Unit 107 - Payments and bookings

• Hospitality
• Further Education (Key Stage 5)

Dealing with Bookings, Guest Interactions and Payments

Learning Objective

At the end of the lesson, you will be able to effectively handle table bookings, communicate with guests, and handle payment-related issues.

Introduce the learning objective to the students, emphasizing the practical skills they will acquire.

What do you already know about booking tables in a restaurant and dealing with guests?

Methods of taking bookings:

1. By telephone
2. In person
3. Online
4. Email
5. By letter

Which is the most effective?

How to answer the telephone:

• Good morning/afternoon/evening
• Name of the establishment
• Give your name
• Ask how you can help
• Listen carefully - take notes if you need to
• Follow booking procedures

Importance of Table Bookings

Why is it important for restaurants to have table bookings? How do bookings help in managing guest flow?

Engage students in a discussion about the significance of table bookings in restaurant operations.

Guest Booking Process

What information is needed when a guest wants to book a table? 

State 4 different pieces of information needed

What special requirements might guest ask for when making a booking?

State 3 different requirements

Explain the necessary details for a table booking and discuss strategies for collecting them smoothly.

Effective Guest Communication

What are some essential communication skills when interacting with guests? 

How can you ensure clear and polite communication?

Highlight key communication skills needed to provide excellent customer service and encourage students to share their experiences.

Common Guest Payment Methods

What are the different ways guests may choose to pay for their bills? 

How can you handle each payment method effectively?

Discuss various payment methods commonly used by guests and provide tips for seamless payment processing.

Problems with Payments

What are some problems that may occur during the payment process? 

• Incorrect prices
• Items missing from the bill
• Bill given to the wrong table/customer

How should you handle these problems professionally?

Identify potential payment issues and guide students on resolving them while maintaining a positive guest experience.

Resolving Payment Disputes

How can you handle payment disputes or discrepancies with guests? 

What steps should you take to find a satisfactory resolution?

Introduce strategies for resolving payment disputes in a calm and customer-focused manner.

Importance of Handling Problems

Why is it crucial to handle guest problems effectively? 

How can proper problem resolution impact a restaurant's reputation?

Discuss the importance of promptly and efficiently addressing guest problems to maintain customer satisfaction and preserve the restaurant's reputation.

Dealing with Difficult Guests

How can you handle difficult or demanding guests? 

What strategies can help diffuse tense situations?

Provide techniques for managing challenging guests with tact and professionalism.

Interactive Activity: Role Play

Divide into pairs and role-play common scenarios involving table bookings and guest interactions. 

Focus on effective communication and problem-solving.

Engage students in role-playing exercises to practice their skills and reinforce the concepts learned.

Providing Excellent Service

What are some ways you can go above and beyond to provide exceptional service to guests? 

How can you exceed their expectations?

Encourage students to brainstorm ideas for delivering exceptional service and discuss the impact it can have on guest satisfaction.

Reviewing Key Concepts

Recap the important points covered in the lesson:

• including table bookings
• guest communication 
• payment methods
• problem resolution
• exceptional service

Summarize the main topics covered and allow students to ask any remaining questions.

Quiz Time!

Test your knowledge with a quick quiz on table bookings, guest interactions, and problem resolution.

Conduct a short quiz to assess students' understanding of the lesson content and identify areas for further clarification if necessary.

Best Practices for Guest Interactions

Provide a checklist of best practices for handling table bookings, guest communication, and problem resolution. Emphasize the importance of consistent application.

Share a list of practical tips and best practices that students can refer to for guidance in their future roles.

Real-World Application

Reflect on a personal experience where you had to handle a challenging guest or resolve a payment issue. 

Describe how you applied the concepts learned in this lesson.

Encourage students to share their experiences and demonstrate how they applied the lesson's principles in real-world situations.

Conclusion

Summarize the key takeaways from the lesson and encourage students to practice their newfound skills in their future hospitality endeavors.

Reiterate the main points and inspire students to apply their knowledge outside the classroom.

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.