Lesson 1:

Prepare the Dining Room /

Restaurant Area for Service
Learning outcome 1.1
Take table reservations
The following are necessary skills that need to be Developed to
effectively take table reservations:
 Answer inquiries promptly, clearly and accurately
 Ask pertinent questions to complete the details of the
reservation
 Accurate record reservation data on forms based on
establishment standards
 Confirm details of the reservations with the customers
 Provide additional information about the food service
establishment
Lesson information 1.1 Food Service Systems
 1. Conventional Food Service
This service system is the most common
of all systems in the food service. In this
kind of system, ingredients are
assembled and food/dish is produced
onsite. This system is usually used in
cafeterias, restaurants, small hospitals,
and school canteen
Conventional food service
2. Centralized (Commissary) Food Service System

Itis also known as central kitchen or food

factory. In this kind of system food is
prepared in one place then transported to
satellite kitchens. This system is most
effective when mass production is
required, airline industry is an example of
establishment that uses centralized food
service system.
Centralized (Commissary) Food Service System
 3. Ready-Prepared Food Service
 In ready-prepared food service system, the food
is produced onsite, it is usually chilled or frozen
then reheated and served to customers onsite.
With this system the production can be scheduled
any time since the food is just stored either frozen
or chilled onsite and readily available to the
customers. Ready-prepared food service system
is usually used by hospitals and prisons.
Ready-Prepared Food Service
 4. Assembly-Serve Food Service System

 Inthis system, food is purchased then stored

either chilled or frozen for later use. Then it will
be portioned and reheated and served to the
customers. It is usually used by in-flight
caterers.
Assembly-Serve Food Service System
 RESERVATION
In the food industry, reservation is
defined as an arrangement to have
something ( room, table or seat ) held
for your use at a later time.. A
guaranteed seat brings in more
customers and increases revenue.
Types of Restaurant Reservation

Manual Reservation
System

Online Reservation System

 Manual Reservation System
The manual reservation system depends on
the person designated, usually a host or
hostess, to answer the phone, record the
details of the said reservation, and taking
their credit card information as a
guarantee. They may also answer the
guest’s questions, give accurate directions
to the restaurant, and provide clear
information about parking
 Call Ahead Seating
 Doingthis reservation, reduces the guest’s wait time
upon arriving at the restaurant. With this type of
reservation, the guest calls when they are on their
way and sets a specific time will arrive.

Not all restaurants accept reservation, though a lot of

customers find making one convenient for them. These
are restaurants who frequently experience a high
number of walk-in guests and prefer to serve them as
they arrive.
 How to Take Reservations
 Answer inquiries promptly, clearly, and as accurately as possible.
 Take note of specials, and changes in the menu and make sure to inform
guests about it
 Gather all pertinent information on the reservation from the guest politely
and efficiently
 Accurately record reservation data on form based on establishment
standards.
 Repeat the details of the reservation with the customer.
 Confirm customer reservations prior to their arrival.
 Impart additional information to the guest such as parking conditions and
directions to the establishment
 Always be calm and polite when speaking to guests.
 Avoid double booking.
Possible questions of customers when taking
reservations
 What kind of cuisine do you offer? (French, Italian, Cantonese,
Modern Australian, etc.)
 What style of menu do you offer? (A la carte or table d’hote)
 Do you accept credit cards? If yes, what type of credit card do
you take?
 Can we bring other food and drinks bought outside?
 Is there corkage for the food and drinks bought outside? If yes,
how much?
 What time do you start serving? For lunch? For dinner?
 Do you accommodate children?
 Do you cater for persons with disability?
 Can we bring pets? What accommodation can
you provide to pets?
 Are all rooms air-conditioned?
 Do you have parking facilities?
 Do you cater for specific functions?
 Do you have a smoking area?
 How do we get there? What is the nearest
landmark?
 Most reservations are taken over telephone. Therefore the telephone
operator should be friendly and accommodating. Customers may easily be
discouraged and may never call again if they are not treated well.
 Always answer the phone immediately
 The reservation book should always be ready at hand.
 State the name of the establishment clearly
 Greet the caller courteously by saying, for example, “Good morning/Good
Evening!”
“Thank you for calling (name of establishment)”! “May I help you?” “May I
have
your name please?”
 Answer questions clearly and politely. If you do not know the answer, find
someone to help you and ask if they are willing to wait for a few minutes. You
may also ask for the contact details so you can call them back or request
them to call you back.
 Politely decline if the time requested for reservation is already filled. Suggest
possible times and other options to accommodate the reservation
 Confirm all the details by repeating the name,
date and time of arrival, the number of people
in the party, and the contact number. Make
sure all these details have been clearly written
in the reservation books
 Be courteous and hospitable in closing the
conversation. You may say. “Thank you Mr.
Arcos. We look forward to seeing you at the
party.”
Sample Reservation Sheet
Establishment Name and Logo
RESERVATION FORM
VOICE FAX INTERNET EMAIL WALK IN

