Phone Etiquette For F&B Professionals

About This Course

For many guests, the phone call is their first direct interaction with your venue. How you answer, speak, and resolve queries can shape their entire impression. This course helps food and beverage staff develop the confidence and communication skills needed to manage calls professionally, handle complaints, take reservations, and deliver a seamless guest experience over the phone.

In this course, you will learn:

• How to answer phone calls with clarity, warmth, and professionalism

• Techniques to gather information accurately and avoid errors

• The importance of tone, pace, and active listening in guest communication

• How to manage difficult conversations and complaints with confidence

• Steps for taking and confirming reservations clearly and efficiently

• How to handle dietary needs and special requests over the phone

• How to communicate effectively with both guests and your team

Each chapter includes a short quiz, with a final assessment at the end of the course. Successful completion earns a certificate in “Phone Etiquette For F&B Professionals.”

Course Curriculum

5 Chapters

Chapter 1 - Answering the Phone and Initial Interactions

Covers how to make a great first impression by answering calls with warmth, clarity, and professionalism. Includes techniques for greeting guests, gathering accurate details, and confirming information to avoid misunderstandings.

Chapter 2 - Speak Like a Pro

Focuses on the three pillars of great phone communication—active listening, clear speech, and staying calm under pressure. Provides practical tips for handling demanding calls and maintaining professionalism.

Chapter 3 - Real Calls, Real Confidence

Presents real-life call scenarios such as taking reservations, handling complaints, and addressing dietary concerns. Demonstrates how to apply empathy, patience, and clarity to ensure guest satisfaction.

Chapter 4 - Finish Strong – Every Call Counts

Explains how to close calls politely and confidently, confirm details, and follow up internally with team members to ensure promises made to guests are fulfilled.

Chapter 5 - Conclusion and Key Takeaways

Summarises key lessons on staying calm, using clear and polite language, listening attentively, and following through after each call to maintain consistent, high-quality service.