Page 25 - Marchetti Cafe Manual eBook April 2018
P. 25
ANSWERING THE PHONE
The phone at Marchetti will be answered within three rings. It is important that
the phone is answered with a smile in your voice, in a professional and positive
manner. Remember this interaction may form the guests first impression of the
venue.
The nearest available person will answer the phone.
If you are answering the phone, be sure to have the appropriate tools for taking
a call e.g. pen and paper.
When answering the phone be sure to have a smile in your voice: although they
can’t see you, they can hear your smile. Be happy, clear and confident.
When you answer say: “Thank you for calling Marchetti. This is Kylie”. Of course
only say Kylie if Kylie is your name.
Saying your name personalises the call helping to make a connection with the
guest. We always say our name last, making it easier for the guest to remem-
ber.
Never show frustration or sound like you are too busy to take their call (even
when you are) and be patient. When language barriers are apparent, speak slow-
ly, clearly and at an appropriate pace.
End the call on a friendly note, use their name and be sure to say thank you.
“Thank you for calling Mr. Davis. We look forward to seeing you soon.”
When taking messages ensure you write down the following information:
• Name of the caller
• Who the message is for
• Phone number
Ensure spelling is correct and confirm the telephone number with the caller.
Most importantly: ensure the right person receives the message as soon as pos-
sible.
RESERV A TIONS
Marchetti does not take reservations. Any requests for reservations will be han-
dled with genuine care and empathy.
If someone wants to make a reservation, apologise and let them know that the
venue does not take reservations. Convey empathy in your tone and use of
words. Assure the guest that we should be able to seat them relatively quickly
when they arrive.
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