Unit 1

Handling
Reservation
By

A. To start you off

1. Make a list of the kinds of information you need when you take down a table reservation
over the telephone. For example: 1. For what day?
2. Can you say the alphabet in English? Recite it together with other members of your class.

B. Developing the Topic

ACTIVITY 1
Study the following spelling system in sound system and American system, spell your name by
using the systems. Work in pairs, spell the words to your partner and ask them to mention the
words you spell. Do it in turn!

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 ACTIVITY 2
When handling restaurant reservation, you should know how to ask a guest for information in
order to get the necessary details. Study the following expressions and practice to pronounce the
correctly.

• Daeng restaurant, good morning

• Daeng restaurant, how can I help you?

• What time will you be arriving?

• When will you be arriving?
• For what time/day will that be?
• For what time/day would that be?

• For many (people) will that be?

• For many (people) would that be?
• How many would that be in your party?

• What name is it, please?

• Could I have the name, please?
• Could you spell the name, please?
• How do you spell/write your name, please?

• Do you have any special requests?

• Is there any special request?
• Would you like a table near the garden?

• Your booking is a table for three people for Saturday at 7

o’clock
• So that's a table near the pool for five at seven p.m. tomorrow night.
• Thank you for calling. We look forward to seeing you.

ACTIVITY 3
When you handle a reservation you have to know exactly the information you need from your guests. The
following stages in handling a reservation may help you to get the information. Study the stages, and then
write two possible questions or expressions for each stage. Number one is done for you.

1. Say the name of the restaurant, greet the caller, and offer help.
a. Tongkon Restaurant. Good morning. May I help you?
b. Ratu Daeng Restaurant, good afternoon. Can I help you?
2. Ask the day.
a. …………………………………………………………………….
b. _____________________________________
3. Ask the time.
a. …………………………………………………………………….

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 b. _____________________________________

4. Ask the number of people

a. _________________________________
b. _________________________________
5. Ask the name.
a. _________________________________
b. _________________________________
6. Ask the spelling of the name.
a. _________________________________
b. _________________________________
7. Ask for special requests, if any.
a. _________________________________
b. _________________________________
8. Summarize the booking and thank the caller.
a. _________________________________
b. _________________________________

C. Controlled Practice
ACTIVITY 4
Study the following dialogues. Pay attention to the expressions used by the restaurant employees.
Practice with your partner in a Role Play

Dialogue a
Manager : Ratu Daeng Restaurant, good morning.
Customer : Can I speak to the manager please?
Manager : Speaking.
Customer : I'd like to reserve a table for tonight.
Manager : Yes, sir, for how many would that be?
Customer : For five.
Manager : And what time will you be arriving?
Customer : At about 7.30. I think.
Manager : Oh yes, and what name was that please?
Customer : Engre, Ambo Engre.
Manager : Could you spell it please?
Customer : E-N-G-R-E
Manager : Very good Mr. Engre. Do you have any special requests?
Customer : Can we have the table near the band?
Manager : Yes, of course. So that's a table near the band for five at 7.30 this evening.
Customer : Thank you. Goodbye.
Manager : Good bye.

Dialogue b
Waiter : Enhaii Restaurant. Good afternoon.

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 Guest : Good afternoon. I would like to book a table please.
Waiter : Oh yes. For what day would that be, Madam?
Guest : Tomorrow night.
Waiter : Tomorrow night. And what time would you arrive?
Guest : 7.00 o'clock.
Waiter : Seven o'clock. And how many will there be in your party, Madam?
Guest : Five.
Waiter : Oh, five. What name was it, please?
Guest : Namira
Waiter : How do you write the name please?
Guest : N-a-m-i-r-a
Waiter : Alright Mrs. Tanto. Do you have any special requests?
Guests : Yes, we prefer the table near the pool if possible.
Waiter : Certainly madam. So that's a table near the pool for five at seven p.m. tomorrow night.
Guest : Thank you. Good bye.
Waiter : Good bye.

