Full Service Restaurants in HK
THE 2008 EXCELSIOR CHRISTMAS PACKAGE 2008 怡东酒店圣诞精选
“One of the five most stylish hotels in Hong Kong” - Condé Nast Traveller UKThe Excelsior, 281 Gloucester Road, Causeway Bay, Hong Kong. Telephone (852) 2894 8888 Facsimile (852) 2895 6459THE 2008 EXCELSIOR CHRISTMAS PACKAGE2008怡東酒店聖誕精選It’s time to plan your Christmas party and we are delighted to announce The 2008 Excelsior Christmas Package - the perfect holiday celebration. Our great food and friendly service will make your party at The Excelsior a joyous occasion. The Excelsior Christmas package is valid until 31 December, 2008 includes the following:是時候安排您的聖誕派對了，特別推介2008怡東酒店聖誕精選：精心挑選的美食佳餚、友善親切的服務，定能為您帶來難忘的派對。
怡東酒店聖誕精選優惠期至2008年12月31日，包括下列優惠：For bookings up to 100 persons, you willreceive:凡惠顧滿一百人，即享下列各項優惠：•Festive decorations including a Christmas tree •聖誕樹以及節慶裝飾•Fun party favours for everyone •派對小玩意•Christmas centrepiece arrangements on eachtable•每席設有聖誕擺設•Valet parking spaces at the hotel for threemotor vehicles•酒店免費泊車位三個•Corkage for one bottle of self-brought spiritsper table•自攜洋酒可免開瓶費 (每席一支)• Santa Claus costume •聖誕老人服飾•A glass of fruit punch for each guest •免費供應雜果賓治一杯予每位賓客•One mahjong table for each banquet table •麻雀耍樂 (每席一檯)•Karaoke system and discs •免費卡拉OK設備•Marina Room Dim Sum lunch voucher to thevalue of HK$ 488 nett•岸濤廳HK$488午市點心禮券•Beverages at discounted prices •酒水折扣優惠For bookings for 150 persons or above, youwill receive all the above privileges plus thefollowing additional benefits:凡惠顧滿一百五十人，除以上優惠，更額外享有：•HK$200 Marina Room Dim Sum lunch voucher(total value of HK$688 nett)•岸濤廳HK$200午市點心禮券 (總值HK$688)•Dinner buffet for two at Café on the 1st with aglass of soft drinks•一樓咖啡室自助晚餐兩位附送飲品•Valet parking spaces at the hotel for four motorvehicles•酒店免費泊車位共四個•One commemorative banner •奉送禮堂牌匾•Santa Claus to take pictures with your guests •聖誕老人與賓客拍照留念•One bottle of complimentary red or white wineper table•每席奉送紅酒或白酒一瓶For bookings of 200 persons or above, youwill receive all the above privileges plus thefollowing additional benefits:凡惠顧滿二百人，除以上優惠，更額外享有：•HK$200 Marina Room Dim Sum lunch voucher(total value of HK$888 nett)•岸濤廳HK$200午市點心禮券 (總值HK$888)•A complimentary dinner at TOTT’s to the valueof HK$888 nett• TOTT’s晚餐總值HK$888•One bottle of complimentary sparkling wineper table•每席奉送有氣葡萄酒一瓶•Complimentary pre-function snacks •奉送席前小食•A complimentary Christmas hamper •奉送聖誕禮物籃一個“One of the five most stylish hotels in Hong Kong” - Condé Nast Traveller UKThe Excelsior, 281 Gloucester Road, Causeway Bay, Hong Kong. Telephone (852) 2894 8888 Facsimile (852) 2895 6459SPECIAL BEVERAGE PRICES酒水優惠¾Soft drinks 汽水每杯HK$38 per glass¾Beer 啤酒每杯HK$42 per glass¾Chilled orange juice 冰凍橙汁每杯HK$42 per glass* Plus 10% service charge 設加一服務費Special Beverage Package: Including soft drinks, beer and chilled orange juice during lunch or dinner.酒水優惠套餐：於午餐或晚餐期間供應汽水、啤酒及冰凍橙汁。
香港会议展览中心中英文介绍
扩建后的香港会议展览中心中庭
进行中的香港会议展览中心中庭扩建工程， 摄于中环九号码头
会展旁边金紫荆广场之夜景
设施
facilities
11 exhibition halls: 53,292 m² 2 convention halls: 6,100 m² total seating for 6,100 ; 2 theatres: 800 m² total seating for 1,000 ; 52 meeting rooms: 6,004 m² Pre-function areas: 8,000 m² 7 restaurants: total seating for 1,870 Business centre: 150 m² Carpark spaces parking: for 1,300 cars and 50 vuction
The original building was built on reclaimed land off Gloucester Road in 1988. The glass curtain was the world's largest at the time, overlooking the Victoria Harbour on three sides. The second phase of the centre, located on an artificial island, was constructed from 1994 to 1997, and features a bird-like rooftop (also referred to as a turtle by some critics[who?]). The project took only 48 months from reclamation to completion. The main constructor of the extension was a joint venture named Hip Hing Construction Co Ltd Dragages et Travaux Publics. Originally, Phase Two was connected to Phase One with an atrium link (a sky bridge), and to Convention Road with two road bridges, but now the two phases are connected by an expanded exhibition hall.[2] The complex's construction was financed by New World Development, with the Renaissance Harbour View Hotel, Grand Hyatt Hong Kong and Harbour View Apartments on top of it. HKCEC made a second expansion during 20062009. Upon completion, the HK$1.4 billion expansion added 19,400 sqm to the HKCEC, bringing the total exhibition space to nearly 83,000 sqm and total rentable function space to over 92,000 sqm.
Consumer behaviour in the food service industry-a review
*Corresponding author.Tel.:+44-1603-810701;fax:+44-1603-812429.E-mail address:nickj@(N.Johns).0278-4319/02/$-see front matter r2002Elsevier Science Ltd.All rights reserved. PII:S0278-4319(02)00008-7Food service marketing (and hence consumer behaviour)is often subsumed into that of generalised ‘‘hospitality’’(e.g.Wearne and Morrison,1996)and in some texts is amalgamated with a still more amorphous ‘‘tourism’’(e.g.Kotler and Bowen,1996).Both of these groupings tend to favour the hotel industry.There are no books dedicated to consumer research in the foodservice industry.Yet food service is an important industry in its own right,not least in terms of financial turnover,and although it contributes in part to both hotels and tourism,it has its own separate characteristics.Restaurants (including those in chains and those that are part of hotels),take-aways,and even contract catering,are more volatile,changeable and fashion-prone than hotels or tourist attractions.Thus in principle food service presents a particularly interesting area for studying consumer behaviour.The food service industry has features which set it apart from other areas of the service sector such as financial and professional services (Johns,1999a).It is closely concerned with food choice and quality,but at the same time has long been considered to offer a rich meal experience to which many other factors contribute (Campbell-Smith,1967).The food service industry exemplifies two aspects of postmodern consumer culture.As Peacock (1992)notes,it is flexible,artisan-focused and context-dependent enough to offer a high degree of customisation.Thus it can provide an ultimately short-lived fashion product in a highly simulated environment:typical criteria of postmodernism (Jameson,1984).At the same time,this is the industry that has seen the most blatant operationalisation of service,Ritzer’s (1996)phenomenon of McDonaldisation,which he claims to be the other face of postmodern consumer society.This article reviews the extensive,multidisciplinary body of literature relating to consumer studies in foodservice.It draws upon this diversity of research to show the scope of this fascinating area and to identify areas of commonality within and between different schools of research,as well as gaps and weaknesses in the body of knowledge.The review is organised into four sections,representing different research approaches.‘‘Survey research’’includes studies of consumers as groups,while the work reviewed under ‘‘experimental research’’involves test situations in which different factors have been manipulated.Studies under ‘‘economics and geography’’represent alternative quantitative approaches to consumer research.Under ‘‘socio-logical and anthropological research’’is included a range of qualitative research which provides complementary insights into the restaurant experience.2.Review2.1.Survey researchThe objectives of survey studies generally fit into a three-stage schema of segmentation (finding out who will come to dine)targeting (identifying what particular groups of consumers want)and positioning (identifying what a particular restaurant style offers the market).Bowen (1998)reviews segmentation in the hospitality industry,pointing out that the geodemographic characteristics often usedN.Johns,R.Pine /Hospitality Management 21(2002)119–134120N.Johns,R.Pine/Hospitality Management21(2002)119–134121 to mark segments are only secondary indicators of how consumer groups are likely to behave.Thus researchers commonly refine geodemographic segments using psychographic measures such as attitude scales,or indicators of intended behaviour, and there is a resultant blurring of the segmentation,targeting and positioning functions.The food service literature contains numerous examples of segmentation surveys. For example Nayga and Capps(1994)relate demand for different types of restaurant to different socio-economic segments,while Binkley(1998)shows that demographic and income differences have less effect upon demand for fast food than the population density of metropolitan areas.Shoemaker(1998)identifies groups of university canteen customers with different needs,using hisfindings to demonstrate how segmentation should drive service strategy.An interesting group of studies are aimed at specific niche segments.For instance Becker-Suttle et al.(1994)and Williams et al.(1997),respectively,identify the dining preferences of older customers,and the factors that inhibit this group from using full service restaurants. Reynolds et al.(1998)note that among older customers,males were more likely to frequent fast food restaurants than females.McClain et al.(1993)examine the ways in which US restaurants cater for customers in wheelchairs,finding problems with about50%of all restaurants.An interview survey of the problems and anxieties of overweight women customers found that they felt‘‘on display’’or guilty at being ‘‘caught out’’eating,rather than dieting(Zdorowski,1996).It is interesting that although both this and the wheelchair study relate to substantial market segments, neither was carried out from an industry perspective or published in the hospitality management literature.Since the1970s a coherent theoretical structure has emerged to underpin consumer research.Although there are still many sub-theories and areas of minor disagreement (see e.g.Kassarjan and Robertson,1991)the picture can broadly be summarised as follows.Consumers are believed to view a service such as a restaurant meal in terms of a set of attributes:i.e.characteristics that make it desirable,ascribing different levels of importance to each attribute.For example,one market segment may be attracted by a restaurant’s low price,another by its food quality,another by its convenient location,and so on.Consumers weigh up the overall value of an offering in terms of the degree to which each attribute is present and the importance they see the attribute as having(attribute-value theory).This overall evaluation produces an attitude towards a restaurant,which may be one of two types:a pre-experience attitude(expectation),or a post-experience performance evaluation.A further theoretical refinement considers that consumers gauge their experience according to how well actual performance confirms or disconfirms their expectations(expectancy disconfirmation theory).Thus in principle consumer attitudes towards a meal experience can be measured by subtracting expectation scores from the scores of actual performance.A favourable overall attitude to a restaurant is believed to result in repeat business.Much food service consumer research reflects this broad theoretical structure. Thus a number of authors have studied restaurant attributes,finding the principal ones to be the choice and quality of food and drink,the price or value,service,atmosphere,location and convenience (see e.g.Auty,1992;Gregoire et al.,1995).Kim (1996)uses multidimensional scaling of these attributes to position food and beverage offerings in Korean hotels.Some authors disagree about the relative importance of attributes,especially the food and drink.Pettijohn et al.(1997)found that quality,cleanliness and value to be the three most important attributes in fast food restaurants,while atmosphere and menu variety were relatively unimportant.Clark and Wood (1998)comment that the available evidence suggests food quality and value to be the most significant restaurant attributes,and question the assumption of classic texts such as that of Campbell-Smith (1967)that the total package of attributes making up the ‘‘meal experience’’determines consumer behaviour.Clark and Wood (1998)report that the order of attribute importance is somewhat different in different styles of restaurant,and Auty (1992)notes that the relative importance of attributes changes with the type of dining occasion.The role of attribute measures in segmentation is demonstrated by Oh and Jeong (1996)who segment the fast food market on the basis of customers’expectations of food,service,environment and convenience.Kara et al.(1995),show that demographically similar groups of US and Canadian fast food customers had different expectations of the type of food served,the location of restaurants and the cost of the meal.Some authors have concentrated upon a subset of restaurant attributes,for instance Tefft (1995)reports that Canadian customers were motivated by the taste of food,rather than its nutritional properties.During the 1980s,Parasuraman et al.(1986)made a major contribution to consumer research in service industries with the SERVQUAL instrument.This uses 26standardised questions to measure generalised service attributes that are considered relevant to all service industries.Parasuraman et al.(1986)demonstrated that their 26items could be consistently reduced into five service dimensions:reliability,responsiveness,assurance,empathy and tangibles .They calculated service quality by separately scaling consumers’expectations and perceptions of service performance and subtracting the latter from the former.Thus SERVQUAL conformed to the body of knowledge about consumer behaviour and at the same time provided a generalisable set of service attributes.The applicability of SERVQUAL in the food service has been demonstrated by Bojanic and Rosen (1994)and Lee and Hing (1995),while Stevens et al.(1995)have developed a slightly modified instrument that they call DINESERVE.A number of other authors have used the instrument in attitude surveys of restaurant customers (Richard et al.,1994;Clow et al.,1998;Johnson and Mathews,1997).Although SERVQUAL summarises service attributes in a theoretically satisfying way,it takes little account of other empirical attributes of the restaurant experience,most notably food quality.Johns and Tyas (1996)amended the SERVQUAL scale by including food-related items,but were unable to obtain clear factor patterns corresponding to those of Parasuraman and his colleagues.Johns et al.(1995)employed multivariate statistics to relate SERVQUAL scores to empirically determined attributes of the meal experience,finding a clear differentiation between food and service.Many empirical studies by other authors reconfirm the importance of food quality,and also show that customers see service as just one of severalN.Johns,R.Pine /Hospitality Management 21(2002)119–134122N.Johns,R.Pine/Hospitality Management21(2002)119–134123 factors affecting the quality of restaurant offerings.Consumer satisfaction is a more pragmatic way of conceptualising measures of restaurant performance,because it can be based upon a totality of attributes,including both food and service.Most of the articles discussed above that empirically identify restaurant quality attributes are essentially concerned with assessing customer satisfaction.Pizam and Ellis(1999) review the theory basis underpinning consumer satisfaction.Consumer satisfaction is concerned not only with attribute values,but also with broader value systems.For example,Sun(1995)identifies consumer involvement(i.e. the importance of the choice to the individual at the time of purchase)as a significant factor affecting restaurant customers’satisfaction.Through values,consumer satisfaction is also related to culture.Hsu et al.(1997)report that Korean college students evaluated restaurants in the orderfine dining>quick service>family style, but their pattern of use showed the opposite order of preference.However,it is not clear whether this demonstrates cultural preference for restaurant styles or a culturally determined tendency to give the‘‘right’’response.Becker et al.(1999) found that US and Hong Kong students had very different expectations of restaurant service.The Asians valued respect,unobtrusive helpfulness and personal cleanliness,while US students required eye contact,personalisation and product knowledge.Goll(1994)discusses ways in which company values(i.e.corporate culture)influence customer satisfaction.Several authors have studied the relationship between customer satisfaction and repurchase.Clark and Wood(1998)report that tangible aspects like the quality and variety of food are the key determinants in consumer loyalty,but note that the concept of food quality may be interpreted in very different,subjective ways. Pettijohn et al.(1997)measured customer satisfaction using empirical attributes,finding that satisfied customers had a significantly higher intention of returning.A much more detailed study of the satisfaction-repurchase relationship is that of Kivela et al.(1999a,b,2000).These authors use a stepwise theoretical model that defines satisfaction in terms of expectations and performance using empirical attributes.Satisfaction is in turn related to return behaviour through a logistic regression expression.The model also includes customer characteristics and situational factors such as the dining occasion,the customer’s involvement and the time and money available,and hence it achieves a credible assessment of likelihood of return.Kivela et al.(2000,p.28)conclude that service quality is not the key attribute for generating repeat business and suggest‘‘that other restaurant attributes,together with relationship marketing strategies have greater impact’’. Research into consumer behaviour typically deals with antecedents such as product/service attitudes or consumers’stated intentions to repurchase.However, the correlation between intention and action may be quite small,and generally includes other factors(Fishbein and Ajzen,1975).However,some researchers have addressed behaviour directly.For instance Lyons(1996)identifies factors underlying complaining behaviour from focus group and interview data.She found that levels of customer involvement and dissatisfaction made complaints more likely,but personal and situational factors also played a part.She notes that restaurant complaints were more concerned intangible and social issues than those encountered in other serviceindustries.Huang and Smith (1996)studied consumer responses to unsatisfactory restaurant experiences,concluding that restaurants should always explain the reasons for unsatisfactory service and also offer compensation.Lynn and Graves (1996)discuss tipping behaviour,though mainly in terms of its motivation value for service employees.A more consumer-oriented study by Rogelberg et al.