Telephone etiquette l Answering phone in a restaurant

The food server
Channel Name: The food server
Hello everyone,
Welcome to The food server, In this video, you are going to learn essential topic of communication skills telephone etiquette and manners in hotel and restaurant that one must exercise right for greeting to ending a call. Speaking over the telephone professionally is very important as your style of speaking and voice represent the company you are working with.
what are you going to learn
Telephone etiquette | Answering telephone in a Hotel | Restaurant
1-Answering promptly
Answer the phone within 2 to 3 rings
using a warm and friendly tone.
Greet the guest properly
Begin with a standard greeting according to the time
Good morning/Good afternoon /Good Evening
Introduce your location
in case of external call mention your property name and for the internal call recite your outlet names
Introduce yourself
This is David speaking
Offer assistance
How may I assist you?
In a word
Good afternoon ABC Hotel This is David speaking
How may I assist you?
For internal call
Good morning in room dining this is John speaking how may I assist you
Good evening ABC restaurant this is John speaking how may I assist you
Smile while speaking—it makes your voice more welcoming.
2-Be an active listener
Listen carefully without interrupting.
Take a note clearly by written with time and date
Speak clearly and repeat the detail for accuracy
Use simple, professional language like-certainly, absolutely
Avoid slang or informal speech. Like -hello, yes tell me
3-Hold properly
If you feel you need to keep the caller on hold, ask permission before placing on hold:
For example:
"May I place you on hold for a moment?"
Start your speech with thanks when you are ready to answer
such as :
Thank you for your patience, I am glad to say that, your customize food order will take one and half an hour to prepare, is it fine for you?
4-Transferring a call
You might receive a request to transfer the call to different outlet such as-
could you please transfer my call to spa or telephone operator?
If any guest request to transfer a call, take time from them and place on hold asking permission.
Afterward, call that particular department and let them know a guest is on waiting to be connected with you, may I transfer the call! Getting the positive response of them transfer the guest call.
If you could not connect to the concern department, take the message and forward afterword’s.
5-Handling complaints
You might receive a complaints regarding food in any time from the hotel in house guest or from outside guest via telephone. Handling a complaint effectively is crucial for maintaining guest trust and satisfaction
Listen to the guest in full detail
Show your full attention and listen to them whatever they want to say
Empathize the guest
I completely understand your feelings at this time
Apology to the guest
I Apologize for the inconvenience.
Resolve the issue
Tailor the solution based on the situation.
Some common options are :
Replace the item
May I replace the food with newer one as per your preference of cooking style ?
Provide discount
A certain percentage of discount could be offered. like 10% of the food bill
Offer a refund
If it is out of your hands, involve your manager and he
may remove the amount from the invoice to refund.
No compensation accepted
Some time guest may not accept any compensation ,in this case offer some dessert from the buffet restaurant or small sliced fresh fruit cut to make the Guest satisfied
Collaborate the message
After solving the issue, register guest complaints in your organization's digital or analogue record-keeping system as well as collaborate with your management and colleagues.
6-Closing the Call
Repeat the summery of the conversation
Mr. John may I repeat your order, you have ordered for a grilled salmon with steamed veg and mashed potato on the side along with lemon butter sauce. And a glass of white wine. It will take 35 to 40 minutes to reach your room.
Mr. David, as per conversation over phone you have reserved a table for 10 pax for tonight, it will be a family diner and the arrival time is 7 pm. hope to see you soon.
Thank the guest to call your hotel or outlet and wait to hung up the call from the caller side
Thank you for calling ABC hotel . Have a great day.
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