1The Front Door - Chapter 4Presented byMargie Ferree JonesFirst Impressions/Moment of Truth• The Parking Lot• The Front Door• Warm and Welcome Relationship with Guest starts with:– how the reservation is taken– initial greeting at the door– manner in which they are seated– how staff accommodates special requestsReservations• May be the first contact with the restaurant• Are not always taken at the host stand– Ritz Carlton example• Could be taken on the Internet/Fax2Phone Etiquette• Proper Manners are critical– May vs. Can• Demeanor is important– Smile when talking on the phone• 3 ring rule• Standardized Greeting– time of day– name of establishment– name of person answering the phonePhone Etiquette• Properly Putting Guests on Hold– Ask first then wait for reply– Offer to return call if long period of time is expected– When a caller asks to speak to someone at the establishment ask who may you say is calling.– Use guests’ names where possibleKeep a “Black Book” • Tracking Repeat Customers habits will make them want to return more often.• “Regulars” get the best tables when possible.3Why Reservations Are Useful• They help with forecasting of:– staffing– purchasing– menu planning – cost estimates• Reservations allow the dining room to be filled to capacity staggering guests to accommodate the dining room staff and kitchen.Why Reservations Are Useful• When guests travel long distances to get there, they want to be sure there is a table• Having an estimated cover count in advance helps with planning of logisticsReservations for Efficiency• Count chairs as well as tables when considering reservations– Deuce big enough for three people?• Goal is to accommodate as much business as the staff can handle– Write the time and the number of “covers” in advance. » 5:30 2-3 Smith 685-2255 Tbl. 234Reservations for Efficiency• Write reservations (name and time) on to floor plan before service– Helps see “incremental flow” of dining room – Traffic Chart for Kitchen helps them plan for rushesTiming in the Dining Room• “Average Residence Time”– menu– number of covers– style of service– type of credit– time of day– ambiance of restaurant– Note: Large parties take longerReservation Systems• Use pencil• Mark cancellations• Have a copy of server station layout• Host should look confident• Always consider number in party and time of reservation together5Reservation Concerns• Overbooking– Too big a risk– Want to maximize capacity of dining room without turning people away• Special Request– Honor when you can – To promise is dangerous• Special Table Request– surcharge, if availableReservation Concerns• Birthdays and Anniversaries– Always note occasion in Reservation book– Cakes should come with contracts– Writing on plate in chocolate is more flexible• Special Request– Honor when you can – To promise is dangerous• Special Table Request– surcharge, if availableGroup Reservation Concerns• Group Reservations– Large Group equals 10 to 20 % of seating capacity– Book early or late– Set menu– Pre-select wines– printed menus– gratuity plan– deposits and guarantees6Reservation Concerns• No Shows – Reconfirm the day before or day of event– Change in initial request might increase chance of no-show – Call the day after to make sure reservation was recorded properly• Deposits– Amex Reservation Program–