RESERVATION
In the food industry reservation is defined as an
arrangement to have something (room, table, or
seat) held for your use at a later time. A
guaranteed seat brings in more customers and
increases revenue.
TYPES OF RESTAURANT
RESERVATIONS
1. Manual Reservation System
2. Online Reservation System
MANUAL RESERVATION SYSTEM
Depends on the person designated, usually a host or
hostess, to answer the phone, record the details of
the said reservation, and taking their credit card
information as a guarantee.
They may also answer guest’s questions, give
accurate directions to the restaurant, and provide
clear information about parking.
ONLINE RESERVATION SYSTEM
Makes use of the internet through a website,
where all the necessary information needed
for a reservation is keyed in by the guest.
ONLINE RESERVATION SYSTEM
Other information about the restaurant, such
as directions to the place, parking, active
promotions and discounts are also available
online, instead of depending on the host or
hostess for these details.
CALL AHEAD SEATING
Reserving a seat in the restaurant
Doing so reduces the guest’s time upon
arriving at the restaurant.
The guest calls when they are on their way
and sets a specific time they will arrive.
CALL AHEAD SEATING
Usually restaurants will hold a table for 20-30
minutes.
CALL AHEAD SEATING
However, in cases where there is a long line of
walk-in guests waiting for seats, calling ahead
may not ensure them a seat.
CALL AHEAD SEATING
Restaurants would often opt to serve guests on
the first come-first served basis.
CALL AHEAD SEATING
Other restaurants also ask for the credit card
information of the guests to ensure their seats.
Since this guarantees the transaction, the restaurant
manager has to make sure that there will be no over
booking of guests and are accommodated right
away at the time reserved for them.
HOW TO TAKE RESERVATIONS
1. Answer inquiries promptly, clearly, and as
accurately as possible.
HOW TO TAKE RESERVATIONS
2. Take note of specials, and changes in the menu and
make sure to inform guests about it.
HOW TO TAKE RESERVATIONS
3. Gather all pertinent information on the
reservation from the guest politely and
efficiently.
HOW TO TAKE RESERVATIONS
4. Accurately record reservation data on forms
based on establishment standards.
HOW TO TAKE RESERVATIONS
5. Repeat the details of the reservations with the
customer.
HOW TO TAKE RESERVATIONS
6. Confirm customer reservations prior to their
arrival
HOW TO TAKE RESERVATIONS
7. Impart additional information to the guest
such as parking conditions and directions to the
establishment
HOW TO TAKE RESERVATIONS
8. Always be calm and polite when speaking to
the guest.
HOW TO TAKE RESERVATIONS
9. Avoid double booking
POSSIBLE QUESTIONS OF CUSTOMERS
WHEN TAKING TABLE RESERVATIONS
1. What kind of cuisine do you offer? (French,
Italian, Cantonese, Modern Australian, etc.)
POSSIBLE QUESTIONS OF CUSTOMERS
WHEN TAKING TABLE RESERVATIONS
2. What style of menu do you offer? ( A la carte
or table d’ hote)
3. Do you accept credit cards? If yes, what type
of credit card do you take?
POSSIBLE QUESTIONS OF CUSTOMERS
WHEN TAKING TABLE RESERVATIONS
4. Can we bring in other food and drinks
bought outside?
5. Is there corkage for the food and drinks
bought outside? If yes, how much?
POSSIBLE QUESTIONS OF CUSTOMERS
WHEN TAKING TABLE RESERVATIONS
6. What time do you start serving? For lunch?
For dinner?
7. Do you accommodate children?
POSSIBLE QUESTIONS OF CUSTOMERS
WHEN TAKING TABLE RESERVATIONS
8. Do you cater to persons with disability?
9. Can we bring in pets? What accommodations
can you provide for pets?
POSSIBLE QUESTIONS OF CUSTOMERS
WHEN TAKING TABLE RESERVATIONS
10. Are all rooms air-conditioned?
11. Do you have parking facilities?
POSSIBLE QUESTIONS OF CUSTOMERS
WHEN TAKING TABLE RESERVATIONS
12. Do you cater for specific functions?
13. Do you have a smoking area?
14. How do we get there? What is the nearest
landmark?
Most reservations are taken over the telephone.
Therefore, the telephone operator should be
friendly and accommodating. Customers may
easily be discouraged and may never call again
if they are not treated well.
• Always answer the phone immediately.
• The reservation book should always be ready
at hand.
• State the name of the establishment clearly.
• Greet the caller courteously by saying, for
example ( Good evening)! Thank you for
calling (name of the establishment)! May I
help you?” “May I have your name please?”
• Answer questions clearly and politely. If you
do not know the answer, find someone to help
you ask if they are willing to wait for a few
minutes. You may also ask for the contact
details so you can call them back or request
them to call you back.
• Politely decline if the time requested for
reservation is already filled. Suggest possible
times and other options to accommodate the
reservation.
• Confirm all the details by repeating the name,
date and time of arrival, the number of people
in the party, and the contact number. Make
sure all these details have been clearly written
in the reservation books.
• Be courteous and hospitable in closing a
conversation. You may say “Thank you Mr.
Quezada. We look forward to seeing you at
the party.”
TAKING THE RESERVATION
• Perform a telephone reservation.
Sample situation:
a. Total number of guests: A family of 10
composed of 7 adults- (2 are senior citizens) and
3 children
• B. Purpose: Dinner Reservation
• C. Condition: First time to try the restaurant
One adult vegetarian
No smoking area
• The following skills shall be observed during the
play:
1. The phone answered promptly and with
appropriate greetings.
2. Inquiries are properly answered with clarity and
accuracy.
• 3. Pertinent questions are asked to complete the
details of the reservations.
• 4. Reservation data are accurately recorded based
on the establishment’s standards.
• 5. Details of the reservations are repeated and
confirmed with the party making the reservation.
• 6. Additional information about the food service is
provided when necessary.
PERFORMANCE OF THE LEARNERS
WILL BE RATED USING THIS RUBRIC:
Description Score
Demonstrate outstanding 15
communication skills in taking phone
calls when taking reservations and
observe all the six skills with much
confident.
Demonstrate very good communication 12
skills in taking reservation and observe
4 to 5 skills with confidence.
PERFORMANCE OF THE LEARNERS
WILL BE RATED USING THIS RUBRIC:
Description Score
Demonstrate good communication 10
skills in taking reservation and
observe 3 skills with confidence.
Demonstrate poor communication 7
skills in taking reservation and
observe 1 to 2 skills without
confidence.
Did not demonstrate any skill in 5
taking reservation.
ASSIGNMENT
Research additional advantages and
disadvantages of taking reservation. Write it
on a long bond paper.
