Food and Beverage Services NC II (Practicum No. 1: Taking Table Reservation)

 Steps:

1. Read your Module on Taking Table Reservation.

2. Watch the sample video on Taking Table Reservation

3. Write your own script for taking table reservation.

4. Make your own video of taking table reservation using your own script.

5. Upload your video to our FB Group Home Economics 11

Taking Telephone Table Reservation

1. Greet the caller as per time of  the day.
2. Introduce your name and the name of the Hotel.
3. Make sure that you sound friendly over the phone. Smile!
4. Get the name and other contact information of the caller like address and telephone number
5. Get the detail of the reservation. Take note of the date and time of reservation.
6. Make sure that you sound polite when asking questions.Always use "please" or "May I".
7. Ask for the no of seat for the reservation.
8.  Ask the caller for any special request. (Koshier, Halal etc)
9.  Upsell new or non-moving  products and services.
10. Get  the caller's preferred mode of payment. Is  it cash,card or check payment.
11. Summarize and verified the caller's reservation details.
12. Offer further assistance to make sure everything is taken cared off.
13. Thank the caller for having business with the Hotel, they are the life and blood of your business.

Taking Telephone Table Reservation (Sample Script)

Receptionist: Good morning! Thank you for calling Grand Hotel. My name is Ana how may I help you today?

Caller:  Hi! I would like to book a table reservation.  

Receptionist: I will be happy to assist you with your reservation. May I have your name please?

Caller: Yes. My name is Mary Gomez.

Receptionist: When would you like to book your reservation Ms Gomez?

Caller: Tomorrow February 14, 2022 at 7pm.

Receptionist: A table for how many persons please?

Caller: A table for 2.

Receptionist: Do you have any special request?

Caller: No

Receptionist: Since it’s Valentines’ Day tomorrow, we offer special heart-shaped cake for only $100 would you like to order one?

Caller : Yes please reserve one cake for me.

Receptionist: May I have your contact number please?

Caller: Yes, That's 0922-111-2222

Receptionist: May I also have your address please?

Caller: Yes, That’s 1^st Avenue, Mountain Village, Angels City.

Receptionist: How would you like to settle your bill tomorrow Ma’am? Are you going to use check, card or cash?

Caller: Cash payment please.

Receptionist: All right Ma’am. Let me just verify if I got all the information correctly. I have reserved a table for two tomorrow, February 14, 2022 at 7 in the evening. I also reserved one heart-shaped cake that cost $100. This reservation will be under your name, Ms. Mary Gomez. Your contact number is 0922-111-2222 and your address is 1^st Avenue, Mountain Village, Angels City. Is that correct?

Caller: That’s correct.

Receptionist: Is there anything else that I may assist you with?

Caller: That would be all. Thanks.

Receptionist: Thank you for having business with us. Have a nice day!

Taking Telephone Table Reservation Rating Checklist

1. Did the student greet the caller?_____
2. Did the student introduce his/her name and the name of the Hotel?_____
3. Did the student sound friendly and enthusiastic?______
4. Did the student get the name and other contact information of the caller?______
5. Did the student note the date and time of reservation?______
6. Did the student sound polite when asking questions?_______
7. Did the student ask for the no of seat for the reservation? _______

8. Did the student ask the caller for any special request?________
9. Did the student upsell products and services?________
10.Did the student get the caller's preferred mode of payment?________
11. Did the student summarize and verified the caller's request?_______
12. Did the student offer further assistance?_______
13. Did the student thank the caller for having business with the Hotel?________

*Total score divided by the no of items (13) multiplied by 100
Ex. Score 12   12/13=0.92     0.92x100= 92.30 Round off = 93