Warm Up Activity: Fill in the blanks with correct sentences from the box.

<A> Hostess: Ruth’s Chris. How may I assist you?Guest:

<B> Host: Guest: Seven o’clock, and there will be 4 people.

<C> Hostess: Guest: My last name is Wilson.

<D> Hostess: Guest: Non-smoking, please.

<E> Guest: We’d like to come tonight.Host:

<F> Guest: Host: No, there is no dress code.

1. What name can I use to hold the table?2. I would like to make a reservation for this Sunday.3. Do I have to dress formally?4. How many persons are there in your party?5. I’m terribly sorry. We’re fully booked tonight.6. Would you like smoking or non-smoking?

Conversation

(A guest calls Ruth’s Chris to make a reservation.)

Host: Good evening. How may I assist you?Guest: This is Jane Cooper. I’d like to book a table for four, please.Host: What date and time would you like the reservation for, Ms. Cooper?Guest: I would prefer 7:00 p.m. this Friday.Host: Just one minute, please.

I’m terribly sorry to say all the tables are fully booked until 8:00 p.m. But we take orders up to 9:00 p.m. Would a reservation for 8:00 p.m. be acceptable to you, Ms. Cooper?

Guest: Well, I think that should work. Please make the reservation for me.Host: Certainly. Is there a number where you can be reached?Guest: Yes, my cell phone is 0989-102-563.Host: Do you prefer smoking area or non-smoking area?Guest: Non-smoking, please. Host: Alright. You have reserved a table for four in the non-smoking area at 8:00 p.m. this Friday evening.

Guest: That’s correct. Host: Thank you for calling, Ms. Cooper. We look forward to seeing you this Friday evening.

Vocabulary 1. reservation

n. 預訂We have made reservations for three people tonight.

2. assistv. 協助The waitress assists in taking orders.

3. bookv. 預約Robert booked a table for two to celebrate his anniversary.

4. preferv. 更喜歡；寧願I prefer a table next to the window.

5. terriblyadv. 很John is terribly sorry for his carelessness.

6. fullyadv. 滿地The restaurant is fully booked today.

7. reachv. 與…取得聯繫You can reach me via my cell phone.

Listening Practice 1: Listen to the conversation again and select the best answers to each

question.

1. What information did the host NOT ask about in this reservation? A. The contact number C. The seat preferenceB: The payment method D. The requested date

2. What time is the reservation for?A. 7:00 p.m. this Friday C. 7:00 p.m. next Friday B: 8:00 p.m. this Friday D. 8:00 p.m. next Friday

Listening practice 2: Review the conversation and then, listen to the rephrased questions

and choose the best responses.

1. ( ) A. I would prefer 7:00 p.m. this Friday. B. Nonsmoking, please.

C. You can reach me on my cell phone. My cell phone is 0989-102-563.

Phrases1. up to 直到

The kitchen is open up to 10:00 p.m.2. be seated 被安排座位

We were seated in the corner by the waiter.3. look forward to 期待

I look forward to your visit to Taiwan.

8. non-smokingadj. 非吸菸的；禁止吸菸的Public areas are all nonsmoking in Taiwan.

9. reservev. 預約I’ve reserved two tables for tonight’s party.

D. This is Jane Cooper. I’d like to book a table for four, please.2. ( ) A. No, thank you.

B. Yes, that’s all.

C. Yes, please do.

D. No. It will be fine.

Script for listening practice 21. Would you prefer a table in the smoking or non-smoking area?2. Would you mind making a reservation after eight, Ms. Cooper?

Listening practice 3: Listen to the talk and choose the best answers to the following

questions.

