北京市版权局著作权合同登记号图字：01-2021-1543 . licensed by ELI s.r.l, Italy — ELI Publishing. www.elionline.com Author: Catrin E. Morris The English adaptation rights arranged through Rightol Media. （本书英文改编版版权经由锐拓传媒取得） 版权所有，侵权必究。举报：010-62782989，beiqinquan@tup.tsinghua.edu.cn。 图书在版编目（CIP）数据 烹饪、餐饮与接待英语 /姜宏总主编；李维维主编.—北京：清华大学出版社，2021.4 新时代行业英语系列教材 ISBN 978-7-302-57794-2Ⅰ.①烹… Ⅱ.①姜… ②李… Ⅲ.①烹饪 -英语-高等职业教育-教材②饮食业-英语-高等职业教育-教材 ③服务业-英语-高等职业教育-教材 Ⅳ. ①TS972.1②F719 中国版本图书馆 CIP数据核字（2021）第 055433号 策划编辑：刘细珍 责任编辑：刘细珍 封面设计：子　一 责任校对：王凤芝 责任印制：丛怀宇 出版发行：清华大学出版社 网 址：http://www.tup.com.cn， http://www.wqbook.com 地 址：北京清华大学学研大厦 A座邮 编： 100084 社总机： 010-62770175邮 购： 010-62786544 投稿与读者服务： 010-62776969，c-service@tup.tsinghua.edu.cn 质量反馈： 010-62772015，zhiliang@tup.tsinghua.edu.cn 印装者：北京博海升彩色印刷有限公司 经 销：全国新华书店 开 本： 210mm×285mm印 张： 8.75字 数： 207千字 版 次： 2021年 4月第 1版印 次： 2021年 4月第 1次印刷 定 价： 55.00元 产品编号：091253-01 序序 在经济全球化和国际交往日益频繁的今天，无论是作为个人还是组织的一员，参与国际交流 与合作都需要具备良好的外语沟通能力和扎实的专业技术能力。高职院校承担着培养具有全球竞争 力的高端技术人才的使命，需要探索如何有效地培养学生的行业外语能力。行业外语教学一直是职 业院校的短板，缺少合适的教材是其中一个主要原因。目前，国内大多数高职院校在第一学年开设 公共英语课程，所用教材多为通用英语教材，其主题与学生所学专业的关联度总体较低；部分院校 自主开发的行业英语教材，在专业内容的系统性、语言表达的准确性等方面存在诸多不足；还有部 分院校直接采用国外原版的大学本科或研究生教材，但这些教材学术性和专业性太强，对以就业为 导向的高职院校学生来说，十分晦涩难懂。 清华大学出版社从欧洲引进原版素材并组织国内一线行业英语教师改编的这套“新时代行业 英语系列教材”，以提升学生职业英语能力为目标，服务师生教与学。本套教材具有如下特点： 一、编写理念突出全球化和国际化 本套教材在欧洲原版引进优质资源的基础上改编而成，全球化视角选材，结合行业领域和单 元主题，关注环境保护、人口老龄化、贫困等时代难题，培养学生的国际视野和世界公民素养。单 元主题、板块编排和练习设计与国际接轨，体现国际规范和国际标准，且反映全球行业发展动态和 前景，帮助学生全面了解全球行业现状和掌握国际操作流程，夯实行业知识体系。 二、编写目标注重培养学生使用英语完成工作任务的实际应用能力 为响应高职院校外语教学改革号召，培养具有国际竞争力的高端技术人才，将外语教学目标 由原来的语言能力导向转变为职业能力导向，本套教材通过听、说、读、写、译等基本语言技能 训练，让学生完成不同行业领域的工作任务，将英语放到职场的背景中来学，放到员工的岗位职 责、工作流程中来学。 三、结构与内容紧扣行业领域的职场情境和核心业务 本套教材围绕行业核心概念和业务组织教学单元，不同单元相互关联，内容由浅入深、由易 到难，循序渐进；教材各单元主题契合行业典型工作场景，内容反映职业岗位核心业务知识与流 程。每本教材根据内容设置 8至 10个单元，用多种形式的语言训练任务提升学生对行业知识的理 解与应用。 序i 四、资源立体多样，方便师生教与学四、资源立体多样，方便师生教与学 本套教材图文并茂。通过改编，在原版教材基础上每个单元增加了学习目标，明确了学生在完 成各单元学习后应该达到的知识和能力水平；增加了重点词汇中文注释和专业术语表，便于学生准 确理解行业核心概念；听力练习和阅读篇章均配有音频，并借助二维码扫码听音的形式呈现，实现 教材的立体化，方便学生学习；习题安排契合单元的主题内容，便于检测单元学习目标的实现 程度。教材另配有电子课件和习题答案，方便教师备课与授课。教师可以征订教材后联系出版社 索取。 本套教材共 10 本，包括《护理英语》《机电英语》《建筑工程英语》《运输与物流英语》 《烹饪、餐饮与接待英语》《旅游英语》《银行与金融英语》《市场营销与广告英语》《商务英语》 《商务会谈英语》，涵盖医药卫生、机电设备、土木建筑、交通运输、旅游、财经商贸等六大类专 业。建议高职院校结合本校人才培养目标，开设相应课程。 本套教材适合作为高职院校学生的行业英语教材，也适合相关行业从业人员作为培训或自学 教材。 姜宏 2021年3月31日 烹饪、餐饮与接待英语 前言前言 进入21世纪以来，全球经济开始复苏、发展迅速。酒店和餐饮业无论在国际还是国内都在蓬 勃发展；其薪金与社会福利收入较一般传统行业有一定优势；酒店与餐饮相关专业的毕业生在就业 方面也有着极大保障。全球很多著名大学开设有酒店管理专业。餐饮服务业作为我国GDP增长的重 要动力之一，其高速的增长态势及良好的发展势头，亦成为众多创业者和投资人关注的焦点。餐饮 服务业又是劳动密集型产业，在解决劳动就业方面有着非常重要的作用。可以看到中国餐饮服务业 迎来发展的黄金时期。本书旨在为蓬勃发展的祖国酒店业餐饮业贡献绵薄之力，为将来从事各类酒 店、饭店、宾馆的前厅、客房、餐饮、康乐、会议等部门基本服务工作的学生和国际美食爱好者提 供实用地道的专业基础知识和行业英语综合表达技能训练。 在本书的学习中，学生将了解餐饮业概况、员工组成、食材与烹饪、菜单设计、食品安全与 营养卫生、后厨备餐与餐厅服务技术、国际美食与烹饪、休闲吧、酒店前台接待、问题与投诉等专 业核心概念和部门业务；熟悉宾馆酒店后厨、餐厅、前台接待、休闲吧等典型行业工作场景；掌握 相应行业工作场景服务所需要的核心英语听说读写技能。 本书采用彩色印刷，图文并茂，趣味性和知识性并重。全书共有10个单元，收录了酒店业餐 饮服务业的基本场景。四栏式目录页为读者快速查阅各单元涉及的场景、业务技能和语言技能提供 了清晰的指引。 真诚祝愿大家学有所成！ 编者 2021年3月1日 前言 iii Contents Unit Topic p. 2 p. 50 p. 12 p. 24 p. 38 An Introduction to the Catering Industry Safety and Nutrition The Restaurant: Meeting the Staff Different Foods, Different Cooking Methods Preparing the Menu Vocabulary . Categories of catering . Venues . Services . Types of catering outlets . Kitchen staff . Front-ofhouse staff . Food . Nutrients . Cooking techniques . Dishes . Courses . Types of menus . HACCP . Eating disorders . Diets Skills Reading: about the catering industry and different types of restaurants Listening and Speaking: ordering and serving in different types of catering outlets Writing: completing a catering survey and an entry for an online guide Reading: about roles and responsibilities of kitchen and front-of-house staff Listening and Speaking: exchanging information at a restaurant Writing: job profiles Reading: about food and classifying it according to its nutrients; about cooking techniques Listening and Speaking: exchanging information about ingredients and nutrition; following recipes Writing: a recipe Reading: about different types of pastry; about what makes a good menu; labelling the different parts of a menu Listening and Speaking: ordering/taking an order from a menu; comparing different menus Writing: a menu Reading: about kitchen safety; HACCP; eating disorders Listening and Speaking: a flow chart; food safety hazards and measures required; a healthy teenage diet Writing: a short text about eating disorders iv 烹饪、餐饮与接待英语 Unit Topic 961078p. 104 p. 64 p. 76 p. 90 p. 118 At the Reception Serving Techniques Problems and Complaints International Cooking At the Bar Vocabulary . Different service techniques . Types of crockery, cutlery and serving plates/ dishes . Ingredients . Cooking techniques . Customs and traditions . Types of bar . Drinks . Equipment . A receptionist’s duties and responsibilities . Hotel services and amenities . Making complaints . Explaining problems . Apologising . Offering solutions Skills Reading: about the advantages and disadvantages of different service techniques; doing a quiz about service rules; kitchen staff personal hygiene Listening and Speaking: prioritising a server’s duties; general rules of serving food; presenting customers with the bill Writing: about which type of service the student prefers Reading: about different nationality cuisines; scanning recipes for information Listening and Speaking: role playing a TV chef show, discussing ingredients and cooking techniques and creating a menu Writing: about foreign cuisine for a food website; about a famous Chinese cuisine Reading: different types of bars; identifying essential bar equipment and beverages; making a cocktail and smoothie Listening and Speaking: giving and taking orders at a bar; doing a bar inventory; making a presentation about famous tea houses around the world Writing: an email ordering new stock for the bar Reading: the role of a receptionist; hotel services and amenities brochure Listening and Speaking: asking for and giving directions of facilities in a hotel; checking out Writing: completing an online hotel booking form; writing an email to confirm a reservation Reading: about good customer service; rules for dealing with customer complaints; hotel reservation and feedback form Listening and Speaking: dealing with customer complaints Writing: completing a customer feedback form; writing an email of complaint Contents UNIT An Introduction to the Catering Industry 1 2烹饪、餐饮与接待英语 UNIT An Introduction to the Catering Industry 1 2烹饪、餐饮与接待英语 Unit 1 An Introduction to the Catering Industry 3 Learning Objectives Upon completion of the unit, students will be able to: . understand the definition of catering and grasp related words and expressions; . know about varied types of catering services; . recommend a particular catering service in respect to cost, atmosphere, service, food and drink, and suggest the best dishes. Unit 1 An Introduction to the Catering Industry 3 Learning Objectives Upon completion of the unit, students will be able to: . understand the definition of catering and grasp related words and expressions; . know about varied types of catering services; . recommend a particular catering service in respect to cost, atmosphere, service, food and drink, and suggest the best dishes. Starting Off Starting Off 1 Work in pairs. Complete this catering survey about the area you live in. Catering survey (Please tick your answers) . What kind of restaurants are available in your area? à la carte gourmet table d’h.te specialist (please specify) ________________ ethnic (please specify) ________________ fast food outlets (please specify) ________________ other (please specify) ________________ . Is the service good? Yes, usually. Not always. Sometimes. Not usually. . How much does an average meal cost? ______________________________________________________________ . Are they easy to reach using public transport? Yes, they are. Yes, some are. No, they aren’t. . Are there many cafés, bars and pubs available in your area? Yes, there are. No, there aren’t. . What is good about them? cost atmosphere service food and drink other (please specify) _______________ . What could be improved in them? cost atmosphere service food and drink other (please specify) _______________ . Where would you recommend having an eat-in meal in your area and why? _________________________________ . Where would you recommend purchasing a takeaway meal in your area and why? _____________________________ . What catering services do you think are missing in your area? ____________________________________________ Reading 1 Catering is the provision of food and drink and it is divided into two basic sectors: commercial businesses, where the main aim is to make a profit, and noncommercial businesses (welfare), where the main aim is to provide a non-profit-making social service. Commercial catering is usually found in hotels, restaurants, pubs, bars, cafés or fast food outlets, where you can eat in or take away the food and beverages you buy. But commercial catering can also be found in the transport industry in places such as railway stations, airports or motorway service stations and on ships and trains, where the place you eat is called a buffet car and offers self-service, or on aeroplanes, where on the other hand there is waiter service provided by the cabin crew. In other words, whenever people travel any distance for work or pleasure, they are able to eat and drink thanks to the catering service provided. 4烹饪、餐饮与接待英语 Catering at private events, such as social events or gatherings and wedding receptions, or public events including rock concerts or football matches is also considered commercial. Welfare catering ranges from providing food for workers at a subsidised price in factory or office block canteens, to catering in hospitals, schools or prisons, where people pay nothing or very little for the service. MY GLOSSARY catering n.（会议或社交活动的）饮食服 务，酒席承办 welfare n.（个体或群体的）幸福，安全与 健康; （政府给予的）福利 outlet n.专营店；折扣品经销店 beverage n.饮料 buffet n.（火车）饮食柜台；自 助餐；（车站）快餐部 reception n.接待仪式，欢迎会，招待会；接 待处，接待区 subsidise v.补助，给……发津贴，资助 canteen n.食堂，餐厅 2 Decide if the sentences about catering are true (T ) or false (F ). TF 1) Catering is providing people with food and drink. 2) The term “catering” is only used for social situations like parties. 3) You find catering services only in hotels, restaurants or cafés. Unit 1 An Introduction to the Catering Industry 5 3 Read the text again and match the words or phrases with the pictures. canteen fast food outlet buffet car service station self-service waiter service 1) 3) canteen2) 4) 5) 6) 4 Complete the table with information from the text. Type of catering Type of venues Type of service commercial catering 3) _______________ 4) _______________ 5) _______________ 6) _______________ 7) _______________ 8) _______________ takeaway 11) _____________ self-service 12) _____________ 1) _____________ factory or office block canteens hospitals 9) _______________ 10)______________ 2) _____________ buffet car service station 6烹饪、餐饮与接待英语 5 Complete the sentences with the correct form of the words from the text. bar beverages café eat in profit provision reception takeaway subsidised 1) It’s really expensive to eat in at our local restaurant because you have to pay a service charge. 2) The wedding _____________ was held in a beautiful setting by the sea. 3) We’re meeting in the _____________ tonight for cocktails at 7 p.m. 4) I love meeting my friends in a _____________ and chatting over a cup of coffee. 5) We would like to inform passengers that we will shortly be passing through the first class cabins of this train serving hot and cold snacks and _____________. 6) Let’s get a _____________ tonight, I don’t feel like cooking. 7) Companies that run to help others and not to make money are non-_____________-making. 8) Nowadays a lot of children in the UK have free or _____________ school meals because their families can’t pay for them. 9) When there are wars or natural disasters, organisations like the Red Cross are responsible for the _____________ of emergency aid. 6 Listen to the conversations. Decide where the people are and what the relationship between the people is (friends, colleagues, customer and waiter/waitress, customer and server, cabin staff and passenger, etc.). Venue Relationship Conversation 1 restaurant Conversation 2 customer and server Conversation 3 Conversation 4 Listening Unit 1 An Introduction to the Catering Industry 7 7 Read the conversation in a café between a waiter and a customer and complete it with the expressions from the box. Then listen and check your answers. can you tell me could I have I’d like I’ll have just ready to order would you like still or sparkling we have two options yes, of course Waiter: Are you (1) ready to order ? Customer: Yes. (2) _______________ what today’s specials are, please? Waiter: (3) _______________, a vegetarian pasta bake and a warm bacon and tomato salad. Customer: Mmm! (4) ______________ the warm bacon and tomato salad, please. Waiter: (5) _______________ some bread with that? Customer: (6)_______________ some garlic bread, please? Waiter: (7)_______________! What would you like to drink with your meal? Customer: (8)_______________ water, please. Waiter: (9)_______________? Customer: (10)_______________ sparkling water, please. Speaking 8 Role play similar conversations in a fast food outlet and on an aeroplane. Use the conversations in Exercises 6 and 7 to help you. Conversation 1 Student A: You are a fast food outlet server. Student B: You are a customer. Conversation 2 Student B: You are cabin staff on an aeroplane. Student A: You are a passenger. 8烹饪、餐饮与接待英语 Reading 2Reading 2 Businesses focusing on providing catering services are varied and multiple. Restaurants offer customers a range of food, drink and service options. At the high end of the market there are à la carte restaurants, so-called because of the type of menu which lists and prices all items individually and prepares dishes to order. Service is generally of a very high standard with waiters/waitresses as well as specialist bar staff and wine waiters and the atmosphere is formal. Within this category, gourmet restaurants are the most expensive, reflecting the high quality of food and beverages and the fact they often have recommendations from important food critics and organisations, which are highly prized. Table d’h.te menu restaurants with fixed-priced menus, a set number of courses with choices within each course, are a cheaper alternative. Items on the menu are ready at the same time, rather than made to order. This kind of restaurant is often family-run with a more informal atmosphere. Examples of specialty restaurants are steakhouses, seafood or vegetarian restaurants. There are also ethnic restaurants providing food and drink from a particular country. The most widespread of these are Italian, Indian and Chinese restaurants. Both ethnic and speciality restaurants can have either an à la carte, table d’h.te or a combination of both kinds of menus. Nowadays, many restaurants are part of a regional, national or international chain, so menus, service, ambiance and cost are unified and you know exactly what to expect. This is particularly true of fast food outlets, many of which specialise in a particular type or region of cuisine and prepare food which is served and eaten quickly. These can either be eat-in restaurants, which are mostly self-service, or takeaway restaurants where you buy cooked food to eat somewhere else, or sometimes both. Examples include pizzerias, kebab or fish and chip shops. In addition to restaurants, cafés, coffee bars, bars and pubs also provide catering although the focus may be more on drinking than eating. Cafés and coffee bars serve reasonably priced hot and cold drinks and light meals or snacks and are usually only open during the day. Bars and pubs are always open at night but increasingly they are serving food and drinks during the day too. In pubs the food is usually home-made and traditional, whereas bars tend to offer a European-style menu of salads and sandwiches. Unit 1 An Introduction to the Catering Industry 9 MY GLOSSARY varied adj.各种各样的，不相同的； 变化的，多变的 à la carte每道菜分别计价的，按 照菜单点菜的 atmosphere n.气氛,氛围; 大气层 formal adj.正式的；正规的 gourmet n.美食；美食家 critic n.批评家；评论家；挑剔的人 table d’h.te定餐的；套餐的 course n.一道菜；程课 alternative n.可供选择的事物 specialty h. & adj.特色菜，招牌菜；特色 的；专门的 vegetarian adj.素的；素食的 ethnic adj.民族特有的；种 族的 widespread adj.普遍的；广泛的 combination n.结合体；结合 ambiance n.环境；气氛；格调 unify v.统一；使成一体 cuisine n.（通常指昂贵的饭店中的） 饭菜，菜肴；烹饪；风味 pizzeria n.比萨饼店，比萨饼餐厅 kebab n.烤肉串 snack n.点心；小吃；快餐 MY GLOSSARY varied adj.各种各样的，不相同的； 变化的，多变的 à la carte每道菜分别计价的，按 照菜单点菜的 atmosphere n.气氛,氛围; 大气层 formal adj.正式的；正规的 gourmet n.美食；美食家 critic n.批评家；评论家；挑剔的人 table d’h.te定餐的；套餐的 course n.一道菜；程课 alternative n.可供选择的事物 specialty h. & adj.特色菜，招牌菜；特色 的；专门的 vegetarian adj.素的；素食的 ethnic adj.民族特有的；种 族的 widespread adj.普遍的；广泛的 combination n.结合体；结合 ambiance n.环境；气氛；格调 unify v.统一；使成一体 cuisine n.（通常指昂贵的饭店中的） 饭菜，菜肴；烹饪；风味 pizzeria n.比萨饼店，比萨饼餐厅 kebab n.烤肉串 snack n.点心；小吃；快餐 9 Find the words in the text and decide what type of words (e.g. noun, verb, etc.) they are. Then match them with their correct definitions a–g. 1) cater a very correct and suitable for official or important occasions 2) vary b to provide food and drinks for a social event 3) multiple c a person who expresses opinions about the good and bad qualities of books, music, etc. 4) option d to show or be a sign of the nature of sth. 5) formal e to be different from each other in size, shape, etc. 6) reflect f something that you can choose to have or do, the freedom to choose what you do 7) critics g many in number 10The reading passage has 5 paragraphs. Label them with letters A–E. Then decide which paragraph contains the following information. □ A family operated restaurant has an informal atmosphere. □ The restaurant with a very high-standard service has a formal atmosphere. □ The restaurant provides food from a particular country. □ The restaurant focuses on providing drinking more than eating. □ Food in the restaurant is served and eaten quickly. 10烹饪、餐饮与接待英语 Writing Writing 11 Use the information collected in Starting Off to write a short entry for an online guide about the catering services available in your area. Include a general introduction and some specific recommendations. You could give marks for cost, atmosphere, service, food and drink, and suggest the best dishes to try. Catering in my area is very varied... Unit 1 An Introduction to the Catering Industry 11 UNIT 2The Restaurant: Meeting the Staff 12烹饪、餐饮与接待英语 UNIT 2The Restaurant: Meeting the Staff 12烹饪、餐饮与接待英语 Unit 2 The Restaurant: Meeting the Staff 13 Learning Objectives Upon completion of the unit, students will be able to: . distinguish different roles of a restaurant; . know about kitchen design; . understand the responsibilities of kitchen staff team and front-of-house team. Unit 2 The Restaurant: Meeting the Staff 13 Learning Objectives Upon completion of the unit, students will be able to: . distinguish different roles of a restaurant; . know about kitchen design; . understand the responsibilities of kitchen staff team and front-of-house team. Starting Off Starting Off 1 Listen to the conversation between a restaurant manager and a head chef about a kitchen design. Complete the diagram with the information you hear. Choose a correct answer for each question. A. main kitchen B. cold storage room C. dish-washing area D. storeroom E. service area F. cold preparation area 5)__________ 6)__________ 2)__________ 1)__________ 3)__________ 4)__________ 14 烹饪、餐饮与接待英语 Reading 1Reading 1 Kitchen staff teams depend on the type and size of a restaurant. The chef de cuisine, or head chef, manages the kitchen, gives directions on dish preparation, takes decisions about portions and service to the public and does the most difficult processes. They check materials, preparation times and methods, hygiene and correct functioning of equipment. They plan staff tasks and hours. They are responsible for apprentices, planning menus and buying raw materials. They supervise communication of orders and deliveries to the kitchen and restaurant and report to the food and beverage manager. Sous chefs are usually part of larger kitchens. They support the chef de cuisine and substitute him/her when absent. In particular, they supervise the use of raw materials, dishes and equipment; do some preparation and take charge of preserving and storing foods. They also check maintenance and hygiene of equipment and premises, as well as communication between the different kitchen sectors. The chef de partie substitutes the sous chef in smaller restaurants. They are technicians, who prepare the dishes, check the quality of raw materials and the maintenance and hygiene of the equipment and premises like the sous chefs. Besides that, they assign the tasks, coordinate their subordinates and manage orders and deliveries from suppliers. The final task they share with the chef de cuisine when there is no sous chef, is trying new dishes or different preparation techniques and new equipment if necessary. Finally, there are commis chefs, who work at an operational level. They usually take care of meal preparation, organise basic ingredients and carry out simple activities during the preparation of dishes. They must also check quality of products, quantity of food and correct functioning of equipment. MY GLOSSARY chef de cuisine主厨 portion n.