉: What tables do you like？I’m sorry, the restaurant is full.
I’m afraid there are no tables you like. Would you mind changing one?
4、沟通: Thank you for calling. We look forward to having you with us.
三、经典对话
1、普通预定
R=Reservation Clerk: 预定服务员 G=Guest: 顾客
R: Good afternoon! This is Pearl Restaurant. Lili is speaking. May I help you?
G: I’d like to reserve a table for two tonight, please.
R: For what time, sir?
G: Around 7:15.
R: May I have your name and telephone number please, sir?
G: Baker. And my number is 334-4758.
R: Would you please spell it?
G: B-A-K-E-R.
R: Is that D as in dog or B as in boy?
G: B as in boy.
R: Thank you! A table for two at 7:15 this evening for Mr. Baker.
G: That’s right.
R: Thank you for calling, Mr. Baker. By the way, as that is the peak hour（高峰时段）, we only can keep your table for half an hour. That means you should come before 7:45. We look forward to welcoming you.
2、外卖服务
G: Hello! Do you deliver lunch boxes? 你好！请问你们送外卖盒饭吗？
R: Yes, we do. What can I do for you?
G: What do you have? 能否介绍一下有什么菜式？
R: Meat and eggs: boiled chicken, chicken in soy sauce, double-cooked pork, steamed fish, pork ribs in tomato sauce, roast pork, roast goose, fried beef, fried egg, salted egg and egg in soy sauce. Vegetables: cabbage, heart of cabbage, Chinese spinach, water cress and celery. 肉蛋类有：白切鸡，豉油鸡、回锅肉、清蒸草鱼、茄汁排骨、叉烧、烧鹅、油泡牛肉、煎蛋、咸蛋、卤水蛋。蔬菜有：白菜、菜心、苋菜、西洋菜和芹菜。
G: Then I’d like ten lunch boxes which include boiled chicken, fried egg and cabbage. How much are they? 我要10份盒饭，要白切鸡、煎蛋和白菜。一共多少钱？
R: Each is eight yuan, the total is eighty yuan. Where should I take to?
每个八元，一共八十元。请问送到哪里？
G: Room 1009, Commercial Building（商业大厦）. How long does it take to deliver?
R: You will have them in 20 minutes.
3、无法满足预定要求
G: Hello, is that the Happy Hour Restaurant?
R: Speaking. May I help you?
G: Yes. I’d like a table for eight at 7:00 this evening. Can you arrange it for us?
R: Just a minute. I’ll check if there any availability（空位）. (After a while) I’m sorry, sir. There aren’t any tables left for 7:00, but we can give you one at 8:30. Would you like to make a reservation at that time?
G: Well, let me see. It seems a little late.
R: Usually, the restaurant will be quieter（比较安静） at that time, sir.
G: That’s the truth, and we need a quiet place in fact.
R: Then I will recommend the West Lake Room. It is quiet and spacious（宽敞）. And we offer free fruit juice after 8:30.
G: Fine. I change the time to 8:30.
R: Very good, sir. A table for eight at 8:30 this evening in West Lake Room.
May I have your name, please?
G: It’s Smith.
R: Thank you very much, Mr. Smith. Bye.
四、常用句型百宝箱
1、问候和致谢
(1)、Good morning. Ascot Cafe at your service. May I help you?
(2)、Good afternoon。 This is Western Restaurant。 Wang Li speaking。
What can I do for you？
（3）、Thank you for calling us。 We look forward to seeing you at 8：00。
（4）、We are expecting you。 We look forward to welcoming you。
We look forward having you with us。
2、询问基本信息
（1）、For how many persons, please? / How many people are there in your party?
How many of you may we expect in your party?
（2）、At what time can we expect you? When would you like to take the table?
When can we expect you to come, sir?
（3）、Which day would you like to make the reservation?
（4）、Would you like a table by the window?
（5）、Which would you like better, a table in the hall or a private room（单独的包房）?
（6）、How about the non-smoking area? It is also quiet.
（7）、May I have your name and telephone number?
（8）、Your name and telephone number, please.
（9）、Could you spell your name?
（10）、Could you repeat it?
（11）、Could you wait a minute, please? I’ll check the availability.
（12）、Thank you for waiting, sir/Ma’am.
（13）、Would you like to make a guaranteed reservation by credit card?
您愿意用信用卡来担保预定吗？
（14）、Is there any minimum charge for my table? 请问我们订的桌子有没有最低消费？
（15）、We’d like to reserve a quiet private room.
（16）、Do you have a reservation? In what name, please?
（17）、Near the window or at the door？
3、向客人介绍餐厅情况及政策
（1）、We’re open round the clock./ We’re open 24 hours.我们全天（24小时）营业。
（2）、Our restaurant opens at 6:00 in the morning, and closes at 12:00 in the evening.
