How to Properly Take Table Reservations

Whether table reservation is taken over the phone, on-line through websites or
on-site, the important information to record when taking down table
reservations are:
1. Date of reservation
2. Time of reservation or arrival
3. Number of guests or persons
4. Name of guest or person who will use the reservation
5. Name of guest or person making the reservation
6. Contact information of:
a. guest who will use the reservation AND
b. guest making the reservation
7. Special requests
a. Table of choice
b. Server of choice
c. Menu and special menu offers like a birthday cake, wine service,
etc.
d. Special seating arrangements like a child’s high chair or area for a
wheelchair

Taking Table Reservations by Telephone

Here are 7 steps to follow to ensure a smooth flow when taking in table
reservations by telephone.
1. After 1-2 rings, pick up the phone and greet the customer with a light,
pleasant, professional voice with the suggested spiel:
Good (morning/afternoon/evening). (Name of Restaurant) , this is
(your name). How may I help you today?
2. Listen well to the customer request.
3. Acknowledge the customer’s table reservation request with the suggested
spiel:
 Before we continue, may I know your name so that I can address
you properly? (Customer mentions name.)
Thank you for choosing our restaurant, Mr/Ms (customer’s
name). You would like to reserve a table for (mention pax) for
(time) on (date). Am I correct?
(Wait for customer to confirm if you got reservation details
correctly.)
4. Request customer permission to be put on hold while you check on
restaurant availability to accommodate customer reservation with the
following spiel:
May I put you on hold for 30 seconds* to check if we can
accommodate your reservation request?
(Wait for customer to acknowledge and agree.)
Thank you.
*Make sure to be specific on the hold time mentioned. Get back
to customer before the hold time is used up if you need more
time.

5. Return to the customer to confirm or deny customer reservation request

with the following spiel:
Thank you for patiently waiting, Mr./Ms (customer’s name). We
are confirming that we are booking your reservation for
(mention pax) for (time) on (date) in the name of (customer’s
name or ask customer preferred name of reservation). Would
there be anything else that we can help you with? Would there
be a special occasion or other special menu requests that you
would like us to assist you with for this reservation?
6. Get a confirmation reply from the customer
a. At this point, it is critical that you listen well to your customer if
there are other requests or special arrangements that he/she
 would like the restaurant to prepare. Your customer might want to
have a special vegetarian menu for a member of his party, or
perhaps request for wine to be served at a particular time of the
meal. Take note of these special requests and make sure that they
are communicated to the rest of the restaurant and kitchen staff.
b. This is also a good opportunity to inform the customer of special
dishes and special deals or promotions that the restaurant is
offering that the customer might be interested to avail of.
c. If customer wants to avail of special offers or has a special request,
take note and re-confirm with the customer.

7. Close the call with the following spiel:

Thank you for calling and choosing (Name of Restaurant),
Mr./Ms (Customer Name). We would like to remind you that we
can hold the reservation for a window of 15 minutes before and
after the time of your reservation. We look forward to seeing
you on (reservation date). Have a great day.

Taking Table Reservations On-Site

Follow these 3 simple steps for taking restaurant reservations on-site. From
the time the restaurant opens until closing, make sure that the restaurant
host/hostess is at the restaurant door to greet walk-in customers.
1. Host/Hostess welcomes guests into the restaurant. Consider using the
following welcome spiel:
Hello. Good (morning/afternoon/evening). Welcome to (Restaurant
Name). My name is (your name). How can we help you?
2. Host/Hostess confers with the reservation schedule and seating chart for
the day as well as with a quick ocular check on the dining room traffic to
check if the reservation can be accommodated. Host/Hostess then
verbally confirms the requested table arrangement, and advises guest of
 possible wait time to prepare the tables or suggests possible table
options for the guests to choose.
3. Host/hostess then ushers and sits the guests at their table and
endorsers them to a dining room server to complete the dining
experience. A closing spiel could be:
This is (name of dining room server) and he/she will assist you
for the rest of your meal. Bon appetit!