Thank you for the role play scenario. Unfortunately I do not have the capability to perform a phone call role play. However, here are the key points I would cover if taking the reservation over the phone: "Thank you for calling Restaurant Name. How can I help you today?" "Okay, I have a reservation for a family of 10, with 7 adults and 3 children for dinner. Can I get the name for the reservation?" "Great, thanks Mr./Ms. Last Name. Now let me just get some more details to complete the reservation. What time would you like the reservation for? Do you have any dietary restrictions I should be aware of? Okay, one adult is vegetarian. No problem, we

1. Take Table Reservations

2. The modality of table bookings helps restaurants to
estimate demand in a more accurate way, and therefore, to
improve sourcing and staffing, and to manage costs more
efficiently. By managing workflow in a better way, through
reservations, the restaurant will be able to deliver a better
quality of service.
Table reservations may be a good tool to increase
demand for certain restaurants. As clients know that there
is a limited capacity of seats, they will always prefer to
make a table reservation instead of arriving at the
restaurant and facing a long waiting line.

3. FOODSERVICE SYSTEM
Before engaging oneself in the food and beverage industry, one
must know what kind of food service system their
establishment is using. This will help in creating or finding
options for food production and service.
Types of FOODSERVICE SYSTEM
1. Conventional Foodservice System
2. Centralized (Commissary) Foodservice system
3. Ready-Prepared Foodservice System
4. Assembly- Service Foodservice system

4. 1. Conventional Foodservice System
This service system is the most common of
all the systems in foodservice. In this kind
of system, ingredients are assembled and
food/
dish is produced onsite. This system is
usually used in cafeteria, restaurants,
small hospital and school canteens.
In conventional foodservice systems,
ingredients are assembled and food is
produced onsite, held either heated or
chilled and served to customers.
Conventional foodservice systems are used
extensively in schools, restaurants, colleges
or universities and cafeterias.

5. Conventional Foodservice System

6. 2. Centralized (Commissary)
Foodservice system
Centralized Foodservice is
also known as central
kitchen or food factory. In
this kind of system food is
prepared in one place then
transported to satellite
kitchens. This system is
most effective mass
production is required;
airline industry is an
example of establishment
that uses centralized
foodservice system.

7. The commissary foodservice system (also known as central food
production, or food factory) centralizes food production and food
is transported to satellites (receiving kitchen) where it is served
to customers. Prepared food maybe stored frozen, chilled or hot-
held. Typical users of this system are airlines caterers, large city
school systems and franchised organization that provide food
for their various outlets and vending companies.

8. 3. Ready-Prepared Foodservice System
In ready- prepared foodservice system,
the food is produced onsite, it is
usually chilled of frozen then reheated
and served to customers on site. With
this system the production can be
scheduled anytime since the food is
just stored either frozen or chilled
onsite and readily available to the
customers. Ready-prepared foodservice
system is usually used by hospitals
and prisons.

9. Ready-Prepared Foodservice System

10. Assembly- Service Foodservice
system
In this system, food is
purchased then stored either
chilled or frozen for later use.
Then it will be portioned and
reheated and served to the
customers. It is usually used
by in-flight caterers.
Also known as ‘kitchen less
kitchen’. Fully prepared foods
are purchased and require only
storage, final assembly, hosting
and serving.

11. Also known as ‘kitchen less kitchen’. Fully prepared foods
are purchased and require only storage, final assembly,
hosting and serving.

12. 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.
RESERVATION

13. TYPES OF RESTAURANT RESERVATIONS
Manual Reservation System
Online Reservation System

14. Manual Reservation System
It depends on the person designated,
usually a 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.

15. Online Reservation System
It 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 direction to the place, parking, active
promotions and discounts are also available online,
instead of depending on the host or hostess for these
details. A growing trend in reserving a seat in a
restaurant is the Call Ahead Seating. Doing so reduces
the guest’s wait time upon arriving at the restaurant.
With this type of reservation, the guest calls when they
are on their way and sets a specific time they will arrive.
Usually restaurants will hold a table for 20-30 minutes.

16. Tips in taking table reservations
Answer inquiries promptly, clearly, and as accurate as possible.
Take note of specials, and changes in the menu and make sure to
inform guests about it.
 Gather all pertinent information on the reservation from the guest
politely and efficiently.
Accurately record reservation data on forms based on
establishment standards.
Repeat the details of the reservations with the customer.
Confirm customer reservations prior to their arrival.
Impart additional information to the guest such as parking
conditions and directions to the establishment.
Always be calm and polite when speaking to guests.

17. 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?
Do you accommodate children?
Do you cater to persons with disability?
What time do you start serving? For lunch? For dinner?
Are all rooms air-conditioned?
Do you have parking facilities?
Do you have a smoking area?
How do we get there? What is the nearest landmark?
Here are possible questions of customers when taking table reservations

21. The Advantages and Disadvantages of Taking
Reservations
The main advantage for the establishment is
the knowledge of dining details, such as a
definite number of guests who will eat at the
restaurant at a specific time, which will guide
them in their preparations. For guests, they get
to have faster service. On the other hand, sales
may be affected especially since reservations may
limit the number of guests.

22. Advantages and Disadvantages of
accepting table reservations
Special occasions
Fairness
Higher checks
Absent Customers
Planning Ahead
Changes in party numbers
Alternatives to Reservations

23. Special occasions
On these occasions, aside from the profit it will yield,
taking reservations can be an opportunity for restaurants
to advertise what they offer, what makes them at par with
their competitors while ensuring customer satisfaction.
Fairness
Some restaurants require their guests to make a
reservation week or even months before their desired date.
To be fair, some restaurants decide to run on purely first-
come, first-served basis. However, waiting time can be
extremely long at places like these; this is why accepting
reservations make it easier for restaurants to prioritize
these guests should other guests opt to just walk-in.

24.  Higher checks
Usually, guests who make reservations either hold a large party
or simply plan for a special event. These occasions result in
increased revenue on the part of the restaurant.
 Absent Customers
When the reserving party does not show up, sales suffer. The
reservation made by the party concerned forces the restaurant to
turn away other sales- generating customers for that scheduled
time. Some restaurants charge a fee for a no-show to prevent
this from happening or to cover their losses should it occur.

25.  Planning Ahead
His will give restaurants ample time to plan their program. This may
include adjusting their workforce or the layout of their restaurant to
accommodate the maximum number of guests without crowding the
area.
 Changes in party numbers
Sometimes a reservation is changed without prior notice. Because
plans have been changed, the restaurant makes adjustments on the
table setting.
 Alternatives to Reservations
In the case of some restaurants who do not accept reservations or
for those who cannot accommodate a large number of guests, the
following options can be considered:

26. Alternatives to Reservations
a. The waiting lists
b. The call-ahead list
c. Pagers

27. Alternatives to Reservations
a. The waiting lists
Guests give their names, stay inside the restaurant, and
wait for heir names to be called.
b. The call-ahead list
Guests call ahead to place their name on the waiting list
and inquire how long it will take to wait. They will come
only once a restaurant staff calls to inform them of the
next available table.
c. Pagers
Many restaurants employ electronic pagers in lieu of
calling out customers’ names when tables are ready.
This device flashes, vibrates and sometimes makes
noises when a table is available. The downside of this
gadget is that when it malfunctions.

28. Activity:
Perform a telephone reservation guided by the lesson learned for
taking
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

29. The following skills shall be observed during the role 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.