（食物的）一份；部分 hygiene n.卫生 apprentice n.学徒，徒弟 supervise v.监督；主管 sous chef n.副厨；副厨师长 substitute v.代替；取代 absent adj.缺席；不在 take charge of接管负责 preserve v.贮存；保鲜；保护，维护；保 留 store v.贮藏；保存 maintenance n.维护；保养 premises n.（企业的）房屋建筑及附 属场地，营业场所 chef de partie厨师主管；西厨领班 technician n.技术员；技师 assign v.分派，布置（工作、任务等）； 指定，指派 coordinate v.使协调；使相配合 subordinate n.下属，下级 commis chef助理厨师 ingredient n.（尤指烹饪）原料；成分 Unit 2 The Restaurant: Meeting the Staff 15 2 Put these restaurant kitchen staff jobs in order from the most senior to the most junior position. □ chef de cuisine □ sous chef □ commis chef □ chef de partie 3 Who do you think the chef de cuisine reports to? Read the text again and check your answer. 4 Read the text again and choose the correct answer. 1) __________ are the decisive elements of the kitchen staff team. A. Food and drink of a restaurant B. Menu and dishes of a restaurant C. Type and size of a restaurant D. Surroundings and atmosphere of a restaurant 2) __________ gives directions on dish preparation. A. Restaurant manager B. Chef de cuisine C. Sous chef D. Chef de partie 3) __________ checks hygiene and preparation times and methods. A. Commis chef B. Chef de cuisine C. Sous chef D. Chef de partie 4) Staff tasks and hours are planned by _____________. A. commis chef B. sous chef C. chef de cuisine D. chef de partie 5) When the chef de cuisine is absent,____________substitutes him/her. A. commis chef B. sous chef C. chef de cuisine D. chef de partie 16烹饪、餐饮与接待英语 6) In larger restaurants, _________ checks hygiene of equipments and premises. A. commis chef B. sous chef C. chef de cuisine D. chef de partie 7) In smaller restaurants, _________ prepares the dishes, check the quality of raw materials. A. commis chef B. sous chef C. chef de cuisine D. chef de partie 8) The chef de cuisine works together with __________ trying new dishes when there is no sous chef. A. commis chef B. sous chef C. chef de cuisine D. chef de partie 5 Match the photos with the activities from the text. 1) □ buying raw materials 2) □ giving directions 3) □ planning menus 4) □ preparing dishes DA B C Unit 2 The Restaurant: Meeting the Staff 17 6 Read the text again. Complete the diagram with the additional tasks for each role. Start from the inside and work out! ___________ chef takes care of ___________ preparation organises basic ___________ carries out ___________ activities checks ___________ and ___________ of food checks correct functioning of ___________ Chef de ___________ checks ___________ and ___________ of equipment and premises assigns ___________, coordinates ___________ manages ___________ and ___________ from suppliers promotes new dishes and ___________ promotes new ___________ ___________ chef ___________ the chef de cuisine and substitutes him/her when ___________ preserves and stores ___________ checks ___________ between the different kitchen ___________ Chef de ___________ manages the ___________ gives ___________ on ___________ preparation takes ___________ about ___________ and service to the ___________ does the most ___________ processes checks ___________, preparation ___________ and methods plans staff ___________ and ___________ is responsible for ___________, planning ___________ and buying ___________ materials supervises ___________ of orders and ___________ to the ___________ and restaurant 18烹饪、餐饮与接待英语 Listening Listening 7 Complete the conversations below between customers and different frontof- house staff with the expressions from the box. Then listen and check your answers. Conversation 1 booked a table for two I’ll call you Madam what’s your name would you like to have Hostess: Good evening (1) Madam . Good evening Sir. Man and woman: Good evening. Hostess: Have you (2) _____________? Man: Yes, we booked a table (3) ___________________. Hostess: (4) __________________, Sir? Man: Mr Kilburn. Hostess: (5) _______________________ a drink at the bar and (6) _______________________ when your table is ready? Man and woman: Thank you. Conversation 2 you’re welcome a glass of dry white some drinks take a seat I’ll have Bartender: Good evening. Would you like to order (7) some drinks ? Woman: Yes, please. I’ll have (8) ______________________ wine, please. Man: And (9) __________________ a pint of lager, please. Bartender: Please (10) ________________ and I’ll bring your drinks over. Man and woman: Thank you. Bartender: (11) _____________________. Conversation 3 meat dishes recommend the fish there is a very good we’d prefer Woman: What would you (12) recommend ? Wine waiter: Well, if you are having (13) __________________ I recommend a white wine like Sauvignon Blanc. Unit 2 The Restaurant: Meeting the Staff 19 Man: No, I think we’re both having (14) __________________. Wine waiter: In that case, (15) _______________ Merlot or a Shiraz. Woman: (16) ___________________ the Merlot, please. Conversation 4 here are the menus to take your orders your table is ready Hostess: (17) Your table is ready . Would you like to follow me? Man and woman: Thank you. Hostess: (18) ________________. The waiter will be here (19) ________________ as soon as you are ready. Speaking 8 Look at the information below and role play similar conversations in a restaurant. Use the conversations in Exercise 7 to help you. Conversation 1 Student A: You are a host/hostess — there are no free tables so ask the customer to wait at the bar. Student B: You are a customer — you booked a table for four at 8 p.m. Conversation 2 Student A: You are a customer — you want a glass of mineral water. Student B: You are a bartender — ask if the customer wants still or sparkling water. Conversation 3 Student A: You are a customer — ask the wine waiter to recommend some wine. You want to eat fish. Student B: You are a wine waiter — recommend two red wines, then two white wines. Conversation 4 Student A: You are a waiter/waitress — invite the customer to follow you to the table and ask if he/she is ready to order. Student B: You are a customer — say you want to wait for your friends to arrive. 20烹饪、餐饮与接待英语 Reading 2Reading 2 The kitchen staff team plays a vital role in ensuring that diners enjoy their food, but it is the front-of-house team who interact directly with customers and determine whether they enjoy their culinary experience. To do this, they need to be polite, friendly, helpful and skilful. In hotels or important restaurants there is often a maitre d’hotel, responsible for managing bookings, finding tables for customers, assigning serving areas to waiting staff and supervising their work as well as dealing with any customer complaints. The head waiter is second in command and supervises service in a particular area of a restaurant, but in smaller restaurants carries out the tasks of the maitre d’hotel. The captain, also called the chef de rang, is usually responsible for running one area of the restaurant and supervising the work of two or three staff members. In particular the communication between the kitchen and the front-of-house, allocating tasks and monitoring service. Waiters/Waitresses serve the customers during their meal by taking orders, setting the tables and bringing out food when it is ready. In addition in larger restaurants there are busboys and busgirls, who do basic tasks such as clearing tables or bringing bread and water to the tables. There are also some specialist roles front-of-house. There is often a food and beverage manager who is responsible for the overall running of a restaurant: planning the menu with the chef de cuisine; creating the right atmosphere and ambiance; hiring staff; managing bookings; and meeting and greeting customers. This last task can also be the responsibility of a host/hostess, who takes bookings, welcomes customers to the restaurant and shows them to their tables. The wine waiter or sommelier, usually only present in more formal restaurants, is responsible for choosing wines, recommending and serving them to customers. The bartender prepares drinks for customers during their meal, giving them to the waiters to take to the tables. When there is no sommelier, the bartender may be responsible for a restaurant’s wine stock. Unit 2 The Restaurant: Meeting the Staff 21 MY GLOSSARY vital adj. 对……极重要的 ensure v. 保证，确保 interact v. 交流，沟通 culinary adj. 食物的，烹饪的 maitre d’hotel总管，餐厅领班 booking n. 预订 deal with处理 complaint n. 抱怨，埋怨；投诉，控告 command n. （给人或动物 的）命令 chef de rang前厅的侍应领班 allocate v. 分配……（给）；拨…… （给） monitor v. 监视；检查 sommelier n. 酒侍 present adj. 出现的，出席的 bartender n. 调酒师 MY GLOSSARY vital adj. 对……极重要的 ensure v. 保证，确保 interact v. 交流，沟通 culinary adj. 食物的，烹饪的 maitre d’hotel总管，餐厅领班 booking n. 预订 deal with处理 complaint n. 抱怨，埋怨；投诉，控告 command n. （给人或动物 的）命令 chef de rang前厅的侍应领班 allocate v. 分配……（给）；拨…… （给） monitor v. 监视；检查 sommelier n. 酒侍 present adj. 出现的，出席的 bartender n. 调酒师 9 Read the text about front-of-house staff and decide if the sentences below are true (T ) or false (F ). TF 1) Kitchen staff, not front-of-house staff, determine whether customers enjoy their culinary experience. 2) Front-of-house staff must be friendly and polite. 3) The maitre d’hotel is responsible for dealing with customer complaints. 4) All restaurants have a maitre d’hotel and a head waiter. 5) The captain is the manager or the owner of the restaurant. 6) The captain supervises communication between the kitchen and front-of-house. 7) Waiters and waitresses do not take orders from customers. 8) Busboys and busgirls clear tables and bring bread and water to the tables. 9) The restaurant manager or the host/hostess can manage bookings and greet customers. 10)The bartender is never responsible for choosing wines for a restaurant. 22烹饪、餐饮与接待英语 10 Read the passage again and complete the table with two major responsibilities for each role. The front-of-house team of a restaurant Role Responsibility one Responsibility two maitre d’hotel head waiter chef de rang busboys and busgirls food and beverage manager host/hostess wine waiter or sommelier bartender Writing 11 Write a short job description. Remember to write what the responsibilities are and who the person reports to, but do not write the job title so that your classmates have to guess which job you are describing. This person is responsible for... Unit 2 The Restaurant: Meeting the Staff 23 UNIT 3Different Foods, Diffe- rent Cooking Methods 24烹饪、餐饮与接待英语 UNIT 3Different Foods, Diffe- rent Cooking Methods 24烹饪、餐饮与接待英语 Unit 3 Different Foods, Different Cooking Methods 25 Learning Objectives Upon completion of the unit, students will be able to: . know about different nutrients contained in our everyday diets; . suggest healthy diets; . be familiar with various cooking methods and work out their own recipes. Unit 3 Different Foods, Different Cooking Methods 25 Learning Objectives Upon completion of the unit, students will be able to: . know about different nutrients contained in our everyday diets; . suggest healthy diets; . be familiar with various cooking methods and work out their own recipes. Starting Off Starting Off 1 Work in groups and complete the survey. Diet Survey Part I Everyday meal Foods Drinks Vegetables Fruits What do you usually have for breakfast? What do you usually have for lunch? What do you usually have for dinner? Part II What nutrition does each meal provide? breakfast lunch dinner Part III How to eat healthier? Your suggestions: 1. 2. 3. Use the information collected and report to the class. Do you think your group member has a healthy balanced diet? What do you think they should eat more or less of? 26烹饪、餐饮与接待英语 Reading 1Reading 1 We should eat a lot of fruits and vegetables, at least five portions a day, because they contain vitamins and minerals which are important to keep our body and mind healthy, and fibre, which helps digestion and makes us feel fuller so we eat less. Fruits and vegetables are also low in fat and calories so they help reduce the risks of heart disease, diabetes and obesity. A portion of fruits can be one apple, two kiwi, seven strawberries or one slice of melon. A portion of vegetables can be four tablespoons of spinach or green beans; three tablespoons of carrots, peas or sweetcorn; or a medium size tomato. We should also eat a lot of potatoes, bread, rice, pasta and other starchy foods because they contain carbohydrates, which give us energy, but also fibre, calcium and vitamin B. Some starchy foods are high in fat, but still healthier than fatty foods. Wholegrain varieties like brown rice, wholemeal bread and pasta are particularly healthy. Potatoes are vegetables, but are classified as starchy foods and they are better for us when the skins are left on and when boiled or cooked in low-fat oil. We need to eat some milk and dairy foods because things like cheese and yoghurt provide good sources of protein, which our bodies need for growth and repair, and even higher levels of calcium, vital for strong bones. The fat in dairy products is saturated and this can make us overweight and raise levels of cholesterol in the blood, increasing the risk of heart attacks and strokes. There are lots of healthier choices we can make, such as using low-fat milk and dairy products, using vegetable oil rather than butter and crème fra.che instead of cream in recipes. We should eat some meat, fish, eggs and pulses as they are full of protein, vitamins and minerals. Red meats like beef and lamb contain iron and vitamin B12, important for healthy blood, but they are high in saturated fats which are bad for us. It is important to buy lean meat, eat lower-fat white meats like turkey and chicken without the skin, avoid too much processed meat such as sausages and burgers, grill not fry food without adding fat and eat less meat. Fish is a good alternative protein as it is low-fat and contains fatty acids which prevent heart disease. Eggs too are good for protein and vitamins as are pulses, including beans, lentils and peas, which are cheap and low in fat, but high in protein, fibre, vitamins and minerals. We should only eat a little of foods and drinks high in fat and/or sugar. We need some fat in our Unit 3 Different Foods, Different Cooking Methods 27 diet, but too much can make us overweight. Saturated fat is particularly bad for us. Unsaturated fats, derived from vegetables, have the same calories but lower cholesterol so are healthier for us. They are found in nuts, vegetable and olive oils and fish like salmon and tuna. We should not eat too many fatty-sugary foods and drinks: cakes, biscuits, chocolate and soft drinks. These can cause tooth decay and obesity. Drink water, not sugary drinks; do not add sugar to food or drink; use fresh fruits not jam, marmalade or honey. It is a good idea to eat less salt, because it causes high blood pressure, heart disease and strokes, and use seasoning like black pepper, garlic and fresh herbs instead. Finally, avoid too much fast food. MY GLOSSARY mineral n.矿物质，矿物 fibre n.（食物中的）纤维素 obesity n.肥胖，肥胖症 starchy adj.含淀粉的 carbohydrate n.碳水化合物 calcium n.钙 dairy n.乳制的 source n.来源，出处 protein n.蛋白质 saturated adj.饱和的 cholesterol n.胆固醇 stroke n.中风 crème fra.che鲜浓奶油，生奶油（略带酸味） recipe n.食谱，菜谱 pulses n.豆类；豆果果实 iron n.铁 lean adj.脂肪少的 fatty acid脂肪酸 lentil n.小扁豆，扁豆 salmon n.鲑，大麻哈鱼，三文鱼 tuna n.金枪鱼 tooth decay蛀牙 marmalade n.橘子酱；酸果酱 seasoning n.调味品 herb n.药草；香草 2 Label the eatwell food plate with the different food categories. 1) milk and dairy foods 2) foods and drinks high in fat and/or sugar 3) fruits and vegetables 4) meat, fish, eggs, etc. 5) bread, other cereals and potatoes A B C D E 28烹饪、餐饮与接待英语 3 Read the text again and put the foods in the correct column according to their principal nutrient. Can you add any more of your own? Calcium Carbohydrates Fats & sugars milk, ________________ ____________________ ____________________ ____________________ ____________________ potatoes, ____________ ____________________ ____________________ ____________________ ____________________ cakes, ______________ ____________________ ____________________ ____________________ ____________________ Protein Vitamins & minerals beef, ___________________________ _______________________________ _______________________________ _______________________________ apple, __________________________ _______________________________ _______________________________ _______________________________ 4 Read the text again and complete the sentences below. 1) We should eat at least five portions of fruits and vegetables a day. 2) Fruits and vegetables are good for us because they are low in fat and ___________. 3) Carbohydrates like potatoes, bread, rice and pasta give us ___________. 4) The high levels of calcium in milk, cheese and yoghurt are vital for strong ___________. 5) ___________ fats from animals can make us overweight and cause higher cholesterol levels in our blood. 6) ___________ are full of iron, which we need for healthy blood. 7) ___________ are cheap, low in fat and high in protein. 8) ___________ fats from vegetables are healthier for us. 9) Fatty-sugary foods can cause tooth decay and ___________. 5 The reading passage has 5 paragraphs. Label them with letters A–E. Then decide which paragraph contains the following information. □ A mention of foods containing nutrients that are important for healthy blood. □ A reference of certain nutrient that makes us energetic. □ The reason why diseases like diabetes and obesity can be reduced. □ The reason why unsaturated fats are healthier for us. □ The risk of heart attacks and strokes will rise because of certain diets. Unit 3 Different Foods, Different Cooking Methods 29 6 Read the text again and choose the correct answer. 1) ___________________ is not the feature of fruits and vegetables. A. Low in fat B. Containing carbohydrates C. Containing fibres D. Containing vitamins and minerals 2) A portion of fruits can be ___________________. A. a melon B. some strawberries C. a medium size tomato D. four tablespoons of green beans 3) ___________________ provide us with calcium and vitamin B and fibre as well. A. Starchy foods B. Vegetables C. Dairy foods D. Meats 4) Cheese and yogurt ___________________. A. prevent heart disease B. help us lose weight C. make our bones strong D. make tooth decay 5) ___________________ are not high in saturated fats. A. Dairy products B. Beef and lamb C. Sausages and burgers D. Fish and eggs 6) Unsaturated fats are not rich in ___________________. A. milk and yogurt B. olive oil C. nuts D. salmon and tuna 30烹饪、餐饮与接待英语 Listening Listening 7 Complete this typical English recipe with the missing words, and then listen and check your answers. add bake boil chopped cut drain grated heat poach pour season sliced stir Fish Pie Preparation time: 45 minutes Cooking time: 30 minutes Ingredients 400 g skinless white fish 400 g skinless smoked fish 600 ml full-fat milk 1 small onion, (1) cut into four herbs 4 eggs (2) ____________ parsley 100 g butter 50 g plain flour 1 kg potatoes, peeled and evenly (3) ____________ 50 g (4) ____________ cheese Method (5) ____________ the fish in 500 ml of milk, together with the onion and the herbs for 8 minutes. When ready, remove the fish, (6) ____________ the milk, allowing it to cool and flake the fish into large pieces in the baking dish. (7) ____________ the eggs in water for 8 minutes. When ready, drain the eggs and let them cool in cold water. Then peel, slice and put them on top of the fish. (8) ____________ the chopped parsley. To make the sauce, melt half the butter in a pan, (9) ____________ in the flour and cook for 1 min over moderate heat. Remove the pan from the heat, (10) ____________ in a little of the cold poaching milk, then stir until blended. Continue to add the milk gradually, mixing well until you have a smooth sauce. Return it to the heat, bring to the boil and cook for 5 minutes, stirring continuously. Remove from the heat, (11) ____________ with salt, pepper and then pour over the fish. (12) ____________ the oven to 200°C/fan 180°C/gas mark 6. Boil the potatoes for 20 minutes. Drain, season and mash them with the remaining butter and milk. Put them on top of the pie, arranging them with a fork. Add the cheese and then (13) ____________ for 30 minutes. Unit 3 Different Foods, Different Cooking Methods 31 8 Reorder the recipe for cheesy grilled mushrooms. Then listen and check. Speaking Method a □ Blend together the mushroom stems, bread, herbs, garlic, salt and pepper. b □ Brush the top of the mushroom with olive oil and butter and grill for 4 minutes. c □ Remove from the grill, stuff with the blended mixture and grated cheese. d □ Return to the grill and cook for an additional 4 minutes. e □ Serve on a bed of fresh rocket with a vinaigrette dressing. f □ Wash four large flat mushrooms, cut off the stems and chop them finely. 