Communication and Record Keeping Flashcards
There are FIVE types of communication. What are they?
- Verbal - Give instructions, talk to clients, take messages
- Written - Confirm bookings, promotions, letters, taking orders
- Telephone - Taking messages, giving responses
- Fax - Send information, ordering, internal memos
- ICT - Staff rotas, bookings, accounts, invoices, stock control, orders
Why is it important that record keeping is accurate?
This makes sure staff can check on a booking or an order without the need for the person who took the booking or placed the order to be there.
Why is communication important?
- Each department knows what is happening
- Staff know if there is a problem or any shortages
- Customers may not get the correct food
- Customers must be able to feel that they can approach staff if there is a problem or need assistance.
Identify FOUR things that staff need to do to communicate effectively.
- Be friendly
- Be smart
- Be clean
- Have good verbal communication skills
- Have good written skills
- Be able to use ICT well
- Good eye contact.
What skills do staff need to possess when communicating be telephone?
- Transfer calls
- Place callers on hold
- Arrange conference calls
- Sell products and services
- Page other staff
- Connect calls, both internally and externally
- Make calls
What communication equipment may staff in the catering industry be required to use?
- Single and multiple line telephones
- email and internet
- answering machines
- fax machines
- mobile phones
- pagers
- switchboard and extensions.
Describe the procedure that staff should follow when answering the telephone.
- Answer the call promptly
- Pick up the telephone with a smile
- Start with a polite greeting e.g. Good Morning
- Identify the establishment e.g. the Royal Oak
- Identify yourself
- Ask how you can be of assistance e.g. How may I help you?
Why might someone phone a catering establishment? Identify FOUR reasons.
- to make a booking
- find out about the facilities that are available
- make a complaint
- make a general enquiry
- report a security risk
- arrange an appointment
- request room service
- arrange a delivery of goods
Outline FOUR good telephone manners.
- speak clearly
- be courteous
- establish a reason for the call
- pay attention to what the caller is saying
- transfer the call to the appropriate department
- pass messages on promptly
- be professional at all times.
If a customer doesn’t give you all the information you need to make a booking for example, what should you do?
Ask them open ended questions to find out the information i.e. who, what, when, where, why.
Reflective questions allow you to ensure you have the correct information by repeating the information the customer has given you e.g. So that’s a table for four, at seven this evening Sir?
A customer complains that the hot food served from the buffet is luke warm. Explain how to deal with this situation.
- Apologise to the customer
- Inform chef/manager
- Offer another meal
- Be understanding and polite
- Offer some form of compensation e.g. free dessert
DO NOT SAY REHEAT MEAL!
