普通預定: Simple Reservation 宴會預定: Banquet Reservation
團體包餐預定: Group Reservation 外賣服務: Delivery Service
電話預定: Telephone 來店預定: Spot/Talk
信函預定: Mail 傳真預定: Fax 電傳預定:Telex
客人姓名: Guest Name 單位名稱: Name of Group
登記編號: Code 聯系電話/地址: Telephone Number/ Address
就餐人數: Number of Guests 預定就餐時間: Sit-down Time
包房: Private Room 餐位/價格: Table/price
特殊要求: Special Acquirements 折扣優惠: Discount
付款方式: Payment 餐位保留時間: Cut-off Time
取消預定的規定: Reservation Amendments/Cancellation
1、接聽: good morning/afternoon/evening! This is Ascot Cafe. May I help you?
? ? ? ? ?Sorry to have kept you waiting.
2、查詢: 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、溝通: Thank you for calling. We look forward to having you with us.
R=Reservation Clerk: 預定服務員 G=Guest: 顧客
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?
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（高峰時段）, we only can keep your table for half an hour. That means you should come before 7:45. We look forward to welcoming you.
G: Hello! Do you deliver lunch boxes? 你好！請問你們送外賣盒飯嗎？
R: Yes, we do. What can I do for you?
G: What do you have? 能否介紹一下有什么菜式？
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. 肉蛋類有：白切雞，豉油雞、回鍋肉、清蒸草魚、茄汁排骨、叉燒、燒鵝、油泡牛肉、煎蛋、咸蛋、鹵水蛋。蔬菜有：白菜、菜心、莧菜、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份盒飯，要白切雞、煎蛋和白菜。一共多少錢？
R: Each is eight yuan, the total is eighty yuan. Where should I take to?
G: Room 1009, Commercial Building（商業大廈）. How long does it take to deliver?
R: You will have them in 20 minutes.
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（比較安靜） 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（寬敞）. And we offer free fruit juice after 8:30.
G: Fine. I change the time to 8:30.
May I have your name, please?
G: It’s Smith.
R: Thank you very much, Mr. Smith. Bye.