HOW TO RECEIVE A RESERVATION 怎样接受预定 GUEST EXPECTATION: 客户期望： I expects the staff to take the reservation in a friendl y manner, that the details are taken correctly and to ensure I am thanked for my reservation 我期望员工能以友好的态度来做我的预定，并正确记录下 内容，确保对我的预定表示感谢。 STEPS 步 骤  Pick up the telephone.  拿起电话  Answer the telephone within 3 rings.  电话在 3 声之内拿起  Greet the guest.  问候客人 With a friendly and smiling voice, say 声音要友好 Good Morning/Afternoon/Evening, lobby Lounge ,XX s peaking. how may I help you?”/How may I assist yo u?’ 微笑说：“早上好 / 下午好 / 晚上好， 这里是大堂酒廊， 我是 XXX ，有什么可以帮您的？” Take a reservation. 做预定  Take down all the relevant information in a courteous manner:  记录所有的预定内容： @ Reservation name. 订位名称  @ Number of guests. 客人的数量  @ Arrival date & time. 到达的日期、时间  @ Special request (occasion). 特别要求  @ Name of the caller, date and time 来电者的姓名，日期，时间。  @ Contact telephone number. 联系电话。 Repeat the reservation to the guest. 重复预定  Say ”May I repeat your reservation Mr./Mrs./Ms. XXXX ?”  (Repeat all the information). 向客人重复预定：“我可以重复您的预定吗？ XXX 先生 / 女士” Thank the guest (by name) for calling and “wishes a pleasant day”.  并要感谢客人的来电并祝愿客人。 Confirm the reservation with the guest on the arrival day. 客人抵达时确认预定  Waiter/tress or Hostess is to confirm the reservation in the morning between 09:00 and 11:00 hours.  服务人员或领位确认预定在上午 9 点 ---11 点。  Say “ we are looking forward to your arrival”  “ 我们期待您的光临！” Summary questions 总结  Why should the phone be answered within 3 rings?  1. 为什么要在铃声响三声之内接起电话？  Why do you pick up the phone with a smiling & friendly voice?  2. 为什么要面带微笑以一种友好的方式接听电话？  Why do you use your name?  3. 为什么要在电话中报出自己的名字？  Why do you need to repeat the reservations?  4. 为什么需要重复预定？  Why do you need to be courteous?  5. 为什么需要很有礼貌？  Why do have to write down all the information?  6. 为什么需要记下所有的信息？  Why do you need so much information?  7. 为什么需要这些信息？  Why do you need the callers’ name?  8. 为什么需要留下电话预定者的名字？ Why is this task important for you and our guests? 为什么这个课题对你和客人很重要？ Answers: 答案：  To maximize the guest satisfaction  使客人的满足感最大化  To ensure the guest is not disappointed upon arrival because details are not corr ect  确保当客人抵达时不会因为记错细节而使客人失望  To ensure the restaurant operation can handle the guest volume/business for th at meal period so every guest will have a good experience  确保客人在餐厅营业时间内可以处理商务，以确保客人用餐愉快