Reservations Procedure Restaurant

20.04.22

Answering the phone – Availability (any person)

1. Greeting - Good Morning, Good Afternoon, Good Evening, ………... restaurant, my
name is …... how can I assist you?
2. Taking the reservation:
a. Taking the reservation must include:
i. date of booking,
ii. lunch or dinner,
iii. number of guests,
iv. booking name
v. smoking or non-smoking area
vi. and telephone number
vii. your name (initials)
3. Write down all information in the reservations book.
4. Repeat all the information back to the guest.

Answering the phone - non-availability (any person)

1. Greeting - Good Morning, Good Afternoon, Good Evening, ……… restaurant, my
name is ….. how can I assist you?
2. Would you like to give me your name and your number please? Our responsible
person about the reservations will call you back as soon as possible.
a. Collecting the bellow information:
i. date of booking,
ii. lunch or dinner,
iii. number of guests,
iv. smoking or non-smoking area
v. and telephone number

Actions of the responsible person about the reservations (One person

only)
Only one person will be responsible for the reservations of each Friday, Saturday, Public
Holiday or busy day. (Supervisors)

1. We do the confirmations
2. We call ALL the guests we told them we will call them, as soon as possible.
3. We suggest any other option is available or another time, like the bars in Zen.
4. We suggest limited stay in the table, according to the next reservation.
5. We overbook
o the amount of the guests that usually cancel last minute
o when the weather allowed us to use the tables in station 6-7, we
suggest those tables and we promise that if we have any availability
inside, we will move them.
6. We prepare the reservations lists; we make copies, and we always cover them.
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 7. We keep notes about ALL the reservations we couldn’t accommodate, with their
details. We inform the daily report (new form) and
8. We consult the previous’ weeks notes to do efficient overbookings.

We always try to advise the time of arrival to create a second sitting on the table.

In case we cannot satisfy the guests with a reservation, we

 ask for, and note the below information and add the reservation in our waiting list

3. Confirming a booking:
a. Greeting - I would like to confirm your reservation for tonight.
b. Confirm the booking detail:
i. booking name,
ii. date of booking,
iii. number of covers,
iv. smoking or non-smoking area
c. Remind guests arrival time 
d. You must write CNF (confirmed) in the booking book 

We always try to avoid using negative words, like:

 We don’t have
 There is no
 No way!
 I’m sorry but
 Unfortunately

But we say:
 We do have in … (use another available option, place or time)

Avoid showing or answering with:

 Doubting and Discouraging
 Sarcasm and Slander

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