9 Think about three recipes and dictate them to your group members. Do not tell them what your recipes are, but see if they can guess from the ingredients and the methods. The preparation time is about... The ingredients are... The cooking time is... The method is... Recipes32烹饪、餐饮与接待英语 Reading 2Mixed cooking technique recipes SARDINIAN STYLE OCTOPUS . Heat oil in a heavy-based casserole over a high heat. When the oil is just smoking, add the garlic bulb halves, cut-sides down, and the onions, and fry for 2-3 minutes. . Add the octopus pieces and stir-fry for 30 seconds, then reduce the heat to its lowest setting. . Squeeze over lemon juice and sprinkle bay leaves, thyme and peppercorns, then cover the pan with a lid and continue to cook for a further two minutes. . Continue cooking at a low heat for 1 hour and 45 minutes to 2 hours in the oven, until the octopus is tender. . Add the peas and continue to cook, uncovered, for 8-10 minutes. . Season, to taste, with salt and freshly ground black pepper and olive oil and sprinkle with wild fennel. CHICKEN CHASSEUR . Season chicken legs with salt and pepper. Heat olive oil in a lidded sauté pan or shallow casserole. Panfry the chicken over a medium-high heat, turning, until golden on both sides. Remove from the pan and keep to one side. . Add onions and mushrooms to the pan, stirring occasionally for 6-8 minutes. . Stir tomato purée and white wine and then pour in chicken stock. . Return the chicken to the pan and bring to a simmer. Place a lid on the pan and continue to cook, allowing the sauce to just simmer for about 1 hour in the oven. . To finish, skim the sauce of any further excess fat, then add tinned tomatoes. . Simmer, without the lid, for a further 2-3 minutes to soften and then scatter over the herbs. HONEYED CARROTS . Simmer the carrots in a large wide pan until just tender, about 15 minutes. Drain off all but a few tbsp of the cooking water, then add the honey and butter and season well. . Turn the carrots over the heat until glazed and golden. SPICED PEARS . In a food processor fitted with a steel blade, blend the lemons into a paste. . In a large saucepan, put the lemon paste along with the pears, sugar, vanilla, cinnamon sticks, ground cinnamon, and almonds. . Cover with a lid and stew over moderate-low heat for 40 minutes, mixing occasionally. . Discard the cinnamon sticks and serve the pears with double cream or crème fra.che. MY GLOSSARY casserole n.炖锅，砂锅 sprinkle v.撒；洒；把……撒（或洒） 在……上 bay leave 月桂树叶 thyme n.百里香（一种植物，叶小， 有香味，可作烹饪调味 品） ground adj.磨细的，磨碎的 wild fennel野生茴香 sauté v.嫩煎，炒 purée n.（用水果、熟 的蔬菜压成 的）酱，糊，泥 chicken stock鸡汤 drain off排空；放干 glazed adj.光滑的，有光泽的 paste n.酱；面团 cinnamon stick肉桂棒 stew v.炖；煨 discard v.丢弃 Unit 3 Different Foods, Different Cooking Methods 33 10Match the cooking techniques with their pictures and definitions. baking barbecuing boiling frying grilling microwaving poaching roasting sautéing steaming A frying B C D E A frying B C D E F G H I J 1) to cook food in hot oil or fat 2) to cook food in a liquid like water until it forms bubbles 3) to cook food on a device on a cooker that radiates heat from above the food 4) to cook food quickly using a device which passes electricity through it instead of using heat 5) to cook food with the hot wet substance produced when you heat water 6) to cook in an oven by dry heat without direct contact with a flame 7) to cook meat or vegetables in an oven in direct heat 8) to cook meat, fish or other food outside on a metal grill over an open fire or on a special appliance 9) to cook something in water, milk or another liquid that is boiling gently 10)to cook something quickly in a small amount of butter or oil 11 Match these four dishes with how you think you would prepare them. Then look at the recipes and check your answers. 1) Sardinian Style Octopus a stewed 2) Chicken Chasseur b glazed 3) Honeyed Carrots c casseroled 4) Spiced Pears d braised 34烹饪、餐饮与接待英语 12 Read the recipes again and write out a list of ingredients and techniques for each recipe. Recipe Ingredients Techniques Sardinian Style Octopus Chicken Chasseur Honeyed Carrots Spiced Pears 13 Look at the ingredients of this typical British rhubarb crumble and cream recipe and complete the preparation method with the right words. Ingredients For the filling For the crumble mixture . 700 g rhubarb, chopped into 2.5 cm pieces . 250 g cold unsalted butter, cut into small chunks . 2 tbsp golden caster sugar, plus extra to sprinkle . 400 g plain flour . . lemon, juice only . 200 g golden caster sugar . 1 knob of unsalted butter . a pinch of salt Preparation method Preheat the oven to 180°C/gas mark 4. Place all the ingredients for the crumble mixture in a large bowl. Rub the butter into the (1) flour , sugar and (2) ______________. Put the rhubarb into a buttered earthenware dish. Sprinkle with the sugar, pour over the (3) ______________ juice and distribute the flakes of butter over the fruit. Cover the fruit with the (4) ______________ mixture, sprinkle over a little extra golden (5) ______________. Place into the oven and bake for 35–40 minutes, or until golden on top. 14 Find the words in the reading passage and decide what type of word (e.g. noun, verb, etc.) they are. Then match them with their correct definitions a–g. 1) drain a to cut sth. into pieces with a sharp tool such as a knife 2) sauté b to rub food against a grater in order to cut it into small pieces 3) chop c to make sth. empty or dry by removing all the liquid from it; to become empty or dry in this way 4) season d to add salt, pepper, etc. to food in order to give it more flavour 5) device e an object or a piece of equipment that has been designed to do a particular job 6) appliance f a machine that is designed to do a particular thing in the home, such as preparing food, heating or cleaning. 7) grate g to fry food quickly in a little hot fat Unit 3 Different Foods, Different Cooking Methods 35 Definitions Cooking techniques Chinese translation 15 Match the definitions with the cooking techniques and write their Chinese translations. a. roast　　b. grill　　c. simmer　　d. stir-fry　　e. steam　　f. poach Definitions Cooking techniques Chinese translation 15 Match the definitions with the cooking techniques and write their Chinese translations. a. roast　　b. grill　　c. simmer　　d. stir-fry　　e. steam　　f. poach to cook thin strips of vegetables or meat quickly by stirring them in very hot oil to cook sth. by keeping it almost at boiling point; to be cooked in this way to cook food, especially fish, gently in a small amount of liquid to place food over boiling water so that it cooks in the steam; to be cooked in this way to cook food under or over a very strong heat to cook food, especially meat, without liquid in an oven or over a fire; to be cooked in this way 36烹饪、餐饮与接待英语 Writing Writing 16 Write the recipe of a typical dish from your hometown. Use the vocabulary from this unit and the recipes in the exercises for your help. Unit 3 Different Foods, Different Cooking Methods 37 UNIT 4Preparing the Menu 38烹饪、餐饮与接待英语 UNIT 4Preparing the Menu 38烹饪、餐饮与接待英语 Unit 4 Preparing the Menu 39 Learning Objectives Upon completion of the unit, students will be able to: . know about what a basic menu consists of; . understand the principles of preparing a menu; . design an attractive menu for a particular restaurant. Unit 4 Preparing the Menu 39 Learning Objectives Upon completion of the unit, students will be able to: . know about what a basic menu consists of; . understand the principles of preparing a menu; . design an attractive menu for a particular restaurant. Starting Off Starting Off Recipe Butter Olive oil Butter & olive oil Neither 1 Work in groups and discuss what kind of fat is mostly used in your hometown’s cuisine. Then complete the table with the information you hear. 1) bread and butter pudding 2) 3) 4) 40烹饪、餐饮与接待英语 Reading 1Reading 1 Pastry is a mixture of flour and fat, which you bind together with water to form a paste. The wide range of pastries made today vary in texture and taste according to the proportion of fat you use, the way you mix it with the flour and the method you choose to shape the dough. Shortcrust pastry is a very simple type of pastry to make. You can use it for sweet or savoury pies and tarts, pasties and other pastry parcels. You bind regular shortcrust pastry with water, but for a rich version replace the water with egg. Puff pastry has much more fat and uses a special rolling and folding technique to create fine layers of dough that trap air between them. The pastry then puffs up on baking, creating delicious leaves with a light texture and rich flavour. Flaky pastry and “rough puff” are similar to puff pastry but quick and easy to make. They are ideal for recipes where you want a flaky texture but do not need the pastry to rise impressively. Sweet shortcrust pastry or pate sucrée is a French sweet pastry similar to shortcrust pastry, but with high sugar content and egg yolks for richness. Filo pastry is paper-thin translucent sheets of pastry commonly used in Greek, eastern European and Middle Eastern cuisines. If you use several layers together, you will strengthen the delicate sheets, which can be fried or oven-baked, cooking very quickly to make a wide variety of sweet and savoury dishes. Choux pastry is a light, twice-cooked pastry usually used for sweets and buns. It is made with plain flour, salt, butter, eggs, milk and a little sugar to make profiteroles, éclairs and choux puffs; or without sugar to make savoury pastries. Unit 4 Preparing the Menu 41 MY GLOSSARY pastry n.油酥糕点 bind v.（使）黏合；凝结 texture n.口感；质地，纹理 proportion n.比例；倍数关系 dough n.（用于制面包和糕点的） 生面团 shortcrust pastry油酥松饼 savoury adj.咸味的，咸口的 tart n.甜果馅饼 parcel n.小包，包裹 yolk n.蛋黄 puff n & v.千层酥；奶油酥；泡芙； 使喷出，冒出（烟或蒸汽） trap v.收集；吸收 flaky pastry酥饼，千层酥 impressively adv.令人印象深刻地 choux pastry泡芙酥面, 花结酥皮 bun n.小圆甜蛋糕；小圆甜饼 profiterole n.奶心巧克力酥球 éclair n.（巧克力）长形泡芙；奶 油松饼，奶油酥饼 filo pastry油酥千层酥 translucent adj.半透明的 variety n.（同一事物的）不同种 类，多种式样 MY GLOSSARY pastry n.油酥糕点 bind v.（使）黏合；凝结 texture n.口感；质地，纹理 proportion n.比例；倍数关系 dough n.（用于制面包和糕点的） 生面团 shortcrust pastry油酥松饼 savoury adj.咸味的，咸口的 tart n.甜果馅饼 parcel n.小包，包裹 yolk n.蛋黄 puff n & v.千层酥；奶油酥；泡芙； 使喷出，冒出（烟或蒸汽） trap v.收集；吸收 flaky pastry酥饼，千层酥 impressively adv.令人印象深刻地 choux pastry泡芙酥面, 花结酥皮 bun n.小圆甜蛋糕；小圆甜饼 profiterole n.奶心巧克力酥球 éclair n.（巧克力）长形泡芙；奶 油松饼，奶油酥饼 filo pastry油酥千层酥 translucent adj.半透明的 variety n.（同一事物的）不同种 类，多种式样 2 Match the definitions with proper terms and decide what kind of items should be included in a menu and their order. 1) starter a. something sweet, such as fruits, pastry, or ice cream, that you eat at the end of a meal. 2) main course b. the first course of a meal. It consists of a small amount of food. 3) dessert c. a small amount of food that is served before the main course of a meal 4) side order d. the principal dish of a meal 5) appetizer e. an amount of a food that you order in a restaurant to be served at the same time as the main dish. 3 How many types of pastry do you know? Read the passage again and check your answers. 42烹饪、餐饮与接待英语 4 Choose one starter, one main course and one dessert by using three different types of pastry. Complete the menu. 5 Read the text again and answer these questions. Which pastry... 1) is quick, easy and crumbling, but do not rise? ____________________________ 2) has a lot of fat and has light texture and rich flavour? ____________________________ 3) is a light, twice-cooked pastry used for sweets and buns? ____________________________ 4) is a sweet, rich, French version of shortcrust pastry? ____________________________ 5) is thin, transparent and quick cooking and has several layers? ____________________________ Listening 6 Listen to tips about pastry making and decide if these sentences are true (T) or false (F). TF 1) You should keep shortcrust and puff pastry cool. 2) Marble is not a good surface for making pastry. Unit 4 Preparing the Menu 43 3) Traditionally people make pastry in the afternoon. 4) You need to mix pastry quickly. 5) Too much handling can make fat soft and the pastry greasy. 6) You can keep pastry in the fridge for 2 or 3 weeks before using. 7) You can freeze shortcrust pastry. 7 Listen and reorder the conversation in the restaurant. The first and the last are done for you. Man: ...and I’ll have the paté de foie gras with crunchy bread. Man: I’d like some sparkling mineral water, please. Man: I’ll have the same please, but well-done. Man: Yes, I think we are, thank you. Waiter: ...and for your main course? Waiter: Are you ready to order food? Waiter: Do you want any side orders apart from the salad that comes with the pork? Waiter: 1 Good evening. Would you like anything to drink? Waiter: Would you like any starters? Woman: I’ll have a glass of house red wine, please. Woman: I’d like the prawn cocktail, please. Woman: I’ll have the barbecue pork, done medium rare, please. Woman: 13 Maybe French fries to share, please. Reading 2 1) _______________________________ A good restaurant menu provides much more than just a list of food with prices. The menu is often a customer’s first introduction to a food outlet and is therefore an important marketing tool for it. A menu can express the style and personality of a restaurant; establish what kind of clientele it will attract depending on cost and the type of menu on offer; and make the restaurant stick in the minds of new customers so they want to come back. 2) _______________________________ Before deciding on a menu you need to do some market research of the local competitors by looking at their menus, their websites and seeing what marketing strategies they use. Wider research into regional, national or global trends in people’s eating and drinking habits can also be 44烹饪、餐饮与接待英语 useful. For example, are there more vegetarians today than there were a few years ago and should you consider this in your menu? Do people prefer eating locally sourced fresh organic produce and how can your menu reflect and promote this? After your initial research, it is important to fully understand the location as 80% of your potential customers will probably be people who live or work within ten minutes of your restaurant. What can you offer them on your menu that other restaurants in the area do not? 3) _______________________________ Your menu should also be easy for customers to read and understand visually. Good layout helps here. A small plain text menu can create a sophisticated and elegant image, whereas a bright, bold menu full of pictures might emphasise a particular tourist location or a fun side to the restaurant. Organise information in columns and make sure print is large and clear enough to read. Do not create a menu that is too big to handle, ensure your menu is seasonal and up-to-date and provide clear information about surcharges such as service, cover or bread and accompaniments, like vegetables. The cost of a meal should not be a surprise to the diners, so ask yourself if you would be happy to pay that price, for that meal, in that restaurant, in that location, at that time of day or year. If the answer is yes, then it is probably a good menu! 4) _______________________________ The organisation of items on a menu tends to determine the way in which customers choose from it. So if you sequence courses like starters, main courses, side orders, desserts or beverages, that is probably how your customer will order. However, you can guide customers in other ways too by placing your signature dishes on a separate page under the title “House Specials” or “Chef’s Specials” or by creating interesting names, which invite curiosity. All dishes should have short, simple but attractive and accurate descriptions of ingredients so your guests will want to eat them. MY GLOSSARY personality n.特色；个性；人格 clientele n.（统称）顾客，主顾，客户 competitor n.竞争者，对手 strategy n.策略；计策，行动计划 organic adj.有机的，不使用化肥的， 绿色的 produce n.产品；（尤指）农产品 potential adj.潜在的，可能的 visually adv.形象化地；外表上；看得 见地 layout n.布局；布置；设计； 安排 sophisticated adj.先进的；精 密的；见多 识广的，老练的，见过世 面的 elegant adj.优美的，文雅的，漂亮雅 致的，陈设讲究的 bold adj.明显的；轮廓突出的；大 胆自信的 surcharge n.额外费用 accompaniment n.佐餐物；伴随物 sequence v.按顺序排列 signature dish招牌菜 curiosity n.好奇心；求知欲 Unit 4 Preparing the Menu 45 8 What do you know about preparing a menu? Write true (T ) or false (F ). A menu... TF 1) only provides a list of food and prices. 2) is often a customer’s first introduction to a restaurant. 3) does not usually give prices for all the items served in a restaurant. 4) is an important marketing tool for a restaurant. 5) is not something that sticks in the minds of customers. 6) can express the style and personality of a restaurant. 7) can make customers want to come to the restaurant. 8) can establish what kind of customers come to a restaurant. 9 Read the text and match a title with each paragraph. a Checking the menu is accessible to customers b Helping customers order c The importance of doing your research d The job of a menu 10Look at this menu and label each part with the words or phrases in the box. beverages desserts main courses side orders starters Hand-dived scallops, sautéed with chorizo sausage ￡10.50 Prawn cocktail ￡ 9.50 Classic Caesar salad* ￡ 7.50 Paté de foie gras with crunchy bread ￡10.50 (all served with salad or seasonal vegetables) Roasted sea bass with rosemary and lemon ￡21.00 Pan fried chicken in white wine sauce ￡17.00 Barbecue pork ￡17.50 Honeyed crispy duck ￡20.00 Roasted butternut squash and herb risotto with nuts* ￡15.70 Grilled porcini mushrooms* ￡5.00 French fries* ￡3.50 Creamed potatoes* ￡3.00 Dauphinoise potatoes* ￡4.00 Boiled baby potatoes with mint butter* ￡3.50 Braised lettuce with peas and ham ￡3.50 French beans with butter* ￡3.00 Crème Br.lée with citrus sorbet Mango cheesecake with pineapple and ginger crunch Lemon tart with summer fruits and cream Cheese board with savoury crackers All at ￡6.50 Water (still or sparkling) House white wine House red wine 2) 1) 3) 5) 4) *vegetarian options ￡2.00 cover charge per person; 10% service charge included. Sailor’s restaurant, Dartmouth, Devon. England www.sailorsrestaurant.co.uk 46烹饪、餐饮与接待英语 11 Translate the menu in Exercise 10 into Chinese. Speaking 12 Practise conversations of taking orders with your partner according to the menu in Exercise 10 and the two menus below. Waiter: Good evening. Are you ready to order? Customer 1: Yes, please. I’d like... Unit 4 Preparing the Menu 47 Starters or light bites Tortilla chips with cheese and chilli ￡5.00 Spicy chicken wings ￡6.00 Loaded potato skins with a choice of dips* ￡6.35 Deep fried garlic mushrooms* ￡6.29 Burgers (all served in a bread roll with fries) Classic burger ￡ 9.49 Flame grilled beef burger ￡10.30 Cheeseburger ￡ 9.99 Cheese and bacon burger ￡10.49 Chicken burger ￡ 9.99 Spicy chicken burger ￡10.49 Side orders Mixed salad ￡1.49 French fries ￡2.50 Garlic bread ￡3.50 Deep fried onion rings ￡2.75 Desserts A choice of ice cream ￡4.50 Chocolate fudge cake ￡5.30 Apple pie ￡5.00 *vegetarian options A Starters or light bites Tortilla chips with cheese and chilli ￡5.00 Spicy chicken wings ￡6.00 Loaded potato skins with a choice of dips* ￡6.35 Deep fried garlic mushrooms* ￡6.29 Burgers (all served in a bread roll with fries) Classic burger ￡ 9.49 Flame grilled beef burger ￡10.30 Cheeseburger ￡ 9.99 Cheese and bacon burger ￡10.49 Chicken burger ￡ 9.99 Spicy chicken burger ￡10.49 Side orders Mixed salad ￡1.49 French fries ￡2.50 Garlic bread ￡3.50 Deep fried onion rings ￡2.75 Desserts A choice of ice cream ￡4.50 Chocolate fudge cake ￡5.30 Apple pie ￡5.00 *vegetarian options A Appetizers Olives * Nacho chips * Hummus and flatbread * Light bites Mini quiche and salad* ￡4.95 Tiger prawns marinated in lemon & garlic with chilli and garlic butter ￡5.50 Oven baked Camembert cheese * ￡5.20 Salami and ham platter with savoury crackers ￡7.50 Sandwiches Salmon, cucumber and crème fra.che ￡6.00 Mozzarella, basil and tomato* ￡6.00 BLT (bacon, lettuce and tomatoes) ￡6.00 Steak with onions and fries ￡8.00 Salads Warm goat’s cheese salad* ￡6.50 Chicken with an avocado dressing ￡8.95 Salmon & king prawn salad with mango & sesame seed dressing ￡8.70 *vegetarian options B 13 Discuss with your partner and decide the type of each menu above. 