Checking Reservation Details

Most foodservice establishments nowadays accept reservation. A reservation is an advance

arrangement to secure accommodations in a restaurant or hotel.
Often times, guests make reservations through telephone, the internet, or in person.
Members of the front – of – the house must be trained in taking reservations so that they will be
able to obtain all the necessary information from the guest and explain the policies of the
restaurant.

Reservation Procedure

1. Receive the reservation. One of the skills needed in taking reservation is telephone call
handling skills. When the telephone rings, answer the call by speaking it clearly and do not
forget to greet the person on the other line projecting a smile in your voice. Greet the caller as
indicated by the time of the day. Follow this pattern:
Greetings + identify the establishment + identify self + offer help.

Example: Good morning, (State the name of the restaurant). This is (your name) speaking,
How may I help you?

2. Take the reservation details. When taking reservations, the essential information is as
follows:
a) Date: ( the day the reservation is made)
b) Guest name: (name of the guests)
c) Number of Covers: (the number of guests an establishment will seat or the number of
guests attending the function)
d) Date of reservation: (the date and time of the reservation)
e) Time of arrival:
f) Special request:
Location (near the window, at the centre, near the entrance), things to prepare for the
table (candles, flowers, wines, balloons)
Ask the guest if they do have occasions to celebrate.
g) Contact number: ( contact information)
3. Check the reservation book.
Allow a time to check the reservation book to prevent double bookings.
4. Accept or deny reservation. After checking the reservation book, you may use the following
phrases when returning to the caller:
o Thank you for waiting, (name)
o Sorry to keep you on hold, (name)

Then properly communicate whether their preferred table is available on their chosen schedule. In
instances that a table is not available or where the guest wants one, still be polite in informing the
caller. You may offer alternative options too. The spiels below may help to address this concern:

o I am afraid we do not have a table at that time. Would 8:30 pm be suitable?

o I am afraid we do not have an available table there at that time. But there is a table
available (say where) then. Would that be alright?

If their preferred table is available on their chosen schedule, get other particulars from the client.
Repeat and verify the information to the guest for confirmation. Do this as courteously as possible.

5. Document the details of the reservation. Be mindful of spellings especially that of the guests;
name. These details must be written in the booking sheet.
6. Saying good-bye. End the call by thanking the client for calling. Say that you are looking
forward to see them on their reservation.

In the event of cancellation of reservation, confirm the cancellation with the guest by repeating all
the details of the reservation and ask if they would like to make a reservation for another occasion
in place of the cancellation.