(1999)uses a policy capturing technique to evaluate the way individuals judged tipping in hypothetical restaurant situations.Most respondents judged the tip from the cost of the meal,but the quality of the food and service and the friendliness of staff also had an effect.Rogelberg’s team found no clear relationship between tipping and consumer satisfaction.Two surveys have examined the consequences of coupon use behaviour in relation to pizza restaurants.Wilbourn et al.(1997)distinguished three market segments on the basis of pizza value perceptions and coupon-proneness.Garretson and Chow (1997)report that coupons increased purchase intentions and reduced perceived purchase risk,but also caused service quality expectations to fall.In summary,food service survey research is broadly concerned with identifying market segments,targeting markets and positioning offerings relative to them.Surveys typically achieve this using geodemographic data supplemented by attitude measures.Consumers are considered to assess restaurants through sets of attributes,and various theories (see Pizam and Ellis,1999,p.327)link consumers’attitudes to attribute sets.The principal one of these is expectancy disconfirmation theory.Empirically determined attributes of restaurants tend to prioritise food quality and value.Service,atmosphere and convenience also frequently appear,though varying in importance between different outlets and dining occasions.This makes it difficult to generalise survey findings between restaurants.Service quality measure-ment with the SERVQUAL instrument makes generalisation possible,not only between restaurants,but even between different industries within the service sector.However,this instrument ignores food quality,and consumer satisfaction,which can encompass the totality of foodservice attributes,seems a more appropriate output measure.Various studies have demonstrated a link between customer satisfaction and repurchase,and a model has been developed to predict repurchase from geodemographicand attitudinal variables.Other c onsumer behaviours that have been studied in relation to market segmentation are tipping and the use of promotional coupons.2.2.Experimental researchThe experimental research tradition regards eating out as a function of the food itself and the situation in which it is eaten.Surprisingly,the physical surroundings in which food is eaten have comparatively little attention,despite offering very attractive targets for experiment.The effects of image (Singson,1975)colour (Stephenson,1969)and music(see review by Bruner,1990)were extensively investigated in retail settings in the 1960s and 1970s.It is claimed that McDonald’s use of colour and image to manage the behaviour of their patrons (Love,1995)and Robson (1999)weighs up alternative design strategies for fast food restaurants.N.Johns,R.Pine /Hospitality Management 21(2002)119–134124N.Johns,R.Pine/Hospitality Management21(2002)119–134125 Milliman(1986)reports that slow sentimental musicc aused people to linger longer over their meal,and in the process to spend more at the bar.However,a more recent study by Herrington and Capella(1996)claims that musical preference and familiarity are the key factors,while tempo and volume have little effect upon consumers’enjoyment or behaviour.Birch et al.(1984)conclude from taste experiments that the time of day,and also the speed of a meal affect taste perceptions.In the food service industry, consumption times are largely culturally pre-determined and one might expect appropriateness,i.e.of the style of food and service to the meal occasion(see below) to be of more importance.However,there is a trend away from culturally ‘‘appropriate’’consumption towards snacking,all-day breakfasts and so on,which may indicate scope for a research approach based upon physiologically rather than socially determined eating times.A study of food ethnicity by Meiselman and Bell(1992)found that adding standard food components such as cheese to pasta made it seem more British to consumers,but a product that was given an Italian name was perceived as more ethnic.Bell and Meiselman(1995)note that sauces made foods seem‘‘ethnic’’. Temporarily adding an Italian theme to menus and decor not only increased consumers’perceptions of restaurant ethnicity,but also raised overall perceptions of food quality and the meal experience(Bell et al.,1994).The more familiar consumers were with a style the less variety they perceived it to offer,but a brief period of Italian(i.e.familiar)theming nonetheless raised perceptions of overall menu variety for several months,even after the theme was withdrawn(Bell and Meiselman, 1995).Social context experiments reveal that the amount people eat increases with the size of the group(de Castro and de Castro,1989).Individuals are also more prone to try new foods if theyfirst see others eating and enjoying them(Pliner and Hobden, 1994).Bell and Meiselman(1995)report that individuals’rates of drinking are to some extent determined by the consumption rate of the person they are with. Schutz(1988)reports that measures of appropriateness(i.e.the perceived suitability of a given food to the time and place of consumption)outperform preference scales.Thus appropriateness scales would seem to have considerable scope for studying eating conventions and situational factors,and it appears that context influences food choice even more than hedonic factors(Marshall,1993). Cardello et al.(1996)studied consumers’expectations of various institutional foods. Subjects consistently rated military food as poor in quality,even though most of them had never tried it,and they expected to like institutional and airline foods less than equivalent dishes bought in a restaurant.Collison and Turner(1988)used a hedonic scale and multiple regression to compare two types of meal experience.They report that tangible food was the dominant factor in the quality of everyday meal experiences,but for‘‘special’’meals,such as Christmas dinner,environment and atmosphere were more important.Compared to survey studies,the experimental approach has been employed by relatively few researchers,although it offers considerable scope.Many hospitality academics have the facilities to experimentally manipulate eating environments,instudent and staff canteens and student-run public restaurants,and this approach offers a tried and tested methodology,which can be applied widely to food service situations.Appropriateness scaling appears to have considerable application,as do issues of timing,ethnicity,the physical environment and the social context of dining.The work of Collison and Turner (1988)adds further support to the findings of attribute studies discussed in the previous section.2.3.Economics and geographyEconomic reports of the restaurant business appear frequently in the trade periodicals,but are generally limited in scope,descriptive rather than analytical,and quickly become outdated.National statistics are offered by Government publica-tions in many countries and occasionally,deeper analyses of national data find their way into the more permanent literature.For example,Holm et al.(1995)present a detailed analysis of retailing (including foodservice)in Scandinavia,considering general trends in population,households and employment.Nayga and Wanzala (1996)offer a county level analysis of customer spend and price distribution in the USA.No serious attention seems to have been paid to forecasting,or to assessing the contribution of the restaurant business to local or national economies.However,Carmin and Norkus (1990)studied the elasticity of demand for menu items,reporting that a 1%change in price had a pronounced effect upon consumer purchasing behaviour.The geography of eating out similarly seems to be a neglected area of research,although an important one.Smith (1983,p.545)notes that the location models used by large restaurant chains are confidential and calls for ‘‘publicly available guidelines for restaurant location and success’’.An early paper by Arbel and Pizam (1977)identifies relationships between tourist preferences and hotel distribution patterns,but no comparable work has been done on restaurants.However,two papers by Smith (1983,1985)analyse restaurant location patterns in relation to geogra-phical issues,such as the distribution of populations and industries (including competitors).The earlier of these articles (Smith,1983)deals mainly with methodology,which is applied to nationwide secondary data from Canada.This paper interprets the locations of different restaurants types in terms of marketing strategies,and discusses the implications for restaurant siting.Although it makes a considerable contribution to knowledge in the field,the paper has been criticised for over-selectivity about sectors and for providing insufficient detail.(Haywood,1985).A later article by the same author (Smith,1985)applies a similar research strategy to eight cities in Ontario,providing a more detailed analysis of the agglomeration and deglomeration of different types of restaurants.This article also examines spatial correlations with other land uses (i.e.residential,business and leisure building)as well as with trafficlevels and population distributions.This study was somewhat idiosyncratic,since it included fast food,doughnut and ice cream shops,but made little attempt to differentiate other restaurant categories.There is clearly scope for using Smith’s approach to shed light on the siting of restaurant units and theN.Johns,R.Pine /Hospitality Management 21(2002)119–134126N.Johns,R.Pine/Hospitality Management21(2002)119–134127 development of chains,especially as more sophisticated economic–geography models,e.g.of monocentric urban areas are becoming available(see Turnbull,1995).2.4.Sociology and anthropologyWood(1992,1996)claims that despite its economic and social importance,eating out has been largely neglected by sociologists.Mennell et al.(1992)comment that much less study has been devoted to the sociology of consumption than to that of employment,for which they cite works by Mars and Nicod(1984),Whyte(1949)and others.Warde and Martens(1998)also regret a perceived sociological neglect of eating out and its role in modern consumption.They claim that eating out is significant because it increases the penetration of commodification and consumer culture into everyday life.Jamal(1996)presents an interesting study of acculturation of the British publicthrough the availability of Indian foods.Riley(1994)and Warde et al.(1999)make more detailed comments about cultural changes in consumption.Riley(1994,p.15)claims that eating out in Britain has no ‘‘cultural or psychological anchor’’and because there is‘‘no social consensus of what is good’’consumers tend to evaluate their meal experience on its instant subjective impact and value for money.He also claims(Riley,1994,p.16)that although there is a general marketing assumption that food quality and variety are the key factors in consumer experience,‘‘it is the holistic and the intangible that really matter’’.He recommends(Riley,1994,p.16)that restaurants strive for an‘‘authentic’’environment,which he defines as one which makes an unambiguous statement, with no conflicting messages.Warde et al.(1999)also argue that contemporary Western populations lack afixed cultural system,and this drives individuals to seek an increasingly wide variety of aesthetically equivalent cultural genres.Reynolds (1993)regrets that food available to tourists on Bali is losing its authenticity through a reverse of this process:Food therefore is one of the last areas of authenticity that is affordable on a regular basis by the tourist.Yet because it cannot be transported,preserved or put in a galley[sic,means gallery]to be revered it is the easiest to copy and degrade (Reynolds,1993,p.49)Poor copies of all art forms,such as carvings and artefacts and ersatz Western food are being offered as real‘cultural’experiences y.The view of tradi-tional culture as seen by the tourist to Bali is being eroded.(Reynolds,1993,p.53) These comments reflect the postmodern character of modern consumption,which is claimed to lack any sense of‘‘historicity’’or geography and which deals in signs and simulacra rather than meanings and authenticity(Jameson,1984).In principle, any imaginable juxtaposition of signs and simulacra,invoking any cocktail of different ethnicities,historical periods or tastes is acceptable.In this light Riley’s (1994)idea of‘‘authentic environments’’,situations characterised by a super-abundance of homologous signs,are more akin to hyperreality than to true authenticity(e.g.Eco,1986).In this context should also be mentioned Peacock’s(1992)‘‘new consumer’’,who likewise seeks novel signs to add to the collage in which s/he lives,and Jamal’s (1996,p.23)examples of ‘‘Indian’’dishes unknown in that subcontinent.The restaurant industry’s volatility and fashion-proneness make it a particularly interesting potential subject for postmodern analysis.In this respect it is also worth mentioning Pine and Gilmore’s (1998)claim that the Western economy is changing from a service base to an ‘‘experience’’base,just as in the recent past manufacturing gave way to services.The foodservice industry is likely to be at the forefront of such a change and postmodernist thinking may well form the basis for understanding and predicting developments here (Johns,1999b).Ritzer’s (1996)comments about McDonald’s are also relevant in this context.He argues (Ritzer’s,1996,pp.145–146)that consumers are increasingly coming to value ‘‘efficiency,calculability,predictability and control’’,due to changes in lifestyle,demographic factors and technology.Various authorities consider McDonald’s a postmodern phenomenon (Ritzer quotes Lyotard as one)but the rationalisation of fast food service contradicts postmodernist claims of increasing irrationality through the proliferation of signs,simulacra and pseudo-objects.Ritzer resolves this dilemma by concluding (Ritzer’s,1996,p.146)that ‘‘less radical postmodern orientation allow us to see phenomena like McDonald’s as having both modern and postmodern characteristics’’.However,consumers seek efficiency,calculability,predictability and control in an illogical way,for instance dining at McDonald’s when they could eat more cheaply and efficiently at home (Ritzer,1996,p.147).Elsewhere (Ritzer,1996,p.154)he notes that ‘‘McDonald’s [has]succeeded in automating the customer-y they enter a kind of automated system through which they are impelled and from which they are ultimately ejected when they are ‘refuelled’.’’Thus perhaps the ‘‘rationality’’that Ritzer sees is not located (as he assumes)in production,but in service,where it is needed to support the ‘‘consumption line’’(Baudrillard,1988,pp.48–49)that essentially defines postmodernity.An interesting approach to the sociology of eating out is that of Finkelstein (1989),for whom food is a subordinate aspect of the meal experience:The event comes to be enjoyed as a form of entertainment and a part of a modern spectacle in which social relations are mediated through visual images and imagined atmosphere.This is a far remove from the sensations of ingestion.(Finkelstein,1989,p.2)This perspective allows Finkelstein to sum up the experience of eating out in a way that is both rich and intuitively accurate.She emphasises the experiential value of eating out to the full:In our society,much of dining out has to do with self-presentation,through images of what is currently valued,accepted and fashionable The restaurant is y a place where we experience excitement,pleasure and a sense of personal well-being y The images of wealth,happiness,luxury and pleasant social relations y are iconically represented through its ambience,decor,furnishings,lighting,tableware and so on.These are in turn dominated by fashion [and]distinct waves of style.(Finkelstein,1989,p.3)N.Johns,R.Pine /Hospitality Management 21(2002)119–134128。
Restaurant Operations
The Restaurant Business
General Manager
The general manager (GM) is responsible for the overall management of front- and back-of-thehouse operations. The general manager determines the number of staff members needed for each shift at each station in the restaurant.
3
The Restaurant Business
Introduction to Food Service
Food satisfies a basic need and provides comfort. The food-service segment of the hospitality industry continues to grow.
Section 3.1 9
full-service restaurant a restaurant where a customer sits at a table, gives an order to a server, and is served food at the table
The Restaurant Business
3.
Section 3.1
16
The Restaurant Business
Restaurant Organization
Most restaurants are divided into front of the house and back of the house.
酒店英语基础情景对话
WORDS AND EXPRESSIONS 单词和短语
public area 公共区域 business area营业场所 toilet (W.C.)n． 厕所 to go straight直走 turn left左拐 elevator (lift)n． 电梯 corridorn． 走廊 excellenta． 极好的 opposite to在……对面 provide v. 提供 instead adv．代替，顶替 enjoy oneself 过（用）得愉快 Chinese Restaurant中餐厅 block n． 街区 advertisement n． 广告 get off 下车 opposite a． 相反的，反方向的 traffic lights 红绿灯 much obliged 非常感谢
Useful Expressions 惯用表达语
Enjoy you breakfast ,sir ?请享用你的早餐,先生. Here is the menu.给你菜谱. The service guide is on the desk.服务指南在桌面上. The recreation center is over there .康乐中心在那边. Go ahead ,please.请接着讲. The line is busy .线路正忙. You look great .你看上去真棒. Please consult the song list .请翻阅点歌单. It’s a very touching story.这是一个非常感人的故事. Without music,the world would be dull. 如果没有音乐,这世界将会变得很沉闷.
Useful Questions 常用问句 May I see your passport ? 我可以看你的护照吗? May I have your telephone number ? 我可以知道你的电话号码吗? What’s the trouble, sir?你怎么啦?先生. Shall I call a doctor for you ?我为你叫一个医生吗? Do you eyoy the play?你喜欢这个节目吗? Do you like this song?你喜欢这首歌吗?
