Module Two Unit 1 Reserving Seats餐位预订.pptVIP

Unit One Reserving Seats Eating out is rather popular in the USA. And it is often necessary to make a reservation. You will sometimes see short queues of people waiting for tables at restaurants. Its more pleasant to wait in the bar, of course, if there is one-but there queues more quickly. Reservation Book Number of covers Name of customer Date Time Special Requirement Contact telephone number Telephone reservation电话预定 Rreservationist is the first people who contact with the customers. 预订是与客户第一个接触 ！ The primary goal of the reservationists is to fill the dining room to capacity while staggering the timing of the seating to ensure the best service from the kitchen and dining room staff. 预订人员的主要目标是增加餐厅入座率,错开客人上座时间，确保餐厅服务员及厨房能为客人提供更好的服务。 The steps to table reservation 预订服务程序 Receive a reservation Greeting Take a reservation Ask the guest about the information of the table reservation. Confirm a reservation How to receive a telephone reservation接听电话技巧 Answer within 3 rings, give greeting ３声内接听，问候客人 铃响三声之内接起电话。使用标准服务用语， “Good morning/afternoon/evening. This is ***Restaurant. ** speaking. May I help you?”(早上好/午安/晚上好！**餐厅，我是**。请问有什么可以为您效劳？)  超过三声应向客人致歉， “Sorry to have kept you waiting.”(对不起，让您久等了。) 尽量不要让客人空等电话。 Waiting time 17 s 让客人等待时间不得超过１７秒 需要查询时，询问客人是等候还是在特定时间打回电话 “Please hang on a minute. I’ll check it for you.” (我帮您查一下，请稍等。) “Would you like to wait a moment or let me call you back later?”(请问您是稍等，还是待会儿我打回电话给您？) 信息记录完成后向客人复述一次， “May I repeat your orders for you?” (我重复您的订单好吗？) 然后请客人确认，并再次询问客人还有什么补充的 “Is there anything else? 听不懂或者听不清时，应请客人重复， “I beg your pardon?” (请再说一次。) “Sorry, can you repeat it?” (抱歉，请您再说一次。) 或者请经理来听 “Could you wait a moment? I will ask our manager to talk with you.” (您稍等好吗？我请经理来和您谈。) 千万不要瞎猜，以免误会客人的意思。  接打电话时要保持正确的姿势，集中精力回答电话，不能一边吃东西一边讲话；说话的时候要慢而清晰，并始终保持微笑。 通话结束，无论是否达成预定都应礼貌地向客人致谢， “Thank you for calling. We look forward to having you with us.” （谢谢您致电本店，希望能够再次为您服务！） Checklist of reserva