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MAKING A RESTAURANT RESVERATION

MAKING A RESTAURANT RESVERATION. OBJECTIVES…. By the end of this session you will learn; The basic steps on how to make a reservation What not to say on the phone when making a reservation Phone mannerism which is used and recognized Internationally Phonetic Alphabet .

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MAKING A RESTAURANT RESVERATION

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  1. MAKING A RESTAURANT RESVERATION

  2. OBJECTIVES… By the end of this session you will learn; • The basic steps on how to make a reservation • What not to say on the phone when making a reservation • Phone mannerism which is used and recognized Internationally • Phonetic Alphabet

  3. BASIC STEPS FOR A RESERVATION • NAME • NUMBER OF GUESTS • DATE • TIME • SPECIAL OCCASION e.g. BIRTHDAY • SPECIAL REQUIRMENTS • CONTACT NUMBER

  4. SPECIAL REQUIREMENTS… • Table by the window • Table of 10 • Highchair • Allergies e.g Garlic • Bottle of Champagne on arrival • Wheelchair access • Birthday Cake • Anniversary Cake • Personalized Menu • Private Room

  5. ACTIVITY • In Pairs you are to read your handouts practicing conversations between restaurant manager and a guest making a restaurant reservation/booking • With your same partner you will need to design a reservation template using the basic steps for restaurant bookings e.g

  6. HANDLING RESERVATIONS OVER THE PHONE… When receiving calls it is not the correct phone manner nor is it professional to mention any of the following; • Hello • Who is it? • Who? • What? • Hang on / hold on. • What do you want? • He’s busy • Speak up. I can’t hear you • I’ll tell him. • What’s your problem? • I’ll try and transfer you. • I’m very sorry but I can’t help you.

  7. On the telephone what would you say instead of? • Hello • Good morning, thank you for calling Bread of Life, This is <First Name> How may I assist you • Who is it? • May I have your name please

  8. Who? • Who is calling please • Can you repeat your name please • What? • Can you please repeat • Hang on/hold on • Please hold on • One moment please • One second please • Just a moment please

  9. What do you want • Is there anything I can do for you • May I help you in any way • How may I help you • He’s busy • Sorry he is not available at the moment • Would you like to leave any message. • I am sorry he is in a meeting, do you wish to give • your number and we will call you back.

  10. Speak up I can’t hear you • Would you please repeat I can’t Hear you, the line is bad can you call me back • I’ll tell him • I’ll will leave the message, thank you for calling

  11. PHRASES TO USE WHENANSWERING CALLS… OUTSIDE CALL <Greeting>, Thank you for calling Life Resort, this is <Your Name> How may I assist you? INTERNAL CALL <Greeting> <Your Department> <Your Name>, How may I assist you.

  12. BEFORE CONNECTING THE CALLSALWAYS ACKNOWLEDGE… SAY: • “Please allow me to connect your call” • “THANK YOU” • “HOLD ON PLEASE” • “ONE SECOND PLEASE” • “JUST A MOMENT PLEASE”

  13. IF EXTENSION DOES NOTANSWER • I AM SORRY THERE IS NO ANSWER DO YOU WISH TO LEAVE A MESSAGE • I AM SORRY NO REPLY DO YOU WISH TO LEAVE A MESSAGE • I AM SORRY, NOBODY IS ANSWERING DO YOU WISH TO LEAVE A MESSAGE

  14. IF EXTENSION IS BUSY… • I AM SORRY THE LINE IS BUSY DO YOU WISH TO WAIT • THE LINE IS BUSY, WOULD YOU LIKE TO LEAVE A MESSAGE OR WOULD YOU LIKE TO TRY AGAIN LATER. • I AM SORRY THE LINE IS BUSY RIGHT NOW, MAY I TAKE A MESSAGE OR WOULD YOU LIKE TO TRY AGAIN

  15. CORRECT PHONE MANNER… • You should answer the telephone within 3 rings • You should not keep the call on hold for more than 30 seconds • You must inform all callers of action being taken (holding, transferring, etc.) • keep the background noise-free • You should not disclose mobile phone numbers without permission • You should not transfer calls to mobile phones without permission • We will answer calls with "time of the day, department, • “This is name, how may I assist you?" and end with • "Thank you for calling" • Always smile, use positive expressions and speak in a clear, polite and friendly manner

  16. Using Guest Name… • Obtain Guests name • Check Spelling – using phonetic alphabet • Use Guests name three times during conversation

  17. Phonetic Alphabet…

  18. EXAMPLES… MRS DONNAVAN D-O-N-N-A-V-A-N Delta, Oscar, November, November, Alfa, Victor, Alfa, November Victor, India, Echo, Tango, November, Alfa, Mike VIETNAM ACTIVITY

  19. Recording Data… • Guest’s First Name & Last name • Telephone Number/ Room number • Date of Reservation • Number of people dining • Time of reservation • Smoking/ Non smoking • Special Requests e.g Window Table , birthday cake

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