CP AP MAP EP

Reservation Keyed in to PMS Guest Service Accounts

Taken by by Department

Arrival Date/Time: _______________________

Name: __________________________________
Booked By: ______________________________
Mobile: __________________________________
Email: ___________________________________
Type of car: _________________________
Remark: _____________________________
Company Name: _____________________ Special Applicable YES/NO
Booker: ______________________________
Base Rate: ___________________________
Deposit: ______________________________
Total: _________________________________
Billing Instructions:
___________________________________________________________________________
___________________________________________________________________________
Remarks:
___________________________________________________________________________
___________________________________________________________________________
 ADVANTAGES AND
DISADVANTAGES OF TAKING
RESERVATIONS
Advantages
 Aside from profit, taking reservations can be an
opportunity for the restaurant to advertise what
they offer, what makes them at par with their
competitors while ensuring customers
satisfaction.
 Accepting reservations make it easier for
restaurants to prioritize the guests
 Increase revenue on part of the restaurant
 This will give restaurants ample time to plan their
program
Disadvantages
 Limited number of guests
 Waiting time during reservations can be
extremely long
 When the reserving party does not show up,
sales will suffer.
 Sometimes a reservation is changed without
prior notice. Because plans have been
changed, the restaurant makes adjustment on
the table setting.
 Alternative Reservations
 The waiting list
Guests gives their names, stay inside the restaurant, and wait for their
names to be called

 The call-ahead list

Guest call ahead to place their name on the waiting list and inquire how
long it will take to wait. They will come only once a restaurant staff calls to
inform them of the next table.

 Pagers
Many restaurants employ electronic pagers in lieu of calling out
customers’ name. This device flashes, vibrates, and sometimes makes
noises when a table is available. The downside of this gadget is that when
it malfunctions.
 Activity 1.1
Taking the Reservation
Perform a telephone reservation
Sample situation:
a. total number of guests: A family of 10 composed of 7 adults ( 2 are senior
citizens) and 3 are children
b. Purpose: Dinner Reservation
c. Condition: First time to try the restaurant
one adult vegetarian
no smoking area
The following skills should be observed during the role play:
1. The phone answered promptly and with appropriate
greetings.
2. Inquiries are properly answered with clarity and accuracy.
3. Pertinent questions are asked to complete the details of
the reservation.
4. Reservation data are accurately recorded based on the
establishment’s standards.
5. Details of the reservations are repeated and confirmed
with the party making the reservation
6. Additional information about the food service is provided
when necessary
 Self check 1.1
 True or False : Write TRUE if the statement is correct, and FALSE if it is
incorrect. Write your answers in your notebook.
_________ 1. Reservations are advanced table bookings made at a specific
time.
_________ 2. An advantage of taking reservations is that you know exactly
how many guests you need to feed.
_________ 3. Overbooking is taking more reservations than the number of
tables and seats available.
_________ 4. Every food service establishment accepts reservation.
_________ 5. