RESERVATIONS S T CH TRC

Reservations are designed to assist guests, maximize seating and optimize revenues. Vic t ch trc c thit k h tr cho khch ,bn c nhiu ch ngi nht v ti u ha doanh thu. Specific seating times are established for each restaurant based on the average guests time in the outlet. The number of seats and the table configuration in the room determine the total number of reservations possible in the room for any meal period. S vng quay ch ngi c th c thnh lp cho mi nh hng da trn thi gian trung bnh m khch ang ngi ti cc khu vc phc v. S lng gh v hnh dng ca bn n trong phng xc nh tng s lng cc ch ngi c t trc c th trong phng cho bt k cc ba n no. PROCEDURE QUY TRNH

1.

Whenever practical, persons accepting reservations suggest early and late seating, prior to or after peak business hours. This encourages an early and late seating turn. Bt k khi no th trong thc t chng ta s chp thun nhng ngh t ch vo lc sm v lc mun, u tin vo lc trc hoc sau nhng gi cao im. iu ny khuyn khch lt t ch sm v mun.

Assist guests with special requests like accommodating meals around show reservation times. H tr khch hng vi cc yu cu c bit nh vic phc v cc ba n vo thi gian t ch trc

2.

All reservationists are to be familiar with the restaurants, their specific menus, prices, hours of operation, chefs specials and any other special features of the outlets. Tt c nhn vin t ch phi bit c nhng thng tin v cc nh hng, nhng mn n c bit trong thc n, gi c, gi hot ng, nhng u bp ni ting v nhng c im c bit khc ca cc khu vc phc v.

3.

A reservation list is maintained for each restaurant. Central reservations will turn the list over to the outlet at 4 p.m. daily. Danh sch t ch trc c thc hin cho mi nh hng. B phn t ch trung tm s chuyn danh sch t ch cho cc khu vc vo lc 4 pm hng ngy.

4.

Know specific information for each restaurant Bit nhng thng tin ni bt ca mi nh hng.

RESERVATIONS S T CH TRC
Dress code
Quy nh n mc

Seating times
S vng quay ch ngi

Hours of operation
Gi hot ng

Smoking/ non- smoking

C ht thuc hay khng ht thuc

Age requirement
Nhng yu cu v tui

RESERVATION-VIC T CH TRC
Controlling your voice Kim sot c ging ni Always maintain a controlled and professional voice on the phone. The following are some helpful tools to remember: Lun lun kim sot c cng ging ni v th hin s chuyn nghip ca bn trn in thoi. Sau y l mt s cng c hu ch nh: Speak clearly, keep your voice relaxed Ni r rng, v gi cho ging ni ca bn t nhin A guest will know if you are rushed or nervous; a casual, relaxed voice puts the caller at ease Khch hng s cm nhn c nu bn ang vi vng hay ang bi ri, mt ging ni nh nhng v m p s gip cho ngi gi cm thy thoi mi hn. It is important that a caller can understand what you are saying: iu quan trng l ngi gi n c th hiu c bn ang cp n vn g . Do not speak too fast; control you pace Khng ni qu nhanh, kim sot tc ca bn Never chew gum, drink or eat while on the phone. Khng bao gi nhai ko cao su, ung hoc n th g khi ang ni chuyn qua in thoi. ACTIVE LISTENING
LNG NGHE TCH CC

Listen to the caller

Lng nghe khch gi in n. a. Concentrate on what the caller is saying Tp trung vo ci m khch ang cp b. Put all other tasks aside while on the phone nhng cng vic ang lm sang mt bn khi nghe in thoi.

Do not interrupt the caller

Khng ct ngang khch ang gi in a. Avoid jumping to conclusions before you hear the caller out Trnh vi vng a ra kt lun trc khi bn nghe ht cu chuyn ca khch b. Sometimes the last thing a caller says may be the most important i khi, nhng iu m khch ni cui cng s l nhng iu quan trng nht.