( ) 1. What is the purpose of this talk? A. How to take reservations B. How to make a hotel reservation C. How to make an appointment with a doctor D. How to make a reservation for a restaurant

( ) 2. Who is this talk directed to?A. Company owners B. GuestsC. Staff members D. Elderly patrons

Script of listening practice 3: (adapted from:http://experts.merchantcircle.com/articles/How-to-Make-a-Dinner-Reservation/1009939)Most people love to dine out and this is especially true on special occasions. Also, it is recommended to make dinner reservations ahead for certain evenings or holidays like Valentine’s Day or New Year’s Eve. This helps to make sure that your favorite restaurant will be available when you choose to go. The following are some steps for making reservations. When calling the restaurant, make sure to have all the needed information available. Let the reservationist know how many people are attending and what time the reservation is for. If you would like to be seated in a certain area of the restaurant, this is the time to let the reservationist know. It is also important to let them know if children will be attending and if booster seats or highchairs are needed. Be sure to call the restaurant way ahead of time to reserve a table(s), especially if you have a special date in mind such as a holiday, a special seating area you would like or if you are dining with a large group.

Useful ExpressionsCommon expressions for taking reservations

*Time: For what time will that be? / What time is the reservation for?* Number of Guests: How many people will there be in your party? / How many will that be for?* Smoking: Would you prefer a table in the smoking or non-smoking area? / Is that smoking or non-smoking?*Contact number: Is there a number where you can be reached? / Can I have a contact number, please?

Oral Practice 1: Match the question with the best response.

A. That will be fine.B. Yes. It’s Portman, P-O-R-T-M-A-N. C. Is it possible for you to put me in the non-smoking area? Thank you. □ D. Yes, I want to make a reservation.

Q1. Could I have the spelling of your last name? Q2. I’m sorry, but the tables for 7 o’clock this evening are fully booked. Would 8 p.m. work for you?Q3. Would you prefer a table in the smoking or non-smoking area?Q4. Hello, how may I help you?

Oral Practice 2: Complete the dialogue using the above information to help. Then, role-play with your partner.

(A guest calls to make a reservation.)

Host: George’s Steak House. How may I assist you?Guest: Yes. I’d like to make a reservation for 7:00 p.m. this evening.Host: May I have your name, Madame?Guest: It’s Stella Portman, P-O-R-T-M-A-N.Host: Okay, Ms. Portman. How many people will there be in your party?Guest: We will need a table for four. Host: Please wait a moment while I check for availability. (Checking the information) Yes, Ms. Portman, we have a table available .Guest: Thank you for your help! Host: Ms. Portman, we do ask that guests arrive on time as we only keep the table for 5 minutes .Guest: Sure, we will be there on time.Host: Thank you for calling. W e are looking forward to seeing you tonight .

Reading Practice

(A guest calls to make a reservation.)Host: Terrace Restaurant. How may I help you?Guest: Yes. I want a table for 6:00 p.m. this evening.Host: I’m terribly sorry, sir. All the tables are reserved tonight. Guest: What about if there are no-shows?Host: Well, sir, you can come to the restaurant without a reservation, but there are others on the waiting list as well. Even if there are no-shows, we estimate at least an hour’s wait. Would a reservation for 7:00 p.m. be too late for you? Guest: Yes, I’m afraid so. Host: May I suggest The Spice Garden, Sir? They serve excellent Indian cuisine nearby, and there might be tables still available.Guest: All right. I’ll try that restaurant.Host: I am so sorry for any inconvenience that this has caused you. May I transfer your call, please?Guest: Yes, thank you.Host: Please hold. I’ll put you right through.

Practice

Vocabulary 1. suggest

v. 建議；提議The manager suggests that we can come half an hour later.

2. availableadj. 可使用的；開放的Are there any tables available for tonight?

3. inconveniencen. 不便The delay caused great inconveniences.

4. causev. 造成；導致What caused him to quit his job?

5. transferv. 轉接Please wait a second. I’ll refer you to the hotel.

6. hold v.稍等一下Please hold. I’ll check the availability for you.

Phrases1. put through 轉接

Please put me through the Oasis Restaurant, thank you.

assist terribly up toavailable nonsmoking reservation

look forward to being seated suggest

1. All the tables are booked until 9:00 p.m. Would a after nine be OK with you?2. Would you mind in the corner?3. Definitely . My wife is allergic to cigarette smoke.4. Thank you for calling, Ms. Peterson. We seeing you on July fourth.5. Good evening, Oasis Restaurant. This is Kelly speaking. How may I you?6. Yes, we do have tables on Christmas Eve. 7. I’m sorry, but I’m afraid pets are not allowed.8. We take orders 9:00 p.m.9. May I the Beijing Kitchen? They serve the best Chinese cuisine in town.

