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?
He’s busy
Speak up. I can’t hear you
I’ll tell him.
What’s your problem?
I’ll try and transfer you.
I’m very sorry but I can’t help you.
On the telephone what would you
say instead of?
Hello
Good morning, thank you for calling
Bread of Life, This is
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
He’s 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 can’t hear you
Would you please repeat I can’t Hear you,
the line is bad can you call me back
I’ll tell him
I’ll will leave the message, thank you for calling
PHRASES TO USE WHEN
ANSWERING CALLS…
OUTSIDE CALL
, Thank you for calling Life Resort, this
is How may I assist you?
INTERNAL CALL
,
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 Word Pronunciation
A ALFA AL FAH
B BRAVO BRAH VOH
C CHARLIE CHAR LEE (or) SHAR LEE
D DELTA DELL TAH
E ECHO ECK OH
F FOXTROT FOKS TROT
G GOLF GOLF
H HOTEL HOH TELL
I INDIA IN DEE AH
J JULIETT JEW LEE ETT
K KILO KEY LOW
L LIMA LEE MAH
M MIKE MIKE
N NOVEMBER NO VEM BER
Letter Word Pronunciation
O OSCAR OSS CAH
P PAPA PAH PAH
Q QUEBEC KEH BECK
R ROMEO ROW ME OH
S SUGAR SHU GA
T TANGO TANG GO
YOU NEE FORM
U UNIFORM
(or) OO NEE FORM
V VICTOR VIK TAH
W WHISKEY WISS KEY
X XRAY ECKS RAY
Y YANKEE YANG KEY
Z ZULU 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…
Guest’s 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