Tune into the conversation

Chuyn sang cuc tr chuyn a. Focus on what the caller is saying (not on how it is being said)

RESERVATION-VIC T CH TRC
Tp trung vo nhng g m khch ang ni ( nhng khng qu vo vic ti sao h ni nh vy )

Use active listening responses, and ask questions for clarity

S dng nhng phn hi tch cc , v t nhng cu hi lm r vn a. Phrases such as yes and I see acknowledge that you are listening Cc cm t nh "Yes" v "I see" c dng xc nhn rng bn ang lng nghe khch b. Following up with questions will insure that you understand what the caller is saying Bm st nhng cu hi s m bo rng bn hiu nhng g khch ang ni.

Repeat facts for verification

Lp li nhng s vic lm r ni dung ni chuyn a. Repeating the situation as you understand it and the action you will take eliminates misunderstandings Lp li nhng ng cnh v nhng s vic theo cch bn hiu s loi b c nhng s hiu lm trong ni dung ca cuc ni chuyn.

ANSWERING THE PHONE

TR LI IN THOI

Answering the phone correctly is an integral aspect of your job. Although each call is different, your response should be consistent for every call. Dont speak too quickly, even if the phones are very busy. The extra time spent with a guest to make them feel not rushed will only prolong the next persons wait by five or ten seconds and makes all the difference in making the guest feel they are well taken care of. The correct phone answering dialogue is as follows: Good morning/afternoon/evening. Thank you for calling ________. How may I help you?
Tr li in thoi mt cch chnh xc v y ty theo nhng hiu bit v cng vic ca bn. Mc d mi cuc gi l khc nhau, nhng cch phn hi thng tin ca bn nn nht qun cho tt c cc cuc gi. ng ni qu nhanh, ngay c khi c rt nhiu cuc gi . Vic dnh thm thi gian cho khch s lm cho h cm thy khng b vi vng , v n cng ch ko di thi gian ch i nm hay mi giy cho nhng ngi tip theo v to ra s khc bit trong vic lm cho khch cm thy h ang c chm sc tt. Cu tr li in thoi ng cch c ni nh sau:

Good morning/afternoon/evening. Thank you for calling ________. How may I help you?

RESERVATION-VIC T CH TRC
DONT SAY NO- OFFER ALTERNATIVES
KHNG NN NIKHNG- HY TM KIM MT S THAY TH

Always offer the caller options, never tell them Im sorry we are all booked and end the call. We never really want to say no.
Lun lun a ra nhng la chn cho khch, khng bao gi ni vi h "Ti xin li chng ti ht cch" v kt thc cuc gi. Chng ta khng bao gi mun nghe t "khng".

The guest may call back on the day they would like to join us, to see if we have had any
last minute cancellations. We recommend calling in the afternoon, when all unconfirmed tables are released. Khch c th gi li vo ngy h mun n vi chng ta, xem chng ta c hy b vic t ch vo giy pht cui cng khng. Chng ti khuyn bn nn gi in thoi vo bui tra, khi tt c cc bn cha c xc nhn t ch b hy

Can we offer you a reservation on a different day?

Chng ti c th mi ng/B/ Anh /Ch t ch vo mt ngy khc c khng ?

Would you like to make a lunch reservation? ( if it applies)

Bn c mun t ch n tra trc hay khng ? (Nu n c p dng)

We will be happy to take their name and number for a waiting list, and if anyone cancels
in the time range they are looking for, we will give them a call. May I take your name and number and call you if something opens up? Chng ti s rt hnh phc nu c tn v s in thoi ca khch trong danh sch ch t ch, v nu c mt ai hy b trong khong thi gian m khch ang tm kim, chng ta s gi cho khch . "Ti c th c tn v s in thoi ca ng/ B/ Anh/Ch c khng v ti s lin lc vi ng/ B/ Anh/Ch nu c ch trng?

We also offer our menu in our cocktail lounge, from 5:30 P.M. to 10:30P.M. daily, on a
first-come, first-served basis. Chng ta cng lun thc n khu vc phc v cocktail, t 5:30 ti 10:30 chiu hng ngy, trn tiu ch ai n trc s c phc v trc. After taking the reservation, repeat the information back to the guest and thank the person, addressing the guest by their name.
Sau khi ly thng tin t ch, lp li cc thng tin cho khch v cm n h, gi khch bng tn ca h.