Reading Comprehension Check

Activity A: Read the complaint letter and circle the correct answer for the true/false questions

14 May 2011

Dear Sir/Madam,

I am writing to you regarding my visit with my husband to your restaurant last Saturday evening. The service we got was very disappointing, and we had a very long wait for our food. All of this was especially disappointing as this was supposed to be a special occasion for us—our 25th wedding anniversary.

I don’t mind a 10-15 minute wait; however, we ordered our food at 7:20 p.m. and it didn’t arrive until 8:20 p.m. When I questioned a member of your team member after 40 minutes, she explained that the kitchen was very busy and went to find out how long our order would take. She was very polite and helpful, but this does not take away from the fact that the food took 1 hour.

I expected a degree of good service, not the wait that we experienced.Unfortunately, I will not be recommending this restaurant to any of my friend and will not be visiting again.

I look forward to your response.

Jane FullerJane Fuller(Why two “Jane Fuller”? Is the second supposed to be a signature?)

1. The guest was complaining ( T / F )2. The guest waited for 40 minutes for her food. ( T / F )3. The waitress didn’t have a good attitude toward the guest. ( T / F )4. The guest is willing to visit the restaurant again if the service improves. ( T / F )5. The restaurant promises to reply to the guest’s letter. ( T / F )

Activity B: Read the dialogue and fill in the correct sentences from the box.

(The server approaches the table.)

Server: How is your dinner?Guest: Good, thanks.Server: Guest: Oh, I wish I could, but I’m so full now. The dinner was wonderful and the service was excellent.Server: Thanks for your compliment. I’m glad you enjoyed it.Guest: Server: Certainly. I’ll be back in just a minute with your check.(After 1 minute.)Server: This is your bill. That’ll be $3210.Guest: Server: Yes, we accept VISA, MasterCard, and American Express.(The guest points at the check.)Guest: Server: The $200 is for garlic bread.Guest: Server: Yes, it is. There is a ten percent service charge.Guest: Here you go. (With VISA card)Server: Thank you. Please wait a minute, I’ll be right back.

A. Can I have my bill now?B. Would you like to order any dessert?C. Do you take credit cards?D. What is this charge for?E. Okay. Is the service charge included in the bill?

Activity C: Role Play!

Grammar

A. 表「時間」的介詞介詞 說明 例句

1. at「時間的一點或短時間」 at seven在七點、at breakfast在早餐時、

at night在晚上、at sunrise在日出2. on

「特定的時間」，用於「日期；週日」 on Sunday在星期日、on the first of May

在五月一日、on New Year’s Day元旦3. in

「較長的時間」，用於「年、月、上午、晚上、季節」

in the morning(afternoon, evening)在早上(下午；晚上)、in August 在八月、 in winter 在冬天

Practice: Complete the sentences with the correct time prepositions1. “When were you born?” “I was born December 25, 1995.2. They are leaving for Tainan the evening.3. I’ve booked a table for six 9:00.4. She arrived at the restaurant lunchtime.

Name: Ms. Jennifer AnistonGuests: 2Date & Time:

14 Feb 20:00 p.m.Special Request:

1. Candlelit Dinner2. Nonsmoking3. Birthday cake with 23 candles

Contact Number: 0910-910-223

5. We have a reservation this week, Saturday.

B. 數量形容詞加可數名詞 加不可數名詞many 許多 much 許多

few 幾乎沒有 little 幾乎沒有a few 一些 a little 一些

a number of 許多；若干 an amount of 許多a good number of 很多 a good deal of很多a great number of很多 a great deal of很多a large number of很多 large amounts of很多

Ex: How many guests are there in your group? 請問總共幾位? He has a few friends. 他有幾個朋友。 There are a few apples in the basket. 籃子裡有一些蘋果。

We only had a little time for dinner. 我們有一些吃晚餐的時間。 He spent a great deal of money on food. 他花了很多錢在吃的上面。

C. Sentence Usage

Do (所有格) + V-ingWould if + S + V 你介意…嗎?

