How To Handle Table Reservations Request In Restaurant | Hotels

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support us by becoming our Patron! Exclusive resources, ad-free content, and more!

Table Reservations Procedure For Restaurants

Managing table reservations is a crucial aspect of restaurant operations, ensuring that guests have a positive experience and the establishment maximizes its seating capacity. Here is a general procedure for handling table reservations in restaurants:

  1. Reservation System:
    • Implement a reservation system to efficiently manage bookings. This can be a digital system, reservation software, or a traditional pen-and-paper logbook.
  2. Reservation Policies:
    • Establish clear reservation policies, including:
      • Reservation time limits.
      • Cancellation policies.
      • Group reservation policies.
      • Any deposit requirements for large parties or special events.
  3. Reservation Channels:
    • Provide multiple channels for reservations, such as:
      • Phone reservations.
      • Online reservations through the restaurant’s website or third-party platforms.
      • Walk-in reservations.
  4. Designated Staff:
    • Designate specific staff members responsible for managing reservations. This could include a host/hostess or a dedicated reservations manager.
  5. Reservation Record Keeping:
    • Maintain a detailed record of reservations, including:
      • Guest name and contact information.
      • Number of guests.
      • Reservation date and time.
      • Special requests or preferences.
  6. Communication with Guests:
    • Confirm reservations with guests, either via phone or email, and provide them with essential details:
      • Confirmation of reservation date and time.
      • Any special instructions or requirements.
      • Cancellation policies.
  7. Table Allocation:
    • Assign specific tables for reservations based on the number of guests and seating preferences.
    • Optimize table turnover to maximize restaurant capacity.
  8. Waitlist Management:
    • Keep a waitlist for guests without reservations.
    • Update the waitlist in real-time as tables become available.
  9. Handling Special Requests:
    • Accommodate any special requests or preferences made by guests, such as seating preferences, dietary restrictions, or special occasions.
  10. Preparation for Reservations:
    • Ensure that tables are set and ready for reserved guests before their arrival.
    • Communicate with kitchen staff to prepare for expected orders.
  11. Handling No-shows:
    • Implement a policy for handling no-shows, including follow-up communication and possibly a fee for large groups or peak times.
  12. Guest Arrival:
    • Greet and seat guests promptly upon arrival.
    • Confirm the reservation details and address any additional requests.
  13. Post-Reservation Follow-up:
    • Gather feedback from guests after their dining experience.
    • Use feedback to improve service and address any issues.
  14. Data Analysis:
    • Analyze reservation data to identify peak times, popular days, and other trends to optimize restaurant operations.
  15. Continuous Improvement:
    • Regularly review and update the reservation process based on feedback, changing demands, and industry trends.

Answering the telephone:

With the caller as per the time of the day:

  • Good (morning/afternoon/evening). Roof Top Restaurant Albert speaking. How may I help you?

Acknowledging a reservation request

  • Certainly Mr. David, (use the name if whenever known)
  •  Yes of course sir or madam, (use name if known)
  •   

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 a separate smoking area/zone)

When you check the reservation book

  • 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.

Returning to the caller

  • I’m sorry to keep you waiting, (name).
  •  Sorry to keep you on hold, (guest Name)
  •  May I have your (mobile number), please?

Confirming the details

  • May I please repeat the table reservation details, A table for (2) (this afternoon / on Sunday, 31 October) at (2.00 p.m.) in the name of (Mr. David)? And your (telephone number) is (123456789). Are those details correct? 

Saying goodbye

  • Thank you very much for calling, Mr. David. We look forward to seeing you then. Have a great day ahead.

When a table is not available or when the guest wants one

  • I’m afraid we don’t have a table at that time. Would (2.30) be suitable?
  •  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

  • May I help you to reserve a table at another of our restaurants instead? 
  •  Perhaps you’d like to have (lunch) in the (Wok Restaurant), where there will be a buffet this afternoon.

Process for reconfirming a restaurant table reservation request:

Standard reconfirmation

  • Good Morning, Mr. David. This is Albert from the Roof Top restaurant speaking.
  •  I would like to reconfirm your reservation for a table for 2 this afternoon at 02:00 p.m.
  •  Thank you very much for making the reservation and we look forward to being of service to you and your (guest) this evening.

Reconfirmation of a table reservation with a special request

  • Good afternoon, Mr. David. This is Albert from the Roof Top restaurant speaking.
  •  I would like to reconfirm your reservation of a table for 2 this evening at 7:00 pm.
  •  A birthday cake with the wording “Happy Birthday to Betty” has been arranged for tonight.
  •  Should you have any other requests, 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 evening.
By following a well-defined table reservations procedure, restaurants can enhance customer satisfaction, optimize table turnover, and streamline overall operations. Consistent communication and attention to detail are key elements in ensuring a positive experience for both guests and staff.
Enjoying our content? Support us on Patreon!
Become a patron at Patreon!
Spread the love

Back Office Job Description Banquet BAR Beverage Service Cashiering Chef Chef Training Cleaning Concierge Duties and Responsibility Engineering Executive Chef F&B Setup F&B Training Finance Food Service Front Desk Front Office Formats Front Office Setup Front Office Training Guest Room Guest Services Hospitality Basics Hotel Formats Hotel Security Hotel Staff Job Description Hotel Staff Training Housekeeping Formats Housekeeping Setup Housekeeping Training Kitchen Kitchen Basics Kitchen Training Maintenance Maintenance Technician Reservation Restaurant Sales SOP SOP F&B Service SOP Finance and Accounting SOP Front Office SOP Housekeeping SOP Kitchen Staff Training

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support us by becoming our Patron! Exclusive resources, ad-free content, and more!

Learn more