Unit 1

Unit 1: Taking a reservation

Dialogue 1: Questions and answers

1/ What does the customer want to reserse? _________________________________

2/ What time does he want to reserve? ______________________________________

3/ Does his reservation available? _________________________________________

4/ Write down his telephone number. ______________________________________

Dialogue 2: Questions and answers

1/ The customer wants to

a/ reservation

b/ cancel a reservation

c/ asking for a delivery

d/ none of above

2/ What kind of food does the restaurant reserve? _____________________________

3/ What time does the customer want the delivery? ____________________________

4/ Write down the customer address and telephone number

_____________________________________________________________________

5/ How much does the customer has to pay? _________________________________

Dialogue 1.1

R: Good morning. Sunflower Restaurant. Martin speaking. May I help you?

C: I’d like to reserve a table for two

R: Yes sir. What time would you like your table?

C: Around 6:30pm

R: Fine. I’ll reserve a table for two at 6:30 sir. We should keep your table until 7. May

I have your name and telephone number, please.

C: Paul Brown. And my number is 8811-2346

R: Could you tell me how to spell your name?

C: Yes. B-r-o-w-n. Brown

R: Thank you, Mr. Brown. By the way, we only can keep your table for half an hour.

That means you should come before 7. We look forward to having you with us

tonight.

Dialogue 1.2

R: Good afternoon. Green Apple Restaurant. What can I do for you?

C: Good afternoon. I’m calling from Mali Auditing Firm. Do you deliver?

R: Yes. We have varieties of lunch boxes, porridges and noodles (cơm hộp, cháo yến

mạch và mì)

C: we need 80 lunch boxes. Could you send them to us before 1pm

R: sure. No problem. May I have your name, address and telephone number, please?

C: I’t room 1101 Jinhua building. The number is 8844-7765. And my name is Jenny

R: OK, Jenny. 80 lunch boxes to 1101 Jinhua building, and send them before 1pm. Is

it right?

C: Perfect.

R: the total is 640 yaun. Would you need the invoice?

C: yes. Thank you.

R: you’re welcome. Bye, now

Dialogue 1.3

C: Hello, is that Ivy Coffee shop?

R: Speaking. May I help you? (Tôi xin nghe. Tôi có thể giúp gì cho ông?)

C: Yes. I’d like a table for four at 7 this everning. Can you arrange it for us?

R: Just a minute. I’ll check if there is any availability. I’m sorry sir. It has been fully

booked at this time. Would you mind changing it to 8:30pm. And our drinks are at

half price after 8:30pm

C: Fine. I change the time to 8:30

R: Thank you very much

Unit 2: Greeting, Leading and Farewell

Dialogue 1: Listen and list the sentences using for

1/ Greeting ___________________________________________________________

_____________________________________________________________________

2/ Leading ____________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

3/ Farewell ___________________________________________________________

_____________________________________________________________________

Dialogue 2: Questions and answers

1/ How many peoples does the receptionist suggest a table for?

2/ How many peoples does the customer actually reserve?

3/ Where is table that the receptionist suggests to the customer?

Dialogue 3: Questions and answers

1/ Does the customer have a reservation?

2/ Is there any availability for them?

3/ How long does the customer has to wait?

4/ What does the receptionist suggest the customer to do?

Dialogue 1

R: Good everning sir. Have you got a reservation?

C: Yes. For 7:00. The name is Baker

R: Welcome. Your table is ready. We have been holding it for you. Could you follow

me, please?

C: It’s fine. Thank you

R: The floor is wet. Please mind your step. This is the table for you. Please be seated.

(mời ông ngồi) Here is the menu. The waiter will be with you in the moment

Dialogue 2

R: Good everning ladies and gentlemen. Welcome to our restaurant.

C: Good everning

R: A table for five? (ông muốn bàn cho 5 người phải không?)

C: No. One more (còn thêm 1 người nữa)

R: Do you have a reservation?

