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

    DO YOU WISH TO LEAVE A MESSAGE

    I AM SORRY, NOBODY IS ANSWERING

    DO YOU WISH TO LEAVE A MESSAGE

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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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