Samba Restaurant Handbook

➢ Any Lost & Found items should place in the plastic and handover to housekeeping Lost & Found in-charge

Telephone Etiquette & Reservation

➢ The telephone answered within 3 rings or 10 seconds with an appropriate greeting. e.g., Good Morning, Samba Restaurant, Ana speaking how may I assist you? ➢ Obtain the guest's name and use the caller's name at least once during the conversation. ➢ Obtain the number of people dining, the dining time and the telephone/room number ➢ Repeat and confirm the details ➢ End the call by offering a warm and sincere closing. ➢ Asked the guest if the reservation was for a special occasion and if the caller had any special dietary requirement ➢ The telephone answered within 3 rings or 10 rings with an appropriate greeting e.g., samba

Problem Handling & Resolution:

It is important that our colleague is well equipped in terms of knowledge and skills when handling guest complaints. Each colleague must understand the Shangri-la approach and implement the guidelines. Our response to each guest’s complaints is very critical and it will determine our skill in terms of customer service.

Customer Service Recovery

Offer a Sincere Apology.

Review and Understand the Complaint.

Fix the Issue.

Follow Up with the Client. Document the Incident.

➢ Consistently Communicate with Your Team.

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