C: I don’t think I have one

R: This way, please. How about the center table? It’s with up to 8 seats

C: That’s fine

R: Here’s the menu. Please take your time. The waiter will be at your service soon

(Quý vị cứ từ từ. Nhân viên bàn sẽ sớm phục vụ quý vị)

C: Thank you

Dialogue 3

R: Good morning. Welcome. Do you have a reservation?

C: No. I’m afraid we don’t

R: Do you come with your friends?

C: Yes. Four are on the way

R: Im sorry, but there’s no seats available for five now. Do you mind waiting for

about 30 minutes. You can have a drink there or read newspaper in the lounge (phòng

đợi/phòng khách)

C: That’s a good idea

R: May I have your name

C: Robert

R: We’ll seat you when we have a table (chúng tôi sẽ xếp chỗ cho ông khi có bàn)

R: Excuse me, sir. We can seat your party now (bây giờ chúng tôi có thể xếp chỗ cho

đoàn của ông)

C: Good

R: Please step this way

Unit 3: Taking order (Asian style)

Questions and answers

1/ What food does the customer like?

_________________________________________________________________________________________

2/ What type of dishes does he refer to taste?

_________________________________________________________________________________________

3/ List three dishes he’ll takes?

_________________________________________________________________________________________

4/ How long does it take to prepare the foods?

_________________________________________________________________________________________

Dialogue 1

W: Good everning. May I have your order now?

C: Yes. Could you recommend me some special Chiness food? I’d like some local dishes

W: what type of dishes do you refer, light or spicy ones?

C: I don’t have any particular taste

W: If that’s the case, I’d like to suggest you tasting “Dongjiang Salt-baked Chicken” It’s a

Guangdong specialty (trong trường hợp này, tôi khuyên ông nên dùng thử món gà rang muối

đông giang. Nó là đặc sản của Quảng đông). It’s a very old traditional dish. It’s tasty and

worth a try

C: Ok. I’ll take it

W: We have a very nice broccoli today. What about mixed vegetable? (hôm nay chúng tôi có

món súp lơ xanh rất ngon. Ông thấy món rau trộn thế nào)

C: That’s a good idea.

W: would you like soup? I’d like to suggest our house soup (ông có dùng món canh không?

Tôi muốn giới thiệu món canh của nhà hàng chúng tôi)

C: How do you prepare your house soup? (món canh của nhà hàng nó như thế nào)

W: It has chicken, corn and bamboo shoots (bắp và măng) in it. The soup’s really good and

it’s always been a favorite with our customers

C: Hmm, I’ll take it

W: Would you want anything else?

C: No. Thanks.

W: Sir, you’d like the Dongjiang salt-baked chicken, mixed vegetable and house soup. Am I

correct? (có đúng không ạ?)

C: Yes, exactly

W: Sir, your dishes will take about 15 minutes to prepare. While waiting, would you like

something to drink?

C: OK. I’ll have TsingTao beer

W: OK. Thank you.

Unit 4: Euro-American meals (các bữa ăn Âu Mỹ)

Dialogue 1

1/ What would he like to start with?

_________________________________________________________________________________________

2/ Does he take juice?

_________________________________________________________________________________________

3/ How would he like his eggs?

_________________________________________________________________________________________

4/ What foods that he want to serve with his eggs

_________________________________________________________________________________________

5/ What drink does he want later?

_________________________________________________________________________________________

Dialogue 2

1/ What would she like to start with?

_________________________________________________________________________________________

2/ What would she like for the main course?

_________________________________________________________________________________________

3/ Does she have some dessert?

_________________________________________________________________________________________

4/ What drink does she like?

_________________________________________________________________________________________

Dialogue 1

W: Good morning sir. May I take your order now?

C: Yes. I’d like an american breakfast

W: An american breakfast. What would you like to start with? (bữa ăn sáng kiểu mỹ.

ông muốn khai vị bằng món gì)

C: The corn flakes (bánh ngô)

W: What kind of juice would you refer? (ông muốn dùng loại nước quả nào)

C: Orange, please

W: How would you like your eggs?

