TAKING TABLE
RESERVATION
Procedures for Taking Table Reservation
The following steps are carried out in taking table reservation:
1. Answer the phone call promptly. Using the proper telephone etiquette, introduce
yourself and ask for the name of the caller.
2. Use the name of the guests appropriately and gather the following important
information:
• Number of guests
• Reservation date
• Arrival time
• Name of person who will be checking in
• The contact information of the person checking in and the person making the
reservation
• Other special requirements
3. Recap the details of the reservation to the caller.
4. Conclude the call properly.
Telephone
Etiquette
WHY IS TELEPHONE
ETIQUETTE IMPORTANT?
• The objectives of the call is met
• Customers are happy with interaction
• Positive image is formed
• Shows professionalism
• Company’s reputation is enhanced there
is positive word of mouth
PRE CALL PREPARATION
Before the call
• Feel good about your work
• Smile
• Have a positive attitude
• Make
sure that the
telephone is placed correctly
• Organize your desk that you
have the following handy
namely a pen, a paper pad, a
glass of water.
CALL OPENING
• Your Voice is your Company!
• The first impression a customer
• gets of
your company,
is the
first 15 seconds of your conversation
with the customer.
• Your voice is
your
communication tool, hence
keep it honed & polished at all times
• Voice will always convey your body
language Agood voice is clear,
articulate, courteous & charming
How should you sound
when you open your call?
• Warm and
professional
greeting Identify
yourself
• Be enthusiastic
Conversation with
Customer
• Be respectful to the customer
• Be genuinely politein your
tone. Let the customer “hear”
politeness in your voice
• Be patient with your customers and
do not sound rude, annoyed or
abrupt
• Feel good when you speak with the
customer
• Say “Please” when
appropriate
• Say “May I” or “Could
You” instead of “Can I”
• Remember to
maintain enthusiasm
and excitement in
your tone
• Say “Thank You” when...
• You get back to the
customer for being on
hold
• “Thank you for being on
hold.”
• The customer spells out
his name
• The customer
compliments you
HOLDING
TELEPHONE
PROCEDURE
• Seek Permission
• Specify the Duration
• Explain the Reason
• Wait for the customer’s
response
• Get back to
the
customer in
the
committed time frame
ENDING A CALL
• Summarize what has been
discussed.
• Ask if you can provide further
assistance.
• End on a positive note e.g. Have a
nice day, sir!
While, closing the call:
• Have a pleasant tone and be
courteous.
• Don’t sound rushed.
• Pause at appropriate places
COULD YOU
ASK HER TO
CALL ME
BACK,
PLEASE?
COULD YOU
GIVE HIM A
MESSAGE,
PLEASE.
WHAT TIME
DO YOU
EXPECT HER
BACK?
I’LL CALL
AGAIN
LATER
TODAY.
THANKS
VERY MUCH
FOR YOUR
HELP
• I’m afraid he’s in a meeting/not in the office/still at lunch/not
available just now. Is there anything I can do for you?
• Hold on a moment, please.
• I’ll just find out if she’s back yet/in the other office/available.
• I’ll put you through to Miss…
• I’ll ask … to call you back as soon as she is free. What’s your
extension number/fax number?