SPECIAL OCCASIONS
NHNG DP C BIT

Many guests making reservations are celebrating special occasions such as birthdays, anniversaries or graduations. It is very important that we honor these occasions and make their experience extra special.
Nhiu v khch s thc hin t ch trc vo nhng dp k nim c bit nh sinh nht, ngy k nim no hoc tt nghip. iu rt quan trng l chng ta phi ly lm vinh d vo nhng dp ny v to ra thm nhng tri nghim c bit cho khch.

RESERVATION-VIC T CH TRC
Always confirm the reservation time, name, number in party, date and day.
Lun xc nhn thi gian t ch trc, tn, s ngi tham d, v ngy n.

Ensure that all pertinent information is clearly noted on comments line.

m bo rng tt c cc thng tin cn thit c ghi nhn r rng .

Ask the caller for the birthday persons name. Make sure it is the correct spelling. Never
assume you know how to spell it. Yu cu ngi gi tn cho bit tn ca ngi c ngy sinh nht. Hy chc chn rng tn ng chnh t. Khng bao gi gi nh rng bn bit nh vn tn ca khch.

Be sure to repeat back any special information and procedures you and the guest have
planned. Lun lp li bt k nhng thng tin c bit no v nhng quy nh m bn v khch cp. RESERVATION CONFIRMATIONS
XC NHN LI THNG TIN T CH

Every reservation is confirmed for the next day. This should be started in the morning and continued throughout the day by the reservationists. Confirming reservation is critical to ensure a consistent level of business. It allows us to fill spots that have been cancelled. Mi thng tin t ch c xc nhn cho ngy hm sau. iu ny nn c bt u vo bui sng v c thc hin tip tc trong sut c ngy bi nhn vin t ch. Vic xc nhn t ch l rt quan trng m bo s nht qun v ph hp trong vic kinh doanh. N cho php chng ta lp y nhng thng tin t ch b hy. LARGE PARTIES
NHNG BA TIC LN

You must get a credit card to guarantee all tables of 7 or more. After sending or faxing the guest, make sure that you make a note in the open table system.
Bn phi nhn c mt th tn dng m bo s lng t ch t 7 bn hoc nhiu hn. Sau khi gi email hoc fax cho khch, hy chc chn rng bn ghi ch thng tin trong h thng bn ang trng.

A credit card is required to hold tables of 7 or more- would it be possible for me to get a fax nUmber so that i can fax you a reservation guarantee sheet?
Th tn dng c yu cu khi s lng t ch t 7 bn hoc nhiu Ti c th c bit s fax ca ng/ B/Anh /Ch ti c th fax cho ng/ B/Anh/Ch giy m bo t ch trc?"

Your reservation is not confirmed until we receive your guarantee.

Thng tin t ch ca ng/ B/Anh/Ch s khng c xc nhn cho n khi chng ti nhn c s bo m ca ng/ B/Anh/Ch. "

RESERVATION-VIC T CH TRC
We ask that you call to confirm your reservation the day before, and that if you need to cancel you give us at least 24 hours notice.
Chng ti yu cu ng/ B/Anh/Ch gi in xc nhn vic t ch trc mt ngy, v nu ng/ B /Anh / Ch mun hy b vic t ch, xin ng/ B/Anh/Ch hy thng bo cho chng ti bit t nht trc 24 gi.

WHEN YOU CANT FIND THEIR RESERVATION

KHI BN KHNG TH TM THY THNG TIN T CH TRC CA KHCH.

Always be polite with every customer, even if you suspect they are being less then truthful with you.
Lun lun lch s vi mi khch hng, ngay c khi bn nghi ng h khng thnh tht lm vi bn.

Stay calm and courteous and take them through the following steps, after you have checked the book carefully, at all times during that meal period.
Gi bnh tnh v lch s v thc hin cc bc sau y, sau khi bn kim tra s sch mt cch cn thn, tt c cc thi gian cc ba n trong ngy.

Could it be under another name?

Thng tin t ch c th c t di mt tn khc

Could it have been another day, perhaps, or at another time?

C th s t ch vo mt ngy khc, c l, hoc vo mt thi gian khc?

Do you have your reservation number?

ng/B/Anh/Ch c s t ch khng?