雅思考试全题模拟试题
雅思考试全题模拟试题(1)ListeningTIME ALLOWED : 30 minutesNUMBER OF QUESTION: 40InstructionYou will hear a number of different recordings and you will have to answer questions on what you hear.There will be time for you to read the instructions and questions, and you will have a chance to check you work.All the recordings will be played ONCE only.The test is in four sections. Write your answers in the listening question booklet. At the end of the test you will be given ten minutes to transfer your answers to an answer sheet.Now turn to Section 1 on page 2.SECTION 1 Question1-9Question 1-6Listen to conversation between friend and the housing officer and complete the list below.Write NO MORE THAN THREE WORDS OR NUMBERS for each answer.HOUSING LISTHOUSING LISTAddress Number of rooms Price per week Additional informationMr. J Devenport 82Salisbury Road Brighton BN 16 3 AN Tel 01273 884673 2 bedrooms sitting room kit. bath Example ￡120 UnfurnishedMrs E.S. Jarvis2Wicken Street Brighton BN 15 4JH Tel 01273 771621 (1) sitting room kit.bath (2)First floorMrs. E.C. Sparshott 180Silwood Road Brighton BN 14 9RY Tel (3)2 large rm/s shared kit and bath ￡35 Nice area (4)Mr A Nasiry 164 Preston Road Brighton BN5 7RT Tel 01273 703865 large bedroom sitting room with kitchenette.bath. (5)Ground floor Central(6) 2 harrow Road Brighton BN9 9HK Tel 01273 745621 2 large rooms kit bath ￡86 No petsQuestions 7-9Write NO MORE THAN THREE WORDS for each answer7.When is the accommodation available?8.Where is the telephone?9.How is the flat heated?SECTION 2 Questions 10-20Questions 10-14Circle the correct letters A-D10.How many conventions have already been held ?A. 2B. 3C. 4D. 511.Where is the convention being held?A. BrisbaneB. MelbourneC. CanberraD. Sydney12.How long is the convention forA 2 days B.5 days C.6 days D. 7 days13.How many Australian speakers will be attending the convention?A.20B.25C.30D.3514.Which countries are the guest speakers from?A. Britain and CanadaB. Canada and the USC. Britain and the USD. Britain, Canada and the USQuestion 15-17Listen to the directions and match the places in questions 15-17 to the appropriate letters A-G on the map.Example Peroni's Answer ( A )15. Jumbo Sandwich Shop ( )16. Slim's Vegetarian ( )17. The Geneva Bistro ( )Questions 18-20Look at this page from the program. Tick ( √ ) if the information is correct or write in the changes.CONVENTION PROGRAMExampleAfternoon sessions Answerstart at 2.00pm 2.30finish at 4.00pm ______________TALKS“Marketing‖ by Jane Howard (18)Blue Room (19)“Distribution of Goods‖ by Sara Moore‖ Barbara MooreRed Room (20)“Advertising‖ by Peter NewsteadOrange Room cancelledSECTION 3 Questions 21——32Questions 21_24Complete the table showing the prices and types of coffee sold Common Room.I = InstantR = RealE = EspressoEuropean Development studies Arts "C"Building American StudiesType of coffee Example I (21)E (24)Price of coffee Example 20P (22)(23)25PQuestions 25-32Complete the table showing the number of points 1,2or3 awarded to the food offered by eachCommon Room.Arts "c" Building European Refectory American StudiesMatthew (28)Alice (25)Example 1 (29)(31)Jenny (26)(27)(30)(32)SECTION 4 Questions 33-40Questions 33-35Look at Question 33-35 below and the grid . Tick ( √ )the relevant boxes in each column.COUNTRY 33. Which countries are affected by Britain's pollution? 34.Which country relies heavily on nuclear power? 35. Which countries use lime filtering to reduce the amount of chemical pollutant released into the atmosphere?AustraliaBelgiumDenmarkFranceGermanyHollandJapanSwedenUSAQuestions 36-40Write NO MORE THAN THREE WORDS for each answer.36. When did fish stock there begin to decline?37. What did scientists inject into the land ?38. Has the situation improved?39. How effective is the use of limestone slurry?40. what is one of the major disadvantages of using limestone slurry?reading1TIME ALLOWED :1 HourNUMBER OF QUESTIONS :38InstructionsALL ANSWERS MUST BE WRITTEN ON THE ANSWER SHEETThe test is divided as follow :Reading passage 1 questions 1-11Reading passage 2 questions12-25Reading passage 3 questions26-38Start at the beginning of the test and work through it .you should answer all the questions. if you cannot do a particular question leave it and go on to the next .you can return to it later.Section 1 question 1-14Question 1-4There are six job advertisements A-F on the opposite pageAnswer the questions below by writing the letters of the appropriate advertisements in boxes 1-4 on your answer sheet .Example answerWhich job is in a travel agent's ? D1. which job is in a hotel?2. Which job for someone to look after a child?3. Which WTO advertisements are for waiters?4. Which WTO jobs would particularly like a German speaker?A.RestaurantSupervisorWaiting staffTelephonist__________the ideal candidates must have relevant experience gained in a high quality hotel .please call personnel on 071-722-77333, or send your CV to :Regents Park Hilton , Lodge Road , LondonNW8 7JTLONDONREGENTS PARKHILTONB..USE YOURLANGUAGES AND EARN450-1200 P.W.we are one of the largest business publishers in Europe and have limited vacancies for intelligent young people in our London advertisement sales office. Enquiries from German Spanish and eastern European speakers especially welcome. Phone Andrew Warburton on 071 753 4300C.SECRETARYBusy charteredAccountants require experienced /efficient secretary ,accounts ,typing experience and an excellent telephone manner essential shorthand useful.Please send CV to :box no .9246 c/o evening standard classified , 2 derry street ,kensington W8 5EE.D.TRAVELCOMPANYVacancy for self-confident person to look after bookings for our Caribbean hotels .salary based on applicant's experience &suitability .please send CV to Ian Taplin , MRI LTD, 9 Galena Road , London , WG OLXE.NANNY WANTEDFor 9 month old handful .Artistle /Prof household Ntting Hill , 3 days per week .somehours flexibility req'd .knowledge German/Hungarian advantage not essential 071 221 7375F.JOIN THE STARS!FOOD SERVERSThe biggest and busiest restaurant in London is seeking additional stars for its team of dedicated professionals .if you have experience in high volume restaurants and are looking for a challenge ,then come on down for an audition.Interview day is on Friday , 6th MAY from 12 noon to 7 pm .planet Hollywood is located at 13 Coventry Street , London. W1.Questions 5-10Read the page from a UK telephone directory on the opposite page.Answer the questions below by writing the appropriate telephone numbers in boxes 5-10 on your answer sheet.What should you dial ifExampleYou want to speak to the international operator? answer1235 .there is something wrong with your telephone?6. there has been an accident and you want to call an ambulance?7. you want to find out a number in a foreign country ?8.you want to know how much telephone calls cost?9.you want to purchase an answer-phone machine?10. you want to use a credit card to pay for a telephone call?Operator services 101The operator is there to help you if you have difficulty making a call or if you want to use any of our special call service .these include: ALARM CALLS ADVICE OF DURATION CHARGE CREDIT CARD CALLS FLXED TIME CALLS FREEFONE CALLS PERSONAL CALLS TRANSFERRED CHARGE CALLS SUBSCRIBER CONTROLLED TRANSFER .for details of charges see our free leaflet , Dial 101 and ask for financial services.International operator 123See section 3 (international )for details.Directory Enquiries 142Tell the operator the town you require .have paper and pencil ready. International directory enquiries 130Emergency 010Tell the operator what service you want .Faults 166Any fault should be reported to the local fault repair service.Sales 170Telemessage 190If you have something special to say and prefer to say it in writing . International telemessage 191International telegrams 192You can send a telegram to most other countries.Maritime service 200SHIP'S TELEGRAM SERVIE SHIP'S TELEPHONE SERVICE INMARSAT SATELLITE SERVICE (DIAL 177) .you can call or send a message to someone aboard ship by using our maritime services .for known .for INMARSAT (maritime satellite) service dial 178 .give the ship's name ,its identification number and ocean region , if known, satellite service and provide the number .Any other call enquiries 111Question 11-14Read the following noticeUsing NO MORE THAN THREE WORDS from the passage answer the questions below. Write your answer in boxes 11-14 on your answer sheet.FIRE NOTICEIn the event of life , the ALARM will ring .on hearing the fire alarm ,all those in the West Wing should evacuate the building by staircase J.Rooms 1 to 199 are in the west wing .all others should use staircase A. The assembly area for occupants of west wing is the staff car park at the rear of the building .all others assemble in the front courtyard.Evacuate the building even if the alarm stops.If you discover a fire ,shout fire and operate the nearest fire alarm .attack the fire with an extinguisher but do not take any risks .inform reception by dialling 3333.ExampleWhere is room 1 answerthe west wing11.you are in room 101 .which staircase should you use to evacuate the building ?12. you are in room 201.where should you wait outside after evacuating the building ?13 what should you do if the alarm stops?14.who should you contact if you discover a fire?SECTION 2 Questions 15-27Questions 15-20Read ―Information for New Students‖ below and answer the questions that follow. Write your answers in boxes 15-20 on your answer sheet.HILTON ENGLISH LANGUAGE CENTREINFORMATION FOR NEW STUDENTSCLASS TIMES9.00 am – 10.30 am 11.00 am – 12.30 pm 1.30 pm – 3.00 pmThe Language Centre is open Monday to Friday. Each class has one afternoon free per week. On the first day go to the lecture hall to check your timetable.SELF-ACCESSThe language laboratory (Room 1110) is open Monday to Friday from 3.15 pm to 5.oo pm for all full-time students. You can learn how to use the computers for language games or word-processing.There are cassettes for students to borrow to practise their English. Go in and ask the teacher to show you.If you plan to take public examinations, there are dictation and listening comprehension cassettes for you to practise with. There are cloze exercises on the computers. Ask your class teacher for a list of past exam essays. Students can borrow cassettes to take home but they must be returned after two days. ATTENDANCEAll students on student visas are expected to attend classes regularly. Students who do not attend classes will be reported to oss. Eighty per cent attendance is required for students to receive their certificate on completion of their course. It is also required by oss for an extension to your visa.BOOKSIf students are given course books, the books are their responsibility.If a book is lost, the student will be expected to pay for it. If students wish to buy books, there is a bookshop in the college specialising in English books (Room 3520).15.when do classes begin and end on a full day?16.How many afternoons does a class meet each week?17.Where are the timetables displayed?18.Who can use the language laboratory after classes?19.Who is available in the self-access centre to help the students?20.How much of a course must you attend according to visa restrictions?Questions 21-27Read the passage below about a college in the city of Bath, written in 1985, and answer the questions that follow.The CollegeThe college has the advantage of location in one of the most attractive cities in the country. Within the city of Bath it occupies modern buildings in a landscaped garden on Sion hill, Lansdown and an adjacent Georgian Crescent, Somerset Crescent, which includes teaching and residential accommodation for post-graduate studies. It also occupies three houses in Sydney Place, which are used for studio and workshop accommodation for part-time courses in the Visual Arts and for the Foundation Course in Art and Design.The Newton Park site is situated four miles west of Bath between the villages of Newton St Loe and Corston. Within the grounds are a Georgian mansion, where the college‘s sentral administration is located, an Elizabethan dairy, stables and the tower of a medieval manor house; all these older buildings have been adapted to present-day use. A new purpose-built Home Economics block was opened in January 1985. During 1986 a new Sports Hall will be completed and new residential blocks are under construction to be completed ready for the start of the academic year in September 1986; a new music Block will be completed in 1987.The Art and Design degree courses which are currently accommodated at Corsham, about nine miles east of Bath, will be moved to the Sion Hill site in Bath by September 1986 thus reinforcing Faculty and Course links.The college courses are designed to take advantage of the special opportunities and circumstances provided by its environment. Students have available such resources as the Costume and Fashion Research Centre, the Royal Photographic Centre and the Museum of American Domestic Life at Claverton. Concerts and recitals, including some given by staff and students, take place throughout the year in the Assembly Rooms. The college uses buildings in five different places. Where are the following things located?In boxes 21-27 on your answer sheet writeNP if something is located in Newton ParkC if something is located in CorshamSH if something is located in Sion HillSC if something is located in Somerset CrescentSP if something is located in Sydney PlaceExampleA landscaped garden AnswerSH21.Central Administration22.Home Economics Block23.Art and Design Foundation Course24.Art and Design Degree Course after 198625.Post-graduate Residences26.Sports Hall27.Music BlockSECTION 3 Questions 28-38Read the passage below and answer questions 28-38WINTER SPORTSIce,danger and exhilarationThe 17th Winter Games, held in Norway in 1994, are part of an Olympic tradition which goes back almost 3,000 years. For more than Games were held, every four years, on hallowed ground near Mount Olympus, where the Greek gods were said to live.The ‗Olympics‘ brought together men from war-torn tribes and states in Greece and its colonies. A sacred truce was declared to allow men to travel to the games in safety. Women could not take part and were forbidden, on pain of death, even to attend the Games.The ancient Olympics were abolished by the Roman Emperor Theodosius in 393 AD, after Greece had lost its independence. But the idea never died and the Frenchman Baron Pierre de Coubertin, an educator and scholar, founded the modern Olympics,his aim was to bring together, once every four years, athletes from all countries on the friendly fields of amateur sport. No account was to be taken of national rivalries, nor politics, race, religion, wealth or social status.The first modern Games were held in Athens in 1896, and four years later, in Paris, women began to take part. Although the winter Olympics did not begin until 1924, figure skating was part of the 1908 London summer Olympics; both skating and ice hockey were included in the Antwerp Games in 1920. But generally winter sports were felt to be too specialized. Only cold weather countries had much experience of activities such as skiing-a means of transport overland across ice and snow during long winters.The Scandinavians, for whom skiing is a part of everyday life, had objected to a winter fames. They feared it would threaten their own Nordic Games, which had been held every four years since 1901. But the international Olympic Committee (IOC) agreed to stage an International Sports Week in Chamonix, France, in 1924.It was a success and the Scandinavians won 28 of the 43 medals, including nine golds. They dropped their objections and the event was retrospectively named the First Olympic Winter Games.Apart from the Second World War period the Winter Olympics were held every four years, a few months before the summer Olympics. But in 1986 the IOC changed the schedule so that the summer and winter games would be held in different years. Thus, for the only time in history, the Lillehammer (Norway) Games took place just two years after the previous Winter Olympics which were held in Albertville, France.Since the Winter Games began, 55 out of 56 gold medals in the men‘s nordic skiing events have been won by competitors from Scandinavia or the former Soviet Union. For teams from warm weather countries, cross-country skiing can pose problems. At the Calgary Games in 1988, one competitor in the 50-kilometre event was so slow that race officials feared he was lost and sent out a search party. Roberto Alvarez of Mexico had never skied more than 20 kilometres before and finished 61st and last 52 minutes behind the 60th place.Questions 28-31Complete the table below. Write a date for each answer.Write your answers in boxes 28-31 on your answer sheetDATE EVENT(28)Ancient Olympics came to an end(29)First women‘s eventsExample: 1901 First Nordic Games(30)First winter team game included in Olympics(31)First Winter Olympic GamesQuestions 32-38Look at the following statements. In boxes 32-38 on your answer sheet write TRUEFALSENOT GIVEN if the statement is trueif the statement is falseif the information is not given in the passage32.The spectators, as well as the participants, of the ancient Olympics were all male.33.Only amateur athletes are allowed to compete in the modern Olympics.34.The modern Olympics have always demonstrated the political neutrality intended by their founder.35.The Antwerp Games proved that winter sports were too specialized.36.Cross-country skiing events are a specialty of cold-weather countries.37.Only Scandinavians have won gold medals in men‘s winter Olympics nordic skiing events.38.One Winter Olympics has succeeded another every four years since 1924 with a break only for the Second World War.WRITING TASK 1You should spend on more than 20 minutes on this task.You live in a room in college which you share with another student. You find it very difficult to work there because he or she always has friends visiting. They have parties in the room and sometimes borrow your things without asking you.Write a letter to the Accommodation Officer at the college and ask for a new room next term. You would prefer a single room.Explain your reasons.You should write at least 150 words.You do NOT need to write your own address.Begin your letter as follows:Dear Sir/Madam,雅思考试全题模拟试题(2)ListeningTIME ALLOWED : 30 minutesNUMBER OF QUESTION: 37InstructionYou will hear a number of different recordings and you will have to answer questions on what you hear.There will be time for you to read the instructions and questions, and you will have a chance to check you work.All the recordings will be played ONCE only.The test is in four sections. Write your answers in the listening question booklet. At the end of the test you will be given ten minutes to transfer your answers to an answer sheet.Now turn to Section 1 on page 2.SECTION 1Questions 1-4Choose the picture that best matches what you hear on the tape and circle the letter Under that picture . The example below has been done for you.Example: What time is it now ? eg:cQuestion 1 . Which building are they looking for?A B C DQuestion 2. Where is the office?A B C DQuestion 3. Which one is Ms Frobisher ?br> A B C DQuestion 4.Where does Henry wait?A B C DQuestions 5-10Fill in the spaces numbered 5 to 10 with the information you hear on the tape.Family Name (5) :Given Name : ………….LUCY………………Date of Birth (6) :Sex : …………..FEMALE……………Nationality (7):Address (8) : .(9): ……NSW 2040………..Telephone No. (10) .SECTION 2Question 11-23Complete the notes below by writing a word or words in the gaps numbered 11 to 23. Safety on Australia's BeachesDON'T swim beyond a (11) .and don't swim in (12) .seaDON'T swim at (13) .or after drinking (14) .DON'T swim after (15)and one shouldn't swim (16) .DO swim between the (17)and obey all signs.If caught in a rip, DON'T(18) ..and swim back to the beach,but DO swim (19) .to the beach.DO treat all sharks over (20) ..as (21)DO keep clear of jellyfish. They can cause (22) to humans.Sea snakes (23) attack peopleSECTION 3Questions 24-32Complete the summary of the news item by writing in the missing word or words in theAnswers column. The first one has been done as an example.AnswersSince last week serious………example……… ex：stormsHave been sweeping the east 24 .of Australia. Sixteen people have died and at least 24Seven have been injured. Early to day an 25 Capsized off the New South Wales coast . Not all 25The missing crew have been found. Three 26 26Tourists were crushed by a falling 27 .Their 27Names have not yet been 28 An Australian Also died in the same incident. Some men sleeping 28In a 29 .were injured and falling 30 29Injured two other people. The weather tomorrow is 30Expected to be 31 .However, the weather is 31Expected to improve 32 32SECTION 4Questions 33-37For Questions 33 to 37, choose the correct answer and circle the letter next to the correct answer33. Gold was first discovered in Australia in:(a) 1831(b) 1841(c) 1851(d) 1861(e) 186334. Before the gold rush, not many Chinese came to Australia because:(a) they didn't want to(b) Australia didn't allow them to(c) China didn't allow them to(d) All the above reasons(e) None of the above reasons35. The first Chinese came to Australia:(a) to look for gold(b) because cheap labour was needed(c) to become farmers(d) for political reasons(e) to study English36. When the gold began to run out:(a) the Chinese looked for a scapegoat(b) the government looked for a scapegoat(c) the miners regulated the Chinese(d) the miners blamed the Chinese(e) the government banned the Chinese37. The discovery of gold was important to Australia because it.(a) made Australia wealthy(b) showed Australi a had resources(c) developed Australia culturally(d) started Australia's export industry(e) improved relations between Australia and ChinaReadingSECTION 1:PART 1You should spend 15 minutes on Questions 1-12Questions 1-2Read the following newspaper advertisements and answer the questions below each one. Choose which of the alternatives A, B, C or D is the correct answer and write that letter in the space provided .The first one has been done as an example.NEAR BEACH.Mud 2 b.r. unfurnished flat on third floor overlooking beach.close shops/bus .$195 p.w.Tel 45 6345 before 11a.m.This advertisement is forA. a houseB.furniture C a school D an apartmentyour answer D1.Casual kitchen hand required for busy hotel restaurant .Morning only.Friendly atmosphere .No experience necessary .Tel 799 9560This advertisement is forA. a hotel B a job C a training course D a new kitchenYour answer2. COMMUNICATION SKILLS Do you want to improve the way you communicate and relate to other people? Mondays 7-9 p.m. for six weeks .Cost$75This advertisement is forA. a book B a video cassette C a film D. a courseYour answerQuestions 3-5Read the information on the following drivers licence and answer the questions .The first one has been done as an example.DRIVER'S LICENCELiliana Aranda8 Young StNewtown 3474 Licence expires07 JULY 1998Licence No:3011FAChange of the address must be notified within 7 days by telephoning 566 4000 THIS LICENCE MAY BE CANCELLED FOR FAILURETO COMPLY STRICTLY WITH THE TRAFFIC LAWS.Unless previously suspended or cancelled , this licence must be renewed on or before the date of expiry.f this card is found please hand it in at any Motor Registry.Example:When will the licence expire?07 JULY 19983.What must Liliana do if she changes her address?4.what might happen if Liliana does not obey the traffic laws?5.If you find Liliana's licence, what should you do ?Questions 6-8Read the following notice in a residential college and then answer the questions followingMORETON CLOOEGE, DURHAM, ENGLANDWelcome to Moreton College!After you settle in ,we would like to orient you to the facilities(and regulations!)of our College.orientation sessions will be held as follows. Please ensure that you attend on time. First-year students：Second-year students： 6.00 p.m. in the Bay Room7.00 P.m. in the Reid Roomplease note that there is a special orientation session for foreign students .All foreign students(whether first -year or second-year )should go to the Reid Room at 8.30 p.m.6.You are a foreign first-year student which room should you go to?7.You are an English second-year student .what time is your orientation session?8.You are a foreign second-year student what time is your orientation session?Questions 9-12Below there is a page from the local telephone directory giving information about various services .Read the following situations and decide which number you should telephone.Write the number in the space provided .The first one has been done as an example. INSTANT CALL GUIDEDirectory AssistanceFor unknown, new and altered numbersLocal ------------------019International ------------------055Faults and Service DifficultiesLocal ------------------088International ------------------044Business Customer Faults ------------------008Operator Connected CallsFrom a private phone ------------------076From a payphone ------------------042Charge enquiries ------------------066International Telegrams ------------------093Wake up /reminder calls ------------------012Telephone bill enquiries ------------------17489exampleYou want to send an international telegramYour answer 0939 You are trying to call locally but the telephone is not working properly.10.you want to know how much it will cost to telephone your home country.11.you have to telephone your local kindergarten but you do not know the number.12.your international phone call was cut off while you were speaking.PART 2You are advised to spend 20 minutes on Questions 13-25.Questions 13-18Don' t Pay Full Fare on page 49 is an article from a local newspaper. Decide whether, according to the article the following sentences are correct .Circle A if a sentence is correct, B if it i s incorrect , and C if the information is not given . The first one has been done as an example.noinfor-mationexample correct incorrect givenyou buy a standby ticket the day before you travel ABC13.Uiversity students must be under 26 years of age in order to qualify for a student discount. ABC14.The Common Interest Group scheme does not apply if there are 11 adults in the group. ABC15.Only students can qualify for the standby discount ABC16.Secondary students can travel only during secondary school vacations ABC17 Most secondary students are aged between 15 and 19 ABC18.There is no' stay away ' minimum for secondary students. ABC。
酒店常用英语汇总
酒店常用英语汇总English for Front Office Dept.前厅部常用英语1.Good morning/ Good afternoon /Good evening !早上好/下午好/晚上好!2、Welcome to Ravi Shinger International Hotel下午好！欢迎光顾诺威香卡国际酒店。
3.How may I help you ?请问有什么可以帮到您？4.May I know your name ,please ?请问贵姓？5、Do you have a reservation with us？请问您预订了房间了吗？6.I’ll check our room availability 我来查一下与否有空房间。
7、Just a moment ,Please请稍等8、I'.对不起, 我们没有以您旳名义预订旳房间记录。
9、We have standard rooms, single rooms, Garden suite and presidential suite.我们有标间、单人间、花园套房及总统套房。
10、How long do you plan to stay?请问您估计住几天？11.May I see your passport ?我能看一下您旳护照吗？12、Your room charge for one night is RMB***,sir/madam.先生/女士, 您一晚旳房费是***元13.The room charge is include two breakfast.房价涉及两份早餐。
14.please pay RMB300 as deposit请支付300元作为押金。
15.How would you like to make the payment, in cash or by credit card?请问您打算如何付款？钞票支付还是信用卡？16、If you need the room service ,please dial8800.如果您需要客房送餐, 请拨8800.17、We hope you enjoyed your stay .但愿您在这儿住旳快乐。
港式茶餐厅中英文菜单
￥10
牛肉炒面
Friedrice-noodlewith slice beef
￥15
港式鸳鸯
Affectionate
￥8
￥10
干炒牛河
Beefchowfun
￥15
阿华田
Ovaltine
￥8
￥10
星洲炒米粉
Fried rice vermicelli with shredded seafood and curry
铁板什菜
IronplatterVegetables
18￥
蒸水蛋
Steamedeggs
￥15
铁板玉子豆腐
IronplatterBean Curd
20￥
三色蒸水蛋
Steamedeggs,preserved eggsandsalted eggs
￥18
铁板姜葱牛肉
Ironplatter Beefwithgingerandshallot
￥15
好立克
Horlicks
￥8
￥10
湿炒牛河
Friedrice-noodlewith slice beef( with juice)
￥15
朱古力
Chocolate
￥8
￥10
鲜奶
Freshmilk
￥8
￥8
三文治、多士、小食Sandwich、toastandsnack
杏仁霜
Almond powder
￥8
￥10
牛油奶油多士
Beef tallow (cream)toast
￥6
西洋菜蜜
Water-cresssyrup
￥8
￥10
果占多士
Jam toast
六级翻译范文
中国是世界上最大的发展中国家，人口约占世界总人口的22%。
在过去相当长的时期里，由于诸多原因，贫困一直困扰着中国。
20世纪80年代中期，中国农村绝大多数地区凭借自身的发展优势，经济得到快速增长，但少数地区由于经济、社会、历史、自然等方面的制约，发展相对滞后。
中国政府在致力于经济和社会全面发展的进程中，在全国范围内实施了以解决贫困人口温饱问题为主要目标的有计划、有组织的大规模扶贫开发，极大地缓解了贫困现象。
China is the largest developing country in the world and its population accounts for about 22 percent of the world’s total. For a long period of its history, China has been plagued by poverty for various reasons. In the mid-1980s, the economy of an overwhelming majority of the rural areas in China grew dramatically by virtue of their own advantages, but a small number of areas still lagged behind because of the constraints of their economic, social, historical, and natural conditions. The Chinese government, while working on all-round economic and social development, has nationwide implemented a large-scale program for development-oriented poverty relief in a planned and organized way. With the main objective of helping poverty-stricken people solve the food and clothing problems, this program has gone a long way toward alleviating poverty.在中国，元宵节（The Lantern Festival)在农历元月十五这一天庆祝，标志着新年庆祝活动的结束。
饭店服务类英语unit3lesson
Check-in service
Check-in time
Check-in process
The standard check-in time is usually 3 PM, but the hotel can flexibly adjust according to the guests' needs. If the guests arrive early, the hotel can provide early check-in service if the room is available.
