Hotel booking process

Operator: Booker (waiter) prepares to greet ~ introduce ~ accept ~ repeat ~ thank you ~ inform 1. Preparation: ① Prepare pens and orders, and ask whether there are enough raw materials for each dish in the kitchen. ② Master the basic knowledge of dishes in advance: a. Be familiar with the flavor features and special dishes provided by the restaurant. B. know the origin of various dishes. C. understand the basic cooking methods of dishes. D. master the drinks with different dishes. E. master the cooking skills before serving. ③ Master the basic knowledge of drinks and wine in advance: a. Be familiar with the names and places of origin of various drinks provided on the wine list. B know the names, basic ingredients and preparation methods of various cocktails provided daily. C. understand the drinking methods and decorations of various drinks. D. be familiar with the inventory of various wines on the wine list. E. understand the characteristics and tastes of the wine that guests often order. F. Understand the basic preparation methods and serving methods of various wines. G. Be familiar with the names, tastes, producing areas, different wine glasses and service methods of all kinds of sweet wines on the sweet wine cart. Be familiar with the prices of various drinks provided by the restaurant. 2. Greeting: ① Greet the guests with standard polite expressions. If you call to make an appointment, you should pick up the phone within three rings. No matter whether the guests come to the hotel to order food or make a telephone reservation, the waiter should smile, introduce the situation to the guests in a very kind voice and answer the questions raised by the guests. 3. Introduction: ① The head office enthusiastically introduces the hotel features to the guests, such as cuisine, price, service facilities, environment, grade standards, charging items, etc. (2) Listen carefully to the questions raised by the guests, introduce them according to their questions, and be a good staff member of the guests, but never say "no", "no" or "I don't know". If it is really difficult to answer immediately at that time, you should apologize to the guest immediately, write down the contact number and name of the guest, and inform the guest at the same time. 10 minutes later. (3) When guests come to the hotel to order food, in addition to oral introduction, they should also provide actual information, such as providing menus and accompanying guests on field trips. 4. Acceptance: ① Be sure to ask clearly and write down the name, room number or unit, reservation date and time, number of guests, contact number, dishes, etc. (2) When ordering food, guests should be given enough time to think about it, and should not be urged. (3) Whether booking tickets in Chinese or foreign languages, the writing must be standardized and clear. (4) ask the guests if they have any special requirements for dining. ⑤ If you book a banquet, provide the guests with floor plan, menu, budget list, etc. ⑥ Charge 10% of the reservation fee to the reservation guest, and gently explain to the guest that this amount is only used to compensate the hotel loss when canceling the reservation. 5. Repeat: after consulting the guest without other requirements, repeat the reservation with a polite and enthusiastic tone to get the guest's confirmation. 6. Thank you: thank the guests politely and send them to the elevator. 7. Precautions: ① Inform the head waiter of the restaurant to make preparations before meals. (2) Inform the restaurant supervisor and chef of the special requirements of the guests. (3) If the reservation is made when the guest is away, the standardized reservation form should be sent to the relevant departments. (4) If the banquet is not booked in the local market, you should contact the guests again before the banquet for further confirmation.