How to Use Walkie Talkies!

It is an absolute imperative for restaurant (from quick service chains to fine dining operations) to
maximize the capacity of guests in the optimal conditions.

To achieve these goals an effortless coordination is of utmost essence. These days Restaurants are
investing a lot in technology for bookings, reservations, order processing, billing, loyalty programs
and much more.

But when it comes to coordinating between internal teams at operational level, a lot of aspects are
not yet automated resulting in a huge bearing on operational efficiency as well as increasing the
number of customers served per business day.

Incorporating a Walkie Talkie in automating such operational aspects is a proposition that every
restaurant business ought to consider.

In general, there are 2 operational cases where Walkie Talkies can be efficiently leveraged.

1. Efficient Queue Management 

The peak hours: Queue Management

The fast communication to be made from the waiting podium to FOH team which provides
immediately the status of availability inside. Team Talky allows efficient relaying of current table
availability and can save as much as 10% of time and effort of Reservation staff. It effectively
establishes an effective Queue Management system.

2. Reducing turnaround time in Communicating Orders

FOH-BOH communication : speeding the process

People look to eat in peace and thus, communications should be fast and accurate.

The traditional way to communicate orders in restaurants has been a case where the waiting staff
goes way back to kitchen and relays it to them on a piece of paper or verbally communicates to
them.This has been there from the medieval era and this ought to change.

Another way is famed KAN-BAN method where one waiting staff communicates through signs to
another waiting staff who is close to the kitchen and he/she relays it further. But this requires very
high degree of training to pull off and have high chances of errors as well.

Of-course waiting staff will have them and one designated for kitchen area and every restaurant can
effectively reduce turnaround time in communicating orders to close to zero.
Procedure for the use of Walkie Talkie @ Sfumato :

Reception – Terrace MOD

For Sfumato terrace, Hostess will be using walkie Talkies on the line with the MOD and terrace
supervisor on duty, to coordinate and optimize the arrival of guests on the terrace

Arrival of the Guest: 4 different scenarios, step by step :

1st scenario : GF Hostess station entrance

Guest arriving with reservation from the ground floor entrance :

 Hostess on duty checking the Reservation name of the guest

 Changing status of the reservation from confirmed to partially arrived if the guest will be
seating on the 1st floor at Sfumato terrace .
 Escorting the guest to the elevator ( pushing button, wishing a great moment with us)
 Walkie Talkie : informing the Supervisor reservation details
o Calling SUP “ calling terrace supervisor”
o Waiting for confirmation : “ SUP copy”
o Sharing the informations as per the example below
o Waiting for SUP to confirm “ SUP copy “

As example : ,, Mr. Mohamed Almafi check in , 3 pax , table 15 , Please check the notes (this should
inform the supervisor in the case of Allergies, special occasion , VIP guest, etc )

2nd scenario : First Floor guest entrance

Guest arriving on the 1st floor with reservation:

 To be greeted by the supervisor or MOD on duty

 SUP on duty checking the Reservation name of the guest

As example: ,,Mr. Mohamed welcome to Sfumato , let me assist you with your table !’’( escorting the
guest to the table and offering the menu . )

 Supervisor updating 7rooms system from status arrived to seated ( if guest request different
table as he was allocated by the hostess , supervisor transferring the table number to the
one that was offered to the guest.)

3rd scenario : Lobby entry , Walk In Guest :

Walk In Guest arriving @ Ground floor

Case for directing walk-in guests to the terrace:

 The GF is fully booked

 It’s a group of 6 pax and above
 Guests are requesting for a quite area, while the restaurant is busy
 Guests are requesting for the terrace directly
Procedure to apply :

 Hostess greeting the guest , asking for the contact details

 Hostess directing the guest to the elevator to the terrace, calling it, guiding the guests in
and pushing button, wishing them a beautiful experience.
 Walkie Talkie : informing the Supervisor reservation details
o Calling SUP “ calling terrace supervisor”
o Waiting for confirmation : “ SUP copy”
o Sharing the informations as per the example below
o Waiting for SUP to confirm “ SUP copy “

As example : “Guests coming up. check in , (number of) pax , no table allocation. “ if specific
informations are available , share it as well.

4th scenario : First Floor entrance , Walk In Guest :

Walk In Guest arriving @ First floor

Procedure to apply :

 Terrace SUP greeting the guest , asking for the contact details
 SUP directing the guest to their seats
 Walkie Talkie : informing the Hostess of the arrival details
o Calling HOST “ calling hostess ”
o Waiting for confirmation : “ Hostess copy”
o Sharing the informations as per the example below
o Waiting for HOST to confirm “ Hostess copy “
 Tablet : updating 7rooms.

As example : “Guests arrived. (number of) pax , table number. “ if specific informations are
available , share it as well.

@ Departure from the terrace through the elevator:

 Sup calling the elevator, inviting the guests in, pushing button, wishing a great evening
 Walkie Talkie: Sup informs Hostess of guest departure from the terrace using the elevator
o Number of guest in the elevator
o Valet parking if any
 Hostess welcoming the guest arriving downstairs
 HOST assisting the guest to the Valet parking with small conversation of their experience
with Sfumato .
 SUP updates 7Rooms

@ Departure from the terrace through 1st floor exit

 SUP escorting guests to the exit and wishing a great day

 Walkie Talkie: SUP informing the hostess of the guest departure
 SUP updating 7rooms
 Front MOD – Kitchen MOD
The usage of walkie talkie on the floor is limited to strict necessity in 3 ways:

 Avoiding unnecessary moves on the floor generating an unwelcome traffic for customers
view
 Sharing crucial informations between kitchen and service ( allergies, delay in a table, guest
complain )
 Ensuring a fluent logistic between GF and Terrace ( use of dumb waiter )

Communications on walkie talkie are ruled by very strict procedures for all parties to avoid chaotic
miscommunications and distractions from the main tasks on going.

1. Always start with the department concerned, and introduce yourself :

a. “Reservation for Sup Terrace”
b. Wait for the answer of the person called : ‘ Reservation Copy”
2. Explain your point slowly, calm, and very straight forward “
a. Wait for the confirmation by the department concerned : “ …, copy”
3. End the call : “ Sup terrace over “

Mandatory logistic communication:

 Kitchen to Sup Terrace : informing of the delivery of food items to the terrace level
 Sup Terrace level to Kitchen : Return of items for stewarding . The Chef at the Pass must
inform the Runner team about it for collection at the GF and transfer to the Stewart station.