HOW TO CHECK A RESERVATION

Guest Expectation: I expect the staff to be expecting him/her with their guests and that the reservation is confirmed and possibly I am recognized if I have been here before.

Why is this task important for you and our guests?

Answers: 

1. To maximize the guest satisfaction

2. To ensure the guest is recognized upon arrival

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Ask guests if they have made reservation.	Say “Excuse me, Sir / Madam, do you have a reservation?” If you know the guest: Welcome back Mr. / Mrs. XXXX, good to see you again. If “yes”, Say,” May I have your name Sir / Madam?” (If guest name is unknown). Then repeat the reservation to the guest.	Why do you need to ask if the guest has a reservation? Why do you need to use the guests name if you know their name? Why do you need to ask their name? Why do you need to repeat the    reservation?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. Why do you need to ask if the guest has a reservation?

2. Why do you need to use the guests name if you know their name?

3. Why do you need to ask their name?

4. Why do you need to repeat the reservation?