Reservation

Prepared by: Joelan S. Aguilar

Do’s
Don’t’s
Table Reservation
 Is an arrangement made in advance to have a table
at a restaurant. While most restaurants in the vast
majority of the world do not require a reservation,
and some have no policy or simply any channel for
making one, so-called higher end restaurants
mainly in overcrowded cities often require a
reservation, and some may have tables booked for
weeks in advance.
Answering telephone
 Answer the telephone within 3 rings.
 Wish the caller as per time of the day.
Acknowledging a reservation
request
 Ask for a guest name.
Taking the table reservation
details
Standards questions
 When would you like to book your table?
(Specific date)
 A table for how many guest?
 Where would you like to sit?
 Do you prefer a smoking area? (if the
restaurant has a separate smoking area
zone)
Details of reservation may
include the following:
 Date of reservation
 Time of arrival
 Number of persons
 Name of person who will use the
reservation
 Name of person making the reservation
 Contact details of the person checking in
and of the person making the reservation.
 Special request
When you check the
reservations book
 Please excuse me, (name of guest), while
I check the reservations.
 Please allow me to put you on hold, while
I check the reservation system/ book.
 Just one moment please (name of guest),
while I see what we have available.
Returning to the caller
 I'm sorry to keep you waiting (name of
guest)….
 Sorry to keep you on hold (name of
guest)…
 Than you for waiting (name of guest)…
Confirming the details of
reservation
 May I please repeat the table reservation
details. A table for 2 this afternoon,
Monday, July 21 at 2:00pm under the
name of Mr. Sikaswan and your
telephone number is 09123456789. Are the
entire details of reservation correct sir?
Saying goodbye
 Thank you for calling Mr. Sikaswan. We
look forward to seeing you then. Have a
great day!
When the table is not
available
 I’m
sorry ma’am/sir (name of guest), but
we don’t have available table at that
time. Would 3:00pm be suitable?
Offering an alternative
 Perhaps
would you like to have lunch at
(name of restaurant) that is located at…..
Processing for reconfirming
a restaurant table
reservation request:
Standard Reconfirmation
 Good Morning Mr. Sikaswan. This is Joe
from DHVSU Restaurant speaking.
 I would like to reconfirm you reservation of
a table for 2 this afternoon, Monday, July
21 at 2:00pm under your name.
 Should you have any other request?
Please let me know.
Bidding Good bye
 Thank you so much for making the
reservation and we look forward to being
of service to you and your guest this
afternoon.
Activity
 After watching the video, assess the
reservations agent/ waiter in terms of
doing the reservation process.
 List down all the positive and negative
points.