STANDARD OPERATING PROCEDURES

Department Food & Beverage: Service

Task TAKING RESERVATIONS
Responsible for SOP Food and Beverage Director
Date Issued
Document Reference # F&B S 001

Policy
Table bookings will be taken for the following out
Our coffee shop work on a “first come, first serve” for guests.

Guidelines
Approximately 50% of Food & Beverage bookings are taken by Front Office or Guest relations, the rest are
received through the direct line of F&B or by guests who are frequently visiting the Coffee Shop.

Most complaints are due to miscommunication between the F&B Office and Front Office/ Resort Relations
regarding details such as smoking/non smoking, the view, timing of reservation, number of persons booked or
table preferences. An additional problem is that guests tend to turn up at the wrong outlet or at the wrong time.

Procedures
Booking Process Food & Beverage (In House Guests)
A table reservation form with three copies will be completed and allocated as follows;
Reservation will be taken directly by each restaurant straight on the reservation book and whilst the Coffee
Shop is closed the reservation book will be at the FO for all the reservation to be taken.

The following details will be noted on the reservation form:

Name and room number, number of guests

Restaurant name, dining day and time, smoking, non smoking, terrace, baby chair, other
Preferences of guest and mobile number.

The name of the person who has taken the reservation, the date and time.

Ensure all details are confirmed before issuing the white copy to the guest. Advise the guest of the
appropriate dress code for the restaurant and inform that the reservation will be held for 30
minutes after the ‘dining time’ before the table is released. Thank the guest.

Booking at Front Office desk or Resort Relations desk will be handled as follows:

Receptionist/Hostess will greet the guest and take down the relevant details by ticking the
Boxes required such as outlet, seating preferences, time, etc.

Receptionist/Hostess will call the F&B reservations and confirm availability of the booking as per
the requirements.

Receptionist/Hostess can book directly with the restaurant during the actual outlet service
time.

If F&B reservations confirm the booking, the Receptionist/Hostess will sign the completed form and
give the white copy to the guest for their reference.
 In cases where booking requirements cannot be accommodated

If the Receptionist/Hostess is unable to obtain a booking confirmation from F&B reservations i.e.
closed/does not answer the phone, they must record all the guest details and requirements on the same
form, mark the form with TENTATIVE BOOKING (hand written), and advise the guest if external
guest that a confirmation of the booking will be posted in his room via message log (Fidelio Front
Office). It will be the responsibility of the Receptionist/Hostess to follow up on all booking enquiries
received until confirmation is guaranteed. A confirmation during daytime will be guaranteed within 60
minutes to the guest.

Taking Outside/External Guest Reservation

Outside guest booking to be taken straight to the Reservation Book designated to each
Restaurant outlet. If each restaurant outlet not available then reservation is to be taken by the
Front Office.