Guests have a positive first impression of the outlet when making a reservation.
POLICY
When a reservation is requested in an Accor Restaurant the taking of the reservation is in a consistent and friendly manner.
PROCEDURE
Phone Reservation
• Telephone to be answered within three (3) rings with standard greeting in a polite manner.
Refer to ‘Telephone Etiquette’ Policy FB-01-05.
• Details to ask from the guest and record in the reservation book or electronic system:
Name
Contact phone number or room number (if in-house guest)
Number of guests
Any special requirements (including allergies or dietary requirements).
Time and date of reservation
If the guest has dined with us before
Is the guest a member of Advantage Plus
• Reconfirm all details with the guest and inform the guest about the menu options (buffet or a la carte).
• If the time requested is unavailable, suggest alternatives applicable to the hotel, such as: different time, different outlet, room service, different day.
• If a reservation is received from another method (e.g. email, fax or via another department) the reservation is to be confirmed with the guest in a timely manner.
Taking a Reservation And Booking
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