C: Fried. Sunny-side up (trứng rán. Chỉ rán 1 mặt)

W: We serve ham or bacon (giăm bông hoặc thịt lợn muối) with your eggs. Which do

you refer?

C: Ham, please

W: Would you refer toast or rolls? (bánh mì nướng hay bánh mì cuộn)

C: Toast, please

W: Would you like honey or jam with your toast?

C: Oh, jam, of course

W: And tea or coffee

C: Coffee please

W: And would you like it black or white

C: I’d like it black

W: Now or later?

C: Later, please

W: Certainly sir. (được ạ). An american breakfast with orange juice, fried eggs sunny-

side up, ham, toast with jam and black coffee. Would you like anything else?

C: No. That’s all

W: Good. Please wait a moment. I’ll bring them soon

Dialogue 2

W: Good everning. May I have your order now?

C: Yes. I’d like to start with some tequila. It’s my favorite

W: What would you like for the main course?

C: I’d like veal cutlet (thịt bê cốt lết)

W: How do you like your steak done, madam? (bà muốn món thịt bê được chế biến

thế nào?)

C: Rare, please (bê tái)

W: Would you like some fresh vegetables to go with it?

C: I’ll have some broccoli (súp lơ xanh)

W: Yes. How about some dessert?

C: Thanks. But I’ll have no dessert. Please give me a cup of hot coffee with cream

W: Yes. So a cup of tequila. The main course is a veal cutlet, rare done, with broccoli.

And a cup of hot coffee with cream

C: Thank you

W: It’s my pleasure. (rất hân hạnh) Just a moment, please. I’ll go and get it for you

right away

Unit 5: Serving dishes (Phục vụ món)

Dialogue 1

1/ What is the customer problem?

_________________________________________________________________________________________

2/ What was the customer order?

_________________________________________________________________________________________

3/ What was she thought she order?

_________________________________________________________________________________________

4/ What is her request? Is it accepted? Why?

_________________________________________________________________________________________

Dialogue 2

1/ Does the customer enjoy the meal?

_________________________________________________________________________________________

2/State the sentences she talks about the meal. _________________________________________________________________________________________

3/ What would she like to complete her meal?

_________________________________________________________________________________________

4/ Does she want a dessert? What’s that?

_________________________________________________________________________________________

Dialogue 1

C: Waiter. I don’t think I order it

W: Wait a moment. I’ll check the order list for you. Excuse me, madam. Im afraid there’s no

mistake. This is the deep-fried bell pepper (ớt ngọt xào kĩ) you ordered

C: Really? I thought I ordered deep-fried egg-plant (cà xào kĩ). Can I change it?

W: I’m afraid not. Once it’s ordered and served, it cant be exchanged

C: That’s all right.

Dialogue 2

W: Would you like us to serve now, madam?

C: Sure, please

W: Your steak, salad and red wine. Please enjoy.

W: Excuse me, may I take your plate away? Did you enjoy your meal?

C: Sure, go ahead. Yes, it’s great. All the dishes are delicious and just to my taste (hợp khẩu

vị)

W: Would you like a liqueur to complete your meal? (bà có muốn dùng rượu mùi để kết thúc

bữa ăn không ạ?)

C: OK. An cherry heering, please (có. cho một ly anh đào)

W: How about some dessert? Our ice-cream is very popular, there’re different tastes (với

nhiều hương vị khác nhau)

C: Fine. I’d like to have a strawberry ice-cream

W: Your strawberry ice-cream, madam. Shall I bring your wine now or later?

C: Later, thank you.

C: May I have the bill? And the wine please

W: Certainly, madam. Here is you wine. How is everything

C: Fine. Thank you

Unit 6: Beverage Service (Phục vụ đồ uống)

Questions and answers

1/ Have you ever serve the beverage? State the process to serve it right

_________________________________________________________________________________________

_________________________________________________________________________________________

2/ While you are serving the beverage, the customer invite you to join with them.

What would you do? If you don’t accept, what woud you say?

_________________________________________________________________________________________

_________________________________________________________________________________________

Dialogue 1

W: Your Red Burgundy, sir. May I serve it now?

