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.
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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
establishment 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.
Possible questions of customers when taking table reservations:
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• 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
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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.
”
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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:
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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.
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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.
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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
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