Practicum No. 2 Taking table Reservation

 

Food and Beverage Services NCII

Practicum No. 2

 

Name: _______________Year and Sec: _______________         Date: __________________

 

I.          Introductory  Concept

Have you ever booked a table reservation in a hotel? How did you process it? There are so many ways to book table reservation in a hotel, it can be done through face-to-face transaction, thru email, chat, social media messengers, thru the hotel’s website and many more. One of the easiest ways to book a reservation is thru telephone call.

In this lesson, you are going to learn how to process table reservation thru telephone call.

 

II.          Learning Skills from CG

LESSON 1: PREPARE THE DINING ROOM/RESTAURANT AREA FOR SERVICE (AS)

LO 1. Take table reservations

III.          Activities

A.     Read and understand the following:

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 number of seats/number of guests 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.

 

Sample Telephone Reservation Call

Taking Telephone Table Reservation

 

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 1st 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 1st 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!

 

                                  

Grand Hotel Reservation

Name of guest: ______________, __________________

                              First Name            Last Name

Contact Number:_____________ Email Add:__________

Date of Reservation: ______________________________

No. of guests: ____________________________________

Special Request: __________________________________

Additional product order (Upsell): ____________________Quantity: _________

Mode of Payment: Cash_______ Check:___________ Card:__________

 

 

 

 

          

  B. Test your learning. Directions: Write the word TRUE if the statement is correct, write the word FALSE if

        the statement is incorrect.

       1. In taking reservation call always introduce name and the name of the restaurant.

       2. It is ok to frown when taking reservation call because the caller will not see you anyway.

       3. Always be polite in handling telephone reservation call.

       4. The guest’s contact information must never be recorded.

       5. Always review the information in the reservation form to make sure you got all the information correctly.

 

C. Practicum

     Steps:

1. Read your Module on Taking Table Reservation.

2. Watch the sample video on Taking Table Reservation

    Click the link below or watch the video on our FB group.

    https://youtu.be/zlp-b1S3BGk

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

 

D.  Answer the following questions briefly. Write your answers on a separate paper.

     Submit your answer together with this form on the scheduled distribution and retrieval of modules.

     1. Why is it important to introduce the name of the restaurant when taking reservation call?

     2. Why do you have to smile when taking phone call? How does smiling affect  your voice over the phone?

     3. Why is it important to get the guest’s contact information?

     4. Why do you have to upsell restaurant products or services?

     5. Why do you have to verify all the information in the reservation form before ending the call?

 

IV.          Rubrics:

Taking Telephone Table Reservation

 

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

                      

Reference:

https://shsfbslessons.blogspot.com/2021/10/food-and-beverage-services-nc-ii.html

https://youtu.be/zlp-b1S3BGk

 

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