Académique Documents
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Taking Reservations
1. Everyone regardless of position, must answer the telephone
Before you take a reservation, make sure you know the 2. Lift the receiver only when you are ready to talk. The
answers to the questions you are likely to be asked: distance between mouthpiece and your mouth is 1 1⁄2
What kind of cuisine do you offer? inches or 2 fingers away.
What style of menu do you offer? 3. Answer the telephone after the second ring but before the
Do you accept credit cards? Which ones? third ring.
When are you open? For both lunch and dinner? 4. Before answering the phone, pause, take a deep breath and
Are children welcome? smile.
Can you cater for disabled people in 5. Answer calls pleasantly by using this pattern:
wheelchairs? Greeting + identify section/department + identify self +
Are you air-conditioned? offer help.
Do you have car-parking facilities? Example: good afternoon, ___, this is MJ
Do you cater for functions? speaking, how may I help you?
How do I find your establishment?
Receiving the Inquiry 6. As much as possible, answer the telephone by using the
£ Telephone English language and the right phraseologies.
£ Fax { Avoid plain “HELLO”
£ Email { If the caller is speaking in the vernacular, adjust
£ Walk in to the caller and speak the same language.
£ Internet 7. Be friendly and show respect even before you know who
Venue’s Website
your caller is.
3rd Party Website
£ Other venue referrals
8. Never cradle the telephone on your shoulder.
£ Personal referrals 9. Make sure to have writing pen and reservation book close
£ Repeat business to hand.
10. Do not be rude when receiving a rude caller.
Sales Techniques Used to Take Reservations { Apologize to the caller to show empathy for
Upselling having reached a wrong number by saying: I’m
How it works sorry madam/sir but you have reached a wrong
— This sales technique starts the selling number. May I help you?
process at the lowest priced item and { Offer help if necessary.
then sells up to the next level and then
the next, until the customer chooses the 11. Answer any questions clearly and politely. If you don’t
level and price of product or service know the answer, find someone who does or offer to call
they require (and with which they are back.
comfortable), based on the features Telephone Guidelines During Conversations
described and the perceived value. 1. Speak clearly and directly to the mouthpiece. Project a
When to use it “smile” in your voice.
— This works well when potential 2. People come before paperwork
customers have indicated they are not { Focus on the caller
sure what they want but are looking for { Concentrate and be attentive
something “special” (i.e. are booking { Do not do something else while talking to
for a birthday celebration, anniversary, someone on the phone.
etc.) 3. Personalize the call and establish rapport.
Down Selling { Use the other’s name or title
How it works { Avoid using “madam” or “sir” if you know the
— Down selling is essentially the name of the person you are talking with.
opposite of upselling; we start at the { Remember however to maintain professionalism.
most expensive item and work down to { Avoid getting too familiar.
the lowest price until the customer 4. Mention acquaintances by name or mutual experiences on
chooses the products or services they background for recall purposes only.
are comfortable with. 5. Use easy words
When to use it { Do not use “military language” on civilians
— This also works well when a potential { Avoid acronyms, jargons, codes, and other.
customer indicates they are not sure 6. Do not interrupt while the caller is talking. Do not rush
what they are after, but gives us clues callers.
that value and money are important. 7. During an extended narration by the caller, indicate your
They may say, “what else have you presence in the line to show them that you are listening.
got?” in response to a higher priced 8. Put callers on hold properly
item, or enquire if there is “Anything { Explain to the caller the reason by saying:
cheaper?” “Please hold on to your line sir/madam I will
Cross-selling (reason)”
How it works { Do not make the caller wait for more than one
— A technique used to encourage minute.
customers to purchase additional 9. When going back to calls put on hold:
products to the main product to make it { Show appreciation to the caller by thanking
more desirable. Add-ons and extras are him/her: “Thank you for waiting sir/madam”
products that are sold as supplementary { Apologize if the waiting is a bit long: “I am
to the main product or service the sorry to have you kept waiting, sir/madam”
customer has bought.