1) fast food menu 2) bar menu 14 Talk with your partner about the menus above and answer the questions. Be noted that some questions have more than one answer. Where (in which menu) ... 1) are there vegetarian options? 2) can you have dessert? 3) can you eat chicken? 4) is it possible to order a sandwich? 5) are there the most burgers to choose from? 6) can chocolate lovers find a dish? 48烹饪、餐饮与接待英语 15 Read the menus again and find the synonyms for these words and expressions. 1) snacks lightbites___ 2) sauces ______________ 3) potato chips ______________ 4) cooked over a fire ______________ 5) choice for people who do not eat meat ______________ 6) not sweet ______________ 16 Look at the two menus again and discuss which menu you prefer and why. Use the following words and expressions for your help. it has more choice. I like it doesn’t have enough choice. I don’t like it’s cheaper. I really like because it’s simple. I quite like the bar menu as it’s too expensive. I prefer the fast food menu but it’s too complicated. I love there are no desserts. I hate it doesn’t have enough meat/fish dishes. My favourite menu is it has exciting/boring dishes. Writing 17 You are a food and beverage manager and a head chef. Design a menu for your restaurant. First decide which kind of menu you want to offer (bar, fast food, à la carte, vegetarian, etc.); then decide which courses you will offer (appetizers, light bites/ starters, rice/pasta dishes, main courses, side orders, salads, sandwiches, desserts, etc.). Do not forget the key points for writing a good menu. Unit 4 Preparing the Menu 49 UNIT 5Safety and Nutrition 50烹饪、餐饮与接待英语 UNIT 5Safety and Nutrition 50烹饪、餐饮与接待英语 Unit 5 Safety and Nutrition 51 Learning Objectives Upon completion of the unit, students will be able to: . understand the importance of food safety and nutrition; . know about different types of food safety hazzards and eating disorders; . analyze the causes of food safety hazzards and eating disorders and learn to avoid them. Unit 5 Safety and Nutrition 51 Learning Objectives Upon completion of the unit, students will be able to: . understand the importance of food safety and nutrition; . know about different types of food safety hazzards and eating disorders; . analyze the causes of food safety hazzards and eating disorders and learn to avoid them. Starting Off Starting Off 1 Decide if these sentences are true (T ) or false (F ). TF 1) Chefs wear a uniform only to look good. 2) The clothes they wear are practical and comfortable. 3) Kitchen staff uniforms are mostly white so you can see any dirt. 4) Clothes do not protect people against germs. 2 Read the introduction to kitchen staff clothes and check your answers. Kitchen staff wear uniforms for different reasons: to identify the professional role, so chefs can do their job, and for personal hygiene and safety. You can always recognise a chef by his/her uniform but the clothes are also practical and comfortable enough to work safely and efficiently in the kitchen environment. The uniform is mostly white in colour so that you can see any dirt and the clothes protect against germs that can cause food poisoning. 3 Match these words and expressions with their definitions according to what you hear. 1) accident a a substance that makes something unclean 2) burn b 1 a sudden event that can cause someone damage or injury 3) stained c to change a solid into a liquid by heating it 4) melt d liquid that forms on your skin when you are hot 5) dirt e not likely to cause illness or disease 6) fold f accidentally marked with liquid 7) hem g something that does not catch fire easily 8) hygienic h the bottom edge of something like a dress turned up to make it shorter 9) nonflammable i to damage from something hot 10)sweat j to turn one part of something over another 52烹饪、餐饮与接待英语 4 Listen again and complete the kitchen rules. accidents ankles apron burns clean cover don’t emergency hair jacket materials move neck shoes short top pick up triangle trousers waist wear -Keep your hair (1) short and (2) _____________. -(3) _____________ your (4) _____________ with a toque or a bandana. -Wear a (5) _____________ to keep your (6) _____________ warm and dry. -Make sure you can take your (7) _____________ off easily in an (8) _____________. -Tie your (9) _____________ at your (10) _____________, fold it over at the (11) _____________and make sure it covers your (12) _____________. -Use a torchon to (13) _____________ and (14) _____________ hot things. -(15) _____________ nonflammable (16) _____________ to protect you from fire. -(17) _____________ put a hem in your (18) _____________ or skirt. -Avoid (19) _____________ or (20) _____________ by wearing anti-slip soles and protective steel cap (21) _____________. Unit 5 Safety and Nutrition 53 Reading 1Reading 1 The Hazard Analysis and Critical Control Point, or HACCP, is a recognised way of making sure food safety hazards in all food businesses are managed responsibly and continuously. It is a self-regulatory system introduced in the EU in 1993, and has been a legal requirement since 1st January 2006. Its main areas of focus are food processing, preparation, storage and serving, all of which must take place under strict health and safety conditions to ensure public well-being. The hazard analysis addresses three main types of risk in food production: biological hazard, when foods become dangerously infected by bacteria which might lead to food poisoning, physical hazard, through foreign bodies such as metal or plastic from factory machinery or natural hazards like bones in fish, and chemical hazard, when potentially dangerous chemicals like cleaning fluids or pesticides contaminate food. Critical control points are predetermined checks that take place at specified points in the food production or preparation process. These include: monitoring, storage, temperature, cooking time and ensuring food is handled correctly. The checks must be frequent and correctly documented. Checks can be done by hand or using CAM, computer-aided manufacturing, which is a computer software to control the correct functioning of machinery. MY GLOSSARY hazard危险，危害 legal adj.与法律有关的，法律的； 合法的 well-being n.健康，安乐，康乐 address v.设法解决，处理，对付 infect v.传染，使感染 bacteria n.细菌 poison n. & v.毒药，毒素； 毒死，毒害 machinery n.（统称）机器，（尤指） 大型机器 pesticide n.杀虫剂，除害药物 contaminate v.污染，弄脏 predetermined adj.预先确定的 5 Read the text about HACCP and find words and expressions which correspond to these definitions. 1) a system or organisation that controls itself 2) performing a series of mechanical or chemical operations on food to change or preserve it 3) precise situation required to regulate procedures to prevent accident or illness 4) something that has entered a place where it should not be, especially someone’s body 5) liquid products used to disinfect and wash 6) inspections at a time and place decided in advance 54烹饪、餐饮与接待英语 6 Read the text again and complete these sentences with the missing information. 1) HACCP makes sure food businesses manage _________________ responsibly and continuously. 2) It has been a legal requirement in the European Union since ______________. 3) HACCP focuses on the areas of food processing, ______________, storage and ______________. 4) The purpose of HACCP is to guarantee ______________. 5) The three types of risk analysed are: ______________, ______________, ______________. 6) ______________ are predetermined checks of food production and preparation processes. 7) Checks can be of temperature, ______________ and food handling. 8) You can check machinery manually or by using ______________. 7 Match each hazard with the pictures. 1) □ somebody sneezing 5) □ insecticide left out 9) □ an earring in food 2) □ rat poison 6) □ glass on the floor 10)□ dripping blood 3) □ mould on bread 7) □ food left in a tin 1 1) □ bleach in a bucket 4) □ a knife on the table 8) □ a flame up too high 12) □ a dog eating A E I C G K B F J D H L Unit 5 Safety and Nutrition 55 8 Put the hazards in the appropriate column. Biological hazard Physical hazard Chemical hazard a dog eating, ______________, _____________, _____________ a knife on the table, ___________, _____________, ______________ rat poison, ___________, ____________, ______________ 9 Read the text and decide if these sentences are true (T ) or false (F ). Correct the false ones. If you run a food business, you must have a plan based on the Hazard Analysis and Critical Control Point (HACCP) principles. It is a system that looks at how to handle food to make sure it is safe to eat. The HACCP process makes use of two main charts: flow charts and decision trees. A flow chart is a diagram representing the sequence of operations, actions or equipment in an industrial process. A decision tree is a treelike diagram illustrating the choices available to a decision maker. Each possible decision and its possible consequences are represented by a separate branch of a tree. A working group needs to be formed to carry out all aspects of a self-regulatory plan: description of the products, drawing of flow charts etc. 1st principle: hazard analysis. Identify any hazards that must be avoided, removed or reduced. 6th principle: implement controls to ensure your plan is functioning correctly. 7th principle: keep detailed records of your plan and interventions for possible inspections by Health and Safety authorities. 2nd principle: identification of CCP (critical control points). These are the points when you need to prevent, remove or reduce a hazard in your work process. 5th principle: intervene to resolve any problems with the CCPs. 3rd principle: set critical limits for each CCP. 4th principle: monitor the CCPs to check that critical limits are adhered to. 1) All food businesses must have an HACCP plan. 2) It examines the processes to ensure food safety. 3) There are eight principles in an HACCP plan. T F 56烹饪、餐饮与接待英语 4) The first principle analyses risk. 5) The third principle identifies CCPs. 6) You have to monitor the CCPs to check they respect limits. 7) The HACCP helps to resolve problems in food processing. 8) The records are only for your own information. Listening 10Listen to the text about the 5th principle and match the hazards (left) with the corrective measures required (right). 1) temperature too low a □ cooling 2) temperature too high b □ elimination 3) incomplete cooking c □ further cleaning before use 4) fridge blockage d □ further cooking 5) traces of rats e □ intensification of disinfesting 6) product defects f □1 warming 7) expired products g □ product return 8) traces of grease h □ movement to a different fridge 9) incorrect procedure i □ immediate reprimand of operator 11 Listen and complete the flow chart with the given words or phrases. cooking cooling delivery freezing dry storage preparation preserving refrigerating serving storing 3 _________________________ 8 _________________________ 5 _________________________ 9 _________________________ 10 _________________________ 1 _________________________ 4 _________________________ 7 _________________________ 2 _________________________ 6 _________________________ delivery Unit 5 Safety and Nutrition 57 12Try to answer the questions according to what you have learnt about the CCPs (Critical Control Points). 1) Where do you think the first CCP should go and why? 2) What should you check for in the food? 3) What should you check for in the storage places? 4) Where should the next CCP go and why? 5) Why do you think having a CCP after cooking is so important? 6) List some of the threats to be checked when cooling, serving and preserving foods. 58烹饪、餐饮与接待英语 Reading 2Reading 2 Eating disorders 1) _________________________________ People with eating disorders have abnormal attitudes to food that cause them to change their eating habits and behaviour. They may focus excessively on their weight and shape and make unhealthy choices about food which can damage their health. 2) _________________________________ Eating disorders include a range of conditions that can affect someone physically, psychologically and socially. The most common eating disorders are: anorexia nervosa, trying to keep weight as low as possible, by starving yourself or exercising excessively; bulimia, trying to control weight by binge eating and then deliberately being sick or using laxatives; and binge eating, feeling compelled to overeat. 3) _________________________________ Risk factors that can make someone more likely to have an eating disorder include: a family history of eating disorders, depression or substance misuse; being criticised for your eating habits, body shape or weight; being overly concerned with being slim, particularly if combined with pressure to be slim from society or for a job (for example for ballet dancers, models or athletes); having an obsessive personality, an anxiety disorder, low self-esteem or being a perfectionist; particular experiences, such as sexual or emotional abuse or the death of someone special; difficult relationships with family or friends or stressful situations. Spotting a friend or a family member who has an eating disorder can be very difficult, but there are some warning signs to look out for. These include: missing meals; complaining of being fat, even though they have a normal weight or are underweight; repeatedly weighing themselves and looking at themselves in the mirror; making repeated claims that they have already eaten, or they will shortly be going out to eat somewhere else; cooking big or complicated meals for other people, but eating little or none of the food themselves; only eating certain low-calorie foods in your presence, like lettuce or celery; feeling embarrassed or refusing to eat in public places, like restaurants or visiting pro-anorexia websites. If you are concerned about a friend or family member, it can be difficult to know what to do. It is common for someone with an eating disorder to be secretive and defensive about their Unit 5 Safety and Nutrition 59 eating and their weight, and they are likely to deny being unwell. Read more information about approaching and supporting someone with an eating disorder. You can also talk in confidence to an adviser from eating disorders charity by calling their helpline. More women than men are affected by eating disorders. Around 1 in 250 women and 1 in 2,000 men will experience anorexia nervosa at some point. The condition usually develops around the age of 16 or 17. Bulimia is around five times more common than anorexia nervosa and 90% of people with bulimia are female. It usually develops around the age of 18 or 19. Binge eating usually affects males and females equally and usually appears later in life, between the ages of 30 and 40. Due to the difficulty of precisely defining binge eating, it is not clear how widespread the condition is. If eating disorders are not treated, they can have a negative impact on someone’s job or schoolwork, and can disrupt relationships with family members and friends. The physical effects of an eating disorder can sometimes be fatal. Treatment for eating disorders is available, although recovering from an eating disorder can take a long time. It is important for the person affected to want to get better, and the support of family and friends is invaluable. Treatment usually involves monitoring a person’s physical health while helping them to deal with the underlying psychological causes. MY GLOSSARY disorder n.失调，紊乱；疾病 abnormal adj.不正常的，反常的；变态 的；畸形的 attitude n.态度；看法 behaviour n.行为，举止 excessively adv.过分地，极度 psychologically adv.心理上地；心理学地 anorexia nervosa（尤指年轻女子害怕肥胖 而引起的）厌食，食欲缺 乏，神经性厌食 bulimia n.贪食症；食欲过盛 binge n.（短时间的）狂热行动， 大吃大喝，饮食无度 deliberately adv.故意地；小心翼翼地；从 容不迫地 laxative n.轻泻药，通便 剂 compel v.强迫，迫使，使必须 depression n.抑郁症，精神忧郁 obsessive adj.强迫的；迷恋的 self-esteem n.自尊 perfectionist n.完美主义者 abuse n.虐待；滥用 celery n.芹菜 helpling n.热线电话 disrupt v.破坏；使……中断 fatal adj.致命的；重大的 60烹饪、餐饮与接待英语 13 Read the text and match each heading with a paragraph. a Different types of eating disorders b People most likely to suffer from eating disorders c The symptoms of an eating disorder 14 Read the text about eating disorders again and answer these questions. 1) What may people with eating disorders focus too much on? 2) What do people with anorexia nervosa try to do and how? 3) What do people with bulimia try to do and how? 4) What type of experience can lead to developing eating disorders? 15 Choose the correct answer. 1) Recognising that somebody has an eating disorder is ________________. A. easy B. difficult C. impossible 2) ________________ is a symptom of an eating disorder. A. Never looking in the mirror B. Never weighing yourself C. Often saying you’ve already eaten 3) It is common for a person suffering from an eating disorder to ________________. A. be open about their problem B. complain they feel unwell C. lie or deny things 4) Eating disorders affect ________________. A. men and women equally B. more women than men C. only women 5) Treatment for eating disorders is possible if you ________________. A. are patient B. have a lot of money C. are forced to do it Unit 5 Safety and Nutrition 61 Speaking Speaking 16 Read the material given below, and discuss with your partner about what is important for a healthy diet. Then make a presentation about a healthy teenage diet after discussing the questions followed. The national diet and nutrition survey of young people aged 4-18 years provides detailed information on the nutritional intake and physical activity levels of young people in the UK. The findings reveal high consumption of saturated fat, sugar and salt, but low consumption of starchy carbohydrates and fibre. During the seven-day recording period, more than half of the young people surveyed had not eaten any citrus fruits, green leafy vegetables, eggs or raw tomatoes and one in ten teenagers have very low intakes of vitamin A, magnesium, zinc and potassium. Intake of iron and calcium was also below ideal levels among many of the teenagers. Meanwhile the rising levels of obesity suggest many young people are eating too many calories. So what foods should teenagers be eating? Adolescence is a time of rapid growth, and the primary dietary need is for energy. Ideally, foods in the diet should be rich in energy and nutrients. This means plenty of starchy carbohydrates, like bread, rice, pasta, cereals, couscous and potatoes; at least five portions of fruits and vegetables every day; two to three portions of dairy products, such as milk, yoghurt, fromage frais and pasteurised cheeses; two servings of protein, such as meat, fish, eggs, beans and pulses; not too many fatty foods and limited sugar-rich food and drinks. It is also important to drink six to eight glasses of fluid a day; eat regular meals, including breakfast, as it can provide essential nutrients and improve concentration in the mornings; choose fortified breakfast cereals with semi-skimmed milk and a glass of fruit juice; take regular exercise, which is important for overall fitness and cardiovascular health, as well as bone development. 1) How much saturated fat, sugar, salt, starchy carbohydrates and fibre are young people consuming in the UK? 2) In a seven-day period what were over 50% of the young people surveyed not consuming enough of? 3) What else did the survey show teenager diets were low in? 4) What do teenagers primarily need and why? 5) What kind of starchy carbohydrates should they be eating? 