Housekeeping Services
This includes check-in, check-out, and other guest services provided by the front desk staff.
This involves the cleaning and maintenance of guest rooms and public areas.
The guest should present the reservation confirmation, identity document and other relevant documents for check-in. The hotel staff will complete the check-in process and provide the guests with room keys and relevant information.
When checking out, the guest should present their room key and identification document at the front desk. The front desk will complete the check-out process and calculate the room fee according to the actual住宿时间 and service usage.
洲际酒店客房中英文版资料SOP
SOPWhy is this task important for you and our guests? 为什么这项任务对你和我们的客人都很重要？Answers: 回答：1. I am able to ensure a smooth check in process, especially for return guests. 按照程序进行检查，特别是回头客的房间。
2. This is a good chance to exceed the guest expectations. 这是超前满足客人需求的好机会。
3. The guest room should be prepared according to our guest wishes. 按照客人要求准备客房。
4. This is a chance to make our guest feel welcome and expected. 是一次机会让客人感到受到欢迎和期待。
Summary questions:问题概述：1. Which rooms need to be prepared and checked by the Butler? 管家应准备和检查哪些房间。
2. Which steps need to be followed? 应对哪些步骤进行跟踪？3. What is important about the communication with HK? 与客房部联系时，最重要的是什么？4. When should the room be prepared and ready for the guest arrival? 客人到达前，什么时候为客人准备好房间？5. What should be checked in the room? 应对房间的哪些物品进行检查？6. Who should you contact if the room is not set up? 如果房间还没布置好，应该与谁联系。
饭店管理学英文课件
Organizational Structure
1
Learning Objectives
To be familiar with the organization of a lodging establishment.
To understand some basic hotel management concepts, e.g. Pattern of Authority, Span and Control.
Accounting
6
Departments of a full – service hotel
General Manager
Assistant General Manager
Resident Manager
Director of Housekeeping
Director of Human
Resource
supervisors
19
Wide Span of Control
(Flat Organization)
20
ቤተ መጻሕፍቲ ባይዱ
Narrow Span of Control
(Tall Organization)
21
The Pros(正面的) and Cons (负面的) of Functional Organization Design
Inventory, Work Orders,
Purchasing, Utilities, Tools
Chief Engineer Assistant Chief Engineer
Supervisor Energy Management
Supervisor Administration
中英文对照电脑对照简化版
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酒店客房软饰品遮光帘∙∙∙BLACKOUTBLING抱枕∙∙∙THROWDRAPERY窗---------------------------------------------------------------最新资料推荐------------------------------------------------------ 帘∙∙∙SHEERDRAPERY门把手∙∙∙DOOEHOLDER洁具五金挂钩∙∙∙ROBEHOOK纸巾盒∙∙∙PACK地漏∙∙∙FLOORDRAIN座便器∙∙∙WC门把手∙∙∙DOOEHOLDER化妆镜∙∙∙MAKEUPMIRROE水龙头∙∙BASINTAPS/FAUCET地漏∙∙∙FLOORDRAIN垃圾桶∙∙∙TRASH洗手盆∙∙∙WASHBASIN小便器∙∙∙URINAL花洒∙∙∙SHOWER洗手台∙∙∙WASHBASIN浴缸∙∙∙BATH门吸∙∙∙DOORSTOPPER镜子∙∙∙MIRROR放大镜∙∙∙MAGNIFIER蹲便器∙∙∙PISSING 净身器∙∙∙BIDET开关∙∙∙SWITCH插座∙∙∙SOCKET电器、灯具灯箱∙∙∙LIGHTBOX吊灯∙∙∙PENDANT台灯DESK LAMP大型吊灯∙∙∙CHANDLIER床头台灯MIGHTSTAND LAMP阅读灯READING LAMP照明剃须镜ILLUMINATED SHAVING MIRROR电脑∙∙∙COMPUTER传真机∙∙∙FAX4‐3影印机∙∙COPIER投影幕∙∙∙PROJECTORSCREEN壁灯∙∙∙WALLLAMP电视∙∙∙TELEVISION小冰箱∙∙∙MINI‐BAR 台灯∙∙∙DESKLAMP地灯∙∙∙FLOORLAMP台灯∙∙∙TABLELAMP吹手机∙∙∙HANDDRIER吹风机∙∙∙BLOWER 音响∙∙∙AUDIO音响喇叭∙∙∙SPEAKERS电话∙∙∙PHONE饮水机∙∙∙WATERMACHING闹钟∙∙∙ALARMCLOCK热水器∙∙∙WATERHEATER射灯∙∙∙SPOTLIGHT筒灯∙∙∙DOWNLIGHT灯带∙∙∙LIGHTWITH夜灯∙∙∙NIGHTLIGHT 麻将机∙∙∙GAMESTABLE投影仪∙∙∙PROJECTOR安全指示灯∙∙∙SECURITYLIGHTS门铃∙∙∙DOORBELL免打扰∙∙∙DISTURB咖啡机∙∙∙COFFEEMACHINE 阅读灯∙∙∙READINGLIGHTS专属词汇清扫间∙∙∙CROOMING化妆∙∙∙GROOMING储藏∙∙∙STORE设备∙∙∙EQUIP领班∙∙∙MAITRE`D服务∙∙∙VALET无障碍∙∙∙DIS工作∙∙∙WORK展示∙∙∙DISPLAY5/ 8单独/混合∙∙∙SINGLEMINGLE技师∙∙∙ARTIFICER景观∙∙∙SIGHT员工∙∙∙STAFF领位∙∙∙MAITRE’D 接待∙∙∙RECEPTIONDESK出纳∙∙∙CASHIER 员工∙∙∙STAFF团队接待∙∙∙GROUPREG 客房服务∙∙∙ROOMSERVICE机电/消防空间及设备机房∙∙∙PLANTROOM消防前室∙∙∙SMOKELOBBY（英）消防前室∙∙∙PRESSURIZEDROOM(美) 消防控制室∙∙∙FIRECONTROLROOM消防栓∙∙∙HOSEREEL4‐4酒店客房电气名称门铃按钮DOORBELL请勿打扰+1350HTDND请勿打扰及门铃按钮+1350HTDOORBELL ＆ DND门卡节能开关带 LED 灯+1350HTKEYCARDWITHLEDLIGHT门卡KEYLED 应急灯+300HTLEDEMERGENCYLIGHT应急扬声器藏于天花侧面EMERGENCYSPEAKERONCEILING’SSIDE保险柜电源插座（不受节能开关控制）SAFEBOXPOWERSOCKET(NOT CONTROL BY ENERGYSAVERSWITCH)RCU 箱(藏于天花内)RCUBOX（HIDE IN CEILING）配电箱(藏于天花内) DISTRIBUTION BOX（ HIDE IN CEILING）微动开关MICRO AUTO SWITCH门铃蜂鸣器藏于天花夹层 BUZZER FOR DOORBELL INSIDEFALSECEILING浴室开关+1350HTSWITCHES FOR BATHROOM电动窗帘开关 +1350HTMOTORIZEDCURTAINSWITCH 清洁(服务)插座+300HTPOWERSOCKETFORSERVICE 恒温器+1350HTTHERMOSTATCONTROL咖啡机插座（带单独开关）+1200HTPOWER SOCKET FOR COFFEEMAKER (WITH INDIVIDUAL ON OFFSWITCH) 冰箱电源插座（不受节能开关控制）+450HTPOWERSOCKETFORREFRIGERATOR (NOT CONTROL BYENERGYSAVERSWITCH)机顶盒电源插座POWER SOCKET FOR SET TOPBOX---------------------------------------------------------------最新资料推荐------------------------------------------------------机顶盒数据端口(86 式接线底盒) SET TOP BOX DATA OUTLET(86J‐BOX)电视音频接口 +1200HTAUDIOPORTFORTV 有线电视接口+1200HTTVOUTLETEPIC 系统(86 式接线底盒)+1200HTEPICSYSTEM(86J‐BOX)4.EPIC 系统(86 式接线底盒) +1200HTEPICSYSTEM(86J‐BOX)IPTV 数据端口+1200HTTVDATAOUTLET电视机电源插座 +1200HTPOWERSOCKETFORTV.机顶盒数据端口(86 式接线底盒)+1200HTSET TOP BOX DATA OUTLET(86J‐BOX) 国际通用电源插座*2（不受节能开关控制）+900HTUNIVERSALPOWEROUTLET(NOTCONTROLBYENERGYSAVERSWITCHWITHINDIV IDUALONOFFSWITCH)EPIC 系统(86 式接线底盒) +900HTEPICSYSTEM(86J‐BOX)台灯电源插座+500HTPOWERSOCKETFORTABLELAMP 电话端口+500HTTEL.OUTLET 互联网数据端口 +500HTINTERNETOUTLET台灯开关TABLELAMPSWITCH电动窗帘MOTORIZEDCURTAIN电话端口+900HTTEL.OUTLET 带灯放大镜+1500HTMAGNIEIER MIRROR 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LOCATETHISOUTLETACCORDING TO SITE TV RACK,SHOULDCLOSETOTVMIDDLINEASMUCHASPOSSIBLE。
常用餐饮服务英语100句
常用餐饮服务英语99句1.Welcome to our hotel. 欢迎到我们的酒店来！2.Good night. 晚安（晚间告别用）3.have a good rest. 祝您休息好！4.See you later (tomorrow). 以后（明天）见！5.Hope to see you again soon. 希望不久再见到您！6.Have a good time. 祝您过得愉快！7.We wish you a pleasant stay in our hotel.愿您在我们饭店过得愉快！8.Please don’t leave anything behind.请不要遗忘你的东西。
9.Watch your step! 请走好！10.We wish you a pleasant journey. 祝您旅途愉快！11.Have a nice trip! 一路平安！12.All the best! 万事如意。
13.Take care! 多保重！14.Good luck! 祝您好运！15.Thank you for coming. 谢谢您的光临。
16.I’m very grateful to you. 非常感谢您。
17.It’s very kind of you. 谢谢，您真客气。
18.You are (most) welcome. 不用谢，不用客气。
19.Not at all. 不用谢。
20.My pleasure.(or with pleasure) 很高兴能为您服务。
21.Glad to be of service. 很高兴为您服务。
22.At your service .乐意为您效劳。
23.I’m sorry. 很抱歉。
24.Excuse me. 对不起。
25.I’m terribly sorry. It’s my fault.非常抱歉，那是我的过错。
26.I’m awfully sorry for my carelessness.对于我的粗心大意我非常抱歉。
如何写关于餐馆的意见和反馈英语作文
如何写关于餐馆的意见和反馈英语作文全文共6篇示例，供读者参考篇1How to Write About a Restaurant in EnglishHey friends! Today I'm going to teach you how to write an awesome essay in English about your experience at a restaurant. Whether you had an amazing time and want to give the place a glowing review, or you had some problems and want to give them some feedback, this is how you can write all about it. Get ready to wow your teacher!First things first, you need to give your essay a rocking title. Something catchy that makes people want to read it. Like "Mike's Diner - The Best Burgers in Town!" or "Disappointing Dinner at Fancy Schmancy Restaurant." See how those titles make you curious to read more? That's what you're going for.Next up is the introduction. This is where you grab the reader's attention right away and give them an idea of what your essay will be about. You could start with a funny joke, an interesting fact, or just dive right in describing your overall experience. Like "I've been to a lot of restaurants, but Mike'sDiner has the most mouthwatering burgers I've ever tasted!" or "I was so excited for our fancy dinner at Schmancy's, but it ended up being a total letdown."Then you move into the body of your essay, which is the main course! Nom nom nom. This is where you really dish out all the juicy details in multiple paragraphs. Describe the atmosphere, the service, and most importantly, the food! Use lots of descriptive words to paint a picture in the reader's mind.For a positive review, you could write something like: "When you walk into Mike's Diner, the mouthwatering aroma of sizzling burgers smacks you right in the face. The cozy booths and checkered floors give it a classic 50's diner vibe that makes you feel right at home. Best of all, the burgers are out of this world! The beef patties are thick, juicy, and bursting with flavors like smoky barbecue or mushroom swiss. They use fresh ingredients and soft buttery buns that lightly toast on the grill. With each bite, I found myself grinning from ear to ear like a happy little kid."Or for a more negative review: "As soon as we stepped into Fancy Schmancy Restaurant, we could tell it was trying way too hard to be posh. The bright neon lights, loud thumping music, and cold, modern decoration made it feel more like a nightclubthan an upscale eatery. The servers acted like we were cramping their style just by being there. And the food, which costed an arm and a leg, was honestly just mediocre at best..."Be sure to include lots of specific details and examples to back up your opinions, like exactly what dishes you ordered and how they tasted, or instances of good or bad service. Use descriptive language and even some creative writing techniques like similes and metaphors. "The chicken parmesan was so salty, I felt like I was drinking straight from the ocean!"In the conclusion, restate your overall thoughts and give your final verdict. Would you recommend this place or not? "In the end, Mike's Diner is a no-frills burger joint that lets their scrumptious, melt-in-your-mouth patties do all the talking. If you're craving a good old-fashioned burger done right, this is definitely the place!" or "Unless you're in the mood to spend a fortune on pretentious food and be treated like a nuisance, I'd steer clear of Fancy Schmancy Restaurant. There are plenty of better places that offer an actually pleasant dining experience."And there you have it! Focus on writing in a clear, descriptive, and engaging way, and your restaurant review will be delicious as can be. Happy writing, and bon appétit!篇2Here's an essay about how to write an opinion and feedback piece on restaurants in English, written in a style suitable for elementary school students (approximately 2,000 words):How to Write About Restaurants in EnglishHi there! Are you a kid who loves eating out at restaurants? Or maybe you're a grown-up who still has a kid's heart when it comes to tasty food? Either way, I'm here to teach you how to write a super cool essay about your favorite (or not-so-favorite) restaurants in English!First things first, let's talk about why it's important to write about restaurants. Imagine you go to a new place, and the food is absolutely amazing! Wouldn't you want to tell everyone about it? Or what if the service was really bad, and you don't want other people to have the same experience? That's where restaurant reviews come in!A restaurant review is like a story about your experience at a particular place. It's a way for you to share your thoughts and feelings about the food, service, atmosphere, and anything else that stood out to you. And the best part? You get to write it inEnglish, which is a language spoken by people all around the world!Now, let's talk about the different parts of a restaurant review:IntroductionThis is where you introduce the restaurant you're going to write about. You can start by saying something like, "Last weekend, my family and I went to a new Italian restaurant called Pasta Paradise." Simple, right?DescriptionIn this part, you'll describe the restaurant's atmosphere and overall vibe. Was it fancy or casual? Did the decorations make you feel happy or uncomfortable? Maybe the music was too loud or just right? Describe everything you saw, heard, and felt when you first walked in.The FoodThis is the most important part, of course! You'll talk about the dishes you ordered, how they looked, and most importantly, how they tasted. Were they delicious or disgusting? Did the flavors go well together or clash? Don't forget to mention if the portion sizes were too big or too small.The ServiceHow did the waiters and waitresses treat you? Were they friendly and helpful, or did they seem grumpy and uninterested? Did they bring your food quickly or make you wait forever? These little details matter a lot when it comes to the overall dining experience.ConclusionIn the conclusion, you'll give your final thoughts and overall rating of the restaurant. Would you recommend it to your friends and family, or would you tell them to stay away? You can even give it a rating out of 5 stars or smiley faces!Remember, when you're writing your review, try to use descriptive words that paint a picture in the reader's mind. Instead of saying "The pizza was good," you could say, "The pizza had a crispy golden crust and was topped with gooey, melted cheese that made my taste buds dance with joy!"Also, don't be afraid to use your imagination and have fun with it! Maybe you could pretend to be a famous food critic or a restaurant detective on a secret mission to find the best (or worst) dining spots in town.And that's it, my friends! Now you know how to write a fantastic restaurant review in English. So, the next time you go out to eat, pay close attention to every detail, and get ready to share your experience with the world!Happy writing (and eating)!篇3How to Write an Opinion and Feedback Essay About a Restaurant in EnglishDo you love eating out at restaurants? Me too! Restaurants are so much fun. But sometimes you might have a really good experience or a really bad experience at a restaurant. That's when you can write an opinion and feedback essay to share your thoughts.An opinion and feedback essay is where you write about your opinion of a restaurant. You can say what you liked and didn't like. You can give feedback to the restaurant owners about things they can improve or keep doing well.Writing this kind of essay in English can be tricky, but I'll share some tips to help you. Just follow these steps and you'll be an opinion essay pro in no time!First, you need to pick which restaurant you want to write about. Maybe there's a new restaurant that just opened up near your house. Or maybe you went to a restaurant for a special occasion like a birthday party. Pick whichever restaurant you have the most opinions about – both good opinions and things you didn't like.Next, you'll start your essay with an introduction paragraph. This is where you tell the reader what restaurant you're writing about and give them a sneak peek at your main opinions.For example, your intro could say: "Jack's Burger Barn is the yummiest burger restaurant in town. They make the best cheeseburgers with crispy fries. However, their milkshakes are not as tasty and their restaurant is kind of dirty."See how that intro paragraph tells the reader the name of the restaurant, says you think the burgers and fries are good, but the milkshakes and cleanliness could be improved? That's a good start to get the reader interested.After the intro, you'll have a few body paragraphs where you go into more detail about your opinions. You can have one paragraph about the taste of the food, one about the service, one about the environment like how clean or nicely decorated it is, etc.For the food quality paragraph, you could say something like: "Jack's Burger Barn makes burgers that are cooked perfectly - not too rare and not too well done. The patties are thick and juicy. The cheese is melted all over the patties so you get cheesy flavor in every bite. And the buns are toasted just enough to be crispy on the outside but still soft on the inside."See how that paragraph gives lots of yummy details about why you think the burgers taste good? That's what you want for a food quality paragraph.For the service paragraph, you could describe if the servers were friendly and quick or rude and slow. For the environment paragraph, you could talk about if the restaurant was clean or messy, nicely decorated or kind of ugly, quiet or too loud, etc.Once you've had a few body paragraphs describing all your opinions in detail, you'll finish with a conclusion paragraph. The conclusion should restate your overall opinion one last time and maybe suggest whether you would recommend that restaurant to others or not.Like this: "In conclusion, Jack's Burger Barn has delicious burgers and fries that I highly recommend. However, their milkshakes need improvement and the restaurant could becleaner. Overall, it's worth a visit if you want a tasty burger but don't expect the fanciest dining experience."And that's how you write an opinion and feedback essay about a restaurant in English! The most important things are:Give your overall opinion in the intro and conclusionHave body paragraphs with lots of details and examples about the specific things you liked and didn't likeDescribe the taste of the food, the service, the environment, and any other factors that shaped your opinionAs long as you include those three elements, you'll be well on your way to writing a great opinion essay that lets people know exactly what you think about a restaurant. It's not always easy, but keep practicing and you'll get better with each essay you write. Happy eating and essay writing!