HOW TO RECEIVE A RESERVATION

Guest Expectation: I expect the staff to take the reservation in a friendly manner, that the details are taken correctly and to ensure I am thanked for my reservation

Why is this task important for you and our guests?

Answers: 

1. To maximize the guest satisfaction

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

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

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Pick up the telephone.	Answer the telephone within 2 rings.	Why should the phone be answered    within 2 rings?
2) Greet the guest.	With a friendly and smiling voice, say  “Good Morning/Afternoon/Evening, XXXX speaking, how may I help you?”	Why do you pick up the phone with a smiling & friendly voice? Why do you use your name?
3) Take a reservation.	Take down all the relevant information in a courteous manner: @ Reservation name.  @ Number of guests. @ Arrival date & time. @ Special request (occasion). @ Name of the caller, date and time. @ Contact telephone number.	Why do you need to be courteous? Why do have to write down all the information? Why do you need so much information? Why do you need the callers’ name? Why do you need to have the caller phone number?
4) 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 “wishes a pleasant day”.	Why do you need to repeat the reservations? Why do you need to thank the guest?
5) Confirm the reservation with the guest on the arrival day.	Waiter/tress or Hostess is to confirm the reservation in the morning between 09:00 and 13:00 hours. Say, “we are looking forward to your arrival at our outlet name”	Why do you need to confirm the reservation? Why do you say you are looking forward to the guests’ arrival?

Summary questions:

1. Why should the phone be answered within 2 rings?

2. Why do you pick up the phone with a smiling & friendly voice?

3. Why do you use your name?

4. Why do you need to repeat the reservations?

5. Why do you need to be courteous?

6. Why do have to write down all the information?

7. Why do you need so much information?

8. Why do you need the callers’ name?

9. Why do you need to have the caller phone number?

10. Why do you need to thank the guest?

11. Why do you need to confirm the reservation?

12. Why do you say you are looking forward to the guests’ arrival?

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