6) How many portions of dairy products should teenagers eat every day and from what sources? 7) How much fluid should they drink? 8) Why is it important to do regular exercise? 62烹饪、餐饮与接待英语 Writing Writing 17Write a short text about young people suffering from eating disorders. Think about the following: . what you think leads to eating disorders; . your experience of eating disorders amongst your peers; . how you think you should combat eating disorders. Unit 5 Safety and Nutrition 63 UNIT 6Serving Techniques 64烹饪、餐饮与接待英语 UNIT 6Serving Techniques 64烹饪、餐饮与接待英语 Unit 6 Serving Techniques 65 Learning Objectives Upon completion of the unit, students will be able to: . understand the importance of staff personal hygiene in a restaurant; . abide by the principle of maintaining personal hygiene when working in a restaurant; . grasp basic front-of-house serving techniques. Unit 6 Serving Techniques 65 Learning Objectives Upon completion of the unit, students will be able to: . understand the importance of staff personal hygiene in a restaurant; . abide by the principle of maintaining personal hygiene when working in a restaurant; . grasp basic front-of-house serving techniques. Starting Off Starting Off 1 Have you seen any personal hygiene symbol in the kitchen of a restaurant? Draw some of them in the box below. Then match the personal hygiene symbols given with the expressions. Symbol 1 Symbol 2 Symbol 3 Symbol 4 A D B E C F 1) D cover cuts with plasters 3) do not sneeze over food 5) wash your hands 2) disinfect work stations 4) no smoking 6) wear disposable gloves 66烹饪、餐饮与接待英语 Reading 1Reading 1 As kitchen staff you have a vital role to play in hygiene in a food outlet, because you can contaminate foods in many different ways: for example through your skin, in particular your hands, or through your eyes, nose, ears and throat. So what can you do to avoid contamination of food? ● Carefully wash and dry your hands before handling food, and wash and dry them again frequently during work. Dry your hands with clean towels, disposable paper towels or under a hand dryer. ● Never transit from dirty to clean areas to avoid cross contamination. ● Wear clean protective clothing, such as an apron, overalls or jacket. Visitors should do the same. Keep your personal clothes and other personal items away from where food is stored and prepared. ● Never smoke, chew gum, eat or bring children or animals into a food handling or food storage area. ● Never cough or sneeze over food or where food is prepared or stored. ● If you have long hair, tie it back or cover it and securely tie glasses around your neck. ● Keep your nails short so they are easy to clean and do not wear nail varnish as it can fall off into the food. ● Do not wear jewellery and do not carry any objects such as pens in your pockets, or avoid pockets altogether and use Velcro rather than buttons. ● If you have cuts, make sure they are completely covered by a waterproof plaster or a bandage. Use brightly coloured ones you can see easily if they fall off. Wear disposable gloves over the top of plasters if you have cuts on your hands or when you are handling delicate foods and change them regularly. ● Tell your supervisor and do not handle food if you feel unwell. ● Carefully disinfect your work station after each session. MY GLOSSARY disposable adj.用后即丢弃的，一次性的 transit v.通过，经过；通行；过境；中 转 apron n.围裙 varnish n.指甲油 plaster n.膏药；创可贴； 护创胶布 bandage n.绷带 delicate food 美味食物 disinfect v.给……消毒 Unit 6 Serving Techniques 67 2 How much do you know about personal hygiene in the kitchen? Do this quiz and find out! 68烹饪、餐饮与接待英语 1 6 2 7 3 8 4 9 105 What parts of the human body can often lead to food contamination? A. Feet. B. Hands. C. Head. When should you wash your hands if you’re working in the kitchen? A. Frequently during the day. B. Once before starting work. C. Twice, before starting and after finishing work. Why shouldn’t you transit from dirty to clean areas? A. It causes contamination. B. It makes a mess. C. It’s rude. Which of these things should you not do in a food preparation or storage area? A. Chew gum. B. Eat food. C. Smoke. D. Any of these (A, B, C). What should visitors wear when entering a food preparation area? A. Anything they like. B. Protective clothing. C. Their outdoor clothes. What should you do if you wear glasses? A. Keep them in your pocket. B. Tie them around your neck. C. Wear contact lenses. Why shouldn’t you wear nail varnish if you are working in a kitchen? A. It can chemically react with the food. B. It can fall off into the food. C. You can’t see if your nails are dirty. Why is it a good idea to wear coloured plasters if you have a cut on your hand? A. To make you feel happy. B. White ones get dirty more quickly. C. You can see them if they fall off. When should you wear disposable gloves? A. If you have a cut. B. If you’re handling delicate foods. C. In both cases. What should you do if you feel unwell? A. Don’t handle food. B. Tell your supervisor. C. Both of these things. 3 Decide if these sentences are true (T ) or false (F ). TF 1) A kitchen staff only pollutes food through his or her hands. 2) A kitchen staff needs to tell his or her manager when he or she is sick. 3) Visitors should wear protective clothing when visiting a restaurant. 4) To avoid cross contamination, staff should dry their hands with clean towel. 5) Mother staff should not bring their children to food storage area. Listening 4 Complete the list of a server’s duties according to what you hear. Choose correct word for each question. check fold lay order place put set position 1) Put an undercover on the table. 2) _________ the tablecloth on the undercover. 3) _________ the tablecloth is clean and tidy and ironed. 4) _________ the napkins and place them on the service plates. 5) _________ the knives to the right and the forks to the left, with space for a plate in between. 6) _________ the cutlery from the outside to the inside according to when it will be used. 7) _________ the water glass to the right of the cover and the wine glass to the right of that. 8) _________ salt and pepper mills, flowers and candles at the centre of the table. 5 Reorder the list of things a server should do from the moment that a customer enters to when he/she leaves the restaurant according to what you hear. a Clear the table. b Collect the food from the kitchen. c 10 Say goodbye to the customer. d Show the customer to a table. e Take a menu to the customer. f Take the customer’s order. Unit 6 Serving Techniques 69 g Bring the bill to the customers. h Take the food to the customer. i Take the order to the kitchen. j 1 Welcome the customer. 6 Do you know about the general rules of serving food? Listen and choose the correct answer for each question. 1) You should place and remove all food from the ________________. A. customer’s left B. customer’s right C. most convenient side 2) You should place and remove all beverages from the ________________. A. customer’s left B. customer’s right C. most convenient side 3) To refill a customer’s wine or water glass you should ________________. A. remove it from the table B. never move it or remove it C. move it closer, but never remove it 4) You should carry plates, glasses and cutlery ________________. A. as you feel most comfortable B. in the safest way to avoid dropping them C. without touching the parts where customers drink or eat 5) Which one of these statements is true? A. Never smile when you are serving. B. Never reach in front of a guest to serve. C. Never carry more than one plate at the same time. 6) You should place serving dishes where the guests ________________. A. can serve themselves B. cannot serve themselves C. want them 7) You should serve butter with a ________________. A. fork B. knife C. spoon 8) You should serve relishes, pickles and olives with ________________. A. fork or spoon B. a knife and fork C. your fingers 70烹饪、餐饮与接待英语 9) When a course is finished you should ________________. A. remove all dishes, but leave the cutlery B. remove all dishes and cutlery used C. remove the cutlery, but leave the dishes 10)You should clear the table with your ________________. A. left hand and hold the plates in your right hand B. right hand and hold the plates in your left hand C. two hands Reading 2 There are several different kinds of food and beverage service. Here are some of the principal ones: English service or silver service is quite formal and elegant and the guest receives a lot of personal attention from the server. All the food is prepared and arranged on formal or silver serving platters in the kitchen. The server then brings the platters and heated dinner plates to the dining room on a tray and, using a large spoon and fork or tong, serves each guest. English service is fast and efficient, but it requires a lot of silverware and platters. Pre-plated or Italian service is less formal than English and is the most commonly used style in most restaurants today. The main difference between Italian service and the other types is that the food is plated in the kitchen and served to the table. This means that guests cannot decide their portion sizes, but it also means that service is very fast, economical and efficient. This technique can be combined with silver service. Family service is when serving staff take food prepared in the kitchen directly to the dining room on big serving platters and bowls for guests to serve themselves the portion they want. It is Unit 6 Serving Techniques 71 a very efficient style of service because the orders are limited, easy to take, and the food is fast to prepare and serve. It is also cheaper because it requires less staff and ingredients. However, some people argue that it is too informal and similar to eating at home. Gueridon service is formal and elegant. Skilled servers bring the food from the kitchen on silver platters to a trolley called a gueridon, where food such as steak au poivre (peppered steak), Caesar salad or flambéed desserts can be cooked or completed in front of the guests. Once the food is ready, it is served to the guests on heated plates from the gueridon. This type of service takes a lot of time, skill and restaurant space and can require two servers; however guests usually love the show. Buffet service is a self-service where guests can see and choose exactly what they want to eat. Customers either help themselves or ask the waiter behind the buffet table to serve them. For sit-down buffet service, tables are laid with crockery and cutlery as in a restaurant, so customers can serve themselves at the buffet table and return to eat at the table. The waiter may sometimes serve a few courses like a starter or soup at the table. They have more time to help more customers but in a less personal way. MY GLOSSARY platter n.大平盘 tong n.夹剪，夹具，钳子 efficient adj.效率高的；有能力的 economical adj.经济的，实惠的 gueridon service桌边服务 gueridon trolley法式分餐车 crockery n.碟，盘，杯，碗；陶器，瓦器 cutlery n.餐具（刀、叉和匙） 7 Read the text again and look at the photos. What are the differences in the service? Then list the advantages and disadvantages of each kind of service. 72烹饪、餐饮与接待英语 8 Find the words in the text which correspond to these definitions. 1) a large flat dish for serving food platter 2) a kind of hot trolley you can cook and prepare food on ______________ 3) food, usually desserts, served with a burning alcoholic drink ______________ 4) a flat object with raised edges, used for carrying plates or food ______________ 5) objects made from silver, especially ones used during a meal ______________ 6) a table prepared for a meal ______________ 7) plates, cups, bowls, etc. for serving food ______________ 8) the knives, forks and spoons that you use for eating food ______________ 9 Choose the correct answer to complete each of the sentences according to the text. 1) ___________ takes restaurant space but is welcomed by customers. A. Silver service B. Pre-plated service C. Family service D. Gueridon service 2) Most restaurants prefer to offer _________ to customers today. A. silver service B. Italian service C. family service D. gueridon service 3) Waiters serve more diners in less personal ways in _______. A. pre-plated service B. Italian service C. buffet service D. gueridon service 4) _______________ needs many silverware and platters. A. English service B. Pre-plated service C. Family service D. Gueridon service 5) Guests can have more personal attention from the waiter or waitress in _________. A. English service B. Italian service C. gueridon service D. buffet service 6) ______________ allows the guests to have the portion they want. A. Pre-plated service B. Silver service C. Gueridon service D. Family service Unit 6 Serving Techniques 73 Speaking Speaking 10Complete the rules of presenting the bill to customers with the given words and address new staff with the help of the rules. bill centre coats course customer diners eating evening goodbye host personal right table tip You should never keep a (1) customer waiting for the (2) ___________, but either present it to them straight after the last (3) ___________ is served, or as soon as customers finish (4) ___________. You should always take the bill to the (5) ___________ in a bill cover and place it to the (6) ___________ of the host or at the (7) ___________ of the table if you don’t know who the (8) ___________ is. Always ask if customers need anything else. Never show you expect a (9) ___________, nor look disappointed if you don’t get one. Always thank the (10) ___________ for their custom. As they are leaving, offer to get their (11) ___________, wish them a pleasant (12) ___________ and tell them you look forward to seeing them again. Try to change the way in which you say (13) ___________ to each customer to make it seem more (14) ___________. 74烹饪、餐饮与接待英语 11 Complete the conversation below and act out a similar conversation with your partner. Certainly. Please check the amount and enter your pin number, please. Would you like anything else? Goodbye now. I hope you have a pleasant evening and we see you again soon. How would you like to pay? I’ll get your coat. Here it is. This is your copy of the receipt and your card. Here’s your bill, Sir. Waiter: 1) Here’s your bill, Sir . Customer: Here you are. [Giving the machine Customer: Thank you. back to waiter] Waiter: 2) _________________________ Waiter: 5) _________________________ Customer: No, thank you. Customer: Thank you. Waiter: 3) _________________________ Waiter: 6) _________________________ Customer: By card, please. Customer: Thank you. Waiter: 4)_________________________ Waiter: 7) _________________________ Customer: Goodbye. Writing 12 Decide which type of service you would choose for a restaurant you run and write a short paragraph about the reasons for your choice. Unit 6 Serving Techniques 75 UNIT 7International Cooking 76烹饪、餐饮与接待英语 UNIT 7International Cooking 76烹饪、餐饮与接待英语 Unit 7 International Cooking 77 Learning Objectives Upon completion of the unit, students will be able to: . know about international food culture; . master some of the famous international food cooking techniques; . recommend traditional food recipes from our own culture. Unit 7 International Cooking 77 Learning Objectives Upon completion of the unit, students will be able to: . know about international food culture; . master some of the famous international food cooking techniques; . recommend traditional food recipes from our own culture. Starting Off Starting Off 1 Match the cuisine with their origins. A. China B. Singapore C. Japan D. India F. France 2 Make a survey in the class and complete the form below. Food survey Which country have you been to? 1. ___________ 2. ______________ 3. ____________ 4. _____________ 5. ____________ What food did you eat there? 1. ___________ 2. ______________ 3. ____________ 4. _____________ 5. ____________ Do you like the food? Why or why not? What food is popular in China? 1. ___________ 2. ______________ 3. ____________ 4. _____________ 5. ____________ What are their particular features? 78烹饪、餐饮与接待英语 Reading 1Reading 1 Indian meals are based on rice and curry, a dish of meat, fish or vegetables cooked in a spicy sauce. Common spices are chilli, cumin, turmeric, ginger, coriander and garlic, while dips include mango chutney, lime pickle and raita, made of yoghurt and cucumber. There are many vegetarian dishes too, because Hindus, the main religious group in India, do not usually eat meat. Indian food is traditionally eaten by hand and accompanied by different kinds of flatbread such as naan, baked in a tandoori, a traditional hot clay oven, where you also cook the A B famous dish, tandoori chicken. Indians love drinking masala chai: tea leaves, spices and milk boiled together to make a very sweet drink. Lassi is also a popular drink, combining yoghurt, milk, fruits and spices. Chinese cuisine is popular and varied, reflecting China’s different regions. A typical Chinese meal includes several dishes, with a balance of meat, fish or tofu, combined with vegetables and served with rice or noodles. Tasty sauces like soy, oyster or yellow bean and a combination of spices such as ginger, garlic, cloves and peppers, create unique flavours. Meals usually end with a cup of green tea. The Chinese believe in the philosophy of opposites, yin and yang. This is evident in the food with many hot and cold, spicy and mild, and sweet and sour dishes, such as sweet and sour pork. Cooking techniques include steaming, boiling and stir-frying in very little oil using a wok, a traditional deep frying pan. People eat food with wooden sticks called chopsticks. Mexicans love to eat together. Traditional Mexican cuisine is hot and spicy, with chilli and garlic and herbs like oregano. A central ingredient is corn to make tortilla, a type of flatbread. Tortillas can be fried and filled with meat, fish, vegetables, beans and cheese to make enchiladas. They are often served with a spicy tomato sauce called salsa, sour cream, or an avocado dip called guacamole. Mexicans also eat a lot of rice and sweet potatoes and it is the birthplace of chocolate! Mexican beers and fresh fruit juices are popular drinks. Cooking methods include grilling, frying and boiling, but they also have a more traditional technique of slow cooking marinated meat over an open fire known as barbacoa. It C Unit 7 International Cooking 79 MY GLOSSARY is easy to see where the word “barbecue” came from. The Greeks have Mediterranean eating habits with a diet of fresh fruits, vegetables, meat, fish, cheese and olive oil. The herbs and spices used are oregano, mint, garlic, onion, dill and bay leaves. Lunch is the main meal with meze, traditional Greek starters like grilled octopus, olives, aubergine or goat’s cheese salad. Food is usually served with bread and dips such as taramosalata, made of fish roe, or tzatziki, made of yoghurt and cucumber and accompanied with a glass of red wine. This is followed by main courses such as moussaka, made with aubergines, lamb and cheese, or souvlaki, skewered meat cooked in a traditional way, grilled on an open fire. Other cooking techniques include frying, sautéing, boiling, baking and roasting. D chilli n.红辣椒 cumin n.孜然，小茴香，莳萝 turmeric n.姜黄根粉（用作烹饪调料， 尤用于做咖喱） ginger n.姜 coriander n.芫荽，香菜 garlic n.蒜，大蒜 dip n.调味酱（用食物来蘸着吃） chutney n.酸辣酱 lime pickle柠檬酸果 flatbread n.烤饼 tandoori n.筒状泥炉；唐杜里烹饪法（ 源自南亚，将肉插在金属棒 上在泥灶中烘烤） masala chai印度奶茶，玛萨拉茶 lassi n.印度酸奶，拉昔酸奶 oyster n.牡蛎；蚝 clove n.蒜瓣；丁香（热带树木的干 花，形似小钉子，用作调味 品，尤用作甜食的香料） philosophy n.哲学 wok n.炒锅 oregano n.牛至（叶可用于调味） tortilla n.墨西哥薄饼，玉米饼 enchilaba n.墨西哥辣肉馅玉米卷 salsa n.萨尔萨辣酱 avocado n.牛油果，鳄梨；鳄梨树 guacamole n.鳄梨酱 marinated adj.腌制的 barbacoa n.印第安人发明的一种烟熏架 Mediterranean adj.地中海的 dill n.莳萝，土茴香（味冲，用作佐料） meze n.开胃菜，前菜 aubergine n.茄子 taramosalata n.希腊鱼籽酱 fish roe 鱼卵，鱼籽 tzatziki n.希腊酱汁（黄瓜酸奶酱） moussaka n.碎肉茄子蛋（希腊菜） souvlaki n.（希腊）烤肉串 skewered adj.串在竹签或铁签子上的 MY GLOSSARY is easy to see where the word “barbecue” came from. The Greeks have Mediterranean eating habits with a diet of fresh fruits, vegetables, meat, fish, cheese and olive oil. The herbs and spices used are oregano, mint, garlic, onion, dill and bay leaves. Lunch is the main meal with meze, traditional Greek starters like grilled octopus, olives, aubergine or goat’s cheese salad. Food is usually served with bread and dips such as taramosalata, made of fish roe, or tzatziki, made of yoghurt and cucumber and accompanied with a glass of red wine. This is followed by main courses such as moussaka, made with aubergines, lamb and cheese, or souvlaki, skewered meat cooked in a traditional way, grilled on an open fire. Other cooking techniques include frying, sautéing, boiling, baking and roasting. D chilli n.