Exam conditions *SILENCE* 16 July 2019 Starter Task: Test – Exam conditions *SILENCE* Easy answers (state) ......... will be made of flour, butter, eggs and milk. Clever answers (apply) ..... could be made of flour, butter, eggs and milk because flour is a cheap commodity… and easy to work with. Genius answers (justify) .......could be made of flour, butter, eggs and milk because they are locally sourced ingredients minimising air miles…, therefore ......

Communication and record keeping Identify a range of communication techniques Describe their function Evaluate different types of record keeping Lesson Objectives Effective communication is essential for a successful business to occur, to communicate well staff must: Be friendly, smart and clean, have good verbal and written communication skills, be able to use ICT effectively Many types available used in many formats: Verbal – talking to colleagues, clients, taking messages Written – booking confirmations, memos, promotions, order taking Telephone – taking messages, responding Fax/email – newsletters, information sharing ICT – rotas, orderings, bookings, room/staff management, stock control Record keeping must be accurate and appropriate What types of record keeping can you think of? Homework: Complete revision material/revise for test

Communication by phone Normally the first contact the customer has with the industry so 1st impressions count Staff using a phone must know how to: Transfer calls, place on hold, arrange conference calls, sell products or services Staff must be polite and confident and the same answering procedures should be the same to maintain consistency: Answer promptly (no more than 3-6 rings) Smile to relax the facial muscles Polite greeting Identify the establishment and yourself Ask how you can help Customers phone for a variety of reasons: Make a booking Facilities availability General enquiries and complaints Appointments or room service Arrange delivery

Communication by phone Telephone manners include: Speak clearly Be courteous Establish the reason for the call Pay attention to the caller Pass messages promptly Be professional at all times Task: role play the following scenarios: Booking for a restaurant Customer complaint Delivery driver requesting directions