篇4How to Write About a Restaurant in EnglishHi friends! Today I want to tell you how to write an awesome essay in English about a restaurant you went to. Writing about restaurants is super fun because you get to talk about yummyfood! But it's also important because you can help other people decide if they want to go to that restaurant too.First, you need to give some basic information about the restaurant. This is called the introduction. You should say the name of the restaurant and where it is located. Like this:"Last weekend, my family and I went to Burger Palace, a new restaurant that just opened on Main Street in my town."Then, you can give a little preview of what you'll be writing about:"Burger Palace has some good points, but also a few things that weren't so great. In this essay, I'll share my opinion on the food, the service, and the atmosphere."Okay, now it's time for the body of your essay. This is where you get into all the juicy details! A good plan is to have one paragraph for each main topic.First Paragraph: The FoodThis is probably the most important thing about a restaurant. You can describe what kinds of foods are on the menu and what you ordered. Then say if you liked the taste, if the portions were a good size, if it looked appetizing, etc."The menu at Burger Palace is, obviously, mostly different kinds of burgers and fries. I got the classic cheeseburger meal which came with fries and a drink. The burger patty was cooked perfectly and tasted really juicy and flavorful. However, the fries were a little soggy and didn't have much flavor besides salt."Second Paragraph: The ServiceHow were the servers? Were they friendly and attentive, or did you have to wait a long time for your food? Little things like this can make or break a restaurant experience."The servers at Burger Palace were very friendly and kept our drinks filled. However, we did have to wait quite a while to get our food, even though the restaurant wasn't that busy when we arrived. By the time our meals came, I was starving!"Third Paragraph: The Atmosphere and AmbienceThis covers things like the decor, the lighting, the noise level, the vibe of the place. Did it feel welcoming and comfortable, or chaotic and messy?"I really liked the fun 1950s diner theme that Burger Palace had going on. With the checkerboard floor tiles, red vinyl booths, and oldies music playing, it felt like going back in time. The onlydownside was that it was pretty noisy, making it hard to hear each other talking."After you've covered the main points in the body paragraphs, it's time to wrap things up with a conclusion. Restate your overall thoughts and say if you would recommend the restaurant or not."Overall, Burger Palace has some really high points like the tasty burgers and fun atmosphere. However, there were also some low points like the service being slow and the disappointing fries. If you're craving a good burger in a cool setting, I'd say Burger Palace is worth trying. Just go when you aren't in a huge rush and get a side other than fries!"And that's how you write a stellar restaurant review essay in English! The most important things are to give a balanced view by talking about what you liked AND disliked, use lots of descriptive details, and have a clear introduction and conclusion. Writing about food is delicious work!篇5How to Write an Opinion and Feedback Essay About a RestaurantDo you love going out to eat at restaurants? I sure do! My favorite thing is trying new places and seeing if their food is yummy. Maybe you went to a restaurant recently and had a really good time. Or maybe the restaurant wasn't that great and you want to tell others about it. That's when you can write an opinion and feedback essay!An opinion and feedback essay lets you share your thoughts and experiences about a restaurant. You get to say what you liked and didn't like. It's important to share your honest opinion so other people know what to expect before going there themselves.Writing this kind of essay might seem hard, but don't worry! I'm going to explain the steps so it will be easy as pie. Just follow along and you'll be writing amazing restaurant essays in no time!First off, you need to give some basic information about the restaurant you visited. This is called the introduction. Tell what the name of the restaurant is and where it's located. You can also mention if it's a chain restaurant or a mom and pop local place.For example, your intro could say: "Last weekend, my family and I went to Burger Town, a big burger chain with locations all across the country. This particular Burger Town is on Main Street in my hometown of Centerville."Next, you'll move into the body of your essay, which is the biggest part. The body is where you really get to share your opinions and feedback. I recommend splitting it into a few different paragraphs to make it easier to read and organize your thoughts.One paragraph can describe the atmosphere and setting of the restaurant. Was it bright and colorful inside? Or maybe it was a dimly lit, cozy vibe? Did you have to wait a long time to be seated? Was the restaurant clean or messy? These are all important details that affect the overall dining experience.For example, "When we walked into Burger Town, the first thing I noticed was how bright and loud it was. The floors were covered in sticky crumbs and there were papers and food wrappers scattered everywhere. It looked like a tornado had blown through! We ended up having to wait 30 minutes just for a table."Another paragraph can focus specifically on the food itself - the most important part! Describe how the food looked when it arrived at your table. Was it attractively plated or just slopped on there? Then talk about the flavors and tastes. Was everything delicious or just okay? Be sure to mention the names of dishes you ordered.Like this: "I ordered the Classic Burger meal which came with fries and a soda. The burger itself looked amazing - it was huge and piled high with crispy bacon, melty cheese, and all the fixings.I couldn't wait to take a bite! However, when I did, the burger patty itself was kind of dry and didn't have much flavor. The fries were cold and soggy too. Such a disappointment after it looked so good!"For another paragraph, you can evaluate the service you received from the staff. Were they friendly and helpful? Or did they seem grumpy and rush you out? How long did it take for your food to come out after ordering? Getting good service really makes or breaks the whole dining experience.For instance, "Our server looked like she'd rather be anywhere else than at Burger Town that day. She hardly smiled at us and rushed through taking our order. After we ordered, we had to wait over an hour for our food to finally arrive! By then we were hungry and cranky. The manager noticed we were unhappy and didn't charge us for our drinks, which was nice of him."Near the end, you'll want to wrap up with a conclusion paragraph. Sum up your overall thoughts and experience at the restaurant. Would you recommend it to others or not? This iswhere you get to give the place an overall rating, like 4 out of 5 stars or a letter grade.Like this: "Even though there were some issues with the service and cold food, I would still go back to Burger Town again because their burgers have so much potential when made right. I give them 3 out of 5 stars this time, but I think they can do better. With a little more care and effort, Burger Town could be an amazing burger place!"And that's pretty much all there is to writing an opinion and feedback essay on a restaurant! Remember to give plenty of details about the food, atmosphere and service you experienced. Don't hold back - let the reader know exactly how you felt about the place, good or bad.Most importantly, have fun with your writing! Getting to share your thoughts and opinions on restaurants is a tasty way to practice your essay skills. Who knows, you might become a famous food critic one day! Enjoy that next meal out and get scribbling.篇6How to Write an Opinion and Feedback Essay About RestaurantsHi friends! Today I'm going to teach you how to write an awesome essay about restaurants. It's really fun and easy once you know the steps. First, you need to pick a restaurant you've been to recently. It can be any kind of restaurant - fast food, fancy schmancy, or anything in between. Just make sure it's a place you have strong feelings about, whether you loved it or hated it!Once you've picked your restaurant, it's time to make some notes. Grab a pencil and paper and write down everything you can remember. What did the place look like inside and out? Was it clean or messy? How did it smell? What kind of decorations did they have? Write down all the little details to jog your memory.Next, think about the food. What dishes did you order? Were they tasty or totally yucky? How was the portion size - too small or enough to feed a horse? Don't forget about the drinks too. Did they have your favorite soda or just boring water? Getting specific details on the menu items will really help bring your essay to life.The service is another super important part. How did the servers treat you? Were they friendly and helpful or grumpy and rude? Did they get your order right or totally mess it up? Howlong did you have to wait for your food? Noting both the good and bad service moments will make your essay more balanced.After the food and service notes, think about the overall experience. How did you feel when you left - happy and full or hangry and disappointed? Would you go back or steer clear forever? If there was one thing you could change, what would it be? Jot down your final thoughts to wrap up your notes.Okay, now that you have all your juicy details written down, it's time to start drafting your essay! The intro paragraph is where you'll give an overview of the restaurant - the name, type of cuisine, and your overall opinion. Something like "Burger Blast is a casual burger joint that left me totally unsatisfied" gets right to the point.Then you'll move into the body paragraphs, where you really get to dig into the details from your notes. Spend a paragraph on the atmosphere, a paragraph on the food and drinks, a paragraph on the service, and a final paragraph summing up the experience. Use lots of descriptive words to paint a picture in your reader's mind. Instead of saying "the burger was bad", you could write "the burger was a sloppy, lukewarm mess that I couldn't bear to finish."To wrap up, the conclusion restates your opinion and final thoughts. You could end with something like "Although Burger Blast claims to be the best burger in town, my experience showed it's actually the worst. I'd give this greasy spoon zero stars and I won't be returning anytime soon."The best essays give a balanced view of both the good AND bad parts. Don't just complain or praise the whole time. Give specific examples of awesome and awful moments to make your point. Using strong "opinion words" like terrible, outstanding, highly recommend, and avoid at all costs will also reinforce your views.I hope these tips help you write an A+ restaurant review essay! Just remember to have fun with it and let your personality shine through. Happy writing!。
Serviced Apartment Hong Kong
Table of ContentsChapter 1. Executive Summary……………………………………………………..….P.1 Chapter 2. Background study…………………………………………………P.22.1 Introduction of Background study……………………………………..P.42.2 The evolution and competitions of serviced apartments inHong Kong….………………………………………………………….P.5 – P.62.3 Table of difference for hotels, normal apartments and servicedapartment………………………………………………………………………P.7 Chapter 3. Objective of study………………………………………………….………..P.8 Chapter 4. Analyze aspects for service, commodity, and equipments ……………………………………………………………………………………P.94.1 Structure chart of the current management system……………P.104.2 Current management system and explanations…..…………….P.114.3 Introduction to job duties for all positions…………………………P.124.4 Current phys ical facilities and equipments………………………P.144.6 Reports………………………………………………………………………..P.18 Chapter 5 SWOT Analysis for the current system…………………………...P.225.1 Strengths………………………………………………….………………….P.245.2 Weaknesses………………………………………………….……………...P.265.3 Oppo rtunities………………………………………………………………..P.285.4 Threats………………………………………………………….…………….P.30 Chapter6. Problems identifications…………………………………………………P.326.1 Job-redesign and recommendations………………6.2 Suggestion to solutions………………………………..P.336.3 Tests and Im plementations…………………………………………….P.34 Chapter7. Recommendations and conclusions……………………………...P.387.1 Recommendations for management system…………………….P.387.2 Recommendations for facilities improvements………………….P.427.3 Recommendations for operational proced ures…………………P.45 Appendix IAppendix IIReferenceExecutive SummaryDe Fenwick serviced apartment has been a profitable and successful business, with all the effort given out by members who work for De Fenwick. Our rental profit has increased by 40% since 2005. The average profit has increased by 15% per year. To maintain this glorious scores, we must review on our own and known our competitors. These report pointed out most of the important factors concerns with operational and management aspects. In order for us to become more competitive, we must identify the problems and solve with the best possible solution. The problem identification is thought reports encountered in daily operations and review the operational procedures and the job duties.Background StudyDe Fenwick was established in 2003 with the simple objective of providing the best value high standard short-term stay mainly for business executives within the “heart of business” of Hong Kong Island.We are now regarded as an internationalized full service short-term accommodation provider, offering over 100 well-appointed apartments in key location in the Hong Kong Island.We specialize in working directly with the international business community to provide comfortable fully furnished apartments to their employees who are coming to Hong Kong for an extended business trip, a long-term project or perhaps relocating here. Our clients are exclusively from the international business community and our g uests are those companies’ employees, families and friends.De Fenwick is offering a simple and straightforward: mid-quality serviced accommodation providing within the ambience of a private residence, and at a fraction of the cost of a hotel. All apartments are owned, furnished and maintained by De Fenwick to its exacting standards, and include such home comforts as fully fitted gas cooking kitchens, televisions with full Cable TV packages and independent air-conditioning systems.Additional cost-saving services such as free broadband internet and laundry service help to further reduce the associated costs of an extended stay in Hong Kong.To De Fenwick, excellent customer service means exceeding its clients and guests expectations every time. Its service delivery philosophies are based on first-hand experiences as both guest and operator of the growing serviced apartment concept, with innovative thinking and cost-saving services fundamental to its forward thinking approach.All our guests are met by one of our full time staff and their apartment will be provided with all necessary linen, electrical appliances as well as dinning and cooking wares. We provide a standard three times per week cleaning service and a weekly linen change. Exact requirements can be agreed on arrival or selected at any time by contacting us by any means you wish.Introduction to Background studyThe building had first renovated since year 2003, the building was a normal apartment named Shing Yip Building. The first owner brought the building and renovated as a serviced apartment and changed the name as De Fenwick serviced apartment. He also owns another apartment in Causeway Bay named De Victoria. In comparison between conventional hotels and normal apartments; the serviced apartment can be positioned and marketed right in between these market sectors in Hong Kong. Moreover, the blooming of the china economy has its biggest marketing potential around the world and it would attract a lot of business taking Hong Kong as a first step in entering the china market. Before they can enter into china, they may have to settle down either in Hong Kong or in China. In terms of the safety concerns, Hong Kong is a better place when compare to China. That’s ho w the serviced apartment comes into business. Furthermore, the 2008 Olympic was held in Beijing, it makes china becomes a biggest paradise for business opportunities.Evolutions and competitions for servicedapartments in Hong KongThe peak evolutions for serviced apartment in Hong Kong started since 2005. Where there are only two types of accommodations. The first one is hotel and the second is normal apartment. The main different between serviced apartment, normal apartment and hotel are on the flexibility of the leasing terms, rental cost and services. We will now look into the different between hotel, normal apartment and serviced apartment individually.Hotel:Normally cost more since of their nature of business is renting rooms on daily bases. They can provide the best service in compare with the others, normally for short terms stays and the cost range from low as HK$800.00 to HK$15000.00 per night. Hotels are the most conventional place for travelers and they provide full range of services; like in house restaurants, pubs, swimming pool, gymnasium, massage service, board band internet service and Cable TV. (e.g. Movies, News and sports channels, etc ) Most of the hotels provides pick up service from the airport as on request. Hotel provides the highest quality of services, the highest quality of rooms and so to their price.Normal apartments:For normal apartment you may have to sign an agreement for at lease a year and the lease terms can be extended after the first year by the tenant.You maybe thinking, what if I want to move out before the agreement expires and it incurs compensation cost to either party who bleached the contract. Signing a lease agreement would be a serious decision, we must urge everyone to be careful and think thoughtfully before entering into any kind of agreements. The services and for normal apartment have a wide range of variety, some are furnished and some are not furnished. Some of them provide cable TVServiced Apartment:The normal leasing terms for an apartment is on monthly bases, it provides more flexibility to people who plan to stay in Hong Kong only for a few months. Serviced apartment are decided for business trips or for the convenience of families. The Biggest advantage is that they provide spacious space, a fair service for value plus a much lower rental cost. They have the flexibility in the lease term as hotels and they have the advantage of a normal apartment, where you can cook at home and still enjoying the services provided in compatible to hotels.Chapter 2.3Table of differences for