Taking Table Reservations: Food and Beverage Services NC Ii

FOOD AND BEVERAGE SERVICES NC II
Taking Table Reservations

Learning Objective:
1. Answer inquiries promptly, clearly and accurately.
2 .Ask pertinent questions to complete the details of the
reservations.
3. Record reservation data on forms accurately based on
establishment’s standards.
4. Repeat and confirm details of the reservations with the
customer.
5. Provide additional information about the food service
establishments
This module aims to take table reservation.
In doing this module, please

follow these reminders…
1. Take the pretest before
working or answering the
module.
2. Perform the activities as
suggested.
3. Answer all the exercises.
4. Check your answers
against the Key to Correc-
tion.
5. Take the Post Test.
1
True or False: Write TRUE if the statement is correct, and FALSE
if it is incorrect.
_____1. Reservation are advanced bookings by customers to hold a
table (table booking).
_____2. An advanced of taking reservations is that you know exactly
the number of people you need to feed at a specific or given
time.
_____3. Call-ahead seating happens when customers arrive. They are
hen invited to submit/put their names on a waiting list.
_____4. A waiting list involves holding a table.
_____5. Having a designated person responsible for taking reserva-
tions decreases the chances of table being “double booked”.
_____6. Overbooking is taking more reservations than the number of
tables and seats available.
_____7. Reservation are done to secure accommodation.
_____8. Credit cards are used to guarantee table reservations.
_____9. Reservations can limit the number of walk-ins to the restau-
rant.
_____10. All restaurant accept reservation.
_____11. Confirmation is to remind the customer’s reservation
_____12. Most reservations are taken over the telephone
_____13. Online reservation system is detailed information
_____14. Confirm all the details of customer by asking again
_____15. Reservation form must be encoded in the computer
2
Reservation
In the food industry reservation is defined as an
arrangement to have something (room, table, or seat) held for
your use at a later time. A guaranteed seat brings in more
customers and increases revenue.
Types of Restaurant Reservations

There are two types of restaurant reservations, the manual
reservation and the online reservation. The Manual Reservation
System depends on the person designated, usually a host or
hostess, to answer the phone, record the details of the said
reservation, and taking their credit card information as a
guarantee. They may also answer guest’s questions, give
accurate directions to the restaurant, and provide clear
information about parking. On the other hand, the Online
Reservation System makes use of the internet through a
website, where all the necessary information needed for a
reservation is keyed in by the guest. Other information about the
restaurant, such as directions to the place, parking, active
promotions and discounts are also available online, instead of
depending on the host or hostess for these details.
A growing trend in reserving a seat in a restaurant is the Call

Ahead Seating. Doing so reduces the guest’s wait time upon
arriving at the restaurant. With this type of reservation, the guest
calls when they are on their way and sets a specific time they will
arrive. Usually restaurants will hold a table for 20-30 minutes.
However, in cases where there is a long line of walk-in guests
waiting for seats, calling ahead may not ensure them a seat.
3
Restaurants would often opt to serve guests on first come- first served
basis. Other restaurants also ask for the credit card information of the
guests to ensure their seats. Since this guarantees the transaction,
the restaurant manager has to make sure that there will be no over
booking of guests and are accommodated right away at the time
reserved for them.
Not all restaurants accept reservations, though a lot of
customers find making one convenient for them. These are
restaurants who frequently experience a high number of walk-in
guests and prefer to serve them as they arrive.
How to Take Reservation

Before taking a reservation, make sure to know the answers
to the questions which are likely to be asked. Following are tips and
some possible questions in taking reservations:
Tips in taking table reservations
 Answer inquiries promptly, clearly, and as accurately as

possible.
 Take note of specials, and changes in the menu and make
sure to inform guests about it.
 Gather all pertinent information on the reservation from the
guest politely and efficiently
 Accurately record reservation data on forms based on es-
tablishment standards.
 Repeat the details of the reservations with the customer.
 Confirm customer reservations prior to their arrival
 Impart additional information to the guest such as parking
conditions and directions to the establishment
 Always be calm and polite when speaking to guests.
 Avoid double booking.
4
Possible questions of customers when taking table reservations:
 What kind of cuisine do you offer? (French, Italian, Cantonese,

