Restaurant Table Reservations

Restaurant Reservations

• It is an arrangement made in advance to secure a table for a party at a specific time.
• Reservations can be made via phone, the restaurant's website, third-party apps, in-person, or even via text message.
• Convenience is crucial for diners seeking a seat.

Table Reservation Procedure

• Standard practice for answering the phone is to greet the caller.
• Include the time of day, restaurant name, and your name, and ask how you can assist
• Common ways to acknowledge a reservation request include "Certainly, (Guest name)" or "Yes, of course, Sir/Madam"
• When taking reservation details, name, date and the time of reservations are taken, as well as a number of guests and sitting preference.
• When checking the reservations book, inform the guest that you are checking availability, and ask for a moment.
• Standard practice for returning to the caller is to apologize for the wait.
• Typical phrases to confirm the table reservation details include number of guests, date, time, name, and telephone number.
• When saying goodbye, thank the guest for calling and express looking forward to their visit.
• In the event the table is not available, offer an alternative time or inform guests that there is a table available at an alternative time.
• Another alternative is to offer a table at another restaurant.
• Information that should be obtained from the guest includes name, date, time, number of guests, special requests, phone number, the name of the person who took the reservation, and the date the reservation was taken.

Reconfirming a Table Reservation

• The standard practice for reconfirming a table is to confirm reservation details.
• It should include the guest name, the restaurant name , table for number of guests- for a particular time.
• In the instance of a special request, reconfirm the reservation details, which may include acknowledging items such as a birthday cake arrangement.

Sequence of Table Service

• Upon arrival, guests should be greeted within 30 seconds, with appropriate greeting.
• Inquire if guests have a reservation; if so, escort them to the reserved table.
• If the guest is unsatisfied, offer alternatives; if there is no reservation, inquire about table preference and escort to that table.
• Seat the guest, assisting female guests if needed, and ensure that chairs should never be dragged.
• Serve water and present the menu folder, asking about beverage preferences.
• Table service includes placing necessary supplies, such as cutlery and condiments, and refill/take orders for additional beverages as needed.
• Order taking includes asking if the guest is ready to order, properly noting the orders, asking about specifics like allergies, repeating the order, and seeking confirmation.
• Food and beverage orders are served from the right hand side; replenish water and other items as they are consumed.
• Always ask the guest's permission before removing anything from the table.
• Clearance is done by the right hand and collected in the left hand using the "first plate" technique.
• Tables should be cleared of all dishes, and unused cutlery should be removed.
• Present the check only when asked, and it should be brought in a neat folder.
• The folder is removed discreetly when the guest leaves, and tips are never solicited.
• Show gratitude at farewell, assist with pulling out the chair and coats, and use phrases like "Look forward to welcoming you back."

Taking Orders for Room Service via Telephone

• Answer calls by the third ring, listening carefully.
• Thank the caller for calling Room Service with a greeting like "How may I help you?"
• Ask for the caller's name or who you're speaking with.
• Request the room number respectfully with, "Sir/Ma’am ____________, may I know your room number, please?”
• Information and details should always be repeated and ask for confirmation to ensure accuracy.
• Inquire if they have a menu copy and if they're ready to order, which should be written in an order slip.
• Repeat the order, asking for confirmation of accuracy.
• Ask about the payment method, offering options such as Room Charge or Room Cash.
• Communicate the estimated waiting time for food delivery
• Express gratitude for calling Room Service and say goodbye.

Room Service Delivery

• Complete the guest’s order on a tray or trolley.
• Knock 2-3 times, announcing "Room Service!".
• Greet the guest, introduce yourself as a Room Service attendant and ask if you can come in.
• Inquire whether they prefer their meal on the tray or table.
• Present their order item by item.
• Ask if there's anything else they need.
• Present the bill.
• Wish them a good meal and a nice day.