hotel, normal apartmentand serviced apartmentThe difference bewteen Hotel, normalapartment and serviced apartmentChapter 3Objective of studyThe objective of study toward this report is to provide a review of the top-down from the managerial side as well as the operational procedures.The study can be classified into three parts; personals, physical equipments/ services and the co-relations between the contractors.As mentioned, we are having a renovation for the building, we would like to identified as many problem as possible and improve not only the out-looking presentation but the management side and the services. Firstly, we will identify the job duty for all the involved personals and the co-relations in between them.We will focus on the incident reports described during a set period of time within the building. The report includes incident happened from the managerial side as well as operational side. The managerial sides is relating to the co-relationship between different department, for example; the inter-relationship between the cleaning company and the management company. Review the function of the cleaning company and their efficiency in problem solving; responding to special requests.Analyze aspects from management system, job duties and physical facilities for effective andefficient operations.In this section, we will look at the structure chart of the current management system, analysis the advantage and disadvantage of the system. Discuss the inter-relationship between the efficient operations between the management systems and the physical facilities that may help to over come the problems. There is a lot of different management system, but there aren’t any rules and regulation that can governor the feasibility of the system. Efficient and effective operations are the analyzer for which management system is the best and suitable for certain division. The management system should fit into the ultimate goal of business, which is cost effective and balance with efficient. Moreover, the proper tools in the right place would help improve efficiency and bring satisfaction and convenience to a client. The client satisfaction depends on how we look after him/her and this is the same as in a hotel or in a serviced apartment.Structure ChartThe structure chart shows the current management system in De Fenwick.Infrastructure of the Management systemChapter 4.2Current Management system and explanations The current management system for the building adapted a centralization system, which control mostly by the general manager. He/She has control for almost everything within the building, for example; repair and maintenance, cleaning department, thought leasing services. He/She could possibly communicate and order any person to do anything, as he/she likes without notifying anyone in the company. But, this management method has is own advantage and characteristics and is very common in small firms. In fact it often comes up with a lot of dissatisfaction from the other management levels, since the same task can be performed by anyone within the firm.Advantages:The advantages for the current management system are listed below:1)Effective and faster communication for the managers2)Faster responsiveness to crisis management3)DecisiveDisadvantages:The disadvantages for the current management system are listed below:1)Lack of communication between departments2)Dissatisfaction from other managerial levels3)Dissatisfaction from other personals due to improper communications4)Lower moral support for different positions, since they have no right forworks delegations5)Risks of misunderstanding, since order are given separately to the workersand the person who monitoring the job.6)Confusions of job duties for customer service manager, leasing officers andsecurity manager, since orders are given directly by the GM.7)Difficult in controlling the contractorsChapter 4.3Introduction to Job dutiesJob duty for the general manager:1)The main duty for the general manager is to lease out all the availableunits for the serviced apartment.2)Arrange units upon on the requested date.3)Prepare documents for formal tenancy agreement4)Collect all payment and rental form tenantsJob duty for the customer service manager:1)Arrange repairs for defects.2)Room’s preparation and inspections prior check in/out.3)Perform guests requests4)Assist in security work5)Prepare rosters for cleaners6)Arrange cleaning services7)Record meters for gas and electricity8)Prepare notices and letters for the building9)Monitoring and arrange the cleaner’s work10)T o serve all occupants from tenants to occupants, answering calls andenquiries from the service counter.Job duty for the customer service officer:1)The main duty is to provide customer service to all the potential clients andintroduce the service apartment.2)Assist the general manger to lease out units, show rooms demonstrations.3)Answer enquiries from the service counter, either by phone in person or byemail.4)Provide administrative assistance to customer service manager. (Forexample, filing, documentations, etc.)Job duty for the security manager:1)The main duty is inspect the security system, check records for registeredvisitors, inspect the patrolling area, and monitoring areas with cameras.2)Room’s preparation and inspection prior check in.3)Report if there are any problems or defects.4)Inspect defects upon requests5)Provide customer services as necessaryJob duty for the security officers:1)The main duty is to provide security service, registering visitors, patrollingthe building, and monitoring areas with cameras.2)Report and record incidents3)Provide customer service as necessaryJob duty for the cleaners:1)Provide general house keeping and cleaning services2)Work on requests3)Report defects.Job re-designs for different positions andRecommendationsJob redesign is to help to clarify the job duties for the current job positions; it may be very difficult with limited human resources. Basically, the job duties for the security Manager, security officers and the cleaners are very clear, we will main focus on the job-redesign for the customer Service Manager, as he has carrying a lot of different duties that should be sprit up with different department.Review on management method for general manger:The general manager should delegate work and sprit up his duty and should notify the other managerial staffs on his decision before announce to the workers. For example, the GM should minimize direct orders to cleaners unless necessary. There are two main departments that require our attentions and to increase the effectiveness and efficiency. The first one is the cleaning department, and the second one is the repair and maintenance department. In order to give better control to the repair and maintenance department and the cleaning department, we should promote a person to be in-charge of the two departments. In this case, we recommend that, there should be a foreman to help the GM in controlling the cleaning department and the repair and maintenance department. The foreman should report directly either to the GM or the Customer service Manager.Beside, GM should increase the transparency of the management method, increase the communications with the others staffs. For example, a weekly conference and review problems encounter on their jobs, discuss problems more often with the involving staffs. The GM should provide a two-way communications for different positions and try to listen to their need. Customer Service Manager:The job duties for the CS manager involving a lot of different skills and variety, he also should try to spit up his work with the Security Manager. For example,Operational Procedures:Thought this section, we would review the old operational procedures and try to implement better procedures to improve the efficient and the accuracy ofthe operations. In ourOperational procedures for checking in the apartment:1)Check passport and record personal details2)Collect contact information for emergency use( e.g., email address, mobilenumber, etc)3)Check if are payment are settled (Cash payment can only be collected by generalmanager and the customer service manager)4)Customer Service Manager/ Customer service Officer will take the tenant to theassigned unit.5)There will be a brief introduction given to the tenant, describing the cleaningservices, laundry service and a quick operation lesson for all necessary electrical appliances.6)The Customer service Manager/ Customer Service Officer will run though acheck list with the tenant, and the tenant must confirm and sign on the list.7)Any defects found inside the unit will be written on the check list.8) A business card with the unit’s telephone number and the security code will begiven to the tenant.9) A set of key will be given to the tenant.Operational Procedures for checking out the unit:1)The tenant will have everything packed and go down to the service counter.2)Return the keys to the service counter.3)Customer service Manager/ Customer Service Officer will inspect the room withaccording to the check list.4)If everything is fine, the tenant must sign on the check list again for verification.5)The deposit Refund will be given to the tenant within one month from the dateof check out.Operational Procedures for defects repair:1)Once a defect is reported to the management office/ service counter.2)An investigation regarding to the defects will be performed by the CustomerService Manager/ Security Manager3)If there is a defect for the unit, the customer service Manager will contact therelated technician to repair.4)An order form with the defect descriptions must be filled in by the customerservice manager and signed with company chop for verification.5)Contact the technician again to confirm the time for repair.6)Once the repair is done, arrange cleaning service as required.Chapter 4.6Reports:Reports based on the real time situations that happened in the building; we have collected and recorded at the scene.INCIDENT REPORTReporting Date: 23-07-08Reference No: 02/08Building Location: De FenwickDate / Time of the incident: 19-07-08 / 10:15a.mFrom: Raymond SitTo: Mr. FongIncident:Goodrich (A commercial tenant on the second floor of the building) – They arranged a construction for scaffolding without notification and application to the management company. On Saturday (19-07-08) three workers came for scaffolding within our building’s area, we asked the head of the workers about whom and what the scaffolding is for and asked them to stop immediately. Then, we have call Dennis Leung (Assistance Manager of the management company) to inquire about the construction of the scaffolding; he replied that we have no scaffolding work scheduled. Then, we went to the workers again and asked who gave them order for the scaffolding; they replied that the scaffolding is for canvas of Goodrich with is located at the intersection of Fenwick Street and Lockhart road. I tried to call Mr.Yim(Goodrich staffs who is in charge for constructions) but there was no answer. And then, I went up to Goodrich and inquired about the scaffolding for their canvas. Their answer was no and they have no idea who ordered the workers for the scaffolding.After that, we went down and told the workers to stop their work. I told them that we have not been notifying about the scaffolding, and the staffs from Goodrich denied that have anything to do with the scaffolding. We have given them fifteen minute to evacuate and dismount any scaffolding that was already been done.INCIDENT REPORT ANALYSISReporting Date: 21-07-08Reference No: 02/08Building Location: De FenwickDate / Time of the incident:From: Raymond SitTo: Mr. FongIncident:Goodrich –Scaffolding without notification and application for construction. On Saturday (19-07-08) three workers ca me for scaffolding within our building’s area. Procedures recommended at the scene:1)Called Mr. Shek for clarifications about the scaffolding, enquire if thescaffolding is allowed or not.2)Clarified from Mr. Dennis Leung about the on-going scaffolding is not related toOutback. (* Outback have applied for a signage replacement and was scheduled on the 20-07-08)3)Approached the scaffolding workers, and enquired who asked for the scaffolding.The leader of the workers told us the scaffolding was constructed for the Goodrich.4)Called Mr. Joe Yim from Goodrich, he is in charge for all the construction andinstallation for Goodrich. I couldn’t reach him on his phone but left a message and my contact details.5)I went up to Goodrich and enquired them about the scaffo lding. I’ve asked forMr. Joe Yim at the front desk of Goodrich and he was not there either.6)Since Mr. Joe Yim was not there and I asked for Mr. Brain Mok, but he doesn’tseems to know anything about the scaffolding either and he didn’t admit that the scaffolding is not constructed for them either.7)Reported back to Mr. Shek and took photos for the scaffolding.8)Approached the leader of the scaffolding workers again and asked them toreinstate everything and leave the premises at once.9)Reported and send photos to Mr. Shek.10)Case ClosedREPORTReporting Date: 01-08-08Reference No: 03/08Building Location: De FenwickFrom: Raymond SitTo: Mr. FongContent:there are a lot of visitors going into the building, some are technicians, some are renovation related personal, since the renovation started. For instance, some workers tried to enter the building (31-07-08) and they refused to register at the font desk; since their supervisor was not there at the time, we simply asked them to wait for the supervisor to bring them in. The name of the visitors and their entry and exit time remains unknown, since the construction supervisor will open the back door for them to enter.As for the management point of view, we should know when they will be coming, how many people has entered the building and their identity as well. Therefore, something must be done to improve the securities for the buildings. Moreover, assistance must be gained from the construction company, in order to control the security for entrance.Suggestions for improvement:1)The quickest and the easiest way are to ask the supervisor from the constructioncompany to give us the name of the workers/guests who will enter to the building.2)The number of people who will enter the building.3)Permission pass will be given to all visitors/ workers for identity, once they havebeen registered.4)Return of permission pass when they leave the premises.INCIDENT REPORTReporting Date: 07-08-08Reference No: 04/08Building Location: De FenwickIncident Date/Time: 02-08-08 (16:15), 03-08-08(12:15)From: Raymond SitTo: Mr. FongIncident:On 2nd August, 2008 at around 16:15 Passenger Lift No.3 had found mal-functioning and did not stop at the sixth floor. It was reported by one of the occupant from the sixth floor. No one was trapped in the lift and we had called the related lift company “Holake Hong Kong”. The lift company came at around 16:40 and repaired the lift in about 20 minute. The technician explained that one of the electric circuits was fused and that is why it did not stop at the sixth floor.On 3rd August, 2008 at around 12:15 Passenger Lift No.3 had found mal-functioning again. This time it stopped on the ground floor, seven people were trapped inside. Since the lift door was half opened, passengers were able to escape from the lift. Fortunately, no one had been injury from the accident. The similar situation had happened quite often.It is written that the capacity of the lift should be able to carry nine people and have the maximum weight of 680 kilogram. The fact is that the lift can never carry so many people at once. As we observed, the lift can carry approximately five people and the maximum weight is about 450 kilogram. We have contacted the lift company and asked if they can re-scale the maximum loading for the lift. They have accepted the advice but nothing had been done ever since we had taken over the place. The similar accident can be avoided, if the overloading alarm can be activated before it is overloaded.INCIDENT REPORTReporting Date: 14-08-08Reference No: 05/08Building Location: De FenwickIncident Date/Time: 14-08-08(10:06)From: Raymond SitTo: Mr. FongIncident:The service Lift was found broken again yesterday and was reported to us by the construction workers. The service lift has been in service for more than 40 years; therefore we have expected that there would be more problems toward the lift. Mr. Hui (The director of the construction company); he requested to speak to the lift technician, because the lift would has a dramatic affect toward the construction progress.Therefore, I have introduced Mr. Hui to the Technician… Firstly, the technician has explained the reason of the mal-functioning. The technician told Mr. Hui that according to their service records, the lift doors often cause the mal-functioning and the lift will not move if the doors are not closed properly. The causes to the problems are; dust covered the sensors of the door, the sand and stones stuck the door rails and the external impact to the doors. Mr. Hui has asked if there is any preventive protections can be done to minimize the problem. The technician told him that if the doors are not closing, they could try to clean the sensors and make sure nothing has obstructed them. Clean the door rails more often with a dust brush.Then, Mr. Hui asked another question on how heavy can the lift supports? The technician looked at the certificate in the lift and told Mr. Hui that the lift can support 1200 pounds. Mr. Hui replied that the lift can never support this much and he had trapped inside the lift three times, since he started the construction works. The technician explained; The lift has been in service for more than 40 years, it is remains unknown where the lift can carry 1200 pounds or not. The confrontation happened when Mr.Hui told the technician that he was trapped inside three times and the lift can carry only two workers at the same time which is around 300 pounds. Thus, he told the technician that the owners authorized him to perform any necessary action for any obstructions toward the construction progress. The technician has reported the case to his supervisor and leaved the building.At 11:30 Mr. Wang from the lift company has came and would like to speak to Mr. Hui in relations to his request. Once Mr. Wang had understood the issue he explained to Mr.Hui that the lift has been adjusted to the optimal conditions in between safety concerns and performance. They can weight the lift, but only by the management office requested, since they have signed the contract with the management company.Mr. Wang has promised to inspect and adjust the lift at 14:00.Mr.Wang came as promised with four technicians; he had tested and adjusted the lift. He told me that the lift can now carry approximately 4.5 people which is doubled the weight than before. He told me he can perform detailed inspections as requested. We have arranged a further inspection on Saturday (16-08-08). They left the building at 16:30.Reporting Date: 24-08-08Reference No: 06/08Building Location: De FenwickIncident Report date/Time: (23-08-08) / 14:02From: Raymond SitTo: Mr. FongIncident:We have received a complaint about the renovation on the 23rd Aug 2008 at 14:02. The occupant called to complaint about the noise on the 14th floor in which he is currently staying in unit E1 on the 12th floor. The occupant was so angry since he was trying to sleep. He enquired about the renovation work form the 14th floor and asked why they were making so much noise on the Saturday afternoon. I responded and promised him to check on the noise. I went up to 14th floor and the construction workers were drilling the floor. I reported to Mr. Shek immediately and he told me to call the construction supervisor. I called the supervisor and the noise stopped.The renovation for De Fenwick is accepted to be finished in approximately twelve months. It is important for us to keep the balance in between the renovation progress and the benefit of our current occupants. The renovation will decrease the rate of occupancy, if rules and regulations for the renovation are not established properly.Suggestions to the renovation regulations:1)Set rules for the drilling time; we will have to consider the time for drilling,because we have not only occupant since there is a restaurant in the second floor.We must avoid drilling during the lunch time, 12:00-14:30.2)Set rules for the drilling days; for example Monday to Friday from the time inbetween 09:00 to 18:00.。
