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? Hes busy Speak up. I cant hear you Ill tell him. Whats your problem? Ill try and transfer you. Im very sorry but I cant 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 Hes 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 cant hear you

Would you please repeat I cant Hear you,

the line is bad can you call me back

Ill tell him
Ill 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 K L M Word ALFA BRAVO CHARLIE DELTA ECHO FOXTROT GOLF HOTEL INDIA JULIETT KILO LIMA MIKE 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 KEY LOW LEE MAH MIKE

NOVEMBER

NO VEM BER

Letter

Word

Pronunciation

O
P Q R S

OSCAR
PAPA QUEBEC ROMEO SUGAR

OSS CAH
PAH PAH KEH BECK ROW ME OH SHU GA

T
U V

TANGO
UNIFORM VICTOR

TANG GO
YOU NEE FORM (or) OO NEE FORM VIK TAH

W
X Y Z

WHISKEY
XRAY YANKEE ZULU

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

Guests 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