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饭店英语2 Unit 22

2006-08-12 09:56

  Part One  Changing a Dish

  Part Two  Complaining about the Dishes

  Words and Expressions


  Part One Changing a Dish

  G: Hello, waitress.

  C: Yes, sir. Can I help you?

  G: Yeh, we've had enough meat food and we don't feel like eating any more meat. Can you change the Sweet and Sour Pork for Steamed Perch?

  C: I'll have to check to see if the Sweet and Sour Pork has been done. When a dish is already prepared, it can't be changed.

  G: Please check with the chef.

  C: Yes, sir …… I'm sorry, sir, but the pork has been prepared and will come to you right away. I suggest you take it back home. May I take your order for the steamed perch now?

  G: No, thank you. Do you mind packing the pork for me?

  C: Not at all. I'll do that when you finish your dinner.

  Part Two Complaining about the Dishes

  G: Hello, waitress!

  C: Can I help you, sir?

  G: Yes, you try the tenderloin. It's as tough as leather.

  C: Excuse me, sir, but you wanted the steak to be cooked medium well.

  G: So, you're telling me? You go and get your manager here.

  M: Good evening, sir. I'm the manager of the restaurant and this is my business card.

  G: Let me tell you something. I ordered the tenderloin medium well and it's well done. And your waitress tried to put the blame on me. Is this the way you treat us guests?

  M: (The manager asked the waitress to leave for some time.)

  I'm terribly sorry, sir. On behalf of the hotel, I apologize for what has happened. There might have been some misunderstanding. We should in no case blame any of our guests Shall I get another steak for you now? It'll be certainly on the house.

  G: I don't think it will agree with my stomach.

  M: Please be assured we'll look into the matter and our chef is very particular.

  G: I'd rather not have any steak now.

  M: Please try our smoked salmon if you don't mind.

  G: A11 right, but I want it within 15 minutes.

  M: Yes, sir. …… Sorry to have kept you waiting, sir. This is the salmon.

  G: Well, the salmon doesn't taste good. There is an unusual flavor.

  M: The salmon is smoked with coffee. It might taste of coffee.

  C: Ah, I see. There is a coffee-like flavor in the fish. Sorry, I should not have said anything negative about the fish.

  M: Never mind.

  Words and Expressions


  n. 鲈鱼


  v. & n.包装,打包


  v. 处理


  n. 投诉


  n. 腰部嫩肉,里脊肉


  a. 嫩的

  business card



  v. 致歉


  a. 偏生的


  a. 适中的


  v. 使确信


  a. 认真的


  a. 烟熏的


  n. 三文鱼


  n. 风味


  a. 否定的

  to complain about……


  to put blame on (sb.)


  on behalf of……


  to apologize for


  in no case


  to be on the house


  to agree with……



  Complete the following:

  1. G: Hello, waiter!

  C1: Yes, can I help you?

  G: The fish is too __________. You should go easy on salt.

  C1: I'm __________ to hear that. Shall we __________ for you?

  G: I'm afraid we don't think we can wait.

  C1: Just a moment, I'll call the __________ to settle the matter.

  C2: I'm David. Sorry to hear that you are not __________ with the fish. And you are pressed for time. Can we serve you a fruit? It's __________ the house.

  G: Well, we don't feel like __________. What we want is to __________ the fish to the kitchen.

  2. M: You asked to see me, Mr Black?

  G: Yes, I did. I'm quite unhappy here night.

  M: __________?

  G: My steak is too raw. I tried to tell your waiter, but he took no notice.

  M: I'm __________ sir. I'm sure the waiter didn't __________ to be rude.

  G: I hope not.

  M: There must be a __________, sir. I'll have the steak returned to the __________ right now.

  3. G: Hello, waitress!

  C: __________?

  G: What on earth are you doing here? The chicken is raw. I want it __________.

  C: Awfully sorry, sir. I do __________ for this. I'll send it back to the kitchen to have it __________.

  G: How __________ will it __________?

  C: About 15 minutes.

  G: I'm afraid we can't wait. We will hurry for the train.

  C: Could we __________ another dish for you? It'll take about 5 minutes. It is certainly __________ the hotel.

  G: No. Just ____________ the chicken and take it from our account.

  Put the followings into English:

  1. 我不想再吃肉了,因为我们吃得太多了。

  2. 我这就到厨房查看,如果还没烧,我就把这条鱼给退了。

  3. 对不起,这道菜已经烧了。根据饭店规定,菜烧下去了,就不好退了。

  4. 清蒸桂鱼太老了不好吃,上次鲈鱼没蒸熟,你这酒店是怎么回事?

  5. 这牛排老得像皮革,我要求另换一份。

  6. 我代表酒店对发生的一切表示歉意。

  7. 这里一定有误会,我来亲自过问此事。

  8. 对不起,让您久等了,我这就去厨房查看。

  9. 服务员并没有得罪您的意思,她只是听不懂您的话。

  10. 这道菜太咸了,你们就不能少放些盐?

  Put the following into Chinese:

  Customers' Rejects

  Wherever food is served, there will always be some rejects. These fall into two categories - the vocal and the silent. The first type tells you that the food does not taste good. The other leaves the dish practically untouched. Both need carefully handling.

  The guest who tells you he is displeased is giving you a second chance. Make the most of it. Don't tell him you did not cook the food. That constitutes plain and simple buck passing. It never placates the patron.

  Reading Material


  Hotel staff, like people working in other service businesses, are bound to receive complaints and criticisms as well as compliments and commendations. Some of the complaints and criticisms are well justified and very constructive. They are perfect reminders of the areas of a hotel service that still leaves something to be desired. Other complaints are just results of fastidious and difficult personalities. People who make complaints and criticisms can be friendly and reasonable, and they can also be rude and abusive. No matter how the person behaves, the hotel staff should always try to be nice to him. An argument with the guest is the most undesirable thing that can happen to a staff member and the hotel.

  In handling complaints, the hotel staff should always be polite and helpful. He/She should always be ready to lend an attentive ear to what the guest has to say and always hear the guest out. He/She must not interrupt the guest unless necessary. It is also advisable for him/her to jot down what the guest has said. He/She should then make a short apology and express his/her understanding of the guest's situation or sympathy with the guest. Only when he/she puts himself/herself in the guest's shoes can he/she look at the problem from the other person's perspective. And only when the staff member can look at the guest's problem in the guest's way can he/she be ready to sympathize with the guest. After that, the staff member should take actions quickly to remove the complaint, either by making polite, patient and detailed explanations, or making swift, effective corrections and remedies, or reporting the complaint to a superior. But whatever he/she intends to do, he must keep the guest informed of the measures or actions he/she plans to take and when he/she will carry them out.

  It is not at all easy to be always nice to the guest, especially when the guest is unfriendly and rude, even abusive. But the success of any business in the hospitality industry depends on people-pleasers. With good training and a lot of practical experience with guests everyone can master the art of being nice to guests. Just keep one thing in mind, that is, a dissatisfied guest means a loss of potential future business while a pleased guest leaves the hotel with a warm memory of the hospitality he has enjoyed and an inclination to repeat his visit to the hotel.


  1. How, should the hotel staff handle complaints?

  2. How do you understand “A dissatisfied guest means a loss of potential future business”?

  3. How do you value guests' complaints?

  4. Retell the text.

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