MAKING RESERVATIONS

OBJECTIVES

By the end of this session you will learn:

 basic steps on how to make reservation
 What not to say on the phone when making a
reservation
 Phone mannerism which is used and recognized
Internationally
 What is Reservation?

 It is booking in advance for a space for

a special period of time.
 An arrangement to secure
accommodations, such as, room, table
or seat at a restaurant or hotel, on a
boat or plane, etc.
 Details for Reservation

• Date of reservation
• Time of arrival
• Number of persons
• Name of person who will use the reservation
• Name of person making the reservation(caller)
• Attendant
• Special requirements
 SPECIAL REQUIREMENTS

 Table by the window

 Table of 10
 High chair
 Allergies eg. Garlic,seafoods
 Bottle of champagne on arrival
 Wheelchair access
 Bday cake
 Anniversary cake
 Personalized menu
 Private room
 HANDLING RESERVATIONS OVER THE
PHONE

When receiving calls it is not the correct phone

manner nor is it professional to mention any of the
following:
x Hello
x Who is it?
x Who?
x What?
x Hang on/ hold on
x What do you want?
x He’s busy?
x Speak up, I can’t hear you?
x I’ll tell him.
x What’s your problem?
x I’ll try and transfer you.
On the telephone what would you say instead of?

x Hello
 Good morning thank you for calling KIT REsto, this is (first
name)
How may I assist you?
x Who is it?
 May I have your name please?
x Who?
 Who is calling please?
 Can you repeat your name please
x What?
 Can you please repeat
x Hang on/ hold on
 Please hold on
 One moment please
 One second please
 Just a moment please
 What do you want?
 Is there anything I can do for you
 May I help you
 How may I help you
 Speak up I can’t hear you
 Would you please repeat I can’t hear you
 I’ll tell him
 I will leave the message, thank you for calling
 CORRECT PHONE MANNER

 You should answer the phone within 3 rings

 You should not keep the call on hold for more than
30 seconds
 You must inform all callers of action being
taken(holding,transferring,etc)
 Keep the background noise-free
 Answer the phone with time of the
day,department,etc.( This is______, how may I
assist you? End with “thank you for calling”
 Always smile , use positive expressions and speak in
clear, polite and friendly manner
 USING GUEST NAME

 Obtain guests name

 check spelling
 Use guests name 3 times during conversation
 ACTIVITY

 In pairs you are to read your handouts practicing

conversations between restaurant manger and a
guest making a restaurant reservation/booking
 With your same partner you will need to design a
reservation template using the basic steps for
restaurant bookings.