Webinar/Podcast
Taking Phone Reservations: How to Project Confidence, Competence and Genuine Hospitality
As restaurant dining rooms are opening up with limited seating, many restaurants are taking reservations by phone for the first time.
How these phone calls are handled will create either a positive or negative first impression - of your ENTIRE restaurant. Is your staff trained to assist your guests in a friendly, welcoming and competent manner so these first impressions are overwhelmingly POSITIVE?
This webinar is designed for staff members, trainers and managers, anyone who could be taking phone reservations. They'll receive practical ways to make guests instantly feel welcome, appreciated and confident they made the right choice in selecting your restaurant.
What your people will learn:
- How to make a positive first impression by taking reservations with confidence and genuine hospitality
- The importance of smiling- and how it affects guest perceptions EVEN ON THE PHONE
- Understand the role that hospitality plays in the conversation and how the words you choose, the tone of voice and even your posture and facial expressions will influence your guests' reservation experience
- Specific ways to be perceived friendly, reassuring and caring so that guests feel important, appreciated and well-served
- How to avoid saying "no" and provide guests with options instead
About the Presenters:
Kelli Laube
Kelli Laube has worked for RestaurantOwner.com since 2011. She has a passion for coaching, training and watching people grow more confident and successful in their jobs. Kelli began her hospitality career as a server and trainer at Jupiter Pizza and Waffle Co. She has seen first-hand how providing genuine hospitality with appropriate body language, and emotional intelligence, consistently produces noticeably better guest experience outcomes. In 2019, Kelli became the Hospitality Director of Flight Restaurant Group in Memphis and was involved in the opening of two new fine dining restaurants. Since the Coronavirus outbreak in March, she has returned to RestaurantOwner.com full-time and looks forward to creating and delivering online training workshops and courses for restaurant greeters, servers and trainers.
Jim Laube
Jim is the founder and CEO of RestaurantOwner.com. He has a diverse 30-year career in the restaurant industry that includes various staff positions, manager, controller, CPA and advisor to hundreds of independents throughout the U.S. and Canada. Jim is a popular restaurant industry speaker and seminar leader whose clients include the National Restaurant Association, Pizza Expo, SYSCO, Food Services of America, Gordon Foodservice, the New York Restaurant Association, Walt Disney and Papa John's.
Related Resources:
Download the Slides
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Download the Greeter Stand Printout
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Download the Role Play Exercise
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Download the Vocal Tone Handout
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Attendee Questions & Comments
Question 1: How are you controlling the flow of guests into your restaurant?
Question 2: What reservation system do you use?
Question 3: Would you be interested in small group phone reservation training?
Other Comments
Questions
