GEN-0002 Page 1 of 4

STANDARD OPERATING STANDARD OPERATING

PROCEDURE PROCEDURE
TASK: HOW TO RECEIVE A RESERVATION
TASK NUMBER: GEN-0002
DEPARTMENT: F&B - General
DATE ISSUED: April 6, 2012
GUEST
EPE!TATI"N:
I expects the staf to take the reservation in a friendly manner, that
the details are taken correctly and to ensure I am thanked for my
reservation
TIME T"
TRAIN:
30 minutes
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An&0er&:
1. To maximize the guest satisfaction
. To ensure the guest is not disappointed upon arrival !ecause details are not
correct
3. To ensure the restaurant operation can handle the guest volume"!usiness for
that meal period so every guest #ill have a good experience
STEPS 1"#2 STANDARDS TRAINING 3UESTI"NS
14 $ick up the telephone. %ns#er the telephone #ithin 3 rings.
1. &hy should the phone !e
ans#ered #ithin 3 rings'
24 (reet the guest. &ith a friendly and smiling voice,
say
)(ood *orning"%fternoon"+vening,
*onsoon,
,,,, speaking, ho# may I help
you'-
1. &hy do you pick up the
phone #ith a smiling .
friendly voice'
. &hy do you use your name'
54 Take a reservation.
Take do#n all the relevant
information in a courteous manner/
0 1eservation name.
0 2um!er of guests.
0 %rrival date . time.
0 3pecial re4uest 5occasion6.
0 2ame of the caller, date and time.
0 7ontact telephone num!er.
1. &hy do you need to !e
courteous'
. &hy do have to #rite do#n
all the information'
3. &hy do you need so much
information'
8. &hy do you need the callers9
name'
:. &hy do you need to have the
GEN-0002 Page 3 of 4
caller phone num!er'
64 1epeat the reservation to
the guest.
3ay -*ay I repeat your reservation
*r."*rs."*s. ,,,, '- 51epeat all the
information6.
Thank the guest 5!y name6 for
calling and )#ishes a pleasant day-.
1. &hy do you need to repeat
the reservations'
. &hy do you need to thank
the guest'
74 7on;rm the reservation #ith
the guest on the arrival day.
&aiter"tress or <ostess is to con;rm
the reservation in the morning
!et#een 0=/00 and 11/00 hours.
3ay ) #e are looking for#ard to your
arrival
1. &hy do you need to con;rm
the reservation'
. &hy do you say you are
looking for#ard to the
guests9 arrival'
N*0 a&( '$e 'rainee '* pra8'i8e '$e 'a&( +r*) &'ar' '* en- '* 'e&' 8*)pe'en8%9
S,))ar% :,e&'i*n&:
1. &hy should the phone !e ans#ered #ithin 3 rings'
. &hy do you pick up the phone #ith a smiling . friendly voice'
3. &hy do you use your name'
8. &hy do you need to repeat the reservations'
:. &hy do you need to !e courteous'
>. &hy do have to #rite do#n all the information'
?. &hy do you need so much information'
@. &hy do you need the callers9 name'
=. &hy do you need to have the caller phone num!er'
10. &hy do you need to thank the guest'
11. &hy do you need to con;rm the reservation'
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1. &hy do you say you are looking for#ard to the guests9 arrival'
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