Seating The Guests

Restaurants know that bringing guests through their front door is the first step to making a
profit. Hence, restaurants are obliged to make the seating and reservation procedures as
smooth and fair as possible in order to elevate the total quality of the customer experience.
Seating procedures that show courtesy and care for the guest aids in building a pleasant
first impression, whether your restaurant accepts reservations or not.
Managing Customer Flow
When it comes to seating guests, communication between the host or hostess, management
team and kitchen staff is needed to direct and organize guests. Keep in mind the following
suggestions to effectively care for patrons.
Welcome guests. The host or hostess is responsible for greeting and welcoming guests.
He or she will also take guests to a table to be seated, or provide a wait-time if a table is
not readily available. They often take care of reservations as well, although sometimes a
reservationist or manager is responsible.
Communicate. Communication between restaurant staff is highly important. Although the

host or hostess is the main director of guest flow at the front of the restaurant, the wait
time estimations requires input from a manager. The manager communicates with kitchen
staff and servers to figure out how long the orders are taking to fulfill and how long present
customers are taking to eat.
Work quickly and efficiently. An efficient, speedy shift from the kitchen staff means more
parties can be served more quickly, which calms impatient patrons on a busy weekend and
helps turn more tables.
Turn tables. When servers finish up with one party and clear the table for another, this is
called "turning the table." Restaurants like to seat as many parties as possible while
maintaining quality service, but turning tables more quickly eliminates long wait times and
increases revenue.
Customer Perception
Often, skewed customer perceptions are the cause of discontent in the Front of the House
(FOH). Problems may include the following issues:
 A long wait time
 A long wait even with a reservation
 Restaurants that do not accept reservations
 Tables that look available but are reserved
Many of these issues are often mere misunderstandings. A customer without a reservation
may see the empty tables and become irritated that he has to wait. These tables are often
reserved for a party that may arrive in a few minutes. Additionally, factors like time of day,
weekends, holidays and community events can affect wait times or reservation availability.
Gentle and polite explanations and perhaps a comped appetizer or drink can assuage most
guests and create a great impression of service.
Taking Reservations
Restaurants make it a goal to fill as many seats as possible every shift, while still
maintaining high standards of food and service. Many restaurants take reservations in order
to assist guests or parties whose plans require a specific seating time. Guests can make
reservations over the phone or online. Do the following before starting or when critiquing a
reservation system.
Consider restaurant layout. The layout in a restaurant also has a good deal to do with
the reservations the restaurant is able to take. Some managers emphasize that this is one
of the most important aspects of the reservation system. Table shapes, table sizes and
booths can all affect the types of parties you are able to reserve.
Manage large groups. Large parties of eight or more can be a challenge to reserve,
especially if the restaurant layout involves mainly booths. In a crunch, a manager can offer
the large group creative seating arrangements, or else suggest that the reservation be
booked for a slightly earlier or later time.
Hold tables appropriately. Managers at restaurants that accept reservations need to

remain constantly aware of the customer flow for the entire shift. Some restaurants will hold
an empty table for only 20 to 30 minutes prior to the reserved party's arrival, if tables are
turned quickly. Others will ensure that the table is clear and held for over an hour.
Utilize technology. Many restaurants are channeling reservation requests through in-
house technology such as OpenTable software and computer devices. Coupled with Internet
sites such as OpenTable.com, technology like this can make reservation management and
seating much more convenient and efficient. » Learn More
Ask for a credit card. Sometimes restaurants take credit card information when the
customer places the reservation request. This way, the customer is aware that his card will
be charged a fee if his party does not fulfill the reservation.
Not All Restaurants Take Reservations
Not every restaurant will accept guest reservations. They may decide to stop taking
reservations altogether, or they may have never done it to begin with. This can cause
dismay among some guests, but restaurants usually have their reasons.
Advantages of Taking Reservations

Disadvantages of Taking Reservations
Special occasions. When a couple or a party wants to enjoy a special occasion such as an
anniversary, holiday or other celebratory event, they want to make sure they can get a
table without waiting too long.
Fairness. Some restaurants are so popular that they may require patrons to make a
reservation weeks or even months in advance. To be fair, some restaurants decide to run a
purely first-come, first-served business. Wait times can be extremely long at places like
this, but booking reservations for months in advance can be even more extreme.
Higher checks. Customers often make reservations for large parties or special occasions.
These parties tend to spend more money at the restaurant, which in turn increases revenue.
Absent patrons. When the reserving party never shows up, sales suffer from the lost
business. Additionally, filling up the reservation book and holding tables for the parties may
force a restaurant to turn away other sales-generating patrons.
Planning Ahead. When restaurants are aware of the reservations for the night, they may
be able to better plan the preparation required to serve them. This is especially true for
large parties, such as reservations being made for 10-20 people.
Changes in party numbers. Sometimes a reservation is changed without notice, such as
the arrival of additional guests or children. When a restaurant makes plans to hold a table
that accommodates four, only to have a party of seven arrive, table arrangements and
seating plans need to change. This takes time and causes longer waits.
Alternatives to Reservations
Restaurants who do not accept reservations, or restaurants that no longer have the capacity
to accept further reservations on a given night may choose alternative methods to
accommodate their guests. Use the following methods to organize waiting patrons and
streamline the seating process:
The waiting list. When patrons arrive, they are invited to submit their names to a waiting
list. The parties are called in order whenever tables become available. Unlike reservations,
this does not involve holding a table and will most often require a short wait.
The call-ahead list. Much like a waiting list, the customer can call the restaurant, ask how
long the wait is, and ask to be put on the waiting list over the phone. The customer then
arrives within the appropriate frame of time and receives the next available table.
Pagers. Many restaurants employ electronic pagers in lieu of calling out patron names
when tables are ready. These devices flash, vibrate and sometimes make noise when a
table is available for their party. The downfall is that they may not function if patrons walk
off the premises.

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Seating The Guests

Uploaded by

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Restaurants know that bringing guests through their front door is the first step to making a

Managing Customer Flow

Communicate. Communication between restaurant staff is highly important. Although the

 Restaurants that do not accept reservations

 Tables that look available but are reserved

Hold tables appropriately. Managers at restaurants that accept reservations need to

Not All Restaurants Take Reservations

Advantages of Taking Reservations

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