1. When a guest calls to make a reservation, it is the first opportunity to introduce them to the restaurant and provide exceptional service. 2. A positive phone experience allows the guest to feel comfortable with their choice of restaurant and look forward to their dining experience. 3. Guidelines for taking reservations include answering promptly, identifying yourself, using a friendly tone, carefully recording details, offering alternatives if unavailable times, and ending politely.

1. Telephones to make a reservation
Creating a positive impression for the guest begins from the very first point of contact. When a guest
telephones to make a reservation, it is our first opportunity to introduce the guest to our restaurant
and provide them with an exceptional level of service. A positive experience on the phone allows the
guest to feel comfortable in having chosen our restaurant and ensures they look forward to their
dining experience.
 ☺ ☺ ☺ Smile– the guest will ‘hear’ it in your voice.
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 Slowly does it – don’t forget some of our clients are from other countries and you may need to
speak more slowly and clearly to be understood.
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 Be interested and develop rapport – the guest wants to come to your restaurant and
spend money! Use a variety of tones and be enthusiastic in your voice to convey your interest and
appreciation of their telephone call. Don’t forget your effective listening skills to ensure you get the ‘right’
message.
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 Use the guest’s name – if they are an in-house guest their name will show on the phone con
sol. Use it! The caller will feel recognition and more valued by the personalized service.
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 Positive, Polite and Prompt – answer the telephone promptly, be polite and finish the call
on a positive note.
On the next page, you will find a table showing the steps to take a telephone reservation, but
what do you do if you need to check some details before taking the reservation? If you only need
a very short time, you can place the guest on hold. To place a call on hold -
1. Ask permission
2. Give the person a reason and a timeframe

2. 3. Thank them when placing the call on hold
4. Thank them for their patience when returning to the call
NB – Don’t place any long distance or international calls on hold
Transferring a call:
If transferring the call to another department, introduce the caller and the reason for the call before
transferring.
Correct Telephone Use – Taking a Reservation
Telephone calls contain a logical structure. Guidelines for handling calls and taking a reservation are
given below
GUIDELINE EXPLANATION
1. Answer the telephone
Before three rings have occurred.
promptly.
Answer the phone with a greeting, the name of the
2. Identify yourself.
outlet and how may I help you. For example
“Good morning. Al Dhiyafa. This is Nilkantha. How may I helpyou?
 Be courteous, helpful and responsive.
 Answer questions directly.
3. Use your voice wisely.
 Concentrate and ignore distractions
 Speak at a comfortable rate in a warm and friendly

3. Tone.
 Avoid slang. Speak clearly and listen carefully.
Ensure the following details are recorded:
 Name
 Contact phone number / room number
4. Take Reservation details  Number of guests
carefully and record directly in the
 Time and date of reservationReservation Book.
 Any special requirements
 If the guest has dined with us before
 Re-confirm all details with the guest
5. If the requested time is
Suggest alternatives at your hotel.
E.g. – different time, different outlet, room service (if in-
Unavailable.
house) or different day
Thank the caller and let them know that you are looking
6. End the call politely. Forward to welcoming them to the outlet.
Let the caller hang up first.
We all know first impressions are the most important and that we must do everything possible toensure
that from the moment the guest steps into the restaurant they receive a positive

4. Impression. Preparation is the key and encompasses a wide variety of elements.
Ambience
Imagine you are the guest and you have just arrived at a restaurant you haven’t been to before.
What is the first thing you notice when you walk in? What conclusions do you draw from the way the
restaurant is decorated, how bright the lights are or the colors of the walls? You may not Realist it,
but you will have made many conscious and subconscious conclusions withinseconds of entering
the restaurant, even before you have been welcomed by the staff.
So what then can we do to make sure the guest’s perception when they walk in to our
Restaurant is positive? We can ensure the overall ambience of the restaurant is welcoming and
comfortable for guests. To do this, we need to consider the following elements -
 Music – type and volume to be appropriate to the time of day and outlet
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 Temperature – to be of a comfortable level for the guest
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 Design – appropriate design to be applied and maintained
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 Lighting – to be appropriate for concept and time of day
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 If flowers are featured in the outlet, they need to be fresh and replaced regularly
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 Outlet to be well presented, well maintained and clean at all times
Some of these elements you might not have direct control over, however they are aspects that as
professional F&B waiter we should all consider and action appropriately if they are not up to
standard. For example, the light settings for lunchtime and dinner should be quite different; if you
notice the setting is incorrect, fix it or advise your supervisor. If the flowers are tired, let you
supervisor know. If guests seem to be very cold, adjust the temperature. Simple things can make a
big difference to the guest experience.