LESSON 1: TAKING RESERVATIONS
- i-JEServe
- Oct 5
- 5 min read
Updated: 3 days ago
Welcome to Lesson 1: Taking Reservations! In this lesson, you’ll learn the essential steps and skills in handling table reservations accurately and professionally.
Learning Objectives
Aligned with the MELC: Prepare the Dining Room/Restaurant Area for Service (LO1: Taking Reservations), this lesson aims to help you:
Identify the different types of restaurant reservations and food service systems.
Enumerate the important tips and guidelines in taking reservations.
Perform a proper table reservation following standard procedures.
Before we begin the lesson, please take the pre-test by clicking “Start.”
Let’s Learn the Key Terms!
LESSON INFORMATION
The Restaurant
A restaurant is a type of food-service establishment that provides prepared meals to customers. It usually offers dine-in services, although the term also includes places that provide take-out or food delivery. Restaurants come in many forms, offering a wide range of cuisines and styles of service.
Some restaurants operate within larger establishments, such as hotels, where they serve as dining facilities for guests and help the business maximize revenue. These restaurants are often open to the general public as well. They can vary from simple lunch or dining spots that serve affordable meals with fixed menus in casual settings, to high-end establishments that offer specialty dishes and fine wines in an elegant and formal atmosphere.
The Function of a Restaurant
The functions of any restaurant or bar can be summarized as follows:
To offer food and beverages that are presented well and meet customer expectations.
To create a pleasant environment where guests can comfortably enjoy their meals and drinks.
To generate profit for the business.
Staffing and Management
Restaurant staffing and management focus on hiring the right personnel and organizing them effectively to ensure smooth daily operations. Teamwork is essential for delivering quality service and achieving the restaurant’s long-term goals.
Food Service System
Taking Reservations
A reservation is an arrangement made in advance to secure a table, room, or service at a restaurant or hotel. It ensures that the establishment prepares and allocates the needed space, time, and service for the guest before their arrival.
Types of Restaurant Reservations
There are two types of restaurant reservations: manual and online. The manual reservation system relies on a host or hostess to answer calls, record guest details, and take credit card information as a guarantee. Staff may also provide directions, parking information, and details about the restaurant, with all information stored in forms or brochures.
The online reservation system allows guests to make bookings through the restaurant’s website. It provides real-time availability, updates reservations automatically, and stores guest preferences, previous visits, and other useful information. Online systems also provide directions, parking details, promotions, and other relevant restaurant information.
Elements of Reservation
People make reservations for convenience and security, ensuring they have a prepared table or room, transportation, and planned activities. Reservation staff must process all bookings efficiently and professionally to meet guest expectations.
How to Take Table Reservations
Before taking a reservation, watch this short tutorial on how to properly fill out a reservation form. Then, make sure you know the answers to common questions customers may ask. Following are tips and some possible questions to guide you in handling reservations efficiently.
Tips in Taking Table Reservations
1. Answer inquiries promptly, clearly and as accurately as possible.
2. Ask pertinent questions to complete the details of the reservation. Take note of specials, and changes in the menu and make sure to inform guest about it.
3. Gather all pertinent information on the reservation from the guest politely and efficiently.
4. Accurately record reservation data on forms and based on establishment standards.
5. Confirm customer reservations prior to their arrival.
6. Impart additional information to the guest such as food establishment, parking conditions and directions to the establishment.
7. Always be calm and polite when speaking to the guests.
8. Avoid double booking.
Telephone Ethics
Proper telephone etiquette is important for reservations and maintaining service standards.
Tips for Handling Calls:
Begin with a polite greeting.
Ask permission and be courteous.
Introduce yourself and the restaurant.
Speak clearly and use simple language.
State the purpose of the call and prepare beforehand.
Keep the conversation brief and to the point.
Avoid filler words like “um” or “uh.”
Smile while speaking; it can be “heard” over the phone.
Take calls from a quiet place with no background noise.
10. Summarize the call and close pleasantly.
Now, watch this video on handling telephone reservations. Pay attention to proper telephone etiquette, how to ask for details politely, and how to record the reservation accurately
Watch this video to see how a guest places a room order.
Now, watch this video demonstrating room service delivery. Pay attention to how the staff carries the tray, interacts with the guest, and ensures smooth service.
Watch these videos demonstrating the complete 13-step sequence of table service. Observe each step carefully, from welcoming the guest, taking their orders, serving and clearing dishes, to finally bidding the guest goodbye.
You’ve now watched all 13 steps of the table service sequence. Make sure to review the videos and practice each step carefully, from welcoming the guest to bidding them goodbye, so you can confidently perform proper table service in real situations.
Processing Questlions: Time to reflect on what you’ve learned through the following questions.
SELF CHECK!
Let’s take a moment to check your understanding of today’s lesson. Complete this self-check to see how much you have learned. Click ‘Start’ to begin.
Now that you have completed the Self-Check, it’s time to apply what you’ve learned through a performance task. Please follow the instructions carefully and complete the activity as required
ACTIVITY 1:
Perform Table Reservations
I. Find a pair and execute taking a table reservation/s over the phone. Using the given form below, supply what is asked on the first column while processing reservations.
II. The following skills to be observed during the role play
1. Inquiries are answered promptly, clearly and accurately.
2. Pertinent questions are asked to complete the details of the reservations.
3. Reservations data are recorded on forms accurately based on establishment's standards.
4. Details of the reservations are repeated back and confirmed with the party making the reservation.
5. Additional information about the food service establishment is provided when necessary.
Your work will be evaluated by your subject teacher using the performance rubrics provided on this webpage.
RUBRICS
Performance of the learners will be rated using this rubric
Take a moment to read and reflect on the quote below. Think about how it connects to what you learned in this lesson, and share your thoughts in the comment section at the bottom of the page.
“We do not learn from experience… we learn from reflecting on experience.”
– John Dewey