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英国兼职学习之——怎么当一个好的英早服务员

Authors
  • avatar
    Name
    Joy Peng
    Twitter

Introduction

第一天observe的时候发现了自己在诸多方面有不足，包括语言、文化和工作流程等。这篇博文将总结我在英式早餐服务中的学习经验，希望能够帮助自己更快适应兼职工作。

接待全流程及常用表达

迎接客人 (Greeting Guests)

  • 基本问候："Good morning! Welcome to Hazelbank. How many of you are dining today?"
  • 带位："Right this way, please. Would you prefer a table or a booth?"
  • 询问偏好："Can I get you started with some coffee or tea while you look over the menu?"

接受订单 (Taking Orders)

  • 询问准备好点餐没有："Are you ready to order, or would you like a few more minutes?"
  • 确认订单："Would you like the eggs fried or scrambled?"
  • 对特殊需求询问："Do you have any dietary restrictions or allergies we should know about?"

在客人点完单后进行确认的方式：

  • 简单确认："Just to confirm, you’d like the full English with scrambled eggs and no tomatoes, is that correct?"
  • 详细确认："So, I have your order as a full English breakfast with fried eggs, sausage, bacon, mushrooms, no beans, and toast. Did I get everything right?"

TIP

Full English Breakfast，也就是全英式早餐，通常包括以下几个部分：

  • Egg 蛋：客人可以选择煎蛋、炒蛋或者水煮蛋。
  • Meat 肉类：包括香肠（Sausages）和培根（Bacon）。
  • Bread 面包：通常是烤面包（Toast）或者炸面包（Fried Bread）。
  • Mushroom 蘑菇：煎蘑菇。
  • Tomatoes 西红柿：通常是烤或煎西红柿。
  • Beans 豆子：烘焙豆（Baked Beans）。
  • Black pudding 黑布丁：一种含血肠的英式香肠。
  • Potatoes 土豆：有时包括炒土豆或者土豆饼（Hash Browns）。
  • 友好确认："Let me make sure I've got everything correct for your breakfast: a full English with poached eggs and extra bacon. Does that sound good?"

服务中 (During Service)

  • 询问是否需要添加饮料："Can I top up your coffee?"
  • 提供帮助："Is there anything else I can bring you at the moment?"
  • 确认满意度："How is everything tasting? Can I get you anything else?"

清理桌子 (Clearing the Table)

  • 询问是否可以收盘："May I clear your plate, or are you still working on it?"
  • 收盘后的问候："Did you enjoy your meal? Can I get you anything else, perhaps some more tea?"

结束用餐 (Concluding the Meal)

  • 询问是否需要甜点或咖啡："Can I interest you in some dessert or perhaps a coffee to finish?"
  • 提供账单："Whenever you're ready, no rush at all."
  • 送别："Thank you for dining with us today. Have a great day!"

其他有用的表达 (Miscellaneous Useful Phrases)

  • 应对投诉："I'm terribly sorry to hear that. Let me fix that for you right away."
  • 确认信息："Just to confirm, you would like the full English with no mushrooms, correct?"

客人说谢谢时的回应

  1. 基本的回应

    "You're welcome!"（不客气！） "My pleasure!"（乐意效劳！） "Anytime!"（随时为您服务！）

  2. 服务过程中

当服务过程中，如送餐后或帮忙解决问题后，客人说谢谢时：

"I'm glad I could help. Enjoy your meal!"（很高兴能帮助到您。请享用您的餐点！） "Of course, if you need anything else, just let me know."（当然，如果您需要其他帮助，请随时告诉我。）

  1. 客人离开时

当客人用餐结束准备离开时：

"Thank you for coming in. Have a great day!"（感谢您的光临。祝您有美好的一天！） "We hope to see you again soon!"（希望不久后能再次见到您！）

  1. 客人提出表扬时

如果客人对服务或食物表达赞赏：

"Thank you so much, we really appreciate your feedback!"（非常感谢，我们非常珍视您的反馈！） "I'm delighted to hear you enjoyed it. Thank you!"（很高兴听您这么说，谢谢！）

  1. 解决客人问题后

当客人对你解决问题表达感谢时：

"It was no trouble at all, I'm here to help!"（这不算什么，我在这里就是为了帮助您！） "I'm glad we could resolve that for you!"（很高兴我们能为您解决这个问题！）