红辣椒 cumin n.孜然，小茴香，莳萝 turmeric n.姜黄根粉（用作烹饪调料， 尤用于做咖喱） ginger n.姜 coriander n.芫荽，香菜 garlic n.蒜，大蒜 dip n.调味酱（用食物来蘸着吃） chutney n.酸辣酱 lime pickle柠檬酸果 flatbread n.烤饼 tandoori n.筒状泥炉；唐杜里烹饪法（ 源自南亚，将肉插在金属棒 上在泥灶中烘烤） masala chai印度奶茶，玛萨拉茶 lassi n.印度酸奶，拉昔酸奶 oyster n.牡蛎；蚝 clove n.蒜瓣；丁香（热带树木的干 花，形似小钉子，用作调味 品，尤用作甜食的香料） philosophy n.哲学 wok n.炒锅 oregano n.牛至（叶可用于调味） tortilla n.墨西哥薄饼，玉米饼 enchilaba n.墨西哥辣肉馅玉米卷 salsa n.萨尔萨辣酱 avocado n.牛油果，鳄梨；鳄梨树 guacamole n.鳄梨酱 marinated adj.腌制的 barbacoa n.印第安人发明的一种烟熏架 Mediterranean adj.地中海的 dill n.莳萝，土茴香（味冲，用作佐料） meze n.开胃菜，前菜 aubergine n.茄子 taramosalata n.希腊鱼籽酱 fish roe 鱼卵，鱼籽 tzatziki n.希腊酱汁（黄瓜酸奶酱） moussaka n.碎肉茄子蛋（希腊菜） souvlaki n.（希腊）烤肉串 skewered adj.串在竹签或铁签子上的 80烹饪、餐饮与接待英语 3 Decide if these sentences are true (T ) or false (F ). TF 1) Chilli, cumin, turmeric, tofu are common spices. 2) Tandoori chicken and naan are all cooked in a hot clay oven. 3) Masala chai is Mexicans’ favorite drink. 4) Lassi is a popular drink in India. 5) Chinese people like to have a cup of green tea before meals. 6) Woks are often used in preparing traditional Chinese cuisines. 7) Mexico is the birthplace of barbecuing technique and chocolate. 8) Oregano, mint, garlic, onion, dill and bay leaves are often seen in Greek food. 9) Taramasalata is a traditional dip of India. 4 Translate the following words and phrases into Chinese. 1) raita 2) naan 3) tandoori chicken 4) masala chai 5) Lassi 6) sweet and sour pork 7) tortilla 8) enchilada 9) salsa 10) guacamole 11) barbacoa 12) meze 13) moussaka 5 Read the text again and fill in the blanks. Food and drinks Origins Cooking techniques Indian baked in a traditional hot clay oven masala chai Indian fried and filled with meat, fish, vegetables, beans and Mexican cheese moussaka grilled on an open fire Unit 7 International Cooking 81 6 Now complete the factfiles about each cuisine. 1) Factfile on __________ food Typical meal: ____________________________________________________________________________ Spices/Sauces/Dips: _____________________________________________________________________ Traditional cooking technique/pot: _______________________________________________________ Habits and customs: often vegetarian; eat by hand. Typical dishes: tandoori chicken. Typical drinks:____________________________________________________________________________ 2) Factfile on __________ food Typical meal: ____________________________________________________________________________ Spices/Sauces: ginger, garlic, cloves and peppers; soy, oyster, yellow bean sauce. Traditional cooking technique/pot: _______________________________________________________ Habits and customs: _____________________________________________________________________ Typical dishes: ___________________________________________________________________________ Typical drinks: green tea. 3) Factfile on __________ food Typical meal: ____________________________________________________________________________ Spices/Sauces/Dips: ______________________________________________________________________ Traditional cooking technique/pot: barbacoa. Habits and customs: _____________________________________________________________________ Typical dishes: enchilada. Typical drinks:____________________________________________________________________________ 4) Factfile on __________ food Typical meal: meze, dips, bread and a main course. Spices/Sauces/Dips: _____________________________________________________________________ Traditional cooking technique/pot: skewered meat grilled on an open fire. Habits and customs: _____________________________________________________________________ Typical dishes: ___________________________________________________________________________ Typical drinks:____________________________________________________________________________ 82烹饪、餐饮与接待英语 Listening Listening 7 Listen and complete the factfile about Moroccan food with the following words and expressions. couscous and bread do not eat pork ginger harira mint hot or cold salads mint tea tagine tagine Factfile on Moroccan food . Spices/Sauces/Dips: cinnamon, cumin, turmeric, (1) ginger , paprika, (2) _______________ and saffron. . Typical meal: (3) ______________ followed by a tagine served with (4) ______________. . Traditional cooking technique/pot: (5) _________________. . Habits and customs: do not drink alcohol, (6) _________________ and only eat halal meat. . Typical drinks: (7) _________________. . Typical dishes: (8) _________________, (9) _________________. Unit 7 International Cooking 83 Reading 2Recipe 1: Borscht — Ukraine Ingredients 250 g minced beef . white cabbage, shredded 1 tbsp vegetable oil 4 potatoes, diced 8 medium raw beetroots, peeled and grated 2 tbsp chopped dill 2-3 carrots, grated 2 red peppers, seeds removed, diced sea salt 2 onions, finely diced 1 lemon, juice only freshly ground black pepper 2 tbsp tomato purée 4 tbsp crème fra.che, to serve Preparation method Roll the minced beef into golf ball-sized pieces and set aside. Pour 1.2 litres of water into a large saucepan and bring to the boil, then put the meatballs into the water followed by the potato and cabbage. Simmer gently for 5-10 minutes. While the meatballs are simmering, heat the oil in a large frying pan. Add the carrots, beetroots, onions and peppers and fry over a medium heat for about 5 minutes until they start to soften. Stir in the tomato purée and lemon juice and fry for one minute, then add the contents of the frying pan to the simmering meatballs. Simmer for about 30 minutes, or until all the vegetables are cooked and the soup has turned a deep purple colour. To serve, stir in the dill and season with sea salt and freshly ground black pepper. Ladle into warm soup bowls and top each with a spoonful of crème fra.che. Recipe 2: Teriyaki salmon — Japan Ingredients 2 salmon fillets 1 big garlic clove, finely chopped 4-5 tbsp dark soy sauce 1 small piece of ginger, finely chopped 1 lime, zest and juice 1 bunch of coriander, chopped 1 small chilli 1 tbsp sesame oil 2 tbsp maple syrup extra lime juice Preparation method Heat some oil in a pan and fry the ginger, garlic and chopped chilli. Add the zest and juice of the lime and pour in the soy sauce. Add the maple syrup and cook for 1 minute or until reduced and sticky. Meanwhile, pan-fry the two pieces of salmon for 2 minutes on each side in a hot griddle pan. When the sauce is reduced, add the salmon to the teriyaki sauce frying pan. Serve the salmon with more chopped coriander and some extra lime juice. Reading 2Recipe 1: Borscht — Ukraine Ingredients 250 g minced beef . white cabbage, shredded 1 tbsp vegetable oil 4 potatoes, diced 8 medium raw beetroots, peeled and grated 2 tbsp chopped dill 2-3 carrots, grated 2 red peppers, seeds removed, diced sea salt 2 onions, finely diced 1 lemon, juice only freshly ground black pepper 2 tbsp tomato purée 4 tbsp crème fra.che, to serve Preparation method Roll the minced beef into golf ball-sized pieces and set aside. Pour 1.2 litres of water into a large saucepan and bring to the boil, then put the meatballs into the water followed by the potato and cabbage. Simmer gently for 5-10 minutes. While the meatballs are simmering, heat the oil in a large frying pan. Add the carrots, beetroots, onions and peppers and fry over a medium heat for about 5 minutes until they start to soften. Stir in the tomato purée and lemon juice and fry for one minute, then add the contents of the frying pan to the simmering meatballs. Simmer for about 30 minutes, or until all the vegetables are cooked and the soup has turned a deep purple colour. To serve, stir in the dill and season with sea salt and freshly ground black pepper. Ladle into warm soup bowls and top each with a spoonful of crème fra.che. Recipe 2: Teriyaki salmon — Japan Ingredients 2 salmon fillets 1 big garlic clove, finely chopped 4-5 tbsp dark soy sauce 1 small piece of ginger, finely chopped 1 lime, zest and juice 1 bunch of coriander, chopped 1 small chilli 1 tbsp sesame oil 2 tbsp maple syrup extra lime juice Preparation method Heat some oil in a pan and fry the ginger, garlic and chopped chilli. Add the zest and juice of the lime and pour in the soy sauce. Add the maple syrup and cook for 1 minute or until reduced and sticky. Meanwhile, pan-fry the two pieces of salmon for 2 minutes on each side in a hot griddle pan. When the sauce is reduced, add the salmon to the teriyaki sauce frying pan. Serve the salmon with more chopped coriander and some extra lime juice. 84烹饪、餐饮与接待英语 Recipe 3: Dauphinoise potatoes — France Ingredients 1 kg potatoes, peeled and thinly sliced 50 g butter salt and freshly ground black pepper 300 ml double cream pinch freshly grated nutmeg 300 ml full-fat milk Preparation method Preheat the oven to 175°C or gas mark 3. Place the potatoes into a bowl of cold water to remove any excess starch. Drain well and dry. Butter an ovenproof dish with a teaspoon of the butter and place the potatoes in the dish in layers, overlapping a little. Season with salt, freshly ground black pepper and nutmeg between each layer. Whisk the cream and milk in a bowl until well combined. Season with salt, freshly ground black pepper and nutmeg and pour the cream and milk over the potatoes. Dot with the remaining butter and then cover with aluminium foil. Bake in the oven for one hour, or until the potatoes are just tender. After an hour, carefully remove the foil and return to the oven for a further 30 minutes or until golden-brown on top. Remove from the oven and leave to cool. MY GLOSSARY borscht n.罗宋汤；甜菜汤 Ukraine n.乌克兰 minced beef牛肉馅 dice v.把……切成小块 grate v.擦碎，磨碎 shred v.切碎；撕碎 beetroot n.甜菜根，甜菜 peel v.剥（水果、蔬菜等的）皮，去 皮 chop v.切碎，剁碎；砍，劈 grind v.（ground 为其过去分词） 磨碎；碾碎；把……磨成粉 ladle v.（用大勺）舀，盛 salmon fillet三文鱼片 dark soy sauce深色酱油；老抽 bunch n.串；束；扎 sesame oil香油，芝麻油 teriyaki sauce照烧汁 nutmeg n.肉豆蔻（尤用作调味料） excess adj.超额的，额外的，附加的； 过度的 overlap v.（物体）部分重叠，交叠 aluminium foil铝箔（作包装材料）；锡箔 纸 tender adj.柔软的；嫩的 Recipe 3: Dauphinoise potatoes — France Ingredients 1 kg potatoes, peeled and thinly sliced 50 g butter salt and freshly ground black pepper 300 ml double cream pinch freshly grated nutmeg 300 ml full-fat milk Preparation method Preheat the oven to 175°C or gas mark 3. Place the potatoes into a bowl of cold water to remove any excess starch. Drain well and dry. Butter an ovenproof dish with a teaspoon of the butter and place the potatoes in the dish in layers, overlapping a little. Season with salt, freshly ground black pepper and nutmeg between each layer. Whisk the cream and milk in a bowl until well combined. Season with salt, freshly ground black pepper and nutmeg and pour the cream and milk over the potatoes. Dot with the remaining butter and then cover with aluminium foil. Bake in the oven for one hour, or until the potatoes are just tender. After an hour, carefully remove the foil and return to the oven for a further 30 minutes or until golden-brown on top. Remove from the oven and leave to cool. MY GLOSSARY borscht n.罗宋汤；甜菜汤 Ukraine n.乌克兰 minced beef牛肉馅 dice v.把……切成小块 grate v.擦碎，磨碎 shred v.切碎；撕碎 beetroot n.甜菜根，甜菜 peel v.剥（水果、蔬菜等的）皮，去 皮 chop v.切碎，剁碎；砍，劈 grind v.（ground 为其过去分词） 磨碎；碾碎；把……磨成粉 ladle v.（用大勺）舀，盛 salmon fillet三文鱼片 dark soy sauce深色酱油；老抽 bunch n.串；束；扎 sesame oil香油，芝麻油 teriyaki sauce照烧汁 nutmeg n.肉豆蔻（尤用作调味料） excess adj.超额的，额外的，附加的； 过度的 overlap v.（物体）部分重叠，交叠 aluminium foil铝箔（作包装材料）；锡箔 纸 tender adj.柔软的；嫩的 Unit 7 International Cooking 85 8 Read the recipes and match each one with the picture of the dish. A A C CB B 9 Read the text again and complete the flow charts. Cooking Procedure of the Teriyaki Salmon Sauce fry the ginger, (1)________ and chili ↓ heat some oil in (2)________ ↓ add the (3)________ and juice ↓ pour in the (4)______________ ↓ add the (5)_______________ ↓ cook for (6)_______ minute when reduced and sticky Cooking Procedure of Dauphinoise Potaoes preheat the oven ↓ prepare the potatoes ↓ butter an (7)___________ dish ↓ place (8)____________ in the dish in layers ↓ (9)___________ the potatoes ↓ (10)___________ the cream and milk ↓ (11)_________ the cream and milk ↓ pour the cream and milk over (12)___________ ↓ (13)______ with the remaining butter ↓ cover with (14)______________ ↓ bake Cooking Procedure of (15) ___________ heat the (16)_____ in a large frying pan ↓ add the carrots, (17)____________, onions and peppers ↓ fry over a (18)__________ heat for about 5 minutes ↓ stir in the tomato puree and (19)__________ ↓ fry for 1 minute 86烹饪、餐饮与接待英语 10Read the recipes again and put the ingredients in the correct column of this table. Can you add to them? Fruits Vegetables Meat/Fish Dairy products Seasoning and condiments Sweet ingredients lime, ___________ ____________ ____________ ____________ potatoes,_______ ____________ ____________ ____________ minced beef, ___ ____________ ____________ ____________ butter, _________ ____________ ____________ ____________ soy sauce, _____ ____________ ____________ ____________ maple syrup,____ ____________ ____________ ____________ 11 Find the answers to these questions in the three recipes. Be noted that there is more than one answer to some of them. Which recipe tells you to... a bake in the oven for one and a half hours? 3 b chop coriander? ____ c fry the ingredients? ____ d roll the ingredients into golf ball-sized pieces? ____ e season with salt and pepper? ____ f simmer for 30 minutes? ____ Unit 7 International Cooking 87 g wash and drain to remove excess starch? ____ h whisk the ingredients together? ____ Speaking Speaking 12 You are contestants on a well-known TV show where you have to quickly create a main course and a dessert in just 30 minutes with limited ingredients. You have all the ingredients in the table in Exercise 10 and you can use any techniques you want. Discuss what you are going to make and how you are going to make it. Use these words and expressions for your help. Complete the table after discussion. I think we should/could... I don’t think that’s a good idea. I want to.../I’d like to... We can use... How about...?/What about....? We can combine... That’s a good idea! Let’s do... A. How about using the minced beef to make meatballs? B. That’s a good idea! 88烹饪、餐饮与接待英语 My specialties Ingredients Main course Preparation method Dessert Preparation method Writing Writing 13 Write a short paragraph about Moroccan food for a food website. Use what you have learnt in this unit for your help. Moroccan food is sweet and spicy... 14 Introduce a famous Chinese cuisine and write down the recipe. Unit 7 International Cooking 89 UNIT 8At the Bar 90烹饪、餐饮与接待英语 UNIT 8At the Bar 90烹饪、餐饮与接待英语 Unit 8 At the Bar 91 Learning Objectives Upon completion of the unit, students will be able to: . Know about various bars and what they serve; . recognize essential bar equipments; . grasp basic serving techniques in bars. Unit 8 At the Bar 91 Learning Objectives Upon completion of the unit, students will be able to: . Know about various bars and what they serve; . recognize essential bar equipments; . grasp basic serving techniques in bars. Starting Off Starting Off 1 Can you recognize the logos? Match the brands with their origins. A. China B. USA C. Germany D. Italy E. UK F. Japan G. Canada 2 Complete the form with information collected in your group. Leisure survey What coffee bar is popular in the city you live? What food and drinks are severed there? What coffee bar do you often go to? What food or drink do you often order there? Do you like the atmosphere there? Why or why not? 92烹饪、餐饮与接待英语 Reading 1Reading 1 A bar is a place where you go to buy and drink alcoholic beverages. There are many different kinds of bars. A pub (public house) is a building in Britain or Ireland where you can buy alcoholic and nonalcoholic drinks. They specialise in beer and often serve food, too. Pubs are more informal than other types of bars. Sometimes they have pool rooms or jukeboxes or host special nights for quizzes or live gigs. They are often open in the day and are always open at night. A cocktail bar specialises in cocktails, drinks which combine different spirits and fruit juices or cream. These bars are usually open at the same times as pubs, but are more sophisticated and expensive. They also have a cheap happy hour at about the time people finish work in the evening. A coffee bar, on the other hand, is a small restaurant that serves coffees and other non-alcoholic drinks and light refreshments such as sandwiches and cakes. They are usually open only during the day. The atmosphere is friendly and they are not very expensive. A snack bar is a kind of informal, inexpensive restaurant where you can buy non-alcoholic drinks and eat small meals such as sandwiches or snacks. They are usually only open during the daytime. A lounge bar, also called a saloon bar, is a public room in a hotel or restaurant, where you can buy alcoholic drinks. It is generally more luxurious than other bars and drinks are usually more expensive. They tend to stay open later than pubs but not as late as nightclubs. Wine bars specialise in selling different types of wine, although you can often order a meal at the same time. They are usually more sophisticated and more expensive than pubs and they are always open at night and sometimes during the day. There are also nightclubs, where you go to dance, drink alcohol and watch entertainment like live music, so the atmosphere is exciting. Drinks are usually very expensive, but the bar stays open until much later than in pubs or wine bars. Unit 8 At the Bar 93 MY GLOSSARY alcoholic adj.酒精的；含酒精的 informal adj.不拘礼节的；友好随便 的；非正式的 jukebox n. (酒吧等的投币式）自动点唱 机 host v.举办 quiz n.智力竞赛 live gig（流行音乐或爵士乐）现 场演奏会，现场演唱会； 现场喜剧表演 cocktail n.鸡尾酒 combine v.（使）结合，组 合，联合，混合 spirit n.烈酒 light refreshment点心和饮料 lounge bar高级酒吧 saloon bar 雅座酒吧 luxurious adj.奢侈的；十分舒适的 entertainment n.娱乐片；文娱节目；表演 会；娱乐活动 MY GLOSSARY alcoholic adj.酒精的；含酒精的 informal adj.不拘礼节的；友好随便 的；非正式的 jukebox n. (酒吧等的投币式）自动点唱 机 host v.举办 quiz n.智力竞赛 live gig（流行音乐或爵士乐）现 场演奏会，现场演唱会； 现场喜剧表演 cocktail n.鸡尾酒 combine v.（使）结合，组 合，联合，混合 spirit n.烈酒 light refreshment点心和饮料 lounge bar高级酒吧 saloon bar 雅座酒吧 luxurious adj.奢侈的；十分舒适的 entertainment n.娱乐片；文娱节目；表演 会；娱乐活动 3 Look at the photos. Do you know what kind of bar each one is? 4 Read the text again and complete the following table. In each column, put a “√” for yes, a “×” for no and “DS” for doesn’t say. Type of bar Alcohol Food Night Day Expensive Atmosphere Speciality Other characteristics pub √ √ √ √ DS informal beer pool rooms, ... cocktail coffee snack lounge wine nightclub 94烹饪、餐饮与接待英语 5 Find the words and expressions in the text that correspond to these definitions. 1) a strong alcoholic drink such as whisky or brandy spirit 2) a short period of time when drinks in a bar cost less than usual, usually in early evening ______________ 3) things to eat or drink ______________ 4) very expensive and comfortable ______________ 5) a place open at night until early morning with a bar, a disco and a deejay ______________ 6) a place where people play a game in which you hit balls into holes at the edge of a table ______________ 7) a machine that plays music when you put money into it ______________ 8) a competition in which you answer questions ______________ 9) music or other performances which you enjoy as they happen ______________ Listening 6 Listen to the conversations and decide where they take place. Conversation 1: nightclub Conversation 2: _____________________________________________________________________ Conversation 3: _____________________________________________________________________ Conversation 4: _____________________________________________________________________ 7 Listen again and complete the conversations with the following expressions. coming right up do you want some glasses I’ll try one cappuccino and one americano what can I get you, ladies what would you like who’s next please would you recommend Conversation 1 Server: (1) What would you like ? Customer: Can I have three bottles of lager? Server: Four bottles of lager? Customer: No, I said three. Unit 8 At the Bar 95 Server: Sorry. I couldn’t hear you over the music! (2) ____________________? Customer: No, thanks. Conversation 2 Server: (3) ______________________? Customer: Can I have two coffees and two pieces of chocolate cake? Server: What kind of coffees would you like? Customer: (4) ______________________. Server: That’s seven pounds fifty, please. Conversation 3 Server: Hi! (5) ______________________? All our cocktails are half price! Customer 1: I’ll have a Bellini, please. Customer 2: ...and I’ll have a Pina Colada. Server: (6) ______________________! Conversation 4 Customer: What white wine (7) _____________? Server: We have a nice Italian Pinot Grigio and a good Australian Chardonnay. Customer: (8) ______________________ the Pinot please. 