TELEPHONE ETTIQUETTE & RESERVATION
➢ The telephone answered within 3 rings or 10 seconds with an appropriate greeting. e.g. Good Evening, Capricourt restaurant, Maria 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 requirements
RESTAURANTS
➢ Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or counters. ➢ We will seat guests thoughtfully for maximum comfort and privacy, and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated.
➢ We will speak with guests calmly and discreetly, not
interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal. ➢ Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service.
➢ We will knowledgably and enthusiastically describe our foods and drinks, with special pride in regional specialties and signature dishes; reasonable special requests will be graciously accommodated
➢ Whenever a guest has accepted our recommendation, the colleague giving the recommendation will show sincere interest and return to ask how they enjoyed it
➢ When wine assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly at different price points with helpful descriptions
➢ We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy.
➢ In upscale and Ch inese restaurants, we will escort departing guests through the restaurant’s doors, offering gracious words of appreciation and where appropriate, the local gesture.
➢ When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level.
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