ACTIVITY 5
You will hear a telephone conversation between a waiter at the Deep Sea Restaurant and Mr Saarinen.
First, listen and write down the waiter's actual words. The conversation is at natural speed and so you
may need to listen more than once.
Then listen again, and note down the information which Mr Saarinen gives.

Waiter Customer

Announces restaurant. The Deep Sea

Restaurant. Greets customer. …………….
Greets waiter. Asks to book a table.

Agrees. ………………………………
Asks: What day? ………………………………
Says the day. Today

Asks: What time? ………………………………

Says the time. …………………..

Asks: how many?………………………………

Says the number of people. ……………..

Asks: What name? ………………………………

Says the name. ……………………..

Asks for the spelling. ……………………………

Give the spelling ……………………..

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 Thanks.6……………………………
ACTIVITY

Complete the following dialogues. For Dialogue a, decide the name of the restaurant on your own;
and for Dialogue b, use your own name. Then practice it with your partner in a Role Play!

Dialogue a
Waiter : ……………………………………………………………………………………………………………
Customer : Good morning. Have you got a table somewhere private for today?
Waiter : ……………………………………………………………………………………………………………
Customer : That would be for dinner.
Waiter : ……………………………………………………………………………………………………………
Customer : Six thirty this evening.
Waiter : ……………………………………………………………………………………………………………
Customer : For seven of us.
Waiter : ……………………………………………………………………………………………………………
Customer : Samsuddin.
Waiter : ……………………………………………………………………………………………………………
Customer : S-a-m-s-u-d-d-i-n
Waiter : ……………………………………………………………………………………………………………
Customer : thank you, good bye.
Waiter : ……………………………………………………………………………………………………………

Dialogue b
Manager : Kirei Restaurant. Good morning.
Guest : …………………………………………………………………………………………………………..
Manager : Yes. When would you like to arrive, sir?
Guest : …………………………………………………………………………………………………………..
Manager : Sunday. And for how many people would that be?
Guest : …………………………………………………………………………………………………………..
Manager : Nine. Good. What time would you like to arrive?
Guest : …………………………………………………………………………………………………………..
Manager : Twelve thirty. And could I have the name please?
Guest : …………………………………………………………………………………………………………..
Manager : Mr. Bambang. Could you spell the name please?
Guest : …………………………………………………………………………………………………………..
Manager : Thank you. Is there any special request?
Guest : …………………………………………………………………………………………………………..
Manager : Certainly sir. So that's a table near the band for nine people on Sunday at twelve thirty.
Guest : …………………………………………………………………………………………………………..
Manager : Good bye.

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 ACTIVITY 7
Role playing. Use the reservation slips below. One student acts as a waiter and the other two as
customers. The customers are free to decide the day, time, number of people, name, and special
requests, etc.

KIREI Restaurant KIREI Restaurant

Reservation slip Reservation slip
Day/date: _____________ Day/date: __________
Number of people: _____________ Number of people: ____________
Time: ___________ Time: ____________
Name: __________ Name: ___________
Special requests: a. meal: _________ Special requests: a. meal: ___________
b. table: ___________ b. table: ___________

ACTIVITY 8
Study the following phrases or expressions. Be sure to use the proper or formal expressions when speaking
to guests. Get used to them by trying to use them in the classroom from now on.
Expressions/phrases to use Expressions/phrases to avoid

Good morning, madam. Hi

Good evening, sir. Hello, sir.
Excuse me. Hey.
Goodbye See you.
How are you? How's it going?
Thank you very much How's life?
Very well, thank you. Thanks a lot
It's all right, sir. OK
Certainly, madam
Can I help you, sir? Help you?
What can I do for you, madamn? Come this way.
Would you like to come this way? No, you cannot.
Would you follow me, please? Cannot lah.
I'm afraid…….. Forget it.
I'm sorry.....
You're welcome.
Don't mention it.

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