This document provides information and guidelines for taking restaurant table reservations. It discusses what reservations are, the types of reservations, the standard sequence and questions for taking reservations, how to check availability and confirm details with customers. It also offers suggestions for what to say when a table is unavailable or when offering alternative options, and examples of reconfirming and booking a reservation over the phone. The key aspects covered are greeting customers, obtaining reservation details like date, time, number of guests, taking contact information, confirming the details, thanking them and seeing forward to their visit.
2. What is Reservation
1. It is a booking in advance for a space for a special
period of time.
E.g. hotel ballroom, restaurant booking, airline seat, a
theatre seat, a hotel guestroom, a doctor’s
appointment.
2. It is a mutual agreement between the guest and the
establishment in which the guest hires accommodation
from the restaurant at a given time.
4. Table Reservation Sequence
Greet the Guest
Reservation Date
Reservation Time
Number of guest
Table reference
Contact number
Repeat info.
Bidding goodbye
5. TAKING THE TABLE RESERVATION
DETAILS:
Standard questions:
•May I have your name, please?
•When would you like to book your
table?
•A table for how many guests?
•Where would you like to sit?
•Do you prefer a smoking area?(Only
applicable if your restaurant has
separate smoking area/zone).
6. WHEN YOU CHECK THE RESERVATION BOOK
1. Please excuse me, (name), while I check the
reservations.
2. Please allow me to put your call on hold,
while I check the availability.
3. Just one moment, please (name), while I see
what we have available.
RETURNING TO THE CALLER
1. I’m sorry to keep you waiting, (name).
2. Sorry to keep you, on hold. (guest Name)
3. May I have your (mobile number),please?
7. CONFIRMING THE DETAILS
May I please repeat the table reservation details. A
table for (2) (this afternoon/ on Sunday, 31 December)
at (3:00 p.m.) in the name of (Mr. Gomez) and your
(telephone number is 123456789). Is that details
correct?
SAYING GOODBYE
Thank you very much for calling Mr. Gomez. We look
forward to seeing you then. Have a great day ahead.
8. WHEN A TABLE IS NOT AVAILABLE OR WHERE THE
GUEST WANTS ONE
1. I’m afraid we don’t have a table at that time. Would
(2.30) be suitable?
2. I’m afraid we don’t have a table available there at
that time. But there is a table available (say where)
then. Would that be suitable?
OFFERING AN ALTERNATIVE
1. May I help you to reserve a table at another of our
restaurant instead?
2. Perhaps you’d like to have (lunch) in the (Salt &
Pepper Restaurant), where there will be a buffet this
afternoon.
9. PROCESS FOR RECONFIRMING A
RESTAURANT TABLE RESERVATION
REQUEST
Standard reconfirmation
Good morning, Mr. Gomez. This is Darwin from
Bench Restaurant speaking.
I would like to confirm your reservation for table
for 2 this afternoon at 03:00 p.m.
Thank you very much for making the reservation
and we look forward to being of service to you and
your (guest) this afternoon.
10. RECONFIRMATION OF A TABLE
RESERVATION WITH A SPECIAL
REQUEST
Good afternoon, Mr. Gomez. This is Darwin from Bench
Restaurant speaking.
I would like to reconfirm your reservation of a table for 2
this afternoon at 3:00 p.m.
A birthday cake with the wording “Happy Birthday to Lola”
has been arranged for today.
Should you have any other request, please let me know.
Thank you very much for making the reservation and we
look forward to being of service to you and your (guest) this
afternoon.
11. TABLE RESERVATION EXAMPLE
Hostess: thank you for calling Pampanga Café/Restaurant, How
may I help you?
Caller: yes I’d like to reserve a table for dinner.
Hostess: for which day and for what time?
Caller: it’s for Saturday, Feb. 14, at 6pm
Hostess: table for how many Sir?
Caller: good for 2 people
Hostess: smoking or non smoking section?
Caller: non-smoking section.
Hostess: all right sir. May I have your name sir?
Caller: Sam Oraye
Hostess: and a contact number where we can reach you?
Caller: (043)455-3595
12. Hostess: okay. Let me repeat back to you the information,
Ms. Sam Oraye , Your reservation will be on Saturday, Feb. 14
at 6pm, Table for two and non-smoking section .Did I get it
right?
Caller: ` Yes
Hostess: Thank you Calling Mr. Sam Oraye
Have great day!!!! Bye
13. TYPES OF FORMS USED IN
RESERVATION
• RESERVATION SHEETS
• LOG BOOK
• COMPUTER
• RESERVATION CARD
