Welcome Guest and Take Food and Beverages Orders

1. WELCOME GUESTS AND TAKE FOOD
AND BEVERAGE ORDERS

2. ACKNOWLEDGE AND WELCOME
GUESTS
To make guest feel welcome and important,
whenever any guest arrives, it is the responsibility
of the service staff to approach and meet the guest
with a smile, maintain eye contact and with proper
body posture greet the guest accordingly at the
door.

3. • If the guest passes by the restaurant or coffee shop,
the food receptionist/attendant can kindly greet
him/her, without asking any questions.
• Listening to the guest is part of the welcome rule.
When a guest arrives to dine-in or has any need
from the food and beverage staff, employees is
obliged to listen to them carefully.

4. Check Guest reservation and ask about special need:
• To be ensured whether guests have any reservation or booking,
very politely ask, “Do you have any reservation?”
• If the answer is yes which means guest have reservation, then
ask for guests’ name by saying. “May I have your name please”.
• Check your reservation book/record and read the reservation
back to guest by saying“Certainly Mr/Mrs. Or Ms?(Name of the
guest).You have booked for? (Number of persons) persons” or
“Certainly Mr. John, your table for 4 persons is ready.”

5. • If there is one guest who comes without reservation
(which is known as walk in guest. Then, instead of
asking “Are you alone Sir/Ma’am?” you could ask
“Table for one person?”
• If you have enough free tables, then ask (if
appropriate): “Do you have any preference Sir, like
sitting in a smoking area or near the window, etc.”
• Ask about special need. For example there is a child
in the group then ask guest whether the baby needs
any high chair or not

6. BEST WAYS TO GREET YOUR HOTEL
GUESTS ON THEIR ARRIVAL
Greeting forms a connection
between two unknown people
and cultivates a good impression
among the hotel guests.

7. • The hospitality industry is based on serving unknown
people which makes greeting one of the most
fundamental tools.
• It is the most effortless thing a person can do to get
tremendous results.
• It can bring out positive words even out of the most
arrogant person and can even act as a medicine for a
person’s bad mood.

8. • It makes a positive first impression on the guest
and makes him feel comfortable and secured.
• Whenever a guest comes it is the duty of the staff
to attend that person as soon as possible. This
makes the guest feel wanted and also gives him a
home-like feeling.

9. Five Best Practices For Greeting
The Guests When They Arrive:
1. Dressing: It forms the first impression and welcoming a
guest is just like going on the first date
2. Smile with a Greeting: The next best and the most
effortless thing with great results we can do is smile while
greeting.
3. A Different Greeting: Many hotels try to maintain a
different greeting which is believed to be helpful.

10. 4. Offer to Assist Them: When a guest arrives leave all
your work and greet them while offering to assist them.
5. Ask Questions: (starting with questions related to their
travel and then come towhat are their requirements)

11. RESERVATION PROCESS
AND PROCEDURE
Reservation is a complete
process of booking that is
conducted by two parties i.e.
one guest or customer and next
one is hotel reservation section

12. Procedures Of Reservations
• Enquiry for reservations
• Determining the room availability
• Expecting or denying the request
• Documenting the reservation details
• Confirming the reservation request
• Maintaining the reservation record
• Compiling the reservation report

13. Enquiry For Reservations
Name of the guest
Date of arrival
Date of departure
Desired room type
Desired room rate
Required number of rooms
Desired room plan
Number of pare.
Contact address and
number(details)
Special recommendation

14. Determining The Room Availability
In this process we check the demand of guest encoded
during the first step. The availability can be checked by
referring to forecast chart, conventional chart or density
chart.

16. Expecting Or Denying The Request
Expecting can be done if the request is fully validated by
the availability formats and system, where as vice versa
can be conducted for denying.

17. Documenting The Reservation Details
Documentation is conducted by reservation staff by
completing undone part of reservation form with the
necessary details of guest who is about to stay.

18. Confirming The Reservation Request
After documenting the details of a guest, we need to
confirm the room to a guest confirmation is generally
done by dispatching a confirmation letter to the guest by
having a guaranteed reservation and may be sometime
non-guarantee too.

19. Maintaining The Reservation Record
After confirming a room to the guest we need to make a
reservation record for each and every booking made. The
records can be maintained or processed in two ways:
a) Documenting the original reservation
b) b) Modification of reservation

20. Compiling The Reservation Report
Now after completion of reservation record we need to
prepare the report of reservation dept. on either basis of
date, week, month or year.

21. GREETING AND WELCOMING
OF GUESTS