TAKING TABLE RESERVATIONS Word

TAKING TABLE RESERVATIONS
Introduction:
A table reservation is an arrangement made in advance to have a table available at a
restaurant. While most restaurants in the vast majority of the world do not require a
reservation, and some have no policy or simply any channel for making one, so-called higher-
end restaurants mainly in overcrowded cities often require a reservation, and some may have
tables booked for weeks in advance.
Types of Restaurant Reservations
Manual Reservation System depend 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 guarantee.
Online Reservation System makes use of the internet through a website, where all the
necessary information needed for 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 details.
Types of Bookings
Accommodation suppliers – guests will need to have room bookings processed in order
to stay at establishments that provide accommodation such as hotels, apartments, resorts,
guest houses, caravan parks.
Aircraft – passengers need to have "Seats" booked for all types of air travel they undertake.
These bookings will vary according to the airline chosen, class of travel such as first class or
economy, date of flying (e.g. high season or low season or facilities that are included such as
food or movies).
Cruise ships – passengers on cruise ships need to make bookings for the dates of their
cruise. This sort of reservation may include meals while on board.
Coaches or buses – to travel from one place to another or to visit a tourist destination.
Limousines (rental cars/vans) – customers can book transport to either drive themselves
around or have a chauffeur included with the vehicle.
Day/extended tours – includes meals and maybe accommodation and entrance fees to
tourist parks.
Dining and meal reservations – table bookings for restaurants and/or eating houses.
Entertainment – a ticket booking such as theatre or music concerts.
Tourist attractions – events such as the different ethnic festivals of the Philippines.
Other venues – some Airlines will book accommodation for guests. If one hotel is fully
booked, they might make a reservation at another hotel. Travel agent‘s book theatre or
concert tickets.
Some Ways to Check Availability

1. Ability to offer alternatives when the requested booking is not available.
2. Provide information on the costs and product features.
3. Record the details and requirements of the person making the reservation; a way of
recording the acceptable method of payment and provide confirmation details.
Ways Reservations May Be Received

Reservations can be received by an establishment in many ways depending on where they are,
what they are offering and what technologies they have available.
1. Over the telephone – customers dial the establishment directly.
2. In person – the customer comes into the establishment and communicates directly with
the staff.
3. Mail – in some countries today, this is almost an extinct form for making a reservation.
4. Email – a booking done through an e-mail address.
5. Facsimile (fax) – this is another form of communication that is being replaced by
technology.
6. Internet – an on-line booking via a website.
7. Third party reservations – a booking that uses a reservation company to make a
booking for you e.g. Wotif, Asia Rooms, STA Travel, Showbizasia.
8. Central reservation service – a central reservation service that controls reservations
for several venues.
9. Same chain referral – a reservation that has been referred from another establishment
belonging to the same group, for example: Asian Car Rental, Hyatt Hotels, and Hilton Spas.
How to Take Table Reservations
Tips in Taking Table Reservations

1. Answer inquiries promptly, clearly and as accurately as possible.
2. Ask pertinent questions to complete the details of the reservation. Take note of specials,
and changes in the menu and make sure to inform guest about it.
3. Gather all pertinent information on the reservation from the guest politely and efficiently.
4. Accurately record reservation data on forms and based on establishment standards.
5. Confirm customer reservations prior to their arrival.
6. Impart additional information to the guest such as food establishment, parking conditions
and directions to the establishment.
7. Always be calm and polite when speaking to the guests.
8. Avoid double booking.
Let us look at the tips that will help you communicate better over the phone:
Greeting
Take permission and be polite
Identify self and the organization
Clarity
Purpose of the call
Know your timeline and keep it short
Avoid fillers and keep it interesting
Smile through the phone
Find some quiet place
Summarize, paraphrase and close
Answering the telephone:

 Wish the caller as per the time of the day:
 Good (morning/afternoon/evening). Roof Top Restaurant Albert speaking. How may I

help you?
Acknowledging a reservation request
 Certainly Mr. David, (use name if whenever known)
 Yes of course sir or madam, (use name if known)
Taking the table reservation details:
Standard questions
 May I have your name, please?
 When would you like book your table?
 A table for how many guests?
 Where would you like to sit?
 Do you prefer a smoking area? (Only applicable if your restaurant has separate
smoking area / zone)
When you check the reservations book
 Please excuse me, (name), while I check the reservations.
 Please allow me to put your call on hold, While i check the availability.
 Just one moment, please (name), while I see what we have available.
Returning to the caller
 I’m sorry to keep you waiting, (name).
 Sorry to keep you on hold, (guest Name)
 May I have your (mobile number), please?
Cozfirming the details
 May I please repeat the table reservation details, A table for (2) (this afternoon /
on Sunday, 31 October) at (2.00 p.m.) in the name of (Mr. David). And your
(telephone number) is (123456789). Is that details correct?
Saying goodbye
 Thank you very much for calling, Mr. David. We look forward to seeing you then. Have a
great day ahead.
When a table is not available or where the guest wants one
 I’m afraid we don’t have a table at that time. Would (2.30) be suitable?
 I’m afraid we don’t have a table available there at that time. But there is a table
available (say where) then. Would that be suitable?
Offering an alternative
 May I help you to reserve a table at another of our restaurants instead?
 Perhaps you’d like to have (lunch) in the (Wok Restaurant), where there will be a
buffet this afternoon.
Process for reconfirming a restaurant table reservation request:
Standard reconfirmation
 Good Morning, Mr. David. This is Albert from the Roof Top restaurant speaking.
 I would like to reconfirm your reservation for a table for 2 this afternoon at
02:00 p.m.
 Thank you very much for making the reservation and we look forward to being of
service to you and your (guest) this evening.
Reconfirmation of a table reservation with a special request
 Good afternoon, Mr. David. This is Albert from the Roof Top

restaurant speaking.
 I would like to reconfirm your reservation of a table for 2 this evening at

7:00 pm.
 A birthday cake with the wording "Happy Birthday to Betty" has been arranged

for tonight.
 Should you have any other request, please let us know.
 Thank you very much for making the reservation and we look forward to being of
service to you and your (guest) this evening.
WATCH THE VIDEO FOR DEMONSTRATION
https://www.youtube.com/watch?v=EmwPkK1u-gk

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TAKING TABLE RESERVATIONS

Types of Restaurant Reservations

Some Ways to Check Availability

Ways Reservations May Be Received

How to Take Table Reservations

Tips in Taking Table Reservations

Answering the telephone:

 Good (morning/afternoon/evening). Roof Top Restaurant Albert speaking. How may I

Acknowledging a reservation request

 Certainly Mr. David, (use name if whenever known)

 Yes of course sir or madam, (use name if known)

Taking the table reservation details:

 May I have your name, please?

 When would you like book your table?

 A table for how many guests?

 Where would you like to sit?

When you check the reservations book

 Please excuse me, (name), while I check the reservations.

 Just one moment, please (name), while I see what we have available.

Returning to the caller

 I’m sorry to keep you waiting, (name).

 Sorry to keep you on hold, (guest Name)

 May I have your (mobile number), please?

Cozfirming the details

When a table is not available or where the guest wants one

 May I help you to reserve a table at another of our restaurants instead?

Process for reconfirming a restaurant table reservation request:

 Good Morning, Mr. David. This is Albert from the Roof Top restaurant speaking.

Reconfirmation of a table reservation with a special request

 Good afternoon, Mr. David. This is Albert from the Roof Top

 I would like to reconfirm your reservation of a table for 2 this evening at

 A birthday cake with the wording "Happy Birthday to Betty" has been arranged

 Should you have any other request, please let us know.

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