香港中电资讯200506
06電能化家居活出生活新指標A Brand New Lifestyle Starts with All Electric Home專題報導電能化家居 活出生活新指標為了讓客戶更切實感受到中華電力如何積極「燃點生活力量」，推動生活 進步，中電於3月14日至4月1日推出了一連九集有關「電能化家居活出生活新指標」的三分鐘電視特輯－－「家居生活新指標」。
該電視特輯由懂得生活享受的名人如唐文龍、黃佩霞、紀曉華及Ranee K 參與，分享他們如何花少少心思，從家居配套和電器入手，創造更完美的家居生活。
電視特輯介紹廚房、廁所及客廳的各類先進家庭電器，展現 全電能化家居的優勢及如何使家居生活變得更悉心隨意。
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Cover StoryA Brand New Lifestyle Starts with All Electric HomeTo show customers how the Company is committed to enabling every individual to strive for betterment, CLP Power ha s la unched a nine-pa rt television series ca lled the "All Electric Home". Running between 14 March and 1 April, each of the three-minute episodes fea tures a new dimension of modern living with the All Electric Home.The television special roped in celebrities known for their stylish lifestyles, including Michael T ong, Almen Wong, Walter Kei and Ranee K to share with television viewers how a little thought a nd a little help from home design a nd electrica l a pplia nces can go a long way towards creating a better home. State-of-the-art home appliancesin kitchens, bathrooms and living rooms demonstrate the benefits of an All Electric Home and how it makes life easier. Please visit /lifestyle/en for the aired episodes of "All Electric Home".To enable customers to understand the All Electric Home concept fully, CLP Power has started distributing free copies of the "Smart Living - All Electric Home" bookletin its 15 Customer Service Centres in ea rly April. The booklet fea tures ha ndy tips from trendy home electrical appliances to interior decoration.In addition, CLP Power will stage a series of exhibitions in major shopping centres from mid May onwards, to share with customers the joy and fun of the All Electric Home. Please watch out.For more deta ils of the All Electric Home, plea se ca ll 2304 2020, or visit our Customer Service Centres for a free copy of the "Smart Living - All Electric Home" booklet.成功典範「商用全電能廚房」 開創香港飲食業先河傳統中式酒樓的廚房總是予人火光熊熊、油煙瀰漫的印象。
肯德基英语大全
肯德基麦当劳实用英语大全汉堡包：Hamburger鸡肉卷：Chicken Loaf原味鸡：Original Recipe烤鸡翅: Roast Chicken Wings上校鸡块:Colonel’s Crispy Chicken Strips with Home style Sides鸡米花：Chicken Popcorn大鸡腿：Fresh Grade Legs小鸡腿：Chicken Drumsticks鸡胸肉：Fresh Grade Breast鸡翅膀：Chicken Wings鳕鱼：ling炸薯条：French Fries土豆泥: Mashed Potatoes玉米沙拉：corn salad汤: soup面包：bread甜点：Pastries蛋挞: Egg Tart / Egg Cake圣代：Sundae甜筒: Ice-cream cone巧克力：Chocolate草莓：Strawberry蓝莓：Blueberry饮料: Beverage红茶：Black Tea咖啡：Coffee果汁：syrup橙汁: Orange Juice百事：Pepsi-Cola七喜: 7—Up美年达：Mirinda Orange番茄酱: Tomato Ketchup / Tomato Sauce辣椒粉: cayenne powder生菜：Lettuce黄瓜：cuke大葱：scallion胡萝卜：carrot青豆：string bean玩具: toy 马克杯：Mug优惠券：Saver ticket纸巾：Paper tower手套：glove吸管: Straw搅拌棒：muddler勺子：scoop奥尔良: Orleans肯德基英语服务菜单Menu经济豪华餐MealRoasted chicken burger combo黄金烤鸡腿堡套餐Mini burger combo田园脆鸡堡餐Extra tasty crispy burger combo劲脆鸡腿堡餐Zinger burger combo香辣鸡腿堡餐Mexican Twister combo墨西哥鸡肉卷餐Dragon Twister combo老北京鸡肉卷餐New Orleans roast wings combo新奥尔良烤翅餐Hot wing combo香辣鸡翅餐Bucket meal外带全家桶快乐儿童餐Kid’s mealA set：Nugget+Mashed Potato+MirindaB set：Original Recipe+FrenchFries+MirindaC set：Mini Burger+French Fries+Mirinda鸡类产品Chicken ProductsOriginal Recipe吮指原味鸡Hot Wings香辣鸡翅New Orleans roast wings新奥尔良烤翅Zinger burger香辣鸡腿堡Extra tasty crispy劲脆鸡腿堡Mini Burger田园脆鸡堡Mexican Twister墨西哥鸡肉卷Dragon Twister老北京鸡肉卷Popcorn Chicken劲爆鸡米花Nuggets上校鸡块Roasted chicken burger黄金烤鸡腿堡早餐BreakfastEgg & Pork Congee皮蛋瘦肉粥Chicken & Mushroom Congee香菇鸡肉粥Seafood & Egg Congee海鲜蛋花粥Egg & Pork Floss Twister鸡蛋肉松卷Egg ＆ Pork Sausage Twister鸡蛋猪柳卷早餐优惠组合Braekfast ComboCheese ＆ Egg Burger Combo芝士蛋堡餐Mini burger combo田园脆鸡堡餐Mini burger with Egg combo田园脆鸡堡加蛋Pork ＆ Egg Burger combo猪柳蛋堡餐Congee & Potato Stix Combo花式粥餐Egg & Pork Floss Twister Combo鸡蛋肉松卷餐Egg & Pork Sausage Twister Combo 鸡蛋猪柳卷餐早餐饮料及配餐Drinks & Side Items Orange Juice都乐鲜橙汁Fresh Milk/ Hot Milk鲜牛奶/热牛奶Milk Tea奶茶Potato Stix香脆薯棒French Fries薯条Mashed Potato土豆泥Corn on the cob香甜粟米棒Egg & Vegetable Soup芙蓉鲜蔬汤Dinner Roll胡萝卜餐包Corn Salad玉米沙拉Seasonal Vegetable四季鲜蔬Dessert甜点Ice Cream Cone脆皮甜筒Chocolate/Blueberry巧克力/蓝莓Sundae圣代Chocolate/Strawberry巧克力/草莓Egg Tart葡式蛋挞Drinks饮料Pepsi Cola百事可乐Seven-up七喜Mirinda美年达Ice Tea雀巢冰爽茶Ice Tang雀巢橙CCoffee咖啡Tea红茶Milo美禄Tang橙汁Milk牛奶Nine Lives Juice九珍果汁Good Balance Tea清衡茶调味品和日常用品Condiments & Common Restaurant ItemsKetchup番茄酱Coffee mate奶精Sugar糖Sweet & Sour Sauce糖醋酱Sweet Chili Sauce甜辣酱Napkin/Tissue餐巾纸Stirrer搅拌棒Straw吸管Toothpick牙签Spoon勺子Tray托盘Cup杯子虽然麦当劳、肯德基这类快餐店在国内外都受到不同程度的质疑，但就餐时间拥挤的人群还是充分说明了人们对他们的依赖。
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Full-service Restaurants - Hong Kong, ChinaEuromonitor International : Country Sector BriefingSeptember 2010List of Contents and TablesHeadlines (1)Trends (1)Competitive Landscape (1)Prospects (2)Category Data (3)Table 1FSR by Subsector: Units/Outlets 2004-2009 (3)Table 2FSR by Subsector: Number of Transactions 2004-2009 (4)Table 3FSR by Subsector: Foodservice Value 2004-2009 (5)Table 4FSR by Subsector: % Units/Outlets Growth 2004-2009 (6)Table 5FSR by Subsector: % Transaction Growth 2004-2009 (6)Table 6FSR by Subsector: % Foodservice Value Growth 2004-2009 (7)Table 7Global Brand Owner Shares of Chained FSR 2005-2009 (8)Table 8Brand Shares of Chained FSR 2006-2009 (8)Table 9Forecast Sales in FSR by Subsector: Units/Outlets 2009-2014 (9)Table 10Forecast Sales in FSR by Subsector: Number of Transactions 2009-2014 (10)Table 11Forecast Sales in FSR by Subsector: Foodservice Value 2009-2014 (11)Table 12Forecast Sales in FSR by Subsector: % Units/Outlets Growth 2009-2014 (12)Table 13Forecast Sales in FSR by Subsector: % Transaction Growth 2009-2014 (12)Table 14Forecast Sales in FSR by Subsector: % Foodservice Value Growth 2009-2014 (13)FULL-SERVICE RESTAURANTS IN HONG KONG, CHINAHEADLINES•FSR stands at HK$59.8 billion with a 7% current value terms decline in 2009•Number of outlets decreases by 112 to 8,560•Customers trade down from FSR to cheaper alternatives after reduced consumer spending•European full-service restaurants record greatest value decline of 16% in 2009•Pizza Hut HK Ltd remains sales leader with 3% value share•FSR expected to post constant value CAGR of just over 1% over forecast periodTRENDS•The growth of FSR was dealt a blow in 2009 as the impact of the global economic downturn was felt by the country. The majority of full-service restaurants had difficulties retaining customers given that many of them had traded down to fast food outlets and street stalls/kiosks after reducing their discretionaryspending. As a result, FSR experienced a sharp drop in demand in 2009.•FSR was severely hit by the economic downturn to record a 7% current value terms decline in 2009 having experienced high value growth of 10% in 2008. Consumers cut down on food expenses and traded down to cheaper alternatives such as fast food and street stalls/kiosks. This resulted in all FSR sub-categoriesregistering declines in all three measures of outlets, transactions and value.•European full-service restaurants and North American full-service restaurants were the most affected sub-categories with 16% and 11% current value terms declines respectively in 2009. Given that European and North American cuisines are relatively new in Hong Kong, these full-service restaurants were the first to be dropped by consumers as they reduced their discretionary spending.•Casual dining full-service restaurants in Hong Kong typically offer food in the low- to mid-price range, and its casual and friendly ambience is conducive for younger consumers and families to gather for a meal.Casual dining has been popular among consumers in Hong Kong with annual value growth of over 10% over 2004-2008, but trading down to cheaper alternatives caused by the economic recession resulted in the value decline of 3% for casual dining FSR in 2009.•Asian full-service restaurants are the most popular restaurant type in Hong Kong and accounted for close to 80% of total FSR value in 2009. Within Asian full-service restaurants, Japanese restaurants represent the main driver of value sales. Japanese cuisine has had its influence on the food culture of Hong Kong since the 1970s, and food products such as sushi and sashimi are widely adored by Hong Kong consumers and are especially popular among the younger generation.•Independent players dominate FSR with an 85% value share in 2009. There are many independent full-service restaurants in Hong Kong, especially themed restaurants. Unlike fast food, there is no need for aggressive marketing and advertising for full-service restaurants, which require a large amount of funds.Thus, independent foodservice operators have prospered in FSR over the years.•Customers patronise full-service restaurants for the ambience and table service provided, which explains why eat-in accounted for 93% of value sales while takeaway accounted for a mere 7% in 2009. Foodexpenditure continues to outperform drink expenditure with a 77% value share in 2009. This is due to the majority of value sales being generated by food, and the focus of full-service restaurants being placed on food rather than drinks.COMPETITIVE LANDSCAPE•The competitive landscape comprises many chained and independent players, with Pizza Hut HK Ltd remaining the sales leader with a 3% value share in 2009. With pizza full-service restaurants being the least affected sub-category in 2009, the dominant and sole player, Pizza Hut HK Ltd, was able to salvage sales by providing a wide range of services. The company offers telephone and online ordering and provides delivery and dine-in services to cater to the needs of different consumers such as busy workingprofessionals and students.•Hsin Kuang Restaurants Holdings Ltd witnessed the greatest decrease in value sales in 2009. The company owns Hsin Kuang Banquet and Paramount Banquet, which mainly offer banquet services for specialoccasions such as weddings and birthday celebrations. Banquet-style restaurants were badly affected by the economic downturn, as customers are less inclined to hold celebrations and tend to choose cheaper set meals given their strained finances. As a result, Hsin Kuang Restaurants Holdings Ltd saw a considerable decline in value sales of its banquet-style restaurants in 2009.•Pizza Hut HK Ltd is the leading casual dining brand with a 5% value share in 2009. Pizza Hut is popular among students and young adults due to the affordability and fresh and high-quality ingredients used in its pizzas.•Chained players have chosen to expand mainly through company-owned stores. An example is Ajisen (China) Holdings Ltd, which was the fifth-largest chained player in terms of value share in 2009. The company launched a high-end restaurant brand named Wakayama in January 2010 which aims to become a leading brand in Japanese-style dining.•The latest ad campaign was “Italian-Japanese Fusion Pizza” by Pizza Hut HK Ltd, which featured the rock band Soler, with one acting as an Italian chef and the other as a Japanese chef. The twin brothers brought out the essence of fusion cuisine in Hong Kong as the country is influenced by many cultures given its past as a British colony and long history as an international city of commerce.•More themed full-service restaurants are opened to leverage on the upward trend towards casual dining in Hong Kong. Busy Suzie and The French Window are two themed restaurants designed by French designers to portray the traditional Robatayaki (traditional Japanese concept of grilling in front of the customer) and the French chateau concept respectively. These restaurants have a relaxed and sophisticated ambience that creates a unique dining experience for customers.•Domestic outlets outperformed multinationals with the first five leading players in terms of outlets being domestic players in 2009. International player Universal Catering, which operates the Genryoku Sushi is, however, second to domestic player Pizza Hut HK Ltd in terms of value share given the high demand for Japanese cuisine in Hong Kong.•Outback Steakhouse Inc organised a charity dinner as part of the company’s advertising in early 2010. The charity dinner was hosted with Montrose Fine Wines at the Wanchai outlet with an attendance of around 100 guests. The menu for the evening was especially designed and prepared by Executive Chef Efrem Cutler. All proceeds from the dinner were donated to the children’s literacy charity, Room To Read. PROSPECTS•FSR is predicted to slowly bounce back from the sharp decline experienced in 2009. As the country makes its recovery from the economic downturn, a gradual shift towards full-service restaurants is expected to occur over the forecast period after consumers traded down to cheaper alternatives in 2009.•Low- to mid-priced full-service restaurants are forecast to drive value sales for FSR in the near future. With consumers becoming more price sensitive, these restaurants, such as Lot 10 and SiChuan Da Ping Huo, located in Hong Kong Central, are expected to constantly introduce promotional menu items and set meals at prices that could match those of fast food outlets, to lure customers into patronising full-servicerestaurants again.•Value growth is expected to rise over the forecast period as consumer spending increases. The rise is expected to be obvious only after 2010 as the economy sees stabilisation in its recovery from the global economic downturn.• A potential threat to growth is the price sensitivity of consumers. As the economy gradually recovers from the recession, consumer price sensitivity is expected to continue into the near future. Should the price sensitivity persist in the long run FSR will face a potential threat to growth.•Pizza full-service restaurants are predicted to be the better performer in FSR. Pizza has been in high demand since the first Pizza Hut restaurant opened in Hong Kong in 1981. Pizza Hut selects and purchases fresh ingredients from all over the world to provide the best dining experience. As a result, customers retain faith in the company to provide the freshest and hottest pizzas of the highest quality.•Leading players might look to enter high-end commercial areas and high-class hotels to bring up revenues and gain value share. Given the anticipated rise in consumer spending and the increasing popularity of full-service restaurants at lodging establishments such as hotels, this move has been undertaken by Ajisen(China) Holdings Ltd, which launched the Wakayama brand in early 2010, and other chain players might look to adopt a similar strategy.