Do you mind if Sean (come) with us? Would you mind (seat) next to the window? I don’t mind (have) some dessert first. Would you mind if we (arrange) a birthday cake for your wife?

Answers: comes/seating/ having/arrangeAnswer Keys 「願意」 No. Certainly not. / Of course not.「不願意」 Yes. Certainly. / Of course.

you mind +

feel like + N / V-ing would like to + V like/ want to + V prefer to + V care for + N

想要

Do you feel like having some drinks?I would like to have my bill.Would you prefer to change your reservation to this Friday?Would you prefer a table in the smoking or nonsmoking area?Would you care for a drink while you are waiting at the bar?

Useful information

When dealing with complaint and requests, you can answer:

Guest: You forgot my drink.Waiter: I am terribly sorry. I’ll be right back with your order.

Guest: There is a fly in my soup.Waitress: I am very sorry. I will bring you another order of soup.

Guest: We’ve been waiting for an hour!Hostess: I’m sorry, but we are especially busy this evening. Perhaps you’d like to wait at the lounge while we find you a table?

Guest: This is not what I ordered!Waiter: Please accept my apology. I will change it.

Step 2I’ll be right back with your order. I will find out what the problem is. I’ll see to this personally. I will try to hurry things up.

Step 1I am very/ terribly/ really sorry, Sir/Ms. Please allow me to apologize. I am sorry to hear that…

Payment Process

Guest Check23/09/2012 20:18:24

Table: 12 Bill No. 0113431. Caear Salad X 1 NT$ 180

2. Roasted Lamb Chops X 1 NT$ 300

3. Mashed Potato X 1 NT$ 170

4. Lobster Bisque X 1 NT$ 3505. Tiramisu X 1 NT$ 230Service charge NT$ 123Total NT$1,353

How would you like to pay? How will you be paying? How are you going to pay your check? Are you a hotel guest? Your name and room number, please? Would you like one bill or separate bills?

The bill, please. I’d like to settle my bill, please? Please bring me my check, please. We’d like to pay. Can I have the tab, please? Sir, your bill comes to NT$1,350.

Here is your change of … Could you sign the bill, please? Thank you very much. We hope you enjoyed your meal. We look forward to seeing you soon.

Guest: I’d like to settle my bill, please.Waitress: Yes, Sir. Here you are. Your bill comes to NT$4,500.Guest: I’d like to pay with a credit card.Waitress: As you wish, Sir. Please have your signature here.Guest: Sure.Waitress: Thank you very much. Here is your receipt. Guest: Thank you.Waitress: You are welcome. Have a nice evening.

Best-response questions1. I’m sorry, but our kitchen (stops/ closes) at 11:00 p.m.2. Our (special/ specialty) is Sirloin Steak.3. Are you (prepared/ ready) to order?4. I (recommend/ request) the French Onion Soup.5. We accept all (primary/ major) credit cards.

6. Thank you for the wonderful service!□Would you like me to bring your bill?□Yes, it is.□My pleasure. Please come again.7. Can we get a table that’s not next to the kitchen?□How about that one by the window?□How about that one by the kitchen?□Is there something wrong with your meal?8. This card might be maxed out. Let me know if there’s a problem.□OK. If your credit card doesn’t go through I’ll let you know.□Will you be paying cash?□The bill comes to NT$125.9. Can we sit at that table by the window?□The patio is closed.□I’m sorry. That table is reserved.□Where would you like to sit?10. Where’s the restroom?□It’s down the hall, on the left.□Yes, you can use the restroom.□Please follow me. I’ll show you to your table.11. Do we have to wait to be seated?□Yes, the hostess will seat you in a moment.□I’ll get you some menus.

□Yes, how can I help you?14. We reserved a table under the name of Brown. □I’m sorry, there’s no one here by that name. □Please follow me. I’ll show you to your table. □Do you have a reservation?15. Do you accept Visa? □Yes, you can pay cash. □Please pay at the cash register. □Yes, we accept all major credit cards.