C: Yes, please

W: I’ll put the cork (nắp chai) here. (Waiter pours wine). May I decant it now to allow

it to breathe? (tôi có thể chắt rượu ra cho nó bay hơi được không?) How is it, sir? (ông

thấy sao?)

C: Excellent

W: Please taste it sir. Is it all right?

C: Wonderful

W: Thank you. Please enjoy your meal

Dialogue 2

C1: A pint of mild, please (Cho tôi một panh bia nhẹ. 1 panh mỹ = 0.474 lít. 1 panh

anh = 0.58 lít)

W: Sorry, we have bottled. I’m afraid no draught (bia thùng)

C: Then I’ll have a bottle

W: Certainly. Here you are

C2: A large scotch, please

W: On the rock, sir? (dùng đá không ạ?)

C2: No, thanks. Just a little water, please

W: Anything else, sir?

C2: Do you have any bits of nibble (đồ nhắm)

W: Of course, sir. I’ll bring you some crisps and peanuts (khoai tây rán giòn và đậu

phộng)

C2: And do you sell cigarretes?

W: There’s a machine outside, sir

C2: Thank you

Unit 7: Paying Bills

Dialogue 1

1/ Imaging you do the restaurant bussiness. Does your restaurant accept the tips?

_________________________________________________________________________________________

_________________________________________________________________________________________

_________________________________________________________________________________________

2/ Explain the advantages and disadvantages of receiving the tips

_________________________________________________________________________________________

_________________________________________________________________________________________

_________________________________________________________________________________________

_________________________________________________________________________________________

Dialogue 2

1/ What are the customer ask about the bill?

_________________________________________________________________________________________

2/ Who is the customer pay?

_________________________________________________________________________________________

Dialogue 1

C1: May I have the bill, please

W: Sure. Here it is. Separate bills or one bill?

C1: It’s on me. Just one bill, please

C2: Ok. Remember on me next time

W: Excuse me. Your bill comes to 95 yaun

C1: Here’s 100 yaun. Keeps the changes (anh cứ giữ tiền dư)

W: It’s very kind of you sir. But we don’t accept tips. A 10% service charge has

already been added to your bill. Thank you all the same (cám ơn lòng tốt của ông).

Here are the changes

C1: Thanks

W: Thank you sir. Do come again, please (mong ông quay lại)

Dialogue 2

W: Excuse me. May I know who is paying, please

C: Please bring me the bill

W: Here it is

C: What is $26 for?

W: It’s for two cups of coffee

C: I see. Have you taken off the price of the T-bone steak (trừ tiền món thịt nướng

xương chữ T) we cancelled earlier from the bill

W: Yes, we cancelled

C: OK. Do I pay you or the cashier (tôi thanh toán với anh hay với quầy thu ngân)

W: Either will be ok

C: Then I’ll pay you

Unit 8: Handling Complains (giải quyết khiếu nại)

Dialogue 1

1/ What is the waiter mistake? _________________________________________________________________________________________

2/ How long has the customer been waiting?

_________________________________________________________________________________________-

3/ How does the waiter explain to the customer _________________________________________________________________________________________

Dialogue 2

1/ What is the customer complain about? _________________________________________________________________________________________

2/ Is his complain right? _________________________________________________________________________________________

3/ How many does he has to pay? _________________________________________________________________________________________

Dialogue 1

W: Excuse me, sir. Here is your fish

C: Wait. I ordered the steamed fish (cá hấp), but this is the smoked fish (cá hun khói)

W: Oh, I’m terribly sorry sir. I got the wrong table (tôi mang nhầm bàn). I’ll see about

your order soon

C: Please be quick. I’ve been waiting for 15 minutes

W: The steamed fish takes quite a while (khá lâu) to prepare. Would you like a salad

while you’re waiting

C: No. thanks

Dialogue 2

W: Excuse me, sir. The total is 208 yaun

C: The bill is more than I thought

W: We can look at the bill together if you feel there’s something wrong

C: We cancelled the stewed fish head (đầu cá ninh nhừ), but it’s still on the bill

W: Oh I apologize for that. I’ll let the cashier check it again (tôi sẽ bảo thu ngân kiểm

tra lại). Sorry for the mistake (xin lỗi về sự nhầm lẫn này). Now the total is 178 yaun.

