HOW TO RECEIVE A RESERVATION?

OBJECTIVE

Expect the service team to take the reservation in a friendly manner, that the details are taken correctly and to ensure I am thanked for my reservation.

POLICY

To maximize the guest satisfaction.

To ensure the guest is not disappointed upon arrival because details are not correct.

To ensure the restaurant operation can handle the guest volume/business for that meal period so every guest will have a great experience.

PROCEDURE

Pick up the telephone

Answer the telephone within three(3) rings

Greeting the guest

With a friendly and smiling voice, say “Good Morning/Afternoon/Evening, Welcome to (outlet name), XXXX speaking, how may I help you?”

Take a reservation

Take down all the relevant information in a courteous manner and be sure it is entered into the correct areas.

Reservation name.

Number of guests.

Date & time.

Special request (occasion)

Contact telephone number

Repeat the reservation to the guest

Say “May I repeat your reservation Mr./Mrs./Ms. XXXX ?” (Repeat all the information).

Thank the guest (by name) for calling and wish them a pleasant day.