HOW TO HANDLE THE WALK-IN GUESTS WITHOUT A RESERVATION

Guest Expectation : I expect the staff to arrange me a seat in a friendly, efficient and warm manner without a reservation, offer alternatives if the restaurant is full.

Why is this task important for you and our guests?

Answers: 

1. To maximize the guest satisfaction

2. To ensure the guests who without a reservation got the professional service

3. To ensure the alternatives are offered if the restaurant is full

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
1) Greet the guest.	Watch out for the guests coming to your outlet. Approach the guest with a smile. Greet the guest, bow graciously and say “good morning / afternoon / evening sir / madam, how may I help you?”	Why should you always look for the guests at the entrance? Why should the guests be acknowledged within 1min after walking into the outlet?
2) Check the reservation.	Check with the guest for possible reservations” do you have any reservation sir/madam.”  If no reservation has been made, say “Table for two?” Then, wait for reply.  “Let me check if there’s an available table” If there is a free table, say “May I have your name please?”  Record down the time. Smile and say, “I do have a table for you, Mr. / Mrs. / Madam (guest’s name).”	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?
3) Offer alternatives in the hotel if restaurant is full	If there is no table available, offer an alternative restaurant in the hotel.E.g. apologize to the guest and say, “I am sorry sir / madam or (guest’s name), the restaurant is fully booked for the moment, but I may have a table in 30 minutes or would you rather try our Café Gingers instead?” NOTE:  Offer in-house dining options. Double check to ensure that the other outlet has an available table before walking guests over. While walking the guests to the other outlet, create small talk. NOTE:  At least apologize for the inconvenience or thank the guest for waiting. Give the guest an outlet business card and suggest the guests to call next time.	Why should you double check o ensure that the other outlet has an available table before walking guests over? Why should you create small talk while sending the guests to the other outlet? Why should you give the guests an outlet business card?
4) Arrange waiting list for guests	If the guest prefers to eat in your outlet, inform the guest about the waiting list, and estimate the approximate waiting time if you know. If the waiting time is likely to be long, suggest the guests to have a drink in the Lobby Lounge or somewhere close.  You’ll advise him/her when the table is ready. Give out a copy of the menu if the guest prefers it.  For in- house guests, suggest: to call back to their room when a table is available, or To go to the lounge and have a drink while waiting. NOTE: Mark the information on the reservation, as reminder and follow it up.	Why should you make the waiting list? How to suggest the guests if the waiting time is likely to be long?

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

Summary questions:

1. Why should you always look for the guests at the entrance?

2. Why should the guests be acknowledged within 1 minute after walking into the outlet?

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

4. Why do you need to use the guest's name if you know their name?

5. Why do you need to ask their name?

6. Why do you need to repeat the reservation?

7. Why should you double check o ensure that the other outlet has an available table before walking guests over?

8. Why should you create small talk while sending the guests to the other outlet?

9. Why should you give the guests an outlet business card?

10. Why should you make the waiting list?

11. How to suggest the guests if the waiting time is likely to be long?