SLIDESHOW FOR FBS STUDENTS

1. RESERVATION

2. 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
 A table reservation is an arrangement made in
advance to have a table available at a
restaurant.

3. Types of Reservation
 1. Manual Reservation System requires a person designated, usually a host or
hostess, to answer the phone, record the details of the said reservation, and
take the credit card information as a guarantee. The designated person may also
answer questions related to the reservation, menu, directions, parking areas,
and other pertinent information.
 A growing trend in Manual Reservation System is the Call Ahead Seating where
the guests call when they are on their way and set a specific time when they
will arrive. Usually, restaurants will hold a table for 20-30 minutes. However, in
cases where there is a long line of walk-in guests waiting for seats, restaurants
would often opt to serve guests on a first-come-first-served basis

4. Types of Reservation
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. Other information about
the restaurant, such as directions to the place,
parking, active promotions, and discounts are
posted online; thus, it has less need for host or
hostess.

5. Possible questions of customers when taking table
reservations
 What kind of cuisine do you offer? (French, Italian, Cantonese,
Modern Australian, etc.)
 What style of menu do you offer? (A la carte or table d’ hote)
 Do you accept credit cards? If yes, what type of credit card do you
take?
 Can we bring in other food and drinks bought outside?
 Is there corkage for the food and drinks bought outside? If yes,
how much?
 What time do you start serving? For lunch? For dinner?

6. Possible questions of customers when taking table
reservations
 Do you accommodate children?
 Can we bring pets? What accommodations can you provide for
pets?
 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? What is the nearest landmark?

7. Procedure for Reservation
 Most food service establishments nowadays accept reservations. A reservation is
a promise for a table in a restaurant. A reservation works in two ways. First, the
restaurant promises to have a table ready for the guests for a certain time.
Then, the guests commit to show up at the reserved time for the reserved table.

 Oftentimes, guests make reservations manually through the telephone or in-
person and online through the internet. Members of the front-of-the-house must
be trained in taking reservations so that they will be able to obtain all the
necessary information from the guests and explain the policies of the
restaurant.

8. Reservation Procedure

1. Receive the reservation. One of the skills you need in
taking reservations is telephone call handling skills. When
the telephone rings, answer the call and do not forget to
greet the person on the other line. Greet the caller as
indicated by the time of the day. You may say, “Good
morning. (state the name of the restaurant). How may I
assist you today?”

9. Reservation Procedure
2. Take the reservation details. When taking reservations,
the essential information is as follows:
the day the reservation is made
names of the guests
contact information
the day and time of reservation
the number of covers
smoking preference (smoking, nonsmoking, or no
preference)
any special requests

10. Reservation Procedure
3. Check the reservation book.
Allot a time to check the reservation book to prevent
double bookings.
You may use the following to advise the customer:
Please excuse me, (name), while I check the
reservations.
Please allow me to put your call on hold, while I check
the availability.
Just one moment, please (name), while I see what we
have available

11. Reservation Procedure
4. Accept or deny reservation. After checking the
reservation book, you may use the following
phrases when returning to the caller:
 I am sorry to keep you waiting, (name).
 Sorry to keep you on hold, (name).

12. Reservation Procedure
 Then, properly communicate whether their preferred table is available on their
chosen schedule. In instances that a table is not available or where the guest
wants one, still, be polite in informing the caller. You may offer alternative
options, too. The following may help you address this concern:
 I am afraid we do not have a table at that time. Would 8:30 PM be suitable?
 I am afraid we do not have an available table there at that time. But there
is a table available (say where) then. Would that be all right?
 May I help you to reserve a table at another of our restaurants instead?
 Perhaps, you would like to have dinner in the (name of the restaurant),
where there will be a special menu this evening.

13. Reservation Procedure
 If their preferred table is available on their chosen schedule, get
other particulars from the client. Repeat and verify the
information to the guest for confirmation. Do this as courteously as
possible.

5. Document the details of the reservation. Be mindful of spellings
especially of the guests’ names. These details must be written on
the booking sheet. This form has the maximum number of covers
that can be accommodated by the restaurant on a specific day. It
also contains the running total of pre-booked covers to be kept.

14. Reservation Procedure
6. Give reminders. Before ending the call or conversation for reservation, make
sure that you have explained the policy of the restaurant regarding holding
reservations. For instance, establishments may require guests to arrive 15 minutes
prior to the reserved time. If they fail to arrive, then their reserved table will be
given to a walk- in guest.
7. Saying goodbye. End the call by thanking the client for calling. Say that you are
looking forward to seeing them on their reservation.
In the event of cancellation of a reservation, confirm the cancellation with the
guest by repeating all the details of the reservation and ask if they would like to
make a reservation for another occasion in place of the cancellation.

15. Directions: Arrange the following procedure for taking a reservation. Write the
procedures inside the corresponding box.
1. Document the details of the reservation.
2. End the call by thanking the client for calling.
3. Make sure that you have explained the policy of the restaurant
regarding holding reservations such as guests are required to
arrive 15 minutes prior to the set reservation.
4. Accept or deny reservation
5. Receive the reservation
6. Take the reservation details.
7. Check the reservation book.

16. TABLE RESERVATION PROCEDURE
1. Receive the reservation.
 2. Check the reservation book.
 3. Take the reservation details.
 4. Accept or deny reservation.
 5. Document the details of the reservation.
 6. End the call by thanking the client for calling.
 7. Make sure that you have explained the
 policy of the restaurant regarding holding
 reservations such as guests are required to
 arrive 15 minutes prior to the set reservation

17. REINFORCEMENT
 Direction: Make a telephone conversation script based on the given situation:

 Total No. of guest: A family of 12 composed of eight adults ( two senior
citizens, a-year-old baby, and three children.
 Purpose: Lunch reservation
 Condition: First time in the restaurant
 One adult vegetarian
 No smoking area
 Need high chair

18. RUBRICS
Your output will be rated using the scoring rubric below.
SCORE CRITERIA
5 The output showed outstanding skills in writing
/making a telephone conversation and appropriate
to the given situation.
4 The output showed very good skills in writing
telephone
conversation and appropriate to the given situation
3 The output showed good skills in writing/making
telephone
conversations but not suited to the given situation.
2 Needs improvement.