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The document outlines essential communication skills and procedures for telephone interactions in a professional setting, emphasizing the importance of attentiveness, politeness, and clear information delivery. It includes guidelines for handling calls, making reservations, and managing waiting guests, ensuring a positive experience for callers. Key practices include smiling while speaking, thanking callers, and accurately providing information about services and policies.

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3 views

Host

The document outlines essential communication skills and procedures for telephone interactions in a professional setting, emphasizing the importance of attentiveness, politeness, and clear information delivery. It includes guidelines for handling calls, making reservations, and managing waiting guests, ensuring a positive experience for callers. Key practices include smiling while speaking, thanking callers, and accurately providing information about services and policies.

Uploaded by

chiragw1990
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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THE TELEPHONE

IMPORTANT COMMUNICATION SKILLS

Professional presentation depends a great deal upon the communication


skills displayed, while on the telephone, associates should:
1. Smile while speaking—it shows in the voice.
2. Attentively listen to the caller. A caller wants and deserves undivided
attention. View the call as the only important conversation at that
time, and eliminate any personal conversations while on duty.
3. Never screen phone calls. All telephone calls are important; it does
not matter who is calling.
4. Speak directly into the phone. The associate should be able to pass 2
fingers sideways between his/her lips and the transmitter.
5. Speak pleasantly, in a natural and friendly voice. Picture a person at
the other end of the line and speak to him/her, not to the telephone.
This will help avoid sounding mechanical.
6. Be helpful and prepared to answer questions. When receiving
misdirected calls that must be referred to other departments, obtain
the relevant information and contact the proper associate to handle
the situation for the guest.

THE TELEPHONE IMPORTANT KNOWLEDGE FOR


TELEPHONE SERVICES.

1. The hours of operation for the restaurant, bar, shops, services,


recreational facilities, etc.
2. The restaurant reservation policy
3. Accommodations for guests with disabilities
4. Buffets and special brunches and theme nights.
5. General directions to the hotel
6. Our policies regarding credit cards

Guidelines for Specific Telephone Use

PROCEDURES
Placing a caller on hold:
a) Always ask for the caller’s permission, using the caller’s name, and
wait for his/her response before putting him/her on hold.
Example: Associate: “May I place you on hold, Mr. Smith?”
Caller: “Yes.”
Associate: “Thank you.”
b) Never forget a caller on hold.

Returning to a caller who is waiting:


a) Thank the caller for waiting, using the caller’s name.
b) Identify him/her.
Offer assistance.
Example: “Thank you for waiting, Mr. Smith. This is John. May I help
you?”

Transferring a call:
a) Offer to transfer the call before transferring.
b) Connect the caller and announce the connection.
Example: “I have Mr. Smith on the line now. Please go ahead.”

Ending a conversation:
a) Always say “Thank you” or “You’re welcome.”
b) Use the guest’s name whenever possible.
c) Let the guest know that we are happy to be of service or sorry if we
are unable to help.
d) Always close the conversation with in-house guests by telling them to
enjoy their stay.
e) End the conversation with “Goodbye” not “Bye-bye.”
f) Hang up the receiver gently.

TAKING RESERVATION THROUGH PHONE


PROCEDURES
1. Answer phone with standard greeting:
a. good evening, afternoon,
b. Thank you for calling (AUFSIDE)
c. ………Speaking. How may I help you?

2. For reservation, ask for precise information politely.


a. Date
b. Arrival time
d. The total number of guests
e. The host/hostess’s last name and first initial
f. Contact number
g. The name of the person who makes a reservation
h. Ask if it is for any special occasion
3. Note down if there is any special request: i.e., birthday or anniversary
cake, smoking/non smoking table, menu recommendation and terrace.
4. Repeat back information to avoid mistakes.
5. Thank guest for calling, using caller’s name. Say “thank you for
making reservation at our …… restaurant. Mr/Mrs/Miss…have a nice
day!!

NOTE

1. Do not take more reservation than the dining room can accommodate.
2. Offer guest some alternations when no reservation are available at
preferred times:
a. Suggest other available time.
b. Offer to put their reservation on waiting list.
c. Apologize and say “We do apologize for not being able to serve you
this time but we’re looking forward to see you again soon.
3. Refer to the manager for special request, or table requests for a party
of 10 or more. Be sure the kitchen is informed of any large reservation
for a day prior to the meal period.

ANSWERING PHONE FOR INFORMATION

PROCEDURES
1. Answer phone with standard greeting.
a. Good morning, afternoon or evening.
b. Thank you for calling… (Specify) restaurant.
c. May I help you!!!
2. Speaking in a slow and clear tone.
3. Information given to guests has to be accurate and precise.
4. If you are not able to give any information, ask guest to, “Please hold
on sir/madam. I will check for you or you may offer to check and call
him/her back.”

HANDLING WAITING GUESTS


a. Write on the guest wait list form the name of the guest, the number in
the party
b. Give guests an estimate of the waiting time, and record the given time
on the wait list form along with their arrival time.
c. Refer all waiting guests to the waiting area, and then greet the next
guest.
d. Cross out names as the parties are seated; this will ensure that names
are not called of parties that have been seated. If parties need or
desire to sit at particular tables, make a note next to their name and
let the seater know.
e. Never seat guests ahead of turn.
f. Never accept tips or gifts to move a guest’s name up the wait list.
g. Inform disabled or elderly guests that we are able to seat them at the
next available table, if they so desire. Be careful, guests may be
sensitive to their age or disability. If guests opt to wait, offer them a
chair. A person with a physical or mental disability may seem to have
the same outward appearance as a guest who has had too much to
drink. Sensitivity is extremely important in all situations.

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