When to use it 10. If the called person is not available, do not rush to take the
— When customers make a reservation, message. Present the following options:
we often ask if there is anything else
we can do for them, or we tell them
about other features in the venue that { Offer your help or refer the matter to another
may be of interest. For example, we person in the company who can help or can
might ask if they would like a package attend his needs.
that includes breakfast and valet
parking, or we might offer to make a { Ask if he wants his call returned.
reservation in the restaurant for them.
{ Inform the caller what time he should call back.
11. Ask questions about the person’s point of view. This will Chairs do not face the toilets or kitchen, rather they
show your interest in understanding his position. are positioned to face the focal points
12. If you must leave the line and put the caller on hold during Chairs are away from sideboards, plants, doorways,
the conversation, explain to the caller the reason why. etc.
Taking Telephone Reservations
13. Listen to the caller with full attention. 1. Take reservations by telephone or in person
{ For telephone reservations, answer the phone by
14. Refer calls to the right department the first time. the third ring. Smile and identify yourself and the
restaurant.
{ Use proper salutation and standard phrase as per
{ When transferring calls, remember to: direction of supervisor.
2. Get reservation information and enter into reservation
{ Explain to the caller what you are going to do book.
and give caution in case the line gets-off. { Ask the person making the reservation for.
{ Date and time of the reservation.
{ Explain to the receiving party the reason for the { Name under which the reservation is being made.
transfer call to easy facilitation. { Number in the party, including number of
children.
{ Special request, such as the booth, a window
15. Always end the conversation pleasantly and politely. seat, a high chair, etc.
{ Smoking or non- smoking section.
{ Review details. { Guest’s telephone or room number and person
making the reservation.
{ Remember to thank the caller. { Special occasion the guest might be celebrating.
{ For difficult or unusual names, ask guest to spell
the name. repeat all information back to the guest
16. When conversation is concluded, let the caller hang up and thank them for making the reservation.
first. { Under the correct spelling of the name, write it
the way it sounded when it was pronounced.
{ When the call is made by you, hang up first { Write your initials next to the reservation.
when conversation is concluded. 3. Make suggestions
{ If the caller asks what is on the menu, describe
several entrees.
{ Replace receiver gently
{ If the guest seems concerned about table
selection, make suggestions based on the
17. When a colleague is on the phone, tone down the preferred tables if they are not already reserved.
conversation in the background. 4. Process reservations received in writing.
{ Enter a reservation from a written request in the
{ Avoid giggling, laughing or shouting reservations book.
{ Note the following:
ñ Date and time of the reservation.
18. When closing the conversation, the following should be
ñ Name under which the reservation is
included.
being made.
{ Number in the party including number of
{ Thank the customer for calling children
{ Special request, such as a booth, a window seat,
{ Let the customer know you appreciate his/her a high chair, etc.
business { Smoking or non-smoking section.
{ Guest’s telephone or room number.
{ If the guests are celebrating a special occasion.
{ Provide assurance that the promises will be
{ Note that the reservation was received in writing,
fulfilled.
so that the guest will be sure to get the best
possible table and service.
{ Leave the customer with a positive feeling. { Write your initials next to the reservation.
19. When you are on the telephone, you represent the { Confirm all the details by repeating the details
organization/hotel. back to the guest.
20. Treat every call as an important call. Remember that you { Make sure all these details have been clearly
are not speaking to an instrument but to a person. written in the reservation book.
{ Complete the conversation with a show of
Floor Plan/Positioning Tables hospitality.
Floor Plan
A drawing outlining the restaurant and showing the Prepare Service Stations and Equipment
positioning of tables, chairs, doors, windows etc. The General Equipment
purpose of a floor plan is to help staff to know exactly There is a need to find out about the equipment commonly
which tables are reserved and what tables are available for used, as well as the key products that you are dealing with
walk-in customers. on a daily basis.