Please check it again

C: That’s ok

W: Sorry for taking your time (làm mất thời gian của ông). You’re welcome to come

again

Unit 9: Special service

Dialogue 1

1/ What does the customer ask for?

_________________________________________________________________________________________

2/ Is Mr. Smith there?

_________________________________________________________________________________________

3/ What is the message the customer wants to give Mr. Smith?

_________________________________________________________________________________________

Dialogue 3

1/ What is the customer problem?

_________________________________________________________________________________________

2/ Does the waiter help her?

_________________________________________________________________________________________

3/ How she thanks him?

_________________________________________________________________________________________

4/ Does he accept it?

_________________________________________________________________________________________

Dialogue 1

C: Hello. Is this Flower restaurant?

W: Speaking. May I help you

C: Yes, I’d like to speak to Mr. Smith plz. He should be in the restaurant having lunch

(ông ấy chắc hẳn đang ở nhà hàng ăn trưa)

W: It’s the Smith that has lunch here every day? Is it a tall man, about 40?

C: Yes, is he there now?

W: I’m afraid not. He left half an hour ago. But he said he would be back at 2pm

C: oh can you give him a message when he arrives? I can’t contact him for he left his

cell phone at office

W: Certainly sir. Go ahead, plz (ông cứ tiếp tục đi ạ)

C: Could you tell him to come back to the office at 3pm for a meeting?

W: May I have your name, plz

C: Yes, it’s Johnson.

W: Does he know how to contact with you?

C: Yes, of course

W: OK. I’ll give him your message

C: That’s very kind of you. Thanks

W: You’re welcome. Bye

Dialogue 2

C: Good everning. Today is my husband’s birthday. I’d like to order a special dinner

for him. This is his first time to celebrate his birthday in china

W: I’m very happy to hear that. Plz give my best regard to him

C: Thank you. What do chinese people usually have for birthday? (thường ăn gì trong

ngày sinh nhật)

W: Traditionally, we eat noodles for the birthday. We call it Longevity noodles (mì

trường thọ). And some people have birthday cakes

C: Good, while in Rome, do as Romans do (nhập gia tùy tục). We’ll have noodles

then. Two bowls. Is there any special meaning for us to have noodles on his birthday

(việc chúng tôi ăn mì trong ngày sinh nhật của anh ấy có ý nghĩa đặc biệt gì không?)

W: Yes, chinese peole think long noodles stand for longevity. And it creates perfect

harmony among people when families and friends get together to enjoy longevity

noodles on one’s birthday (tạo ra sự hòa thuận giữa mọi ng khi gia đình và bạn bè

quây quần ăn mì trường thọ trong ngày sinh nhật của ai đó)

C: It sounds great. It’s a wonderful custom

Dialogue 3

W: Excuse me. Can I help you, sir?

C: Yes. I had dinner here just about half an hour ago. It was in a hurry for an

important meeting (tôi đang vội cho), so I finished the dinner very quickly. But I

suddenly found (đột nhiên nhận ra) my briefcase missing on the way. I wonder if you

could help me to find it (không biết là anh có thể)

W: Don’t worry. What is the briefcase like and where you sat when you had the

dinner?

C: It’s black with a small brown capital M.C on the front side. M.C is the initials of

my name. I sat here when I have dinner

W: We did find a black briefcase when clear out the table. But I’m not sure weather

there are capital letters. Could you wait a moment, plz. Is this yours?

C: Yes, that’s it. I really don’t know how I can thank you (tôi không biết phải cảm ơn

anh thế nào). It’s very important to me. Plz keep it.

W: Oh thank you very much. But I cant accept it (tôi không thể nhận được). It’s my

pleasure to do what I can do for the guests (tôi rất hân hạnh làm điều gì tôi có thể làm

cho quý khách). I wish your meeting successful