Notes on Taking and Managing Restaurant Reservations
Skills for Taking Table Reservations
To effectively take table reservations, the following skills are essential:
Answer inquiries promptly, clearly, and accurately.
Ask pertinent questions to gather complete reservation details.
Accurately record reservation data on forms based on establishment standards.
Confirm reservation details with the customer.
Provide additional information about the food service establishment.
Foodservice Systems
Before working in the food and beverage industry, it's crucial to understand the different types of food service systems.
Conventional Foodservice System
The most common system where ingredients are assembled, and food is produced on-site.
Typically used in cafeterias, restaurants, small hospitals, and school canteens.
Centralized (Commissary) Foodservice System
Also known as a central kitchen or food factory, food is prepared in one central location.
It is then transported to satellite kitchens.
Most effective for mass production; commonly used in the airline industry.
Ready-Prepared Foodservice System
Food is produced on-site, then chilled or frozen for later use.
It is reheated and served to customers on-site.
Production can be scheduled flexibly since food is stored and readily available.
Commonly used in hospitals and prisons.
Assembly-Serve Foodservice System
Food is purchased, stored either chilled or frozen, then portioned, reheated, and served.
Often used by in-flight caterers.
Methods of Taking Reservations
Reservations can be taken in various ways, with different implications for both the restaurant and the guest.
Phone Reservation: Requires a host or hostess to answer the phone, record reservation details, and possibly take credit card information as a guarantee.
Online Reservation System: Uses the internet through a website, where guests enter all necessary information. Additional restaurant details like directions, parking, and promotions are also available online.
Call Ahead Seating: Guests call when they are on their way and set an arrival time. Restaurants typically hold a table for 20-30 minutes. However, this may not guarantee a seat if there are many walk-in guests.
Credit Card Guarantees
Some restaurants ask for credit card information to ensure reservations, guaranteeing the transaction. Restaurant managers must avoid overbooking to accommodate guests promptly.
Reservations vs. Walk-ins
Some restaurants do not accept reservations, often those with high walk-in traffic, preferring to serve guests on a first-come, first-served basis.
Tips for Taking Table Reservations
Answer inquiries promptly, clearly, and accurately.
Note any specials or menu changes and inform guests.
Gather all pertinent information politely and efficiently.
Accurately record reservation data based on establishment standards.
Repeat the details of the reservation to the customer.
Confirm customer reservations prior to their arrival.
Provide additional information such as parking conditions and directions.
Always be calm and polite.
Avoid double booking.
Possible Customer Questions
What kind of cuisine do you offer (e.g., French, Italian)?
What style of menu do you offer (A la carte or table d'hote)?
Do you accept credit cards, and if so, which types?
Can we bring in outside food and drinks?
Is there a corkage fee for outside food and drinks, and if so, how much?
What time do you start serving lunch and dinner?
Do you accommodate children?
Do you cater to persons with disabilities?
Can we bring in pets, and what accommodations are available?
Are all rooms air-conditioned?
Do you have parking facilities?
Do you cater to specific functions?
Do you have a smoking area?
How do we get there, and what is the nearest landmark?
Telephone Etiquette
Answer the phone immediately.
Keep the reservation book ready.
State the name of the establishment clearly.
Greet the caller courteously (e.g., "Good morning! Thank you for calling [establishment name]! May I help you?", "May I have your name please?").
Answer questions clearly and politely. If unsure, find assistance or offer to call back.
Politely decline if the requested time is filled, suggesting alternatives.
Confirm all details: name, date, time, number of people, contact number.
Be courteous and hospitable in closing the conversation.
Advantages and Disadvantages of Taking Reservations
Accepting reservations has advantages and disadvantages for both the restaurant and the guests.
Advantages
For the establishment: Knowing dining details like the number of guests at a specific time aids in preparations and can lead to increased revenue through special occasions or large parties.
For guests: Faster service, assurance of a table.
Disadvantages
Reservations may limit the number of guests and affect sales.
Special Occasions
Taking reservations for special occasions allows restaurants to advertise their offerings and ensure customer satisfaction.
Fairness
While some restaurants operate on a first-come, first-served basis, accepting reservations helps prioritize guests and makes it easier to manage waiting times.
Higher Checks
Reservations often lead to higher revenue due to larger parties or special event planning.
Absent Customers
No-shows can negatively impact sales as the restaurant turns away other customers. Some restaurants charge a fee for no-shows.
Planning Ahead
Reservations allow restaurants to plan their staffing and layout to accommodate guests effectively.
Changes in Party Numbers
Restaurants must adjust table settings when reservation numbers change without notice.
Alternatives to Reservations
The waiting list: Guests wait inside the restaurant until their name is called.
The call-ahead list: Guests call to place their name on the waiting list and are notified when a table is available.
Pagers: Electronic pagers are used to notify customers when their table is ready.