Allows the kitchen and service staff to see how many There is a wide range of equipment used by wait staff to
people are dining in the restaurant, the table configuration support them in delivering excellent service to customers.
for each night and whether tables are reserved or vacant. Equipment is costly and varies considerably from
Key Points to Consider establishment to establishment, particularly in regards to
The positioning of each table to allow sufficient space the quality of the equipment used.
between tables for the movement of service staff and Dinnerware/Chinaware
guest comfort Ü Is a term used for crockery
Space between tables to allow for guest privacy
Table positions are free from kitchen noise and away Types of Chinaware
from major traffic areas of kitchen, dispense bar, and Porcelain Bone China Earthenware Stoneware
cashier desk Is a ceramic Is porcelain May sometimes Is hard pottery
Minimum space between 2 tables is 1.8 m material made of be as thin as made from
Minimum space between the back of the chairs from made by clay mixed bone china and siliceous
one table to the next is 90cm heating with bone other porcelains, paste, fired at
Minimum space between the table and a wall is 45cm selected and ash. though it is not high
refined --------------- translucent and temperature to
materials This is very is more easily vitrify (make ¶ 2.35 fl. oz
which often fine, hard chipped. glassy) the Mug
includes china that is ------------------- body. ¶ 12-16 oz. container for hot coffee orders
clay very It is also less ----------------- Sugar Holder & Creamer
expensive. strong, less It is heavier ¶ Is a container used to store sugar and creamer
tough and more and more Teapot
porous than opaque than ¶ Are used to serve hot water and tea.
stoneware porcelain. ¶ 28.7 fl. Oz.
How to Clean:
o Rinse after each use
Service Plate o At the end of the day, soak the teapot
¶ The largest plate that is used for multi course in a solution of baking soda & cold
meals. water (4tbsp)
¶ Acts as a base/underliner plate for appetizers, o Scrub gently with a rag & dry
salad, and soup. Coffeepot
¶ 11 - 14 inches ¶ A container, usually with a handle and a spout or
¶ Also known - buffet plate, charger plate, cover lip, in which coffee is made or served, or both.
plate, lay plate, and place plate. Cruets
Bread & Butter Plate ¶ Is the container for salt and pepper. Rice is
¶ Resembles salad plate are used in serving bread usually added in the container to prevent
and butter moisture and to keep it dry so it won’t cake up.
¶ 5 – 7 inches Toothpick Holder
¶ A container used to hold toothpick
Saucer
¶ A shallow dish, typically having a circular
Glassware
indentation in the center, on which a cup is
Refers to glass and drink ware items, besides tableware,
placed.
such as dishes, cutlery and flatware.
The term usually refers to the drinking vessels.
Entrée/ Salad Plate
Well-designed glassware combines elegance, strength and
¶ Functions to serve salad presented before the
stability
main course, as a side dish with the main course.
¶ But when salad is the main course, it is presented
Types of Glassware
on a dinner plate.
{ Tumbler
¶ Larger salad plate is about 8 to 8.5 inches
Ü Is a flat-bottomed beverage container for drinking
¶ Smaller 7 to 7.5 inches
made of plastic, glass, etc.
Dinner Plate
{ Mug
¶ Is used to serve the main course at all meals,
{ Stemware
formal and informal.
Ü Drink ware that stands on stems above a base. The
¶ 10 ¼ - 11 inches
stem allows the drinker to hold the glass without
Dessert Plate
affecting the temperature of the drink.
¶ Is a specialized plate used to serve desserts such
{ Footed wares
as fruits, cakes and other pastries
¶ 7.25 to 8.5 inches Glassware (Mug)
Fish Plate ñ Beer Mug
¶ A specialized plate, recognize as ornamentation T Is a heavy glass with handle and usually
in a fish pattern. with patterns cut into its side.
¶ 8 - 9 inches in diameter. T A flat-bottomed 8 to 16 oz. glass
Soup Plate Glassware (Tumbler)
¶ A deep, wide rimmed plate in which soup is ñ Highball Glass
served. T A family of tall straight glasses used for tall
Soup Bowl or long drinks.
¶ A bowl for serving soup. T A versatile glass with 5-12 oz.
¶ Bowl is a dish that is round and open at the top T This glass is taller than an old fashioned
for serving foods. glass & shorter than a Collins glass.