Modern Australian, etc.)
 What style of menu do you offer? (A la carte or table d’ hote)
 Do you accept credit cards? If yes, what type of credit card do
you take?
 Can we bring in other food drinks bought outside?
 Is there corkage for the food and drinks bought outside? If yes,
how much?
 What time do you start serving? For lunch? For dinner?
 Do you accommodate children?
 Do you cater to persons with disability?
 Can we bring in pets? What accommodations can you provide
for pets?
 Are all rooms air-conditioned?
 Do you have parking facilities?
 Do you cater for specific functions?
 Do you have a smoking area?
 How do we get there? What is the nearest landmark?
Most reservations are taken over the telephone. Therefore, the

telephone operator should be friendly and accommodating.
Customers may easily be discouraged and may never call
again if they are not treated well.
 Always answer the phone immediately.

 The reservation book should always be ready at hand.
 State the name of the establishment clearly
5
 Greet the caller courteously by saying, for example,
“Good morning (Good evening)! Thank you for calling
(name of establishment)! May I help you?”, “May I have
your name please?”
 Answer questions clearly and politely. If you do not
know the answer, find someone to help you and ask if
they are willing to wait for a few minutes. You may also
ask for the contact details so you can call them back or
request them to call you back.
 Politely decline if the time requested for reservation is
already filled. Suggest possible times and other options
to accommodate the reservation.
Confirm all the details by repeating the name, date

and time of arrival, the number of people in the party, and the
contact number. Make sure all these details have been clearly
written in the reservation books.
Be courteous and hospitable in closing a conversa-
tion. You may say, “Thank you Mr. Arcos. We look forward to
seeing you at the party.”
6
A sample reservation sheet
Establishment Name and Logo

RESERVATION FORM
VOICE FAX INTER- EMAIL WALK IN

NET
CP AP MAP EP
Reservation Keyed in Guest Ser- Accounts De-

Taken by to PMS vice partment
by
Arrival Date/Time:
Name:
Booked by:
Mobile:
Email:
Type of car:
Remark:
Company Address: Special Applicable YES/NO
Booker:
Base rate:
Deposit:
Total:
Billing Instructions:
Remarks:
7
The Advantages and Disadvantages of Taking Reservations
Accepting restaurant reservation has both its advantages and
disadvantages both for the guests and the restaurant. The main
advantage for the establishment is the knowledge of dining details,
such as a definite number of guests who will eat at the restaurant at a
specific time, which will guide them in their preparations. For guests,
they get to have faster service. On the other hand, sales may be
affected especially since reservations may limit the number of guests.
Here are some advantages and disadvantages of accepting
table reservations.
 Special occasions
 Fairness
 Higher checks
 Absent customers
 Planning Ahead
 Changes in party numbers
Alternative to Reservations
In the case of some restaurants who do not accept
reservations or for those who cannot accommodate a large number of
guests, the following options can be considered:
The waiting list
Guest give their names, stay inside the restaurant, and wait for their
names to be called.
The call-ahead list

Guest call ahead to place their name on the waiting list and inquire
how long it will take to wait. They will come only once a restaurant
staff calls to inform them of the next available table.
8
Pagers
Many restaurants employ electronic pagers in lieu of calling out
customers’ names when tables are ready. This device flashes,
vibrates, and sometimes makes noises when a table is available.
The downside of this gadget is that when it malfunctions.
9
Activity 1.1
Taking Table Reservation

