Step-by-Step To Take Guest Reservation Effectively

Step by Step to Take Guest Reservation Effectively

First impressions are very important. When greeting a guest via the telephone, be always “smile as you really mean it” to ensure our guest experiences: a warm, friendly and professional welcome.

Reservations have to be recorded accurately and in a consistent way.

The tip below is to ensure you will be able to take a reservation via the telephone with confidence and according to your defined standards.

By Telephone

·      The phone always pick up by left hand side

·      Greet guest by saying:  Good Morning/Afternoon/Evening, Mr./Mrs.___ or Sir/Madam, _____ (outlet name), How may I assist you?”

·      Listen your guest carefully

·      Speak slowly and clearly

·       Ask for date and number of pax by saying:  “When will the reservation and for how many persons would you like to come for dinner?”

·      Check table availability

·      Ask for name of reservation and contact # by saying:  “May I have a name and contact number for the reservation?”

·      Note into reservation book correctly

·      Ask if there are special request:  “Do you have any special preference?” If yes, indicate in the reservation comment column

·      Repeat reservation:  “Your reservation for ____(date), Mr./Mrs._____ is confirmed”

Thank guest:  “Thank you for your reservation, see you soon on …….(date of reservation).

By Walk-in

·      Greet guest:  Good Morning/Afternoon/Evening, Mr./Mrs.___ or Sir/Madam, _____ (outlet name), how may I assist you?”

·      Listen your guest carefully

·      Speak slowly and clearly

·      If advance reservation, ask for date and number of pax:  “When will the reservation and how many would the table be for?”

·      If immediate seating without reservation, check table availability

·      Ask for name of reservation and contact #:  “May I have a name and contact number for the reservation?”

·      Note into reservation book correctly

·      Ask if there are special request:  “Do you have any special preference?” If yes, indicate in the reservation

·      Repeat reservation:  “Your reservation for ____(date), Mr./Mrs._____ is confirmed”

·      Thank guest:  “Thank you for your reservation, we hope to see you soon.”