Bouillon Cup & Saucer ñ Collins Glass
¶ Are used for serving soups that are made from T A highball glass family 12-14 oz. used for
thin broth. long drinks, soft drinks and tropical juices.
¶ 20 ¼ fl. Oz. T This glass is somewhat narrower and holds
Finger Bowl less than the similar highball glass.
¶ Is a bowl of water, usually with lemon or flower ñ Zombie Glass
petals, which is used for rinsing one’s fingers in T Is the tallest highball glass 14 oz.
between courses in a multiple course meal. ñ Old Fashioned Glass
Sauce Boat T Is also known as rocks glass or “lowball”.
¶ Is a container for gravy and other sauces T It is a short tumbler 8- 10 oz. cylindrical
¶ 16.9 fl. Oz. glass with a heavy tapered base used for
Platter serving liquor “on the rocks” meaning over
¶ A large flat dish or plate, typically oval or ice.
circular in shape, used for serving food. ñ Pilsner Glass
Butter Dish T Is a glass use to serve many types of light
¶ A specialized dish in which butter is served. beers, but is intended for its namesake, the
¶ A typical measurement is 8 inches by 5 inches. pilsner.
¶ An alternative to a standard butter dish is also T It is smaller than pint glass, usually in
known as a butter crock. 250ml – 330ml in sizes.
Soup Tureen ñ Shot Glass
¶ A serving dish for foods such as soups or stews, T Is a small glass used for straight orders or
often shaped as a broad, deep, oval vessel with mixed shooters
fixed handles and a low domed cover with a T Also used as a measuring tool
knob or handle. ñ Iced Tea Glass
Cup & Saucer T Used to serve iced tea and sometimes water;
¶ Is used for serving coffee & tea. the larger size of this glass reduces the
¶ 5.4 fl. Oz. number of refills needed.
Demitasse Cup and Saucer Glassware (Stemware)
¶ Used in serving espresso coffee. ñ Cordial/Liqueur/Pony Glass
T A small stemmed glass used for serving and ñ Escargot/Seafood Fork
sipping cordials/liqueurs T Are two prong forks made of stainless steel
T 1-2 oz. capacity which are used with escargot dishes.
ñ Champagne Flute Glass ñ Cocktail Fork
T The 6-9 oz. used for serving champagne T Is a small fork like a trident, used for
T This is a tall, straight- sided, stemmed glass spearing cocktail garnishes such as olives.
with a very narrow bowl is preferred to ñ Salad/Dessert Fork
prevent the precious champagne bubbles T Has flatter and slightly broader tines than
from easily escaping. those of a dinner fork.
ñ Champagne Saucer Glass T Used when vegetables are served as salads.
T With 4 oz. capacity, shallow, broad- bowled ñ Salad Knife
and solid- or hollow- stemmed T Type of utensil is designed to be used for
ñ Champagne Tulip Glass cutting fresh vegetables such as salad
T The 6-9 oz. used for serving greens.
champagne/sparkling ñ Dessert Spoon
T Same with champagne flute but with a T Designed specifically for eating dessert and
tapered mouth shaped like the tulip flower sometimes used for soup or cereals.
to keep the bubbles of champagne longer T With an oval bowl, it typically has a
ñ Margarita Glass capacity around twice that of a teaspoon.
T A 12-17 oz. stemmed glass with a wide, T 7 to 7 ¼ inches long.
shallow bowl for serving margaritas, ñ Dinner Fork
daiquiris, frozen drinks and ice cream-based T Is used to eat the main entrée
drinks. ñ Dinner Knife
ñ Port Glass T Is the longest knife in a set of flatware
T A 2 oz. rounded wine glass used to serve which is used to cut and push food.
sweet fortified wines like Port or Madeira. ñ Dinner Spoon
T Feature a shallow, oval-shaped bowl. The
ñ Sherry Glass dinner spoon is a multipurpose piece.
T Is a small, narrow stemmed glass with a T Larger than a teaspoon or a dessert spoon
wide rim. ñ Fish Fork
T It is used to serve sherry and other aperitifs T Is usually smaller than the meat fork and is
meant when eating fish.