Perform a telephone reservation.
Sample Situation:
A. Total number of guests: A family of 10 composed of
7 adults , 1 senior
citizens and 2 children
B. Purpose: Dinner Reservation
C. Condition: First time to try the restau-
rant
One adult with disability
No smoking area
10
Activity 1.2
True or False: Write TRUE if the statement is correct.,
and FALSE if it is incorrect. Write your answers on the
space provided before the item number.
______ 1. Reservations are advanced table bookings
made at a specific time.
______2. An advantage of taking reservations is that you
know exactly how many guests you need to
feed.
______3. Overbooking is taking more reservations than
the number of tables and seats available.
______4. Every food service establishment accepts
reservations
______5. Reservations can limit the number of walk-ins to
the restaurant.
Enumeration
Give at least three important details in reservation
Give at least two tips in taking table reservation
Activity 1.3
Essay
1. What is the advantage of reservation?
2. What is online reservation?
11
True or False: Write TRUE if the statement is correct, and FALSE
if it is incorrect.
_____1. Reservation are done to secure accommodation.
_____2. Credit cards are used to guarantee table reservations.
_____3. Reservations can limit the number of walk-ins to the
restaurant.
_____4 All restaurant accept reservation.
_____5. An advanced of taking reservations is that you know exactly
the number of people you need to feed at a specific or given
time.
_____6. Call-ahead seating happens when customers arrive. They are
hen invited to submit/put their names on a waiting list.
_____7. A waiting list involves holding a table.
_____8. Reservation are advanced bookings by customers to hold a
table (table booking).
_____9 Online reservation system is detailed information
_____10. Confirm all the details of customer by asking again
_____11. Reservation form must be encoded in the computer
_____12. All restaurant accept reservation.
_____13. Confirmation is to remind the customer’s reservation
_____14. Most reservations are taken over the telephone
_____15. Having a designated person responsible for taking
reservations decreases the chances of table being “double
booked”.
12
PRETEST
1. TRUE
2. TRUE
3. TRUE
4. TRUE
5. TRUE
6. TRUE
7. TRUE
8. TRUE
9. FALSE
10. FALSE
11. TRUE
12. TRUE
13. TRUE
14. FALSE
15. TRUE
13
POSTTEST
1. TRUE
2.. TRUE
3. FALSE
4. FALSE
5. TRUE
6. TRUE
7. TRUE
8. TRUE
9. TRUE
10. FALSE
11. TRUE
12. FALSE
13. TRUE
14. TRUE
15. TRUE
14
ACTIVITY 1.2
True or False
1. TRUE
2. TRUE
3. TRUE
4. TRUE
5. TRUE
Enumeration
1. Name, Date/Time, Arrival
2. Repeat the details of the reservation, Avoid double
booking
ACTIVITY 1.3
Essay
1. An advantage of taking reservations is that you know

exactly how many guests you need to feed.
2. Online reservation is use of the internet through website,
where all the necessary information needed for a
reservation is keyed in by the guest.
15
Books:
Axler, Bruce H. and Carol A. Litrides, Food and beverage Ser-

vices, (John Wioley and Sons, Inc, 1990).
Food and Beverage Operatioins, Student Learning Guide,
(Bangkok: Dusit Thani College, 2011).
Prepared by:
JONICA M. MANUEL
Teacher II
Pugaro Integrated School
16

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FOOD AND BEVERAGE SERVICES NC II

Taking Table Reservations

This module aims to take table reservation.

In doing this module, please

Types of Restaurant Reservations

A growing trend in reserving a seat in a restaurant is the Call

How to Take Reservation

Tips in taking table reservations

 Answer inquiries promptly, clearly, and as accurately as

 What kind of cuisine do you offer? (French, Italian, Cantonese,

Most reservations are taken over the telephone. Therefore, the

 Always answer the phone immediately.

Confirm all the details by repeating the name, date

Establishment Name and Logo

VOICE FAX INTER- EMAIL WALK IN

Reservation Keyed in Guest Ser- Accounts De-

The call-ahead list

Taking Table Reservation

1. An advantage of taking reservations is that you know

Axler, Bruce H. and Carol A. Litrides, Food and beverage Ser-

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