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During service, nobody has a free hand for the phone. The greeting takes the questions callers ask most: are you open, can I book, and what about a big group.
Trading days, online bookings, functions and a public holiday surcharge.
Thanks for calling The Pelican Kitchen. We're open for lunch from Wednesday to Sunday, and for dinner from Thursday to Saturday. Tables for up to eight people can be booked online at any time. For larger groups and functions, leave your name and number, and we'll call you back. Just so you know, a surcharge applies on public holidays.
The ACCC says restaurants and cafés may charge a weekend or public holiday surcharge without building it into each price, but the menu must state it, in words such as “A surcharge of [percentage] applies on [day or days]”, as prominently as the most prominent price. A line in your phone greeting adds a friendly heads-up; it does not replace the menu notice.
A surcharge day in Melbourne may be a normal day in Sydney. Check your state’s public holiday list before you record the reminder; see public holidays.
Thanks for calling [restaurant name]. We're in the middle of service right now. You can book a table any time at [website]. For anything else, leave a message and we'll call you back after service.
Planning a group dinner at [restaurant name]? For groups of more than [ten] or a private function, press one to leave your details for our events team. For table bookings, press two.
Hi, you've reached [café name]. We're closed on Mondays and Tuesdays and open again Wednesday from [07:00]. See you then.
[restaurant name] is open today for the public holiday from [12:00] to [21:00]. A surcharge of [percentage] applies today, as shown on our menu.
Welcome to [restaurant name]. For takeaway orders, press one. For bookings, press two. Our kitchen closes at [21:00], and last takeaway orders are at [20:30].
Kitchen and dining noise makes live calls hard to follow. A pre-recorded greeting stays clear, however loud the room is.
Say exactly how many guests count as a group. “More than ten” prevents a call back for every table of eight.
When trading days or surcharges change, update the greeting the same day as the menu.
The ACCC describes the menu as the place for the surcharge notice. Mentioning it on the phone is a courtesy to callers. For your obligations, follow the ACCC’s guidance on price displays.
The rules for card payment surcharges are separate from weekend and public holiday surcharges. Check the ACCC’s page on card surcharges for the current position before you mention them.
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