Restaurant Table Reservations Explained

Restaurant Reservations

• These are arrangements made in advance to secure a table for a party at a specific time
• Reservations can be made via phone, website, third-party apps, in person, or text message
• Offering convenience is a key element for diners selecting a venue

Taking Table Reservations (Procedure)

• Answer the telephone by greeting the caller at the appropriate time of day, giving the restaurant’s name & your name; then ask how can you help
• Acknowledge the reservation request by saying, "Certainly, (Guest name)" or "Yes, of course, Sir/Madam."
• Get the table reservation details:
• Name of the guest; “May I have your name, please?"
• Date/Time of reservation; “When would you like book your table?"
• Number of guests; “A table for how many guests?"
• Sitting preference; “Where would you like to sit?” or “Do you prefer a smoking area?” (if applicable)
• Check the reservations book by excusing yourself with the guest's name, and indicate the need to verify availability
• Return to the caller and apologize for the wait
• Confirm details by repeating all the reservation information back
• Express gratitude for calling and anticipation for their visit
• State, “Thank you very much for calling, (Guest name). We look forward to seeing you then. Have a great day ahead.”
• When a table is unavailable, say that you don't have a table at that time, then offer to check other times that may be available
• Offer an alternative:
• Suggest another restaurant, or offering a meal at another time

Information to Obtain From the Guest

• Name
• Desired date
• Desired time
• Number of guests
• Special requests
• Phone number
• Name of who took reservation
• Date reservation was taken

Reconfirming Reservations (Procedure)

• A standard reconfirmation would include the guest’s name, time, and number of guests
• An example of this process is “Good morning, (Guest name). This is (Name) from the (Name of the restaurant) speaking. I would like to reconfirm your reservation for a table for (Number of guests) this (morning/afternoon/evening) at (Time). Thank you very much for making the reservation and we look forward to being of service to you and your (guest) this (morning/afternoon/evening).”
• Reconfirmation of a table reservation with a special request would include the guest's name, time, number of guests, and details of their request
• An example of this process is "Good morning, (Guest name). This is (Name) from the (Name of the restaurant) speaking. I would like to reconfirm your reservation for a table for (Number of guests) this (morning/afternoon/evening) at (Time). A birthday cake with the wording "Happy Birthday to _____________" has been arranged for tonight. Should you have any other request, please let us know. Thank you very much for making the reservation and we look forward to being of service to you and your (guest) this (morning/afternoon/evening)."

Table Service (Sequence)

• Welcome the guest within 30 seconds of arrival with a greeting and the restaurant’s name
• Ask if the guest has a reservation:
• For a guest with a reservation, escort them to their table, and offer alternatives if they are unsatisfied
• For a guest without a reservation, ask for their table preference and escort them there
• Seat the guest by assisting them without dragging the chair
• Serve water, then the menu
• Ask for the guest’s water preference, and whether they would like other beverages
• Provide table service
• Ensure necessary items (cutleries, condiments, etc) are available while refilling beverages, and taking additional orders
• Order Taking
• Ask if ready for orders
• Properly notate orders
• Ask order specifics like allergies etc.
• Repeat the full order & confirm if it was accurately captured
• Serve food & beverage orders coming from the right
• Offer water/replenish when empty
• Get permission before removing items from the table
• Clearance
• Clear right hand side, while collecting on left "first plate" technique
• Clear dishes & any unused cutlery
• Present the check only when asked in a neat, tidy folder
• Remove the folder discreetly when guest leaves
• Do not solicit tips
• Farewell
• Assist the guests out of their seat if necessary
• Thank the guests and welcome them back
• State, “Look forward to welcoming you back to the restaurant”, or “We hope that you visit us soon.”

Taking Orders for Room Service (via Telephone)

• Answer before the 3rd ring, and actively listen
• Show gratitude for the call and provide assistance
• “Thank you for calling Room Service, speaking. How may I help you?”
• Inquire who is on the line
• Ask for the callers room number
• “Sir/Ma’am ____________, may I know your room number, please?”
• Repeat the guest's information to ensure accuracy
• Establish menu availability and readiness to order
• “Sir/Ma’am, do you have a copy of our menu? Are you ready, Sir/Ma’am, may I take your order now?”
• Summarize & confirm the order for the guest
• “Is there anything else, Sir/Ma’am? May I repeat your order? You ordered the following:_________. Did I get it correctly, Sir/Ma’am?”
• Ask mode of payment if it is Room Charge or Room Cash
• “How would be the mode of your payment, Sir/Ma’am? Would it be ROOM CHARGE or ROOM CASH?”
• Provide an estimated delivery time
• “Sir/Ma’am, are you willing to wait for about 10-15 minutes before we serve the order?”
• Thank the guest for calling and politely conclude the conversation
• “Ok, Sir/Ma’am. Thank you for calling ROOM SERVICE and have a nice day.”

Room Service Delivery

• Ensure the guest’s order is made in a tray or trolley
• Knock on the guest’s door 2-3 times and announce "ROOM SERVICE!!!"
• Upon opening, greet the guest by introducing yourself and explaining your purpose before asking to enter
• “Good morning, Sir/Ma’am. I am looking for Mr/Ms. ___________. I am ___________, I am a room service attendant and this is your room service order. May I come in? Thank you.”
• Ask if the order should be placed at the table, or if the tray should be left at the door
• Present each item from order to the guest one by one
• “Excuse me sir/ma’am may I present your order. This is your _________, ___________, ___________.”
• Inquire if there is anything more you can assist them with
• “Is there anything else I can do for you sir/ ma’am?”
• Present the final bill
• “May I present your bill, Sir/Ma’am? Thank you.”
• Wish them a pleasant meal and day
• “Enjoy your meal and have a nice day.”