Information
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Property Name:
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Conducted on
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Audited Conducted by:
RESTAURANT - RESERVATION
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Enter Agent Name:
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Enter Restaurant Name:
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Reservation agent follows phone etiquette: <br><br>- phone answer within 3 rings<br>- hold time does not exceed 2 minutes<br>- agents introduces them self<br>- agent use guest name<br>- agent has a phone smile<br>- agent avoid dead space
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Reservation agent asks all required questions to meet standard:<br><br>- ask for date and time of reservation<br>- ask for number of guest<br>- ask if celebrating a special occasion <br>- ask about preference e.g. Seating indoor/outdoor or dietary restrictions<br>- attempt to up-sell
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Reservation agent confirms information:<br><br>- guest name and spelling<br>- time and date of restaurant reservation<br>- number of guests in party<br>- number of children in party
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Reservation agent provides a fond farewell (three steps of service):<br><br>- provide fond farewell e.g. Have a nice/pleasant stay<br>- offer additional assistance<br>- mention own name at any time during encounter
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Reservation agent uses appropriate verbiage and is "on Stage":<br><br>- use appropriate verbiage e.g certainly, my pleasure, immediately, I would be happy to<br>- exhibit a "phone smile" throughout conversation <br>- employee engages in a warm conversation to connect to your emotions
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Reservation agent enhances emotional engagement (positive):<br><br>- confident<br>- integrity<br>- pride<br>- passion<br>
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Reservation agent enhances emotional engagement (negative):<br><br>- confident<br>- integrity<br>- pride<br>- passion