96烹饪、餐饮与接待英语 Server: Certainly. 8 Listen to a bar manager and a barman doing a bar inventory and complete the following table. Bar inventory Item Quantity in stock Number to order Spirits bottles of gin 3 0 bottles of vodka bottles of dark rum bottles of light rum bottles of whisky bottles of bourbon bottles of brandy Wine bottles of dry white bottles of sweet white bottles of dry red bottles of sweet red bottles of rosé bottles of champagne Beer cases of bottled beer Item Quantity in stock Number to order Liqueurs bottles of crème de cacao bottles of crème de menthe bottles of cointreau bottles of amaretto bottles of sambuca Hot drinks packets of tea packets of coffee packets of hot chocolate Soft drinks/Mixers cartons of fruit juice: orange pineapple tomato cases of lemonade cases of cola cases of soda cases of tonic cases of mineral water Unit 8 At the Bar 97 Speaking Speaking 9 Look at the bar menu. Take turns to role play a customer and a server in a bar, and write down your dialogue. Use the conversations in Exercise 7 for your help. Server: Can I help you? Customer: Yes, I’d like a... Alcoholic cocktails Alcoholic drinks Non-alcoholic Soft drinks Hot drinks Bellini Bottled beer cocktails Cola Americano Pina Colada Draught beer Sunset Island Fruit juice Espresso coffee Singapore Sling Red wine Jungle Juice Mineral water Cappuccino Margarita White wine Chicago Lemonade Tonic water Tea Tequila Sunrise Hot chocolate 98烹饪、餐饮与接待英语 Reading 2Reading 2 What would you expect to find in a well-stocked bar? Certainly you would hope to find a waiter’s friend. This is a gadget with a bottle opener to open bottled beers and soft drinks, a corkscrew to remove corks from bottles of wine, as well as a foil cutter to remove the foil on top of bottles. Then you might hope to find an ice bucket to keep white wine and champagne chilled and a paring knife for slicing lemons and other fruits to garnish drinks. Not to mention a long bar spoon for stirring drinks. Most good bars these days have a cocktail shaker to mix cocktails and the classic-shaped cocktail glasses to pour them into. These should have a solid stem so you do not warm the drink when you are holding it. Other essential glasses include champagne flutes, with very long stems, highball glasses for soft drinks and long cocktails, and wine glasses or goblets. Finally, there should be an old-fashioned glass, which is short with a thick bottom, used for serving spirits such as whisky, and a good selection of other glassware. INGREDIENTS25 ml freshly squeezedpink grapefruit juice25 ml freshly squeezed cherry juice, sieved 25 ml cranberry juice 25 ml strawberry purée handful ice cubes strawberry to garnish The pink pick-me-up cocktail METHODPlace all of the ingredients, except the strawberry, into a cocktail shaker and shake well. Strain the liquid into a Martini glass and garnish with half a strawberry. INGREDIENTS4 very ripe peaches ornectarines, sliced and stoned50 g frozen blueberries50 g strawberries4 baby bananas or 1 large banana, cut into chunks and frozen METHOD Place the peaches or nectarines intoa juicer and extract the juice. Pour thejuice into a blender with the remaining ingredients except themaple syrup and blend. Taste the smoothie for sweetness, adding a little maple syrup if necessary. Serve immediately in tallglasses. Breakfast smoothie 6 tbsp live organic Greek yoghurt 6 Brazil nuts maple syrup to taste MY GLOSSARY waiter’s friend侍者之友（酒刀 ) gadget n.小器械，小工具 corkscrew n. (拔软木塞的 ) 螺旋形开瓶器 champagne n.香槟 chilled adj.冰冷的，冰镇的 pare v.削皮 slice v.把……切成（薄）片 garnish v.（用菜）为（食物）加装饰； 加饰菜于 shaker n.混合器，调酒器 Unit 8 At the Bar 99 10 What equipment do you need to serve the drinks? Write four of them. _____________, ____________, ___________, ____________. 11 Match the words or phrases and the photos according to the text. solid adj.固体的；坚硬的 stem n.（高脚酒杯的）脚 flute n.细长香槟杯 highball glass海波酒杯，冰威士忌苏打杯 goblet n.（玻璃或金属制）高脚酒杯 cranberry n.越橘，小红莓（用于烹饪） strain v.压 ripe adj. (水果或庄稼 ) 成熟的 nectarine n.油桃 maple syrup枫树汁；枫糖浆 smoothie n.奶昔，加奶果汁 solid adj.固体的；坚硬的 stem n.（高脚酒杯的）脚 flute n.细长香槟杯 highball glass海波酒杯，冰威士忌苏打杯 goblet n.（玻璃或金属制）高脚酒杯 cranberry n.越橘，小红莓（用于烹饪） strain v.压 ripe adj. (水果或庄稼 ) 成熟的 nectarine n.油桃 maple syrup枫树汁；枫糖浆 smoothie n.奶昔，加奶果汁 champagne flute cocktail glass cocktail shaker goblet highball glass ice bucket long bar spoon old-fashioned glass paring knife waiter’s friend 1) waiter’s friend 2) 5) 3) 4) 6) 7) 8) 9) 10) 100烹饪、餐饮与接待英语 12 Choose correct answer according to the text. 1) To serve soft drinks and long cocktails, _________ are used. A. champagne flutes B. goblets C. highball glasses D. old-fashioned glasses 2) Whisky is served in _________. A. champagne flutes B. goblets C. highball glasses D. old-fashioned glasses 3) _________ is essential in a cocktail glass. A. A long stem B. A solid stem C. A thick bottom D. A thin wall 4) A waiter’s friend includes _________. A. a paring knife, a long bar spoon and a corkscrew B. a bottle opener, a foil cutter and a paring knife C. an ice bucket, a bottle opener and a corkscrew D. a foil cutter, a bottle opener and a corkscrew 5) The glasses serving spirits have _________. A. a long stem B. a thick bottom C. a solid stem D. a thin wall 13 Read the text again and complete the sentences with the following words and expressions. bottle opener chilled cork gadget garnish stem 1) Go and get another bottle of white wine from the fridge. This one isn’t chilled enough. 2) Can I borrow your waiter’s friend? The ___________ is broken on this one and I need to open this beer. 3) Oh no! The ___________ in this bottle is rotten! The wine smells like vinegar! 4) We’ve got a new ___________ for crushing plastic for recycling. 5) The long ___________ on this champagne flute is so elegant! 6) You should ___________ a Pina Colada cocktail with a slice of pineapple. Unit 8 At the Bar 101 Writing Writing 14Your bar manager asked you to write an email ordering the things that were missing from the bar inventory. Do not forget to ask for bottles, cases, boxes, etc. Dear Geoff, I’m sending you an urgent order for... Best wishes 102烹饪、餐饮与接待英语 15 Make a survey around the city you live and complete the form below. Popular bars in my city pub coffee bar snack bar lounge bar wine bar Name Drinks Foods Open hour Unit 8 At the Bar 103 UNIT 9At the Reception 104烹饪、餐饮与接待英语 UNIT 9At the Reception 104烹饪、餐饮与接待英语 Unit 9 At the Reception 105 Learning Objectives Upon completion of the unit, students will be able to: . Know about responsibilities of a receptionist; . be familiar with various hotel services and amenities; . grasp basic serving techniques as a receptionist. Unit 9 At the Reception 105 Learning Objectives Upon completion of the unit, students will be able to: . Know about responsibilities of a receptionist; . be familiar with various hotel services and amenities; . grasp basic serving techniques as a receptionist. Starting Off Starting Off 1 Work in groups and complete the survey. 106烹饪、餐饮与接待英语 Hotel survey Where have you travelled? (countries or cities) ________________________________________________________________________________________________ Where did you stay? ________________________________________________________________________________________________ Do you like the accommodation? Why or why not? ________________________________________________________________________________________________ What service or amenity impressed you most? ________________________________________________________________________________________________ What are the particular features of the accommodation? ________________________________________________________________________________________________ Reading 1Reading 1 A hotel receptionist, also known as a front office or front desk clerk, is the first person you meet when you enter a hotel reception. They perform vital administrative and public relations tasks within an organisation. Their work starts before you even arrive at the hotel, as they deal with initial inquiries and manage reservations by phone, email or internet booking forms. They also handle any specific booking requests you may have such as conference rooms, childcare facilities or disabled access. When you arrive at the hotel, they welcome you and register you, usually via a computerised system. When check-in is complete and the receptionist has provided you with essential information about hotel orientation and amenities like the bar, restaurant and leisure facilities, you are allocated your room and given the necessary key or electronic pass. During your stay the receptionist is responsible for providing a range of information and services to you, face-to-face and over the phone. These include: taking and passing on messages to and from guests about room-service orders; responding to special requests like booking theatre tickets or storing valuables; providing information about facilities around the hotel; giving advice or directions and dealing with any customer complaints or problems. At the end of your stay, the receptionist checks you out of the hotel. This process can include presenting you with a bill for your accommodation, or use of services such as laundry or the mini- bar; they can take credit or debit card payments, help you with arrangements for your onward journey by ordering you a taxi or a hire car and offering any further assistance they can. In addition to customer service, receptionists carry out general administrative duties, doing tasks such as photocopying, invoicing and bookkeeping. They also frequently handle foreign exchange in large hotels. In smaller hotels they might also be responsible for showing guests to their rooms, serving drinks from the bar, keeping the reception area tidy and even doubling up as security guards at night! MY GLOSSARY receptionist n.前台接待 clerk n.店员，办事员 administrative adj.管理的；行政的 initial adj.最初的，开始的，首先 的 inquiry n.询问 reservation n.预订，预约 conference room会议室 disabled access无障碍通 道 register v.登记姓名，办理入住 via prep.通过，凭借 orientation n.情况介绍；方向 amenity n.福利设施，便利设施 leisure facility休闲设施 a range of 一系列；一些 Unit 9 At the Reception 107 valuables n.（尤指私人的）贵重物credit card信用卡 品 debit card借记卡 present v.把……交给 invoice v.开发票 bill n.账单 bookkeeping n.记账，统计 accommodation n.住宿；膳宿 2 What are the tasks of a hotel receptionist? Tick (√) the ones they do. 1) √ welcoming guests 2) ordering taxis or hiring cars for guests 3) managing bookings 4) checking guests into and out of the hotel 5) preparing bills and taking payments 6) handling foreign exchange 7) taking and passing on messages to guests 8) responding to special requests from guests 3 Find the words in the text and decide what type of words (e.g. noun, verb, etc.) they are. Then match them with their correct definitions a–i. 1) reception a a reason for not being satisfied; a statement that sb. makes saying that they are not satisfied 2) administrative b a meeting at which people have formal discussions 3) inquiry c the area inside the entrance of a hotel, an office building, etc. where guests or visitors go first when they arrive 4) reservation d somewhere to live or stay, often also providing food or other services 5) conference e connected with organizing the work of a business or an institution 6) register f to record your name on an official list 7) amenity g an arrangement for a seat on a plane or train, a room in a hotel, etc. to be kept for you 8) complaint h a request for information about sb./sth.; a question about sb./sth. 9) accommodation i a feature that makes a place pleasant, comfortable or easy to live in 108烹饪、餐饮与接待英语 4 The reading passage has 6 paragraphs. Label them with letters A–F. Then decide which paragraph contains the following information. □ Helping guests hire a taxi. □ Handling accounting business such as issuing an invoice. □ Registering guests and allocating them the rooms available. □ A mention of the position of a front desk clerk. □ A reference to deal with reservation of childcare facilities. 5 Read the text again and complete this additional list of hotel receptionists’ duties with the missing verbs. carrying out dealing doubling up giving handling keeping passing on providing taking 1) Handling specific booking requests. 2) _____________ essential information about hotel amenities. 3) _____________ and _____________ messages from guests about room-service orders. 4) _____________ advice or directions. 5) _____________ with customer complaints or problems. 6) _____________ general administrative duties. 7) _____________ the reception area tidy. 8) _____________ as security guards at night. Listening 6 Listen to the telephone conversation between a guest and a receptionist about where facilities are located in the Hotel Britannia and write the floor number next to each one. 1) fitness facilities 3rd floor 2) swimming pool _______ 3) coffee bar _______ 4) terrace bar _______ 5) buffet service restaurant _______ 6) à la carte restaurant _______ 7) lounge bar _______ Unit 9 At the Reception 109 7 Listen to the conversation again, label the facilities. Hotel amenities Floor 5) ___________ 6) ___________ 7) ___________ 3) ___________ 1) ___________ 4) ___________ 2) ___________ terrace bar à la carte restaurant reception fitness facilities 8 Complete the conversation below between a receptionist and a customer checking out. Then listen and check your answers. can I pay by debit card could you book me a taxi to the station, please I’d like a receipt, please I’d like to check out, please thank you very much Customer: Hi! (1) I’d like to check out, please . Receptionist: Just a moment and I’ll get your bill. Here you are, Sir. Please check it. Customer: Yes, that seems OK. (2) _______________________________________________? Receptionist: Yes, of course. Customer: (3) __________________________________________________. Receptionist: Certainly. Here it is. Is there anything else I can help you with? Customer: (4) __________________________________________________? Receptionist: Your taxi is here, Sir. Have a pleasant trip. Customer: (5) __________________________________________________. Goodbye. Receptionist: Goodbye Sir. We hope to see you here again soon. 110烹饪、餐饮与接待英语 Reading 2Reading 2 To help you enjoy your stay at the Hotel Britannia, we offer the following services and amenities: Hotel amenities For your health and well-being . spa and health club . indoor swimming pool . fitness facilities For your business needs . multiple small meeting rooms . multiple conference/meeting rooms . banquet facilities . computer rental . audio-visual equipment . secretarial services For your comfort, safety and convenience . valet parking . 24-hour front desk . security guard . complimentary newspapers in lobby . multilingual staff . foreign exchange . lift to all floors . tour/ticket assistance . luggage storage For your catering needs . two restaurants in hotel . lounge bar . coffee bar . rooftop terrace bar Room amenities 24-hour laundry service 24-hour room service air conditioning electronic pass/keys free high speed wi-fi internet access direct-dial phone voice mail wake-up service and alarm clock study desk rooms for guests with disabilities family rooms with cribs available in-room childcare (surcharge) pets can stay on request (surcharge) daily housekeeping extra towels/bedding in room iron/ironing board complimentary toiletries hair dryer complimentary sewing kit shower/tub combination makeup/shaving mirror in-room safe deposit box mini-bar with cold beverages and snacks satellite television service *Please note that this hotel is non-smoking. MY GLOSSARY fitness facility健身设施 multiple adj.数量多的；多种多样的 banquet facility宴会设施 rental n.租赁 audio-visual adj.视听的 secretarial adj.秘书的； 文秘工作的 valet parking代客泊车 lobby n.大厅；休息室；会客室 foreign exchange外币兑换 Unit 9 At the Reception 111 terrace n.（尤指房屋或餐馆外 的）露天平台，阳台 laundry n.洗衣店，洗衣房 disability n.（指状态、身心、学习等 方面的）缺陷，障碍 surcharge v.向（某人）收取额外费 用 housekeeping n.客房服务 towel n.毛巾 ironing board熨衣板 toiletry n.洗漱用品 sewing kit针线包 makeup n.化妆 safe deposit box 保险箱 terrace n.（尤指房屋或餐馆外 的）露天平台，阳台 laundry n.洗衣店，洗衣房 disability n.（指状态、身心、学习等 方面的）缺陷，障碍 surcharge v.向（某人）收取额外费 用 housekeeping n.客房服务 towel n.毛巾 ironing board熨衣板 toiletry n.洗漱用品 sewing kit针线包 makeup n.化妆 safe deposit box 保险箱 9Match these hotel services and amenities with the pictures. 1) F 24-hour laundry service 4) spa and health club 2) fitness facilities 5) valet parking 3) safe deposit box 6) welcome hamper A D B E C F 112烹饪、餐饮与接待英语 10Read the brochure and put a tick next to the pictures in Exercise 9 if the brochure offers. 11 Read the brochure again and answer these questions about the Hotel Britannia. 1) Which services are available for business guests? 2) How many restaurants does the Hotel Britannia have? 3) Which services must you pay extra for? 4) What can you do in your room? 12Translate this part of the amenities into Chinese. For your business needs . multiple small meeting rooms . multiple conference / meeting rooms . banquet facilities . computer rental . audio-visual equipment . secretarial services For your comfort, safety and convenience . valet parking . 24-hour front desk . security guard . complimentary newspapers in lobby . multilingual staff . foreign exchange . lift to all floors . tour/ticket assistance . luggage storage For your catering needs . two restaurants in hotel . lounge bar . coffee bar . rooftop terrace bar . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ . ______________________________________________ Unit 9 At the Reception 113 13 Classify the facilities. Write A–H in the correct box. A. Activities B. Reception services C. Outdoors D. Family service E. General F. Business facilities G. Cleaning service H. Food & drinks Facilities Service details Non-smoking rooms Airport shuttle service (additional charge) Room service Safety deposit box Air conditioning Lift Newspaper Terrace Out-door swimming pool Restaurant Snack bar Lounge bar Breakfast in the room Fax Photocopying Computer rental Ticket service Concierge service Luggage storage 24-hour front desk Tour desk Express check-in and check-out Daily housekeeping Laundry Ironing service Dry cleaning (additional charge) Babysitting Childcare service Fitness centre Indoor swimming pool Mini cinema 114烹饪、餐饮与接待英语 Speaking Speaking 14 Act out a conversation, asking for directions to the facilities in the Hotel Britannia. You may use what you have learned above and the following expressions for your help. Can I help you? I’d like to... Can/Could you tell me where...? Thank you. That’s very helpful/kind. It’s on the...floor, near/behind/next to... You’re welcome. A: Hello, reception. Can I help you? B: Could you tell me where the...? Unit 9 At the Reception 115 Writing Writing 15 Look at the online hotel registration form and answer the questions. Hotel Booking Form Please fill out the reservation request form below. We will send the confirmation invoice detailing the bookings, terms & payment via email within 24-48 hours. * required fields Title: Mr Mrs Ms Miss Dr Prof Surname:* ............................................... First name:*............................................. Address:*................................................. City:*....................................................... Postcode:* ............................................... Country:* ................................................ Telephone no. (including international dialling code):* .................................................... Email address:.......................................... Hotel booking details Check-in date:* ....................... (dd/mm/yy) Check-out date:* .................... (dd/mm/yy) No. of nights* No. of rooms required* No. of adults No. of children Occupancy:* single double twin room triple room Type of board:* B&B half board full board Type of bathroom:* en suite bathroom shared bathroom Any special requests (disabled access, booking of conference rooms, childcare, etc.): 1) When will the hotel contact the customer? 