How to Stop Missing Restaurant Phone Calls

Managing Phone Calls During the Rush

Running the floor of a busy restaurant means juggling many tasks at once. One of the biggest challenges is handling phone calls during rush hours. Missing calls can mean lost reservations, missed catering orders, and unhappy customers. Here are some practical tips to help you manage phone calls effectively.

Prioritize Calls By Need

Not every call requires immediate attention. Prioritize calls based on urgency. For example, a customer calling to ask about the menu can wait a bit longer than someone wanting to confirm a reservation for a 60-seat dining room. Train your staff to identify and prioritize these calls quickly.

Script for Staff: "Thank you for calling [Restaurant Name]. Can you please let me know if this is regarding a reservation or an inquiry about our menu?"

Example: If you receive 20 calls during a rush, and 5 are about reservations, prioritize those 5 calls first. This ensures that your tables are filled, maximizing revenue.

Designate a Call Handler

If possible, assign one staff member to handle phone calls during peak times. This person can be a host or a server who can step away from the floor for a few minutes. This way, calls are answered promptly, and the rest of the team can focus on serving guests.

Implementation Steps:

1. Identify a staff member who is comfortable and efficient with phone communication.
2. Schedule this person to be the designated call handler during peak hours.
3. Provide a script or checklist for common inquiries to ensure consistency.

Use Technology to Your Advantage

Invest in a good phone system with call waiting and voicemail. Make sure your voicemail is clear and gives callers the option to leave their name, number, and the reason for their call. Check voicemails regularly and return calls as soon as possible.

Voicemail Script: "Thank you for calling [Restaurant Name]. We are currently busy assisting other guests. Please leave your name, phone number, and the reason for your call, and we will get back to you as soon as possible."

Set Up a Simple Online System

Encourage customers to use online options for reservations and inquiries. A simple website with a menu page and reservation form can reduce the number of calls you receive. Make sure your menu is easy to find and up-to-date.

Steps to Implement:

1. Create a user-friendly website with clear navigation.
2. Include an online reservation system linked directly to your booking software.
3. Regularly update your menu and any special events or offers.

Offer Clear Information

Ensure your phone message and website clearly state your hours, location, and any special instructions. This helps reduce the number of calls asking for basic information.

Common Mistake: Not updating holiday hours or special event closures on your voicemail and website, leading to customer confusion and frustration.

Schedule Call Return Times

Set specific times during the day when you or your staff can focus on returning calls. This could be during slower periods, like mid-afternoon or just before opening. This way, you can catch up on missed calls without the pressure of a busy dining room.

Example Schedule:

• 3:00 PM to 4:00 PM: Return calls from the lunch rush.
• 10:00 AM to 11:00 AM: Return calls before opening for lunch.

Consider an AI Service

If you're overwhelmed with calls, consider using an AI host like RestaurantPilot. It can answer calls and texts in English, Spanish, and Portuguese. It provides hours and directions, sends menu links, and takes reservation requests and catering inquiries. It also texts missed-call responses and sends reservation reminders.

Benefits:

• Reduces the number of calls your staff needs to handle directly.
• Provides 24/7 assistance, ensuring no call goes unanswered.

Conclusion

Managing phone calls during busy hours is all about organization and using the right tools. By prioritizing calls, designating a call handler, utilizing technology, and considering AI services like RestaurantPilot, you can reduce the stress of missed calls and improve customer satisfaction. For more details, visit the feature page.