Greet Callers Warmly:
o
The telephone must be answered within the three (3) first rings.
o
Identify your department and introduce yourself by name.
o
Announce: “Good morning / Good afternoon / Good evening In Room
Dining, (according to the time of the day), this is (name of the order taker),
may I assist you Mr./Mrs./Miss” followed by the name of the guest according to
the data digitally displayed by the phone system (if available).
o
Use good telephone etiquette.
Ask the guest for their names and Room number:
o
Even if your digital telephone system displays the guest’s name
and room number, confirm that you are talking to the registered guest.
o
Write down the order clearly in the order book and note the time
of call and the room number.
Check the billing instructions of the guest:
o
Do a room enquiry on the POS ( Point of Sale) machine and check
the billing instructions entered for this guest by the front office team.
o
If the guest is on Cash Only list, then politely explain that the
guest will have to pay for order when it is delivered.
o
If the guest is not on cash list then take the order without
discussing the method of payment.
Use Suggestive selling:
o
Always update your knowledge of the hotel’s activities &
promotions, both current and upcoming
o
Study the menu thoroughly : you must learn and remember the
contents by heart
o
Double-check with the kitchen what the daily specials are.
o
Check which accompaniments are available and appropriate.
o
If the guest seems hesitant or needs suggestions, try to find out
what type of food she/he likes, e.g., beef, pork, poultry or seafood
o
If the guest announces only main dishes, try to suggest a starter
and ask: “May I suggest our special avocado cocktail as your starter,
Madam/Sir?” and/or “Would you care for any wine to go with your meal?” (the
possible combinations for any eventual suggestion are to be provided by the
Executive Sous Chef)
o
Suggest the most popular and profitable dishes, according to the
/menu Engineering Report.
Take Orders:
o
Pay attention to orders, and know the menu thoroughly.
o
Ask questions to find out the guest’s choice or preferences for
service, such as how he or she would like an item cooked or prepared (
eg: medium rare, “on the rocks etc)
o
Ask the guest for his or her choice of salad dressings and for any
special requests such as fat-free preparation. Etc.
o
Write down all information’s clearly. Highlight special requests.
o
Ask how many guests will be eating and note down the number on the
guest check. As this will help the waiter to set the tray/ cart with the
appropriate numbers of cutleries and crockeries.
Time control system:
o
A time control system takes place as soon as the telephone order
has been taken.
o
Approximate delivery time is given to the guest according to this
time evaluation system established by the Outlet Manager and the Executive
Chef.
o
A timer is set for the given amount of time. If the order has not
been sent up by this time, a call must be placed to the guest to apologies and
re-evaluate the delivery time. Similar follow-ups must be systematically
performed.
Reconfirm the order:
o
Politely read the order back to guests and repeat all details.
o
Tell guests the approximately how much time it will take to
deliver the order.
o
Thanks the guest and only disconnect the line after the guest had
hanged up the phone on the other side.
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