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

c/ asking for a delivery

b/ cancel a reservation

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: Id like to reserve a table for two
R: Yes sir. What time would you like your table?
C: Around 6:30pm
R: Fine. Ill 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. Im calling from Mali Auditing Firm. Do you deliver?
R: Yes. We have varieties of lunch boxes, porridges and noodles (cm hp, cho yn
mch v m)
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: It 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: youre welcome. Bye, now

Dialogue 1.3
C: Hello, is that Ivy Coffee shop?
R: Speaking. May I help you? (Ti xin nghe. Ti c th gip g cho ng?)
C: Yes. Id like a table for four at 7 this everning. Can you arrange it for us?
R: Just a minute. Ill check if there is any availability. Im 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: Its fine. Thank you
R: The floor is wet. Please mind your step. This is the table for you. Please be seated.
(mi ng ngi) 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? (ng mun bn cho 5 ngi phi khng?)
C: No. One more (cn thm 1 ngi na)
R: Do you have a reservation?
C: I dont think I have one
R: This way, please. How about the center table? Its with up to 8 seats
C: Thats fine
R: Heres the menu. Please take your time. The waiter will be at your service soon
(Qu v c t t. Nhn vin bn s sm phc v qu v)
C: Thank you

Dialogue 3
R: Good morning. Welcome. Do you have a reservation?
C: No. Im afraid we dont
R: Do you come with your friends?

C: Yes. Four are on the way

R: Im sorry, but theres 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 (phng
i/phng khch)
C: Thats a good idea
R: May I have your name
C: Robert
R: Well seat you when we have a table (chng ti s xp ch cho ng khi c bn)

R: Excuse me, sir. We can seat your party now (by gi chng ti c th xp ch cho
on ca ng)
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 hell 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? Id like some local dishes
W: what type of dishes do you refer, light or spicy ones?
C: I dont have any particular taste
W: If thats the case, Id like to suggest you tasting Dongjiang Salt-baked Chicken Its a
Guangdong specialty (trong trng hp ny, ti khuyn ng nn dng th mn g rang mui
ng giang. N l c sn ca Qung ng). Its a very old traditional dish. Its tasty and
worth a try
C: Ok. Ill take it
W: We have a very nice broccoli today. What about mixed vegetable? (hm nay chng ti c
mn sp l xanh rt ngon. ng thy mn rau trn th no)
C: Thats a good idea.
W: would you like soup? Id like to suggest our house soup (ng c dng mn canh khng?
Ti mun gii thiu mn canh ca nh hng chng ti)
C: How do you prepare your house soup? (mn canh ca nh hng n nh th no)
W: It has chicken, corn and bamboo shoots (bp v mng) in it. The soups really good and
its always been a favorite with our customers
C: Hmm, Ill take it
W: Would you want anything else?
C: No. Thanks.
W: Sir, youd like the Dongjiang salt-baked chicken, mixed vegetable and house soup. Am I
correct? (c ng khng ?)
C: Yes, exactly
W: Sir, your dishes will take about 15 minutes to prepare. While waiting, would you like
something to drink?
C: OK. Ill have TsingTao beer
W: OK. Thank you.

Unit 4: Euro-American meals (cc ba n u M)

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. Id like an american breakfast
W: An american breakfast. What would you like to start with? (ba n sng kiu m.
ng mun khai v bng mn g)
C: The corn flakes (bnh ng)
W: What kind of juice would you refer? (ng mun dng loi nc qu no)
C: Orange, please
W: How would you like your eggs?
C: Fried. Sunny-side up (trng rn. Ch rn 1 mt)
W: We serve ham or bacon (gim bng hoc tht ln mui) with your eggs. Which do
you refer?
C: Ham, please
W: Would you refer toast or rolls? (bnh m nng hay bnh m cun)
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: Id like it black
W: Now or later?
C: Later, please
W: Certainly sir. (c ). 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. Thats all
W: Good. Please wait a moment. Ill bring them soon

Dialogue 2
W: Good everning. May I have your order now?
C: Yes. Id like to start with some tequila. Its my favorite
W: What would you like for the main course?
C: Id like veal cutlet (tht b ct lt)
W: How do you like your steak done, madam? (b mun mn tht b c ch bin
th no?)
C: Rare, please (b ti)
W: Would you like some fresh vegetables to go with it?
C: Ill have some broccoli (sp l xanh)
W: Yes. How about some dessert?
C: Thanks. But Ill 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: Its my pleasure. (rt hn hnh) Just a moment, please. Ill go and get it for you
right away

Unit 5: Serving dishes (Phc v mn)

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? Whats that?

