"""
Telephone communication standards for restaurant reservations and inquiries.
"""

title: str = "Telephone Etiquette and Reservation Calls"

content: str = """
Telephone interactions often form the first impression of Velvet Orchid.
Professional phone etiquette converts inquiries into reservations and establishes
the service tone before guests arrive.

**Answering the Phone**

Answer promptly — ideally within three rings. The greeting should include:
- Restaurant name clearly stated
- Your name or role
- Offer of assistance

Example: "Good afternoon, Velvet Orchid. This is Sarah. How may I assist you?"

**Tone and Pace**

- Speak clearly and at moderate pace; fine dining callers expect calm professionalism
- Smile while speaking; this conveys through the voice
- Match the caller's energy without losing professional standards
- Never sound rushed, even during busy periods

**Taking Reservations**

Gather information systematically:

1. **Date and Time**: Confirm specific date and preferred time. Offer alternatives
if first choice unavailable: "We have 6:30 or 8:15 available for that evening.
Which would you prefer?"

2. **Party Size**: Confirm the number of guests. Note if high chairs or boosters
are needed for children.

3. **Contact Information**: Name, phone number (for confirmations or issues),
and email (for reservation confirmation).

4. **Special Requests**: Dietary restrictions, celebrations, accessibility needs,
preferred seating area.

5. **Confirmation**: Repeat details back: "Perfect, I have a reservation for
four on Saturday, March 15th at 7:00 PM under the name Johnson. You'll receive
a confirmation email. We look forward to seeing you."

**Handling Inquiries**

**Menu Questions:** Be knowledgeable about current offerings without reading the
entire menu. Highlight specialties and accommodate dietary concerns.

**Pricing Questions:** Answer directly without apologizing. "Our tasting menu
is $150 per person; our a la carte entrees range from $35 to $65."

**Availability Questions:** If fully booked, offer waitlist options or alternative
dates: "We're fully committed that evening, but I can place you on our waitlist
or offer you Thursday or Sunday instead."

**Private Events:** Direct inquiries about buyouts, private dining, or large
groups to the events coordinator or manager.

**Placing Callers on Hold**

If you must check availability or consult someone:
- Ask permission: "May I place you on a brief hold while I check that?"
- Keep holds under 30 seconds when possible
- Return with appreciation: "Thank you for holding. I have that information for you."
- If the hold extends longer, check back: "I'm still checking on that; thank you
for your patience."

**Managing Difficult Calls**

- Angry guests: Listen fully, acknowledge feelings, offer solutions. Do not
defensive or argue. Escalate to management if necessary.
- Incoherent callers: Speak slowly, confirm details repeatedly, remain patient.
- Complaint calls: Log details, offer appropriate remediation, follow up with
management.

**Ending Calls**

Close professionally:
- Summarize any action items: "I'll send that confirmation email within the hour."
- Thank the caller: "Thank you for calling Velvet Orchid."
- Allow the caller to hang up first when possible

Phone excellence converts curiosity into commitment and establishes the foundation
for exceptional in-person experiences.
"""

version: str = "0.0.1"