（3）、Please be aware that the reservation will be kept for 30 minutes after the reserved time. That means that you ordered a table for 6:30, and we will hold the table for you till 7:00 p.m..您预定晚上6：30的餐位，我们会为您留位到7点。7点之后我们将会把座位让给别的客人了。
（4）、Since we have a long waiting list, we would appreciate receiving your call if you are unable to come.
因为还有很多客人需要订座，如果不能来的话请电话通知。
（5）、The West Lake Room has its own telephone and toilet room.
（6）、There is no corkage fee for brought in liquors. 自带酒水是不收开瓶费的。
（7）、All liquors brought in will be subject to a 20%service charge based on the market price of the liquor. 自带酒水会按照该酒市场价格的20%收取服务费。
（8）、A 10% discount will be offered to those holding a VIP card issued by our restaurant. 有贵宾卡可以按规定享有9折优惠。
（9）、There isn’t a minimum charge for a private room from 14:00-15:30.
下午2点至3点半包房不设最低消费。
（10）、Sorry, We don't allow dogs. 我们不允许带狗。
（11）、Please be seated， we will let you know as soon as your table is ready。
（12）、There will be 15 minutes before your table is available，
would you mind waiting？
（13）、Here is the menu, please take your time, the waiter will be of your service soon。
4、无法满足客人的预定要求
(1)、I’m sorry, our restaurant is fully booked at that time.
Would you mind changing your time? Table will be available at 7:30 p.m..
(2)、I’m afraid the tables by the windows are fully reserved.
I can’t guarantee you a table right now. But we’ll try our best.
(3)、I’m sorry. The tables by the window are all occupied.
对不起，靠近窗户的位置全都有人了。
(4)、Sorry, the lijing Room has already been reserved, shall we reserve another room for you?
(5)、Sorry, we do not have reservation service today, because we have a banquet service tonight. 对不起，因为承接了宴会服务，我们今天不对外预定。
(6)、Sorry, we do not have reservation service for morning tea.
(7)、Sorry, but there is only one table left that seats six people. 只有一张六人桌了。
5、确认预定
（1）、I would like to confirm my reservation for tomorrow night，please.
（2）、Your reservation is for the Nanhai Room at 6：30 this evening.
What else may I help you with？
您今晚6点半预定了本餐厅的南海房，请问是否有什么变更？
（3）、Is this a new reservation or a confirmation call?您这个电话是新的预定还是确认预定？
（4）、Your reservation/ table is confirmed.
（5）、I’m afraid that we have no record of a reservation (for that date)in your name.
（6）、Shall I make a reservation for you now?
（7）、When did you make the reservation?
（8）、In whose name was the reservation made?
6、更改预定
（1）、I’d like to change my reservation from 6:30 p.m. to 7:30 p.m..
（2）、We’ll change the reservation for you.
（3）、I’d like to change/cancel a reservation.
7、外卖服务
（1）、May I have your address/name/telephone number, please?
（2）、We will send it to you in half an hour/ at 12:00.
（3）、Please make sure that the man brings change for a 50 yuan bill.
请让送餐的小伙子带好换50元的零钱。
（4）、What’s the total?
（5）、I’ve been waiting for more than an hour. Where’s the food?
（6）、The delivery man left ten minutes ago. He’ll be at your house any minutes now.
8、电话常用语
（1）、Hang on a moment, please. /Hold o, please. /Just one second, please.
（2）、Please don’t hang up. I’ll be right with you.
（3）、I’ll call you back after check the reservation list.
（4）、You dialed the wrong number.
（5）、The number is correct, but I’m afraid you’ve made a mistake.
It’s Ascot Cafe, not a home number.
（6）、What number are you calling?
迎送宾客 Greeting & Farewell
一、经典对话： H=Hostess 预定员 G=Guest
1、 有预定的常客
H: Good evening, Mr. Smith! Glad to meet you again! Your table is already.
We have been holding it for you. Could you follow me, please?
G: Fine. Thank you.
H: The floor is wet, please mind your steps. (A moment later) This is your table.
Please be seated. Here’s the menu. The waiter will be with you in a moment.
G: Thank you.
2、 无预定的客人
H: Good evening, sir and madam. Welcome to our restaurant.
Do you have a reservation?
G: I don’t think I have.
H: How many persons are there in your party?
G: Four.
H: This way, please. How about the centre table? It’s sits up to 6 seats.最多可以坐6个人。
G: That’s fine.
H: Here’s the menu. Please take your time. The waiter will be at your service soon.
G: Thank you.
3、 请客人稍候
H: Good evening. Welcome! Do you have a reservation?
G: No, I’m afraid we don’t.
H: How many are there in your party? G: Eight.
H: I’m sorry, we don’t have a table for eight people now, but there will be one after about 20 minutes, do you mind waiting in the lounge（休息室）? You can have a drink there or reading newspaper.
G: That’s a good idea.
