Title Page
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Conducted on
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Prepared by
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Location
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Phone answered within 3 rings
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Hold time does not exceed 2 minutes
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Agent introduces them self during initial greeting
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Agent uses your name during call
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Agent has phone smile
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Agent avoids dead space and has a pleasant, non-monotonous tone of voice
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All Ritz-Carlton restaurants must take reservations
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Agent books the restaurant reservation and must minimally Be knowledgeable about restaurant outlets
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o Location | Dress Code, if applicable | General Menu
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Ask for date and time of reservation
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Ask for number of guests
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Ask if you are celebrating a special occasion
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o Agent responds appropriately to your response
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Ask about preferences (e.g. seating indoor/outdoor) or dietary restrictions (e.g. vegetarian, low sodium, food allergies)
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Attempt to up-sell (e.g. pre-order specialties like soufflé or celebration cake)
Agent confirms for the following information
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Guest name and spelling
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Time and date of restaurant reservation
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Number of guests in the party
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Number of children in the party, if applicable
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Offer further assistance to the guest (“Is there anything else I may assist you with?”, “Please let us know if there’s anything we can do to make your stay more enjoyable”,
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Demonstrate appreciation (e.g. “Thank you,” “We look forward to welcoming you,” “It was a pleasure”)
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Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)
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Mention own name at any time during encounter
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Employees are expected to provide a service experience that positively influences emotional engagement
