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Standard Operating Procedure

XX
Company : XX Hotel Management Limited

Reference No.
FO-CON-18

epartment: Front Office epartmentConcierge

ate
!"1" 11 8

#itle: Re$ta%rant Re$er&ation

'age
1 1 'age 1 Of 1
Why is this task important for you and our guests?
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Answers $ %:
1. (e m%$t recommend nice re$ta%rant$ to o%r g%e$t$.
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!. (e can increa$e g%e$t $ati$faction.
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). emon$trate my profe$$ionali$m.
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*. + %nder$tand t,e importance of t,i$ $er&ice for o%r g%e$t$.
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#a$- . Re$ta%rant Re$er&ation
'age 1 of /
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WHAT / STEPS
78
HOW/ STA!A"!S
9 /7
Training #uestion$ How we ta%k
. :
10 Hotel Re$ta%rant re$er&ation
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Recommend Hotel Re$ta%rant$ to t,e g%e$t
fir$t.
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Hotel Re$ta%rant men%$ 1ill 2e a&aila2le and
%pon re3%e$t4 re$er&ation$ 1ill 2e made.
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5$ing a Re$ta%rant 6oo-ing 7,eet4 o2tain t,e
g%e$t8$ name4 n%m2er of people in t,e party4
time of re$er&ation and re$ta%rant name.
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Note all $pecial re3%e$t$.
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(,ic, re$ta%rant $,o%ld 2e recommended
fir$t9
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(,ere can + find t,e Re$ta%rant 2oo-ing
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(,at information do + need to ta-e9
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#a$- . Re$ta%rant Re$er&ation
'age ! of /
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WHAT / STEPS
78
HOW/ STA!A"!S
9 /7
Training #uestion$ How we ta%k
. :
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!0 O%t$ide re$ta%rant re$er&ation
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+f t,e g%e$t re3%ire$ recommendation$ a2o%t
o%t$ide re$ta%rant4 ma-e $%gge$tion$ according
to t,e g%e$t$ preference4 $%c, a$ location4
c%i$ine and $tar rating.
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Ho1 do + -no1 t,e g%e$t preference9
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)0 Recommendation
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#,e Concierge $,o%ld log onto t,e $y$tem to
$earc, t,e information.
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7elect a re$ta%rant and ad&i$e t,e g%e$t a2o%t
t,e re$ta%rant$8 feat%re$4 di$tance from t,e
,otel and 2%$ine$$ ,o%r$.
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+n order to 2etter %nder$tand t,e g%e$t8$ need$4
a$- 3%e$tion$ regarding nat%re of t,e meal4
type of c%i$ine de$ired and t,e location de$ired.
Confirm t,e re$ta%rant 1it, t,e g%e$t.
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(,ere can yo% $earc, for t,e information9
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(,at -ind of information do 1e need to get
from g%e$t9
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#a$- . Re$ta%rant Re$er&ation
'age ) of /
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WHAT / STEPS
78
HOW/ STA!A"!S
9 /7
Training #uestion$ How we ta%k
. :
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*0 Ma-e 2oo-ing
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Call t,e re$ta%rant and 2oo- a ta2le according
to g%e$t8$ re3%e$t.
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Note confirmation n%m2er or Order #a-er8$
name on t,e Re$ta%rant Card or a Hotel #a;i
Card and note t,i$ on t,e re$er&ation card.
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Confirm 1it, t,e g%e$t a2o%t t,e Re$ta%rant
6oo-ing and $end t,e Re$ta%rant card to t,e
g%e$t$8 room or ,and it directly to t,e g%e$t.
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(rite clearly and legi2ly on t,e Re$ta%rant
card and pro&ide all detail$ and completed
addre$$.
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(,y do 1e need to note t,e confirmation
n%m2er or t,e order ta-er8$ name9
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#a$- . Re$ta%rant Re$er&ation
'age * of /
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WHAT / STEPS
78
HOW/ STA!A"!S
9 /7
Training #uestion$ How we ta%k
. :
,
(,y i$ it important to note t,e e;act addre$$
all nece$$ary detail$ on t,e card9
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*0 >;tra $er&ice
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Offer tran$portation a$$i$tance.
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(,at tran$portation co%ld t,at 2e9
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#a$- . Re$ta%rant Re$er&ation
'age < of /
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Summary &uestions :
1. (,ic, re$ta%rant $,o%ld 2e recommended fir$t9
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!. Ho1 do 1e -no1 1,ic, e;ternal re$ta%rant$ $,o%ld 2e recommended9
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). (,at -ind of information do 1e need to get from g%e$t in order to ma-e a 2oo-ing9
& e" pqr\9 9
*. (,y do 1e need t,e confirmation n%m2er or order ta-er8$ name9
& e" \ 9
ow ask the Trainee to practice the who%e task from start to end to test competency'
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#a$- . Re$ta%rant Re$er&ation
'age / of /