Hospitality & Communication
餐飲服務華語能力培訓課程
Chinese Language Training Program for Food Service Professionals
課程目標 Course Objective
培養外籍餐飲從業人員於餐廳、咖啡廳及相關服務場所所需之華語溝通能力，涵蓋迎賓接待、點餐服務、餐飲介紹、客訴處理、外送服務及跨文化溝通等實務技能，以提升服務品質與職場競爭力。
To develop the Chinese communication skills required for foreign food service professionals. The course covers guest reception, order-taking, menu presentation, complaint handling, and delivery services.
| 週次 Week |
主題 Topic |
學習任務 Learning Task |
|---|---|---|
| 01 | 餐飲華語入門 Introduction to Food Service Chinese |
基本招呼與自我介紹 Basic Greetings and Self-Introduction |
| 02 | 餐廳工作角色 Restaurant Job Roles |
職務介紹與模擬面試 Job Introduction and Mock Interview |
| 03 | 帶位與迎賓 Seating and Greeting Guests |
帶位對話 Guest Seating Conversations |
| 04 | 菜單介紹 Introducing the Menu |
描述餐點內容 Describing Menu Items |
| 05 | 點餐服務（一） Taking Orders (I) |
顧客點餐應對 Handling Customer Orders |
| 06 | 點餐服務（二） Taking Orders (II) |
顧客點餐應對 Handling Customer Orders |
| 07 | 飲料與加點 Beverage Service and Upselling |
推薦與加點技巧 Recommendation and Upselling Skills |
| 08 | 特殊需求處理 Handling Special Requests |
過敏與素食需求處理 Managing Allergy and Vegetarian Requests |
| 09 | 餐中服務 Table Service |
加水與顧客關懷 Refilling Drinks and Customer Care |
| 10 | 結帳與付款 Billing and Payment |
結帳對話 Payment Conversations |
| 11 | 客訴處理 Customer Complaint Management |
抱怨應對技巧 Responding to Customer Complaints |
| 12 | 外帶與外送 Takeout and Delivery Services |
電話及平台訂單應對 Handling Phone and Online Orders |
| 13 | 台灣飲食文化 Taiwanese Food Culture |
飲食文化介紹 Introducing Taiwanese Food Culture |
| 14 | 服務禮儀與溝通 Service Etiquette and Communication |
禮貌表達技巧 Polite Expressions and Communication Skills |
| 15 | 期末評量 Final Assessment |
餐廳情境整合演出 Integrated Restaurant Service Performance |
Week 01-04
基礎接待與菜單介紹 (Greetings & Menu)
Week 05-10
進階點餐與餐中服務 (Ordering & Service)
Week 11-15
危機處理與文化整合 (Management & Final)