2) What is the international dialling code for China? 3) If you ask for the following types of occupancy, how many beds will you get and will they be big or small? a Single: ____________ b Double: ____________ c Twin: ____________ d Triple: ____________ 4) What kind of board should you book to get... a bed and breakfast? ____________ b bed, breakfast and dinner? ____________ c bed, breakfast, lunch and dinner? ____________ 5) What should you ask for to be sure of having a private bathroom in your room? 16Complete the online hotel booking form in Exercise 15 with information about yourself. 116烹饪、餐饮与接待英语 17 There is a problem with the online booking system. Write an email with the information in your booking form. Use these expressions to help you. I want to book...for...nights. I need... I’m arriving on... Kind regards. I’m leaving on.... I’d like a single/double/twin/triple room... with an en suite bathroom. with bed and breakfast/half board/full board. Dear Sir/Madam, ... Unit 9 At the Reception 117 UNIT 10Problems and Complaints 118烹饪、餐饮与接待英语 UNIT 10Problems and Complaints 118烹饪、餐饮与接待英语 Unit 10 Problems and Complaints 119 Learning Objectives Upon completion of the unit, students will be able to: . deal with various customers’ complaints; . be familiar with the rules of customer care; . respond properly to customers’ complaints or feedback. Unit 10 Problems and Complaints 119 Learning Objectives Upon completion of the unit, students will be able to: . deal with various customers’ complaints; . be familiar with the rules of customer care; . respond properly to customers’ complaints or feedback. Starting Off Starting Off 1 Look at the pictures and match them with these common customer complaints. 1) cannot get the waiter’s attention 2) portions are too small 3) the bill is wrong 4) the order is wrong 5) food does not arrive A B C D E 2 Work in groups and complete the survey. Service and amenities survey Which hotel were you not satisfied with among the ones you have stayed before? ________________________________________________________________________________________________ What were the services or amenities you were not satisfied with? ■ _______________________ ■ _______________________ ■ _______________________ ■ _______________________ ■ _______________________ Which restaurant were you not satisfied with among the ones you have been to before? ________________________________________________________________________________________________ What were the foods, drinks or services you were not satisfied with? ■ _______________________ ■ _______________________ ■ _______________________ ■ _______________________ ■ _______________________ 120烹饪、餐饮与接待英语 Reading 1Reading 1 The first thing people usually want to complain about is slow service. It takes the customer forever to attract the attention of the waiter and when they finally do, the waiter tells them to wait a minute because it is very busy, or the waiter ignores the customer completely. This is always a bad start. The waiter must always go to the table immediately and, even if they are too busy to stay at that moment, tell the guest they will be right with them as soon as they can to take their order. Never ignore an angry, hungry customer! The waiter has finally taken the customer’s order and time passes but no food arrives! What makes things worse is that all the other tables are receiving their orders and eating their food. What now? When the food takes a long time to come out of the kitchen, many waiters avoid customers until the food is ready. Don’t! Check with the kitchen as to when food will be ready. Go over to the table and tell them when it will be coming out and apologise for the delay. Another complaint is usually when the food is delivered to the table and something does not come out the way the guest ordered it; for example, a steak well-done instead of rare. To avoid this complaint make sure you take time to listen to what the guest is ordering and write it down correctly. If you do not understand something, ask them to repeat it, especially if it has special instructions. When there is a misunderstanding, apologise and correct the order as soon as possible. The waiter brings the customer’s long awaited meal. When the customer looks at his plate, instead of seeing the chicken and mushroom pie with chips he ordered, he sees poached salmon and salad – clearly it is the wrong order! Once again the server should make sure he hands in the right orders for the right tables and checks the food against the order pad when getting it from the kitchen. In any case, the server should apologise, try to resolve the situation as quickly as possible and maybe offer the customer a complimentary drink. The guest has been very patient, but when the right meal finally does arrive, the portion of fish or meat is very small and they can hardly see the vegetables on their plate at all, so they complain. A server should appreciate that every customer’s appetite is different so the best thing to do is to apologise and offer to get them additional food like bread, potatoes, etc. Then tell the head chef so they can change the portion sizes in the future. Finally the disastrous meal is over and the bill arrives, but there are all sorts of items on it that the customer does not recognise or did not order. The customer complains about the bill. It is surprising how many people prefer to eat a mediocre meal at the right price than a good meal when a restaurant overcharges for it. A good waiter should never argue with a customer, but take the bill away, check it and bring it back with the appropriate alterations as soon as possible. Unit 10 Problems and Complaints 121 MY GLOSSARY complain v.抱怨 attract someone’s attention 引起某人的注意 ignore v.忽视 avoid v.回避，避开，躲避 apologise v.道歉 delay v. & n.耽搁，拖延 deliver v.递送，运输 instruction n.指令，指示 poached salmon清蒸鲑鱼 order pad订单 resolve v.解决 complimentary adj.免费的，赠送的 appetite n.胃口，食欲 disastrous adj.极糟糕的；灾难性 的；完全失败的 mediocre adj.平庸的；普通的；平 常的 overcharge v.多收（某人的）钱 alteration n.改变，更改，改动 MY GLOSSARY complain v.抱怨 attract someone’s attention 引起某人的注意 ignore v.忽视 avoid v.回避，避开，躲避 apologise v.道歉 delay v. & n.耽搁，拖延 deliver v.递送，运输 instruction n.指令，指示 poached salmon清蒸鲑鱼 order pad订单 resolve v.解决 complimentary adj.免费的，赠送的 appetite n.胃口，食欲 disastrous adj.极糟糕的；灾难性 的；完全失败的 mediocre adj.平庸的；普通的；平 常的 overcharge v.多收（某人的）钱 alteration n.改变，更改，改动 3 Decide the statements are true (T ) or false (F ). TF 1) A waiter does not need to go to the table immediately if he is very busy. 2) A waiter should wait together with customers at the table when customers’ order is delayed. 3) It is important for a waiter to check the food against the order pad before severing. 4) The head chef will change a large one for the customer when he or she complains that the portion of the main dish is too small. 5) A waiter can not argue with the customer even he or she is impatient and impolite. 4 The reading passage has 6 paragraphs. Label them with letters A–F. Then match the headings with correct paragraphs. □ Customers are severed wrong food. □ Customers do not have the food portion as they expect. □ Customers are kept waiting to make order. □ Customers are severed with wrongly cooked food. □ Customers are overcharged for wrong items. □ Customers can not get their food in time. 122烹饪、餐饮与接待英语 5 Read the text again and choose the correct answer. 1) The waiter should ____________ when the restaurant is very busy. A. neglect the customers B. tell the customers they are busy C. suggest customers to go to the restaurant next door D. tell the the customers they will come as soon as possible 2) A waiter should ___________ when customers have waited more than 30 minutes for their food. A. check with the kitchen B. tell the head chef C. offer free drinks D. avoid seeing customers 3) A waiter should __________ when steak is overdone instead of rare as they ordered. A. check with the kitchen B. apologise and correct the order C. persuade the customer to accept the food D. report to the head chef 4) A waiter should _________ to avoid misunderstanding. A. be polite to the customers at any moment B. apologise to the customers C. take orders very carefully D. always report immediately to the head chef 5) A waiter may _________ when customers are served fish instead of beef they ordered. A. charge the food to their credit card B. charge the customers free C. offer the customers a free salad D. offer the customers a free drink 6) A waiter should _________ when customers say the meat on their plate is too small. A. offer another meat at a discount B. get the customers some bread or potatoes C. tell the head chef to change immediately D. offer the customers a free drink 7) A waiter should _________ when food not ordered are on their bill. A. check and correct the bill for the customers B. apologise and charge the customers free C. check and report to the head chef immediately D. check and offer the customers a free drink Unit 10 Problems and Complaints 123 Listening Listening 6 Listen to the customer complaints and match them with the solutions. 1) I’m in a hurry. a I’ll change it. 2) You brought me the wrong side order. b I’ll find you a table as soon as possible. 3) I’m afraid I didn’t book. c I’ll get you a fresh one. 4) You didn’t give me the right change. d 1 I’ll take your order immediately. 5) There’s something in my drink. e I’ll check the bill straight away. 7 Complete the conversations according to what you hear. Conversation one Customer: Excuse me. Waitress: Yes sir? Customer: Can you take my order please. I’m (1) ____________. Waitress: No problem. I’ll take your order (2) _______________. Conversation two Waitress: Is everything OK with your meal, sir? Customer: Not really. You brought me the wrong (3) ______________. I wanted (4) ____________ with my steak but you brought me (5) ______________. Waitress: I’m terribly sorry, sir. I’ll change it for you. Conversation three Waiter: Can I help you, sir? Customer: Do you have a table for (6) ________? Waiter: Do you have a (7) _______________, sir? Customer: No, I’m afraid I didn’t (8) _______. Waiter: If you take a seat at the (9) __________, I’ll find you a table as soon as possible. Customer: Thank you very much. Waiter: You’re welcome. Conversation four Waiter: Is there a problem with the (10) __________, madam? 124烹饪、餐饮与接待英语 Customer: You didn’t give me the right (11) ____________. Waiter: I do apologise madam. I’ll (12) ___________ straight away. Customer: Thank you. Waiter: Not at all. Conversation five Customer: Excuse me, there’s something in my (13) ___________. Waiter: I’m very sorry. I’ll get you (14) _____________. Customer: Thank you. Waiter: Don’t mention it. Speaking 8 Take turns to role play a server and a customer in the following situations. You may use what you have learned above for your help. For the customers Here are the problems: . your pasta is overcooked . your plate is dirty . there’s a hair in your soup . everybody at your table has got their main course except for you . your chicken isn’t cooked . they’ve overcharged you on the bill For the waiters Find the solutions! Offering help (waiters) Is everything OK, Sir/Madam? Is there a problem? Can I help you? Saying sorry (waiters) I’m afraid... I’m (terribly) sorry. I (do) apologise. Accepting (customers) Thank you. That’s very helpful/kind. Yes, please. Expressing the problem (customers) There’s a problem with... I’m not happy with... No, everything is not OK! I’d like to complain about... Offering solutions (waiters) I’ll... Can I...? Would you like...? No problem. Responding to thanks (waiters) You’re welcome! Not at all. Don’t mention it. No problem. Unit 10 Problems and Complaints 125 Waiter: Is everything OK with your meal? Customer: No, my pasta is... Waiter: I do apologise... I’ll... Customer: Thank you. Waiter: No problem! Reading 2 Remember that “the customer is always right” and always be polite and professional. The customer is not complaining about you personally, but about a product or a service. Be positive! It is better for a customer to complain than to walk away and never come back. Some customers do not complain but tell their friends about their bad experience. When there is a problem, apologise immediately and offer to correct the mistake, change the meal, adjust the portion size, etc. If possible, take your customer away from the other people in the restaurant when they make their complaint. This way, other customers do not overhear. Do not get defensive. You do not want to get into an argument with your customer, even if they want to get into one with you! Ask the customer to tell you exactly what the problem is and make sure you listen very carefully to what they tell you. You will only anger the customer more if they have to repeat themselves to someone else or to correct your version. Stay calm at all times and make sure you understand their complaint and they are happy with your proposed solution. 9 Complete the rules of customer care by underlining the correct words. Then translate the rules into Chinese. 1) The customer is always/never right. 2) Always/Never be polite and professional. 3) The customer is/isn’t complaining about you personally. 4) Be positive/negative. It’s better/worse for the customer to complain than to walk away. 5) Apologise immediately/eventually and offer to correct the mistake. 6) Take your customer away from/towards other people when they make their complaint. 126烹饪、餐饮与接待英语 7) You don’t want/want an argument with your customer. 8) Ask/Don’t ask the customer to tell you what the problem is. 9) Listen/Don’t listen carefully to what they tell you. 10)Stay/Don’t stay calm at all times. 10Complete the summary according the text above. Choose correct answer for each blank. A. Repeat the problem (to check if you understand) B. Accept or reject the solution C. Ask the customer to come somewhere more private with you D. Offer the customer a solution E. Ask the customer if you can help him or her Handling complaints 1) ____________________________ Say that you want to complain 2) ____________________________ Explain what the problem is (you are very angry) 3) ____________________________ Correct the waiter or waitress if he or she makes any mistakes or confirm he or she understands 4) ____________________________ 5) ____________________________ Check that the customer is happy (if not, offer another solution) Confirm you are happy and thank the waiter or waitress Respond to the customer’s thanks Waiter/Waitress Customer Waiter/Waitress Customer Waiter/Waitress Customer Waiter/Waitress Customer Waiter/Waitress Customer Waiter/Waitress Unit 10 Problems and Complaints 127 11 Decide the sentences are true (T ) or False (F ) according to the forms below. TF 1) The guest is a Canadian. 2) The guest stayed at the hotel for a week. 3) The guest had 5 free breakfasts. 4) The guest stayed in a smart double room with a bathroom. 5) The guest was very satisfied with the site of the hotel. Season Flower Hotel Booking Form Please fill out the reservation request form below. We will send the confirmation invoice detailing the bookings, terms & payment via email within 24-48 hours. * required fields Title: √Mr Mrs Ms Miss Dr Prof Surname:* Walter First name:* Johnson City:* Venice Hotel booking details Check-in date:* 15/10/2018 (dd/mm/yy) Check-out date:* 20/10/2018 (dd/mm/yy) No. of nights:* 5 No. of rooms required:* 1 No. of adults: 1 No. of children: 0 Occupancy:* single √smart double twin room triple room Type of board:* √B&B half board full board Type of bathroom:* √en suite bathroom shared bathroom Any special requests (disabled access, booking of conference rooms, childcare, etc.): no-smoking room Country:* Italy Email address: TravelerJW2018@hotmail.com 128烹饪、餐饮与接待英语 Season Flower Hotel Feedback Form Name: Johnson Walter Email address: TravelerJW2018@hotmail.com Is this your first visit? √Yes No Your comments of the hotel: What do you particularly like about our hotel? . The location of the hotel is exceptional close to several famous tourist attractions. The view outside the room window is wonderful. The room is not big but with clean bath room and sink. What do you particularly dislike about our hotel? One evening there was no hot water in the bathroom. Although later I was arranged to another room to have a shower, I still felt it was very inconvenient. There were a small kettle and some tea bags. However as a green tea lover, I felt disappointed that the green tea was not offered. The wall is thin and guests next door were too noisy. What should we change or add to improve your experience of staying with us? More breakfast options. Breakfast was included in the room rate but the choice was very limited. Adjust the size of the food. The food in the restaurants was tasty but the portion of some items was too small. What was the attitude of our staff? (you can tick more than one) helpful unhelpful polite rude √ other (please specify) All other staff were trying to make their service better except the receptionist who kept me waiting half an hour to get registered. excellent very good good poor Rate the food: excellent very good good poor Rate the hotel: excellent very good good poor Rate the reception service: excellent very good good OK √ poor Rate the room service: √OK√OK√OK Thank you for helping us improve our service. We look forward to seeing you again soon! Unit 10 Problems and Complaints 129 12 Answer the questions according to the forms in Exercise 11. 1) When did the guest check out? 2) Which did his payment include, breakfasts, lunches or dinners? 3) What was the special request the guest asked for? 4) What was the guest general comments of the hotel? 5) Who was the guest not satisfied with? 6) What did the guest complain about the food? 7) What did the guest complain about the room facilities? 130烹饪、餐饮与接待英语 Writing Writing 13 Imagine you went to the Roebuck Restaurant and had a bad experience. Complete this feedback form. Name: ___________________________________________________________________________________________________ Email address: ___________________________________________________________________________________________ Is this your first visit? Yes No Describe the atmosphere in the restaurant? fun sophisticated boring romantic other (please specify)__________________ How long did it take for the server to take your order? ____________________________________________________ How long did it take for your meal to arrive? _____________________________________________________________ What was the attitude of the servers? (you can tick more than one) helpful unhelpful polite rude other (please specify) _______________________ Rate the service: excellent very good good OK poor Rate the food: excellent very good good OK poor What did you particularly like/dislike about the restaurant? _______________________________________________ __________________________________________________________________________________________________________ What should we change/add to improve your experience? ________________________________________________ __________________________________________________________________________________________________________ Please tick the box if we can contact you about your experience. Thank you for helping us improve our service. We hope to see you again soon! The Roebuck Restaurant Feedback Form Tick the appropriate boxes Unit 10 Problems and Complaints 131 14 Read this email you received from the manager of the Roebuck Restaurant in response to your feedback form and write a reply. Use the information you have learnt for your help. Subject: feedback form Dear Customer, I’m sorry to hear that you didn’t enjoy your recent visit to our restaurant. It would be very helpful if you could explain your complaint to me in an email and tell me how you would like me to resolve this problem. We greatly value all our customers and would hate to lose you. I look forward to hearing from you as soon as possible. Kind regards Zoe Rees Food and Beverage Manager Dear Zoe, Thank you for your email. I would like to complain about... 132烹饪、餐饮与接待英语