makingarestaurantreservation.ppt

7/27/2019 MakingaRestaurantReservation.ppt

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OBJECTIVESBy the end of this session you will learn;

The basic steps on how to make a reservationWhat not to say on the phone when making a

reservation

Phone mannerism which is used and recognized

InternationallyPhonetic Alphabet


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BASIC STEPS FOR A RESERVATIONNAME

NUMBER OF GUESTS

DATE

TIME

SPECIAL OCCASION e.g. BIRTHDAY

SPECIAL REQUIRMENTS

CONTACT NUMBER


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SPECIAL REQUIREMENTSTable by the window

Table of 10

Highchair

Allergies e.g Garlic

Bottle of Champagne on arrival

Wheelchair access

Birthday CakeAnniversary Cake

Personalized Menu

Private Room


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ACTIVITY In Pairs you are to read your handouts practicing

conversations between restaurant manager and a guestmaking a restaurant reservation/booking

With your same partner you will need to design areservation template using the basic steps for restaurantbookings e.g

NAME Mr. and Mrs. Patterson


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HANDLING RESERVATIONS OVER

THE PHONEWhen receiving calls it is not the correct phone manner nor is itprofessional to mention any of the following;

HelloWho is it?

Who?What?Hang on / hold on.What do you want?Hes busy

Speak up. I cant hear you Ill tell him.Whats your problem? Ill try and transfer you. Im very sorry but I cant help you.


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On the telephone what would you

say instead of?Hello

Good morning, thank you for calling

Bread of Life, This is How may I assist you

Who is it?

May I have your name please


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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 pleaseOne second please

Just a moment please


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What do you want

Is there anything I can do for youMay I help you in any way

How may I help you

Hes 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.


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Speak up I cant hear you

Would you please repeat I cant Hear you,

the line is bad can you call me back

Ill tell him

Ill will leave the message, thank you for calling


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PHRASES TO USE WHEN

ANSWERING CALLS

OUTSIDE CALL

, Thank you for calling Life Resort, thisis How may I assist you?

INTERNAL CALL

,

How may I assist you.


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BEFORE CONNECTING THE CALLS

ALWAYS ACKNOWLEDGE

SAY:Please allow me to connect your call

THANK YOU

HOLD ON PLEASE

ONE SECOND PLEASE

JUST A MOMENT PLEASE


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IF EXTENSION DOES NOT

ANSWER

I AM SORRY THERE IS NO ANSWER

DO YOU WISH TO LEAVE A MESSAGE

I AM SORRY NO REPLY


I AM SORRY, NOBODY IS ANSWERING



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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


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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 withoutpermission

You should not transfer calls to mobile phones withoutpermission

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


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Using Guest NameObtain Guests name

Check Spelling using phonetic alphabet

Use Guests name three times duringconversation


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Phonetic AlphabetLetter Word Pronunciation

A ALFA AL FAH

B BRAVO BRAH VOH

C CHARLIE CHAR LEE (or) SHAR LEE

D DELTA DELL TAH

E ECHO ECK OH

F FOXTROT FOKS TROT

G GOLF GOLF

H HOTEL HOH TELL

I INDIA IN DEE AH

J JULIETT JEW LEE ETT

K KILO KEY LOW

L LIMA LEE MAH

M MIKE MIKE

N NOVEMBER NO VEM BER


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Letter Word Pronunciation

O OSCAR OSS CAHP PAPA PAH PAHQ QUEBEC KEH BECKR ROMEO ROW ME OHS SUGAR SHU GAT TANGO TANG GOU UNIFORM YOU NEE FORM

(or) OO NEE FORM

V VICTOR VIK TAHW WHISKEY WISS KEYX XRAY ECKS RAYY YANKEE YANG KEYZ ZULU ZOO LOO


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EXAMPLESMRS 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


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Recording Data

Guests 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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makingarestaurantreservation.ppt

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