STANDARD OPERATING PROCEDURE RESTAURANT RESERVATIONS TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: CON-0017 Concierge January 2005 I expect that hotel staff can recommend an appropriate restaurant to me and can assist with making my reservation 30 minutes Why is this task important for you and our guests? Answers: We must recommend nice restaurants to our guests We can increase guest satisfaction Demonstrate my professionalism I understand the importance of this service for our guests Task – Restaurant Reservations Page of WHAT / STEPS HOW/ STANDARDS 1) Hotel Restaurant reservation Recommend Hotel Restaurants to the guest first TRAINING QUESTIONS Which restaurant should be recommended first? Hotel Restaurant menus will be available and upon request, reservations will be made Using a Restaurant Booking Sheet, obtain the guest’s name, number of people in the party, time of reservation and restaurant name Where can I find the Restaurant booking sheet? What information I need to take? Note all special requests 2) Outside restaurant reservation If the guest requires recommendations about outside restaurant, make suggestions according to the guests preference, such as location, cuisine and star rating How I know the guest preference? 3) Recommendation The Concierge should log onto the Insider Concierge Guide to the City website or in the OPERA system to search the information Where can you search for the information? Select a restaurant and advise the guest about the restaurants’ features, distance from the hotel and Task – Restaurant Reservations Page of business hours In order to better understand the guest’s needs, ask questions regarding nature of the meal, type of cuisine desired and the location desired Confirm the restaurant with the guest WHAT / STEPS 4) Make booking HOW/ STANDARDS What kind of information we need to get from guest? TRAINING QUESTIONS Call the restaurant and book a table according to guest’s request Note confirmation number or Order Taker’s name on the Restaurant Card or a Hotel Taxi Card and note this on the reservation card Why we need to note the confirmation number or the order taker’s name? Confirm with the guest about the Restaurant Booking and send the Restaurant card to the guests’ room or hand it directly to the guest Write clearly and legibly on the Restaurant card and provide all details and completed address 4) Extra service Task – Restaurant Reservations Offer transportation assistance Why is it important to note the exact address all necessary details on the card? What transportation could that be? Page of Summary questions: Which restaurant should be recommended first? How we know which external restaurants should be recommended? What kind of information we need to get from guest in order to make a booking? Why we need the confirmation number or order taker’s name? Now ask the Trainee to practice the whole task from start to end to test competency Task – Restaurant Reservations Page of ... STEPS HOW/ STANDARDS 1) Hotel Restaurant reservation Recommend Hotel Restaurants to the guest first TRAINING QUESTIONS Which restaurant should be recommended first? Hotel Restaurant menus will be... reservations will be made Using a Restaurant Booking Sheet, obtain the guest’s name, number of people in the party, time of reservation and restaurant name Where can I find the Restaurant booking sheet?... Recommendation The Concierge should log onto the Insider Concierge Guide to the City website or in the OPERA system to search the information Where can you search for the information? Select a restaurant