A well-taken order starts before the phone rings. This guide helps you organise calls, whether your team answers them or an assistant does.
Use the same names on the phone and in the kitchen. Make clear what is an item, a portion or a set. If two dishes sound alike, prepare a short question to tell them apart. Keep the restaurant’s ingredient and allergen information to hand; don’t fill gaps with guesses.
Write down items and quantities. Ask whether it’s pickup or delivery and take a name and contact number. For delivery, check the full address, the area and the conditions before promising anything. Only ask for what’s missing.
If the customer changes a quantity or a dish, change the same order. Check the total and remove the replaced line. A note with two versions forces the kitchen to guess which one is right.
Before sending it to the kitchen, read back items, quantities, total and pickup or delivery. Give a time that fits the service and wait for the customer to agree. If there’s a delivery charge, include it in the total; if you can’t confirm something, clear it up first.
The kitchen and the phone must share the same pickup time. Decide who updates sold-out dishes and who decides to pause orders. A clear answer about the time available helps more than an estimate the team can’t keep.
Send a single ticket with items, quantities, contact and pickup or delivery. Tell a new order apart from a question about an existing one. Make clear who prepares it and where its status is shown; a confirmation on the phone doesn’t replace a way of receiving orders.
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