H: May I have your name?
G: Robert.
H: We’ll seat you when we have a table. (After a while) Excuse me, sir. We can seat your party now. 先生，您好！现在有位置了。
G: Good.
H: Please step this way.
二、常用英语句型百宝箱
1、问候语和告别语
（1）、Good morning/afternoon/evening, welcome to the western restaurant.
（2）、Good morning. Mr. / Miss. Smith. I’m glad to see you again!
（3）、Mr. Brown, your table is ready. We have been holding it for you.
我们正恭候您的光临。
（4）、Hello, Mr. Hilton, we have arranged a table for you. This way please.
（5）、Good morning, Mr. Black, we were expecting you. I’ll show you to your table.
（6）、Thank you, sir/madam. Please come We look forward to having you with us again soon.
（7）、Thank you for dining with us. Please come again.
（8）、Have a nice evening, sir.
（9）、Hope to see you again.
（10）、I hope you enjoyed your dinner. Please come again.
（11）、If anything is wrong, please tell us. If you enjoy your stay, please tell your friends. 若有不到之处，请告诉我们；若觉得满意，请告诉您的朋友。
2、引领客人入座
（1）、Would you please come with me？
（2）、Please step this way。
（3）、Could you follow me， please？
（4）、Do you have a reservation？ In what name？
（5）、How many persons are there in your party？
（6）、Would you like to sit near the window？
（7）、Would you prefer to dine in the hall or a private room？
（8）、Will this table be all right？
（9）、Where would you like to sit？
（10）、Would you like a smoking or non-smoking area？
（11）、Are you expecting anyone？ 请问还有客人要来吗？
（12）、May I ask if anyone is joining you？ 请问还有没有人要来？
（13）、I‘m sorry， that table is already reserved. You can sit where you like.
对不起，这张桌子已经被预订了，其他的位置您可以随便坐。
（14）、Please be seated. Here is the menu, please take your time.
The waiter will be with you soon.
（15）、I think this table is too close to the doorway.
（16）、I want a table at the corner.
（17）、Would you please change the table cloth?
（18）、Would you please add one more chair to our table?
3、合台/转台/分台
（1）、I’m sorry, the tables by the river are taken now. How about that one?
It’s also very good.
（2）、Will you please sit here first? Anytime the table by the river is available.
I’ll change it for you.
（3）、Excuse me, do you want to change to that table? One moment please.
I’ll ask if it is reserved.
（4）、I’m afraid we can not seat you at the same table.
Do you mind sitting separately?
（5）、I’ll put the two together. How is that?
（6）、Excuse me, sir. Would you mind sharing the table with another guest?
（7）、Some other guests wish to join this table.
4、请客人稍候
（1）、I’m afraid there are no other places free at the moment.
Would you mind waiting a while?
（2）、The restaurant is full now. Do you care to wait for about 20 minutes?
（3）、Would you care to have a drink in the lounge while you waiting?
（4）、I’m afraid the table you reserved is not ready yet.
（5）、I’m afraid that we let another guest sit at your table since you did not arrive at the reserved time.
（6）、Would you mind waiting until it is free or would you prefer another table?
（7）、I’m sorry, there isn’t a table right now. There will be a wait of 20 minutes.
May I have your name, please? I will seat you as soon as we have a table.
（8）、I’m sorry, the restaurant is full now. We can seat you in 20 minutes.
（9）、The table is ready now, this way please.
（10）、Sorry for the delay. Thank you for waiting.
（11）、How long do you think we will have to wait?
（12）、I will wait for the table by the window, please call me when it is available.
（13）、A table for two, please?
5、提醒客人离开时带齐随身物品
（1）、have you taken all your belongings? 请带齐您的物品。
（2）、Please take care of your valuables. 请照看好您的行李物品。
6、拒绝衣冠不整的客人或不受欢迎的客人进入餐
（1）、Excuse me, sir. According to our regulations, people in slippers, vest or shorts are not allowed to enter the restaurant. Thank you for your cooperation. We are looking forward to having you with us.
（2）、I’m sorry, our restaurant is full now.
（3）、I’m sorry. A private party is being held.对不起，我们餐厅正在举行私人舞会。
7、附加服务
（1）、May I order a taxi for you？
（2）、Would you like me to call a taxi？
（3）、Would you like me to cover your coat/handbag to prevent it from getting dirty or stolen？
为了避免您的西装/手提包被弄脏或被盗，能否给您的西装/手提包套上西装套呢？
（4）、Do you want a parking coupon？
请问您需要停车券吗？
（5）、Would you like us park the car for you？
（6）、Let me show you to the parking lot.
（7）、This seat is close to the air-conditioning register. Would you like a wrap？
这个位置正对空调出风口，您需要披肩吗？
（8）、May I take your coat， please？
（9）、Would you like a cover for your coat？
需要罩子盖住您的外衣吗？