•Pricing is expected to increase due to higher operating costs and the rising costs of raw ingredients. Average spend per transaction is thus predicted to be higher over the forecast period except for low- to mid-priced full-service restaurants. As low- to mid-priced restaurants offer more promotional menu items and set values at lower prices, a fall in the average spend per transaction is predicted in the short term. CATEGORY DATATable 1 FSR by Subsector: Units/Outlets 2004-2009outlets2004 2005 2006 2007 2008 2009 Chained Full-Service 276 301 327 340 361 345 RestaurantsIndependent Full- 7,754 7,944 8,086 8,194 8,311 8,215 Service RestaurantsAsian Full-Service 6,415 6,579 6,690 6,747 6,858 6,809 Restaurants- Chained Asian Full- 171 180 190 197 199 192 Service Restaurants- Independent Asian 6,244 6,399 6,500 6,550 6,659 6,617 Full-Service RestaurantsEuropean Full-Service 236 251 260 295 301 273 Restaurants- Chained European Full- 23 31 32 37 39 33 Service Restaurants- Independent European 213 220 228 258 262 240 Full-Service RestaurantsLatin American Full- - - - - - - Service Restaurants- Chained Latin - - - - - - American Full-ServiceRestaurants- Independent Latin - - - - - - American Full-ServiceRestaurantsMiddle Eastern Full- - - - - - - Service Restaurants- Chained Middle - - - - - - Eastern Full-ServiceRestaurants- Independent Middle - - - - - - Eastern Full-ServiceRestaurantsNorth American Full- 388 395 401 408 423 413 Service Restaurants- Chained North 24 26 28 31 44 44 American Full-ServiceRestaurants- Independent North 364 369 373 377 379 369 American Full-ServiceRestaurantsPizza Full-Service 58 64 77 75 79 76 Restaurants- Chained Pizza Full- 58 64 77 75 79 76 Service Restaurants- Independent Pizza - - - - - - Full-Service RestaurantsOther Full-Service 933 956 985 1,009 1,011 989 Restaurants- Chained Other Full- - - - - - - Service Restaurants- Independent Other 933 956 985 1,009 1,011 989 Full-Service RestaurantsCasual Dining Full- 1,438 1,562 1,689 1,841 1,974 1,944 Service RestaurantsFull-Service Restaurants 8,030 8,245 8,413 8,534 8,672 8,560 Source: Official statistics, trade associations, trade press, company research, store checks, trade interviews, Euromonitor International estimatesTable 2 FSR by Subsector: Number of Transactions 2004-2009'000 transactions2004 2005 2006 2007 2008 2009 Chained Full-Service 19,527.7 21,445.6 24,844.8 27,351.1 28,293.4 25,824.4 RestaurantsIndependent Full- 285,079.2 323,498.9 332,279.4 343,576.8 352,210.6 332,492.8 Service RestaurantsAsian Full-Service 211,404.5 249,020.9 256,981.8 263,612.6 268,521.7 254,015.5 Restaurants- Chained Asian Full- 12,242.7 12,854.9 14,911.7 16,701.1 16,617.6 14,706.5 Service Restaurants- Independent Asian 199,161.8 236,166.0 242,070.2 246,911.6 251,904.1 239,308.9 Full-Service RestaurantsEuropean Full-Service 16,648.5 17,622.6 18,417.8 22,109.6 23,104.5 20,269.5 Restaurants- Chained European Full- 999.3 1,503.9 1,654.3 1,993.4 2,083.1 1,770.6 Service Restaurants- Independent European 15,649.3 16,118.8 16,763.5 20,116.2 21,021.4 18,498.9 Full-Service RestaurantsLatin American Full- - - - - - - Service Restaurants- Chained Latin - - - - - - American Full-ServiceRestaurants- Independent Latin - - - - - - American Full-ServiceRestaurantsMiddle Eastern Full- - - - - - - Service Restaurants- Chained Middle - - - - - - Eastern Full-ServiceRestaurants- Independent Middle - - - - - - Eastern Full-ServiceRestaurantsNorth American Full- 27,518.0 28,269.4 29,106.5 29,900.8 30,566.1 27,244.1 Service Restaurants- Chained North 1,832.0 2,172.4 2,357.1 2,616.4 3,008.8 2,993.8 American Full-ServiceRestaurants- Independent North 25,686.0 26,097.0 26,749.4 27,284.4 27,557.2 24,250.4 American Full-ServiceRestaurantsPizza Full-Service 4,453.6 4,914.4 5,921.8 6,040.2 6,583.9 6,353.4Restaurants- Chained Pizza Full- 4,453.6 4,914.4 5,921.8 6,040.2 6,583.9 6,353.4 Service Restaurants- Independent Pizza - - - - - - Full-Service RestaurantsOther Full-Service 44,582.2 45,117.2 46,696.3 49,264.6 51,727.8 50,434.6 Restaurants- Chained Other Full- - - - - - - Service Restaurants- Independent Other 44,582.2 45,117.2 46,696.3 49,264.6 51,727.8 50,434.6 Full-Service RestaurantsCasual Dining Full- 199,119.7 232,901.6 265,766.8 281,712.8 302,841.3 298,298.7 Service RestaurantsFull-Service Restaurants 304,606.9 344,944.5 357,124.2 370,927.8 380,504.0 358,317.2 Source: Official statistics, trade associations, trade press, company research, store checks, trade interviews, Euromonitor International estimatesTable 3 FSR by Subsector: Foodservice Value 2004-2009HK$ million2004 2005 2006 2007 2008 2009 Chained Full-Service 6,787.1 7,546.8 8,208.1 8,707.3 9,630.1 9,170.0 RestaurantsIndependent Full- 41,071.6 43,099.2 44,463.0 49,589.5 54,603.3 50,640.8 Service RestaurantsAsian Full-Service 38,078.3 40,130.9 41,462.4 45,358.5 50,369.7 47,407.4 Restaurants- Chained Asian Full- 4,722.9 5,100.7 5,381.3 5,488.9 5,982.9 5,683.8 Service Restaurants- Independent Asian 33,355.4 35,030.2 36,081.1 39,869.6 44,386.8 41,723.6 Full-Service RestaurantsEuropean Full-Service 2,849.7 3,208.6 3,366.1 4,215.6 4,464.5 3,743.7 Restaurants- Chained European Full- 197.3 291.0 317.2 404.4 424.6 390.6 Service Restaurants- Independent European 2,652.4 2,917.7 3,049.0 3,811.2 4,039.9 3,353.1 Full-Service RestaurantsLatin American Full- - - - - - - Service Restaurants- Chained Latin - - - - - - American Full-ServiceRestaurants- Independent Latin - - - - - - American Full-ServiceRestaurantsMiddle Eastern Full- - - - - - - Service Restaurants- Chained Middle - - - - - - Eastern Full-ServiceRestaurants- Independent Middle - - - - - - Eastern Full-ServiceRestaurantsNorth American Full- 3,090.0 3,266.4 3,413.5 3,682.1 3,907.8 3,477.7 Service Restaurants- Chained North 714.9 817.1 890.7 1,033.2 1,219.1 1,192.3 American Full-ServiceRestaurants- Independent North 2,375.1 2,449.3 2,522.8 2,648.9 2,688.7 2,285.4 American Full-ServiceRestaurantsPizza Full-Service 1,152.0 1,338.0 1,619.0 1,780.9 2,003.5 1,903.3 Restaurants- Chained Pizza Full- 1,152.0 1,338.0 1,619.0 1,780.9 2,003.5 1,903.3 Service Restaurants- Independent Pizza - - - - - - Full-Service RestaurantsOther Full-Service 2,688.6 2,702.1 2,810.2 3,259.8 3,488.0 3,278.7 Restaurants- Chained Other Full- - - - - - - Service Restaurants- Independent Other 2,688.6 2,702.1 2,810.2 3,259.8 3,488.0 3,278.7 Full-Service RestaurantsCasual Dining Full- 27,313.7 31,055.6 34,893.5 38,382.9 42,413.0 41,140.7 Service RestaurantsFull-Service Restaurants 47,858.7 50,646.0 52,671.0 58,296.8 64,233.4 59,810.8 Source: Official statistics, trade associations, trade press, company research, store checks, trade interviews, Euromonitor International estimatesTable 4 FSR by Subsector: % Units/Outlets Growth 2004-2009% Units/Outlets growth2008/09 2004-09 CAGR 2004/09 TOTAL Chained Full-Service Restaurants -4.4 4.6 25.0 Independent Full-Service Restaurants -1.2 1.2 5.9 Asian Full-Service Restaurants -0.7 1.2 6.1 - Chained Asian Full-Service Restaurants -3.5 2.3 12.3 - Independent Asian Full-Service -0.6 1.2 6.0 RestaurantsEuropean Full-Service Restaurants -9.3 3.0 15.7 - Chained European Full-Service -15.4 7.5 43.5 Restaurants- Independent European Full-Service -8.4 2.4 12.7 RestaurantsLatin American Full-Service Restaurants - - - - Chained Latin American Full-Service - - - Restaurants- Independent Latin American Full- - - - Service RestaurantsMiddle Eastern Full-Service Restaurants - - - - Chained Middle Eastern Full-Service - - - Restaurants- Independent Middle Eastern Full- - - - Service RestaurantsNorth American Full-Service Restaurants -2.4 1.3 6.4 - Chained North American Full-Service 0.0 12.9 83.3 Restaurants- Independent North American Full- -2.6 0.3 1.4 Service RestaurantsPizza Full-Service Restaurants -3.8 5.6 31.0 - Chained Pizza Full-Service Restaurants -3.8 5.6 31.0 - Independent Pizza Full-Service - - - RestaurantsOther Full-Service Restaurants -2.2 1.2 6.0 - Chained Other Full-Service Restaurants - - - - Independent Other Full-Service -2.2 1.2 6.0 RestaurantsCasual Dining Full-Service Restaurants -1.5 6.2 35.2 Full-Service Restaurants -1.3 1.3 6.6 Source: Official statistics, trade associations, trade press, company research, store checks, trade interviews, Euromonitor International estimatesTable 5 FSR by Subsector: % Transaction Growth 2004-2009% transaction growth2008/09 2004-09 CAGR 2004/09 TOTAL Chained Full-Service Restaurants -8.7 5.7 32.2 Independent Full-Service Restaurants -5.6 3.1 16.6 Asian Full-Service Restaurants -5.4 3.7 20.2 - Chained Asian Full-Service Restaurants -11.5 3.7 20.1 - Independent Asian Full-Service -5.0 3.7 20.2 RestaurantsEuropean Full-Service Restaurants -12.3 4.0 21.7 - Chained European Full-Service -15.0 12.1 77.2 Restaurants- Independent European Full-Service -12.0 3.4 18.2 RestaurantsLatin American Full-Service Restaurants - - - - Chained Latin American Full-Service - - - Restaurants- Independent Latin American Full- - - - Service RestaurantsMiddle Eastern Full-Service Restaurants - - - - Chained Middle Eastern Full-Service - - - Restaurants- Independent Middle Eastern Full- - - - Service RestaurantsNorth American Full-Service Restaurants -10.9 -0.2 -1.0 - Chained North American Full-Service -0.5 10.3 63.4 Restaurants- Independent North American Full- -12.0 -1.1 -5.6 Service RestaurantsPizza Full-Service Restaurants -3.5 7.4 42.7 - Chained Pizza Full-Service Restaurants -3.5 7.4 42.7 - Independent Pizza Full-Service - - - RestaurantsOther Full-Service Restaurants -2.5 2.5 13.1 - Chained Other Full-Service Restaurants - - - - Independent Other Full-Service -2.5 2.5 13.1 RestaurantsCasual Dining Full-Service Restaurants -1.5 8.4 49.8 Full-Service Restaurants -5.8 3.3 17.6 Source: Official statistics, trade associations, trade press, company research, store checks, trade interviews, Euromonitor International estimatesTable 6 FSR by Subsector: % Foodservice Value Growth 2004-2009% value growth2008/09 2004-09 CAGR 2004/09 TOTAL Chained Full-Service Restaurants -4.8 6.2 35.1 Independent Full-Service Restaurants -7.3 4.3 23.3 Asian Full-Service Restaurants -5.9 4.5 24.5 - Chained Asian Full-Service Restaurants -5.0 3.8 20.3 - Independent Asian Full-Service -6.0 4.6 25.1 RestaurantsEuropean Full-Service Restaurants -16.1 5.6 31.4 - Chained European Full-Service -8.0 14.6 98.0 Restaurants- Independent European Full-Service -17.0 4.8 26.4 RestaurantsLatin American Full-Service Restaurants - - - - Chained Latin American Full-Service - - - Restaurants- Independent Latin American Full- - - - Service RestaurantsMiddle Eastern Full-Service Restaurants - - -- Chained Middle Eastern Full-Service - - - Restaurants- Independent Middle Eastern Full- - - - Service RestaurantsNorth American Full-Service Restaurants -11.0 2.4 12.5 - Chained North American Full-Service -2.2 10.8 66.8 Restaurants- Independent North American Full- -15.0 -0.8 -3.8 Service RestaurantsPizza Full-Service Restaurants -5.0 10.6 65.2 - Chained Pizza Full-Service Restaurants -5.0 10.6 65.2 - Independent Pizza Full-Service - - - RestaurantsOther Full-Service Restaurants -6.0 4.0 21.9 - Chained Other Full-Service Restaurants - - - - Independent Other Full-Service -6.0 4.0 21.9 RestaurantsCasual Dining Full-Service Restaurants -3.0 8.5 50.6 Full-Service Restaurants -6.9 4.6 25.0 Source: Official statistics, trade associations, trade press, company research, store checks, trade interviews, Euromonitor International estimatesTable 7 Global Brand Owner Shares of Chained FSR 2005-2009% valueCompany 2005 2006 2007 2008 2009 Yum! Brands Inc 17.7 19.7 20.5 20.8 20.8 Universal Catering 6.7 6.6 7.2 4.8 4.6 Ho Choi Group 2.4 2.5 3.6 3.3 3.7 Dairy Farm 3.3 3.3 2.9 2.9 3.1 International HoldingsLtdCafé de Coral Holdings 3.3 3.0 3.1 3.0 2.9 LtdShigemitsu Industry Co - 1.5 2.6 3.0 2.6 LtdOSI Restaurant Partners - 1.6 1.6 2.1 2.1 IncGrands Moulins de Paris 0.9 1.2 1.6 1.5 1.4 SA (GMP)Hsin Kuang Restaurants 2.0 2.0 2.7 2.5 1.0 Holdings LtdOcean Empire 1.2 1.2 1.0 1.0 0.9 International LtdKampery Group 1.2 1.2 1.0 0.7 0.6 Outback Steakhouse Inc 1.4 - - - - Tricon Global - - - - - Restaurants IncOthers 59.8 56.0 52.1 54.6 56.2 Total 100.0 100.0 100.0 100.0 100.0 Source: Trade associations, trade press, company research, trade interviews, Euromonitor International estimates Table 8 Brand Shares of Chained FSR 2006-2009% valueBrand Global Brand Owner 2006 2007 2008 2009 Pizza Hut Pizza Hut HK Ltd 19.7 20.5 20.8 20.8 Genryoku Sushi Universal Catering 6.6 7.2 4.8 4.6 Ho Choi Seafood Ho Choi Group 2.5 3.6 3.3 3.7 RestaurantSpaghetti House, The Café de Coral Holdings Ltd 2.6 3.0 2.9 2.8 Ajisen Ramen Ajisen (China) Holdings 1.5 2.6 3.0 2.6LtdOutback Steakhouse Outback Steakhouse Inc 1.6 1.6 2.1 2.1 Maxim's Maxim's Caterers Ltd 1.4 2.2 2.2 2.1 Bistro Délifrance Délifrance (HK) Ltd 1.2 1.6 1.5 1.4 Hsin Kuang Hsin Kuang Restaurants 2.0 2.7 2.5 1.0Holdings LtdPeking Garden Maxim's Caterers Ltd 1.9 0.8 0.7 0.9 RestaurantOcean Empire Ocean Empire 1.2 1.0 1.0 0.9International LtdDai Pai Dong Kampery Group 1.2 1.0 0.7 0.6 Ah Yee Leng Tong Café de Coral Holdings Ltd 0.4 0.1 0.1 0.1 Others 56.0 52.1 54.6 56.2 Total 100.0 100.0 100.0 100.0 Source: Trade associations, trade press, company research, trade interviews, Euromonitor International estimates Table 9 Forecast Sales in FSR by Subsector: Units/Outlets 2009-2014outlets2009 2010 2011 2012 2013 2014 Chained Full-Service 345 349 358 363 370 374 RestaurantsIndependent Full- 8,215 8,184 8,185 8,197 8,218 8,242 Service RestaurantsAsian Full-Service 6,809 6,793 6,792 6,796 6,807 6,817 Restaurants- Chained Asian Full- 192 194 198 199 203 204 Service Restaurants- Independent Asian 6,617 6,599 6,594 6,597 6,604 6,613 Full-Service RestaurantsEuropean Full-Service 273 279 283 286 291 297 Restaurants- Chained European Full- 33 34 35 37 38 39 Service Restaurants- Independent European 240 245 248 249 253 258 Full-Service RestaurantsLatin American Full- - - - - - - Service Restaurants- Chained Latin - - - - - - American Full-ServiceRestaurants- Independent Latin - - - - - - American Full-ServiceRestaurantsMiddle Eastern Full- - - - - - - Service Restaurants- Chained Middle - - - - - - Eastern Full-ServiceRestaurants- Independent Middle - - - - - - Eastern Full-ServiceRestaurantsNorth American Full- 413 406 409 411 414 416 Service Restaurants- Chained North 44 45 47 48 49 50 American Full-ServiceRestaurants- Independent North 369 361 362 363 365 366 American Full-ServiceRestaurantsPizza Full-Service 76 76 78 79 80 81Restaurants- Chained Pizza Full- 76 76 78 79 80 81 Service Restaurants- Independent Pizza - - - - - - Full-Service RestaurantsOther Full-Service 989 979 981 988 996 1,005 Restaurants- Chained Other Full- - - - - - - Service Restaurants- Independent Other 989 979 981 988 996 1,005 Full-Service RestaurantsCasual Dining Full- 1,944 1,925 1,937 1,951 1,969 1,989 Service RestaurantsFull-Service Restaurants 8,560 8,533 8,543 8,560 8,588 8,616 Source: Official statistics, trade associations, trade press, company research, trade interviews, Euromonitor International estimatesTable 10 Forecast Sales in FSR by Subsector: Number of Transactions 2009-2014'000 transactions2009 2010 2011 2012 2013 2014 Chained Full-Service 25,824.4 26,394.0 27,127.6 28,065.2 29,125.3 30,349.8 RestaurantsIndependent Full- 332,492.8 329,339.7 329,058.7 331,562.4 335,198.6 339,767.4 Service RestaurantsAsian Full-Service 254,015.5 251,916.5 251,061.9 252,700.5 255,148.5 258,190.2 Restaurants- Chained Asian Full- 14,706.5 15,000.7 15,330.7 15,790.6 16,343.3 16,997.0 Service Restaurants- Independent Asian 239,308.9 236,915.8 235,731.2 236,909.9 238,805.2 241,193.2 Full-Service RestaurantsEuropean Full-Service 20,269.5 20,728.0 21,245.4 21,825.9 22,402.7 23,085.6 Restaurants- Chained European Full- 1,770.6 1,859.2 1,961.4 2,079.1 2,162.3 2,238.0 Service Restaurants- Independent European 18,498.9 18,868.8 19,284.0 19,746.8 20,240.4 20,847.7 Full-Service RestaurantsLatin American Full- - - - - - - Service Restaurants- Chained Latin - - - - - - American Full-ServiceRestaurants- Independent Latin - - - - - - American Full-ServiceRestaurantsMiddle Eastern Full- - - - - - - Service Restaurants- Chained Middle - - - - - - Eastern Full-ServiceRestaurants- Independent Middle - - - - - - Eastern Full-ServiceRestaurantsNorth American Full- 27,244.1 27,182.8 27,530.9 28,022.9 28,665.6 29,392.4 Service Restaurants- Chained North 2,993.8 3,053.7 3,160.5 3,287.0 3,434.9 3,606.6 American Full-ServiceRestaurants- Independent North 24,250.4 24,129.1 24,370.4 24,736.0 25,230.7 25,785.7 American Full-ServiceRestaurantsPizza Full-Service 6,353.4 6,480.5 6,674.9 6,908.5 7,184.9 7,508.2 Restaurants- Chained Pizza Full- 6,353.4 6,480.5 6,674.9 6,908.5 7,184.9 7,508.2 Service Restaurants- Independent Pizza - - - - - - Full-Service RestaurantsOther Full-Service 50,434.6 49,425.9 49,673.1 50,169.8 50,922.3 51,940.8 Restaurants- Chained Other Full- - - - - - - Service Restaurants- Independent Other 50,434.6 49,425.9 49,673.1 50,169.8 50,922.3 51,940.8 Full-Service RestaurantsCasual Dining Full- 298,298.7 295,315.7 299,745.4 308,737.8 321,087.3 338,747.1 Service RestaurantsFull-Service Restaurants 358,317.2 355,733.7 356,186.2 359,627.6 364,323.9 370,117.2 Source: Official statistics, trade associations, trade press, company research, trade interviews, Euromonitor International estimatesTable 11 Forecast Sales in FSR by Subsector: Foodservice Value 2009-2014HK$ million2009 2010 2011 2012 2013 2014 Chained Full-Service 9,170.0 9,411.3 9,707.3 10,094.1 10,533.4 11,039.8 RestaurantsIndependent Full- 50,640.8 50,369.8 50,725.4 51,327.9 52,050.9 52,901.6 Service RestaurantsAsian Full-Service 47,407.4 47,323.8 47,676.6 48,302.2 49,054.4 49,939.8 Restaurants- Chained Asian Full- 5,683.8 5,808.8 5,954.0 6,162.4 6,408.9 6,697.3 Service Restaurants- Independent Asian 41,723.6 41,515.0 41,722.6 42,139.8 42,645.5 43,242.5 Full-Service RestaurantsEuropean Full-Service 3,743.7 3,840.9 3,950.1 4,074.4 4,198.9 4,332.3 Restaurants- Chained European Full- 390.6 414.1 441.0 474.0 497.8 520.2 Service Restaurants- Independent European 3,353.1 3,426.9 3,509.1 3,600.3 3,701.1 3,812.2 Full-Service RestaurantsLatin American Full- - - - - - - Service Restaurants- Chained Latin - - - - - - American Full-ServiceRestaurants- Independent Latin - - - - - - American Full-ServiceRestaurantsMiddle Eastern Full- - - - - - - Service Restaurants- Chained Middle - - - - - - Eastern Full-ServiceRestaurants- Independent Middle - - - - - - Eastern Full-ServiceRestaurantsNorth American Full- 3,477.7 3,524.9 3,614.6 3,725.4 3,851.8 3,997.9 Service Restaurants- Chained North 1,192.3 1,228.1 1,283.4 1,347.5 1,421.6 1,506.9 American Full-ServiceRestaurants- Independent North 2,285.4 2,296.8 2,331.2 2,377.9 2,430.2 2,490.9 American Full-ServiceRestaurantsPizza Full-Service 1,903.3 1,960.4 2,029.0 2,110.2 2,205.1 2,315.4 Restaurants- Chained Pizza Full- 1,903.3 1,960.4 2,029.0 2,110.2 2,205.1 2,315.4。