OBJECTIVES…
By the end of this session you will learn;
The basic steps on how to make a reservation What not to say on the phone when making a
reservation Phone mannerism which is used and recognized Internationally Phonetic Alphabet
BASIC STEPS FOR A RESERVATION
NAME
NUMBER OF GUESTS DATE
TIME
SPECIAL OCCASION e.g. BIRTHDAY
SPECIAL REQUIRMENTS
CONTACT NUMBER
SPECIAL REQUIREMENTS…
Table by the window Table of 10 Highchair Allergies e.g Garlic Bottle of Champagne on arrival Wheelchair access Birthday Cake Anniversary Cake Personalized Menu Private Room
ACTIVITY
In Pairs you are to read your handouts practicing
conversations between restaurant manager and a guest making a restaurant reservation/booking
With your same partner you will need to design a
reservation template using the basic steps for restaurant bookings e.g
NAME Mr. and Mrs. Patterson
HANDLING RESERVATIONS OVER THE PHONE…
When receiving calls it is not the correct phone manner nor is it professional to mention any of the following; Hello Who is it? Who? What? Hang on / hold on. What do you want? He’s busy Speak up. I can’t hear you I’ll tell him. What’s your problem? I’ll try and transfer you. I’m very sorry but I can’t help you.
On the telephone what would you say instead of?
Hello
Good morning, thank you for calling
Bread of Life, This is <First Name> How may I assist you
Who is it? May I have your name please
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 please One second please Just a moment please
What do you want Is there anything I can do for you May I help you in any way How may I help you He’s 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.
Speak up I can’t hear you
Would you please repeat I can’t Hear you,
the line is bad can you call me back
I’ll tell him
I’ll will leave the message, thank you for calling
PHRASES TO USE WHEN ANSWERING CALLS…
OUTSIDE CALL <Greeting>, Thank you for calling Life Resort, this is <Your Name> How may I assist you? INTERNAL CALL <Greeting> <Your Department> <Your Name>, How may I assist you.
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”
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
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
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 without permission You should not transfer calls to mobile phones without permission 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
Using Guest Name…
Obtain Guests name
Check Spelling – using phonetic alphabet Use Guests name three times during
conversation
Phonetic Alphabet…
Letter A B C D E F G H I J Word ALFA BRAVO CHARLIE DELTA ECHO FOXTROT GOLF HOTEL INDIA JULIETT Pronunciation AL FAH BRAH VOH CHAR LEE (or) SHAR LEE DELL TAH ECK OH FOKS TROT GOLF HOH TELL IN DEE AH JEW LEE ETT
K
L M N
KILO
LIMA MIKE NOVEMBER
KEY LOW
LEE MAH MIKE NO VEM BER
Letter O P Q R S T U V W X Y Z
Word OSCAR PAPA QUEBEC ROMEO SUGAR TANGO UNIFORM VICTOR WHISKEY XRAY YANKEE ZULU
Pronunciation OSS CAH PAH PAH KEH BECK ROW ME OH SHU GA TANG GO YOU NEE FORM (or) OO NEE FORM VIK TAH WISS KEY ECKS RAY YANG KEY ZOO LOO
EXAMPLES…
MRS 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
Recording Data…
Guest’s 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