Final Lesson Practice

Practice 1 Photographs: Look at the pictures below and listen to the statements. Then

choose the best answers.

1.

(A) He is introducing the menu to the guest.(B) She is introducing the menu to the guest.(C) She is welcoming the guest to the restaurant.(D) He is entering the restaurant.

2.

(A) She is making an appointment with a doctor. (B) She is making the reservation with the restaurant.(C) She is making the phone call with her teacher.(D) She is replying to an emergency phone call.

A picture of a waitress introducing the menu

A picture of a lady making reservation of a restaurant

Practice 2 Question-Response: Listen and choose the best responses.

1. Mark your answer. A B C

2. Mark your answer. A B C

Scripts:1. How many people are there in your party?

(A) We will need a table for four.(B) I think it is good for you.(C) It’s five to six.

2. Which area do you prefer, the smoking or non-smoking area?

(A) Is it possible for me to get a seat near the window? (B) I don’t drink alcohol, thank you. (C) I’d like to have the seat in the non-smoking area.

Practice 3: Short Talk: Listen to the short talk and choose the best answers.

1. Which dish is not on the menu? (A)Beef steak (B) Codfish (C) Chicken (D) Pork steak

2. Who is the speaker? (A) The server (B) The runner (C) The hostess (D) The sommelier

Script: All right, here's some water and bread for you to start with. I’m Anna and I will be your waitress tonight. Allow me to introduce our menu for you this evening. We have two selections of main dishes for you to choose from: one is U.S. Roast Beef Tenderloin, Cod Brandade, Butter Carrots, and Shiraz Jus (爐烤美國菲力牛排、鱈魚洋芋蓉、奶油紅蘿蔔、紅酒醬汁) and the other main course is Chicken Crepinette, Zucchini Potato Quiche, and Tomato Marjoram Jus, with Herb Salad. (雞肉網油捲、櫛瓜洋芋派、番茄馬鬱蘭草醬汁、香草沙拉) We highly recommend the tenderloin if you are a steak-lover. Please take your time looking over the menu, and I'll be back to take your order as soon as you're ready.

The above article is adapted from http://www.english-test.net/toeic/listening/restaurant_employee_is_promoting_dinner_specials.html#

TOEIC_Listening_ComprehensionThe menu is from Bel Air of Grand Hyatt Taipeihttp://www.grandhyatttaipei.com.tw/clubhyatt/BA_menu/BA-Set-Dinner-Menu-5th-Jun-2011.pdf

Practice 4 Language function practice: 1. Be able to understand the format of an email. 2. Be able to know common expressions in an email

Answer keys:

1. Best regards --------__A 2. Plus, I would like to book the Christmas special for our dinner. Please mail me a quotation form

for the payment. Thank you. --------__B _ 3. I would like to reserve a table for two for Christmas dinner. If possible, I’d like to request a table

on the terrace facing the city view.---------_ C

4. Carl Lukas -------__D _ Dear Reservationist -------___ E

E-C-B-A-D

To: The Santa Claus RestaurantFrom: Carl LukasSubject: I want to reserve a table for Christmas

_____(___E___)___,

( )

( )

____( )______,____( )______

Self-learning Assessment Box

Please copy it from the template.

Practice 5 (Grammar Practice)1. Please try to use the format provided below and write an e-mail to book a table at the Shangri-

La’s for your family reunion.2. Special requests:

A. There are five people in your family.B. You will need a vegetarian menu for your grandparents.C. You’d like to book a table for your family.

To: From:Subject:

Example:To: Reservationist at Shangri-La’sFrom: Joanne LeanneSubject: Family reunion request (5 pax)Dear reservationist,

This is from Ms. Joanne Leanne and I will need a table for five people next Thursday evening (10/20). I am wondering if I can have the vegetarian menu at your restaurant.

Also, I would love to book Roasted Beijing Duck for our dinner.

Please tell me the availability as soon as possible and thank you for your assistance.Warm regards,Joanne Leanne