Chapter 2: Table Reservation PDF

ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y H O S P I TA L I T Y M A N A G E M E N T P R O G R A M F U N D A M E N TA L S O F F O O D S E R V I C E CHAPTER 2: TABLE...

ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y H O S P I TA L I T Y M A N A G E M E N T P R O G R A M F U N D A M E N TA L S O F F O O D S E R V I C E CHAPTER 2: TABLE RESERVATION JF CRUZ FACULTY A table reservation is an arrangement made in advance to have a table available at a restaurant. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y Answering the Telephone: Wish the caller as per the time of the day: Good (morning/afternoon/evening). RSU Restaurant John speaking. How may I help you? Acknowledging a reservation request: Certainly Mr. John Cruz (use name if whenever known) Yes of course sir or madam, (use name if known) ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y Taking the table reservation details: May I have your name, please? When would you like to book your table? A table for how many guests? Where would you like to sit? Do you prefer a smoking area? (Only applicable if your restaurant has separate smoking area/zone) ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y Details of the reservation may include: Date of reservation Time of arrival Number of persons Name of person who will use the reservation Name of person making the reservation Contact details of the person checking in and of the person making the reservation Special requirements ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y When you check the reservations book: Please excuse me, (name), while I check the reservations Please allow me to put your call on hold, while I check the availability Just one moment, please (name), while I see what we have available. Returning to the caller: Thank you for patiently waiting (name) Sorry to keep you on hold, (guest name) ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y Confirming the Details: May I please repeat the table reservation details, a table for (2) (this afternoon/ on Sunday, 31 October at (2:00 p.m.) in the name of (M.r Pol Jack David). And your telephone number) is (123456789). Is the details correct? Saying goodbye: Thank you very much for calling. Mr. Pol Jack David. We look forward to seeing you then. Have a great day ahead. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y When a table is not available or where the guest wants one: I’m afraid we don’t have a table at that time. Would (2:30) be suitable? I’m afraid we don’t have a table available there at that time. But there is a table available (say where) then. Would that be suitable? May I help you to reserve a table at another of our restaurants instead? Perhaps you’d like to have (lunch) in the (Wok Restaurant), where there will be a buffet this afternoon. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y Process for reconfirming a restaurant table reservation request: Standard recommendation Good morning, Mr. David. This is Raffy from UC Restaurant speaking. I would like to reconfirm your reservation for a table for 2 this afternoon at 2:00 p.m. Thank you very much for making the reservation and we look forward for being of service to you and your (guest) this afternoon. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y Process for reconfirming a restaurant table reservation request: Standard recommendation Good morning, Mr. David. This is Raffy from UC Restaurant speaking. I would like to reconfirm your reservation for a table for 2 this afternoon at 2:00 p.m. Thank you very much for making the reservation and we look forward for being of service to you and your (guest) this afternoon. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y Reconfirmation of a table reservation with a Special Request: Good afternoon, Mr. Pol Jack David. This is Raffy from UC Restaurant speaking. I would like to reconfirm your reservation of a table for 2 this afternoon at 2:00 p.m. A birthday cake with the wording “Happy Birthday Grayfield” has been arranged for tonight Should you have any other request, please let us know. Thank you very much for making the reservation and we look forward to being of service to you and your (guest) this evening. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y Reconfirmation of a table reservation with a Special Request: Good afternoon, Mr. Pol Jack David. This is Raffy from UC Restaurant speaking. I would like to reconfirm your reservation of a table for 2 this afternoon at 2:00 p.m. A birthday cake with the wording “Happy Birthday Grayfield” has been arranged for tonight Should you have any other request, please let us know. Thank you very much for making the reservation and we look forward to being of service to you and your (guest) this evening. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y  H O W TO A N S W E R THE PHONE P R O F E S S I O N A LY ? ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y  Many factors lead to a successful, professional phone call. While the customer service techniques you use throughout a call may differ depending on the organization you work for and who you're talking to, answering the phone professionally is typically a standard practice. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y 1. Answer by the third ring It's courteous to pick up the phone promptly to avoid making callers wait. Out of respect for the caller's time, try answering any call by the third ring or send it to voicemail if you are unavailable rather than letting it continue ringing. This way, you can help customers and clients in a timely manner. 2. Offer a greeting While the standard "Hello?" greeting is common and sometimes suits professional situations, you may want to offer a more specialized greeting when answering the phone for your organization. For instance, you can state the name of your organization, introduce yourself by name and ask how you might help the caller on the line. Example: "Good morning! Thank you for calling Dr. Johnson's office. This is Miranda speaking. How may I help you today?" ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y 3. Speak with a smile As strange as it may sound, your tone often changes noticeably when you smile while speaking. Monitoring your tone throughout a call can be a challenging task, especially if you're performing multiple duties at once—as is often the case if you are a front desk agent or customer service provider. So, try smiling when you greet the caller. Using this trick can help you maintain a professional, friendly and positive tone throughout the phone-answering process. 4. Be clear Clearly enunciating your words can help you assist callers efficiently and professionally. On the phone, you may have to battle with poor cellular service, background noise and muffled voices. These factors can sometimes lead to unclear calls. If you speak slowly and clearly, it will be easier for callers to hear what you say the first time so that you don't have to repeat yourself. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y 5. Avoid slang In order for callers to understand you, avoid using slang and industry-specific buzzwords. Rather than using casual phrases like "cool" and "no problem" on the phone with clients, swap them out for more professional ones, like "very well" and "you're welcome." Even further, try to avoid using filler words like "um," "like" and "y'know," and focus on using appropriate, professional language instead. 6. Be positive Maintaining a positive and upbeat tone can help callers feel welcomed and at ease. Try switching out phrases like "I don't know" for proactive alternatives like "Let me see if I can figure that out for you." If answering calls is part of your job, it's likely your duty to assist clients by properly fielding questions and transferring them to different colleagues or departments. Make sure that you take this duty seriously and treat your callers with kindness and respect. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y 7. Ask before you put someone on hold If your organization is busy or understaffed, clients may experience long wait times before their call even reaches you. This is especially true if your organization screens calls at first using automated systems and menus. Therefore, it's important to respect your caller's time from the very beginning. One way you can do this is by asking the individual before putting them on hold. Explain why you need to do so, and thank them when they oblige. This is a simple addition to your phone etiquette that can go a long way with customers. Example: "I understand your concern, Ms. Weiss. I'm going to have to check with my supervisor to see if we'll be able to reschedule your appointment with less than 24 hours' notice. Would you mind if I place you on a brief hold?" ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y 8. Take messages accurately If your organization doesn't use a voicemail system, you might take messages for colleagues or superiors periodically. When you do, make sure your messages are accurate and include all of the details from the calls. This can help your colleagues pick up where you left off seamlessly with a caller without needing them to repeat information. In general, taking accurate messages can improve your organization's customer or client operations. 9. Know how to transfer and who to transfer to Phone systems can be a challenge to use the right way. Therefore, you'll want to practice using all of the functions of your organization's phone system before trying to answer calls. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y 10. Close on a positive note When you're about to hang up with a caller, try to end the conversation on a positive note. You can do this by thanking them or wishing them well. This can motivate clients to feel positively toward your organization and make them more comfortable calling in the future to address other requests, questions or problems. Example: "Thanks for your call today, Mr. Weston. I hope you have a wonderful rest of your day." ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y  Fin. ROMBLON STATE UNIVERISTY C O L L E G E O F B U S I N E S S A N D A C C O U N TA N C Y