STORYBOARD FOR A B2B CORPORATE ED-TECH COMPANY
THE BRIEF: The brief was to create a storyboard for a course targeted towards hosts and hostesses of a luxury hotel chain to train them in taking restaurant reservations.
THE CHALLENGE: The challenge was to create a storyboard that simplified the content enough for the learner to grasp the training pointers of the course but at the same time was engaging for the learner.
Personally, Having worked on storyboards for university education, the content for this course was far simpler and hence it was challenging to make it a higher level of interactivity without making the course longer.
So i chose limited interactivity in the form of text and icon animation, clicks and virtual facilitator.
PFA SCRIPT ATTACHED BELOW
Welcome to training module on “Take a restaurant” reservation.
The key learning objectives are:
Assist a guest with table reservation
Collect relevant information in an efficient and courteous manner
Know different phraseology for table reservation
Introduce you to different scenarios you may face while taking table reservation
In this module, we shall introduce you to the steps of table reservation.
Remember, there are 4 steps of table reservation process.
First being, Answering the call. Do note Telephone to be promptly answered with in 3 rings at the hostess desk.
Second step is to take the reservation. Let me introduce use to 3 W’s which would ensure you record all the relevant information.
First W Being Who Is Calling & For Whom is the reservation being made,
Second W answers the question on which restaurant is the guest looking for, their preferred date and time for reservation and how many guest would be there.
Third W helps us understand what is the event type and any guest preferences to be taken care of Example Dietary Preference, Seating Preference etc.
Ensure these details are entered in the Eco Billz
Next Step is to Personalize the conversation , ensure you use the Guest Name and Reconfirm the reservation and any preferences that the guest has mentioned.
Finally close the call by thanking the guest for choosing our restaurant.
we shall practice the 4-Steps of Table Reservation with different phraseology.
Remember to sound confident and courteous while receiving the call.
One can sound confident if s/he is well versed with the process, so lets practise the opening phrase.
Listen to the examples carefully.
You may receive the call by saying -
Good evening, Jamavar restaurant, I am Deepak, how may I assist you?
Or You may speak Good evening, This Is Deepak from Jamavar Restaurant, how may I assist you?
Another option would be , Good evening, Jamavar restaurant. Deepak speaking, how may I assist you?
Step 2 is to Take The Reservation using the 3 W Method
The first W covers who is calling and for whom is the reservation being made for. Lets look at the different phraseology for getting this information.
Listen Carefully and you may pause the video to practise the phrases.
“May I request for your name and contact number and For whom is the reservation being made?”
Second option is -
“Would you please assist me with your name and contact details ? would you be reserving the table for yourself or someone else ?”
Alternately you may say,
“May I know whom am I speaking with. Could you assist me with your contact details. Are you making a reservation for self or on behalf of someone else ?”
Do note as part of our Eco-billz table reservation , we must collect Guest Name, Contact Number and E-mail Id.
The Next W covers Choice of the restaurant along with the date and time of the reservation and the number of guests.
Lets look at three different phraseology to ask this question and collect relevant details:
Ensure you use the Guest Last name to during the conversation.
Listen Carefully and practice:
You may say:
Mr. Srivastava, Which restaurant would you prefer to dine at ?
Which date and time are you looking for ?
How many people would be there in the group?
Alternately, you may ask
Mr. Srivastava, In which restaurant and when shall I reserve the table ?
You would be joined by how many people ?
Third option could be
Mr. Srivastava, Please advise on the restaurant for table reservation?
May I know the date and time of reservation and how many guests would be dining?
Now that we have collected the Guest name, preferred place for dining , time and number of guests. It’s time to understand Guest’s preference on seating or dietary by asking the following .
You may take forward the conversation by asking -
Would there be any specific instructions or preference to be take care off ?
Host/Hostess may say Kindly advise on specific instruction or preference for the reservation.
Alternately you may ask , Please let us know if there is any seating or specific dietary preference to be noted.
Moving to Step Number 3 - Confirming the reservation and reconfirming the details.
Remember by now, you know the guest and their preference, It is easier to personalize the conversation by using their name and being courteous.
Listen Carefully to the confirmation phrases.
Option 1: Mr. Srivastava, please allow me to confirm your reservation details -
The reservation is under your name on 21st July at 7 pm for 4 guests. And you would be celebrating a birthday. Kindly let me know if I may go ahead and arrange for a __________ cake along with a champagne.
Alternately, you may say
Mr. Srivastava- May I re-confirm the details shared by you.
The reservation would be Mr. Chauhan on 21st July at 7 pm for 4 guests .I have also noted that he would be celebrating a birthday. May I arrange a celebration cake or a bottle of champagne to raise the toast.
Option 3:
Mr. Srivastava- We are glad to know that you have chosen Jamavar restaurant to celebrate your special day .
Your reservation is confirmed on 21st July at 7 pm for 4 guests .
Would you want us to arrange a cake or a bottle of champagne ?
Step 4 is to show gratitude and thank the guest. Remember to sound polite and close the conversation with following phrases:
You may say : It was a pleasure speaking to you Mr. Srivastava.
We look forward to welcoming you to Jamavar restaurant.
Have a great day ahead
Or you may close the conversation by saying - Thank you so much for calling Jamavar restaurant.
We look forward to welcoming you Mr. Srivastava, have a amazing day ahead.
Alternately, host or hostess may say, Thank you very much for choosing Jamavar restaurant Mr. Srivastava.
We look forward to seeing you. Have a pleasant day ahead.
Let us begin with Scenario 1 where Guest voice is not audible.
If you remember in the second step of table reservation , guest name and contact number is recorded.
Do note, if the hostess missed taking guest name and contact details in the beginning, we will not be able to reconnect with the guest.