_________________________________________________________________________________________

Dialogue 1
C: Waiter. I dont think I order it
W: Wait a moment. Ill check the order list for you. Excuse me, madam. Im afraid theres no
mistake. This is the deep-fried bell pepper (t ngt xo k) you ordered
C: Really? I thought I ordered deep-fried egg-plant (c xo k). Can I change it?
W: Im afraid not. Once its ordered and served, it cant be exchanged
C: Thats 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, its great. All the dishes are delicious and just to my taste (h p khu
v)
W: Would you like a liqueur to complete your meal? (b c mun dng ru mi kt thc
ba n khng ?)
C: OK. An cherry heering, please (c. cho mt ly anh o)
W: How about some dessert? Our ice-cream is very popular, therere different tastes (vi
nhiu hng v khc nhau)
C: Fine. Id 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 (Phc v ung)

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 dont accept, what woud you say?
_________________________________________________________________________________________
_________________________________________________________________________________________

Dialogue 1
W: Your Red Burgundy, sir. May I serve it now?
C: Yes, please
W: Ill put the cork (np chai) here. (Waiter pours wine). May I decant it now to allow
it to breathe? (ti c th cht ru ra cho n bay hi c khng?) How is it, sir? (ng
thy 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 ti mt panh bia nh. 1 panh m = 0.474 lt. 1 panh
anh = 0.58 lt)
W: Sorry, we have bottled. Im afraid no draught (bia thng)
C: Then Ill have a bottle
W: Certainly. Here you are

C2: A large scotch, please

W: On the rock, sir? (dng khng ?)
C2: No, thanks. Just a little water, please
W: Anything else, sir?
C2: Do you have any bits of nibble ( nhm)
W: Of course, sir. Ill bring you some crisps and peanuts (khoai ty rn gin v u
phng)
C2: And do you sell cigarretes?
W: Theres 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: Its on me. Just one bill, please
C2: Ok. Remember on me next time
W: Excuse me. Your bill comes to 95 yaun
C1: Heres 100 yaun. Keeps the changes (anh c gi tin d)
W: Its very kind of you sir. But we dont accept tips. A 10% service charge has
already been added to your bill. Thank you all the same (cm n lng tt ca ng).
Here are the changes
C1: Thanks
W: Thank you sir. Do come again, please (mong ng quay li)

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: Its for two cups of coffee
C: I see. Have you taken off the price of the T-bone steak (tr tin mn tht nng
xng ch T) we cancelled earlier from the bill
W: Yes, we cancelled
C: OK. Do I pay you or the cashier (ti thanh ton vi anh hay vi quy thu ngn)
W: Either will be ok
C: Then Ill pay you

Unit 8: Handling Complains (gii quyt khiu ni)

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 (c hp), but this is the smoked fish (c hun khi)
W: Oh, Im terribly sorry sir. I got the wrong table (ti mang nhm bn). Ill see about
your order soon
C: Please be quick. Ive been waiting for 15 minutes
W: The steamed fish takes quite a while (kh lu) to prepare. Would you like a salad
while youre 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 theres something wrong
C: We cancelled the stewed fish head (u c ninh nh), but its still on the bill
W: Oh I apologize for that. Ill let the cashier check it again (ti s bo thu ngn kim
tra li). Sorry for the mistake (xin li v s nhm ln ny). Now the total is 178 yaun.
Please check it again
C: Thats ok
W: Sorry for taking your time (lm mt thi gian ca ng). Youre 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, Id like to speak to Mr. Smith plz. He should be in the restaurant having lunch
(ng y chc hn ang nh hng n tra)
W: Its the Smith that has lunch here every day? Is it a tall man, about 40?
C: Yes, is he there now?
W: Im 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 cant contact him for he left his
cell phone at office
W: Certainly sir. Go ahead, plz (ng c tip tc i )
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, its Johnson.
W: Does he know how to contact with you?
C: Yes, of course
W: OK. Ill give him your message
C: Thats very kind of you. Thanks
W: Youre welcome. Bye

Dialogue 2
C: Good everning. Today is my husbands birthday. Id like to order a special dinner
for him. This is his first time to celebrate his birthday in china
W: Im very happy to hear that. Plz give my best regard to him
C: Thank you. What do chinese people usually have for birthday? (thng n g trong
ngy sinh nht)

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

trng th). And some people have birthday cakes
C: Good, while in Rome, do as Romans do (nhp gia ty tc). Well have noodles
then. Two bowls. Is there any special meaning for us to have noodles on his birthday
(vic chng ti n m trong ngy sinh nht ca anh y c ngha c bit g khng?)
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 ones birthday (to ra s ha thun gia mi ng khi gia nh v bn b
quy qun n m trng th trong ngy sinh nht ca ai )
C: It sounds great. Its 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 (ti ang vi cho), so I finished the dinner very quickly. But I
suddenly found (t nhin nhn ra) my briefcase missing on the way. I wonder if you
could help me to find it (khng bit l anh c th)
W: Dont worry. What is the briefcase like and where you sat when you had the
dinner?
C: Its 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 Im not sure weather
there are capital letters. Could you wait a moment, plz. Is this yours?
C: Yes, thats it. I really dont know how I can thank you (ti khng bit phi cm n
anh th no). Its very important to me. Plz keep it.
W: Oh thank you very much. But I cant accept it (ti khng th nhn c). Its my
pleasure to do what I can do for the guests (ti rt hn hnh lm iu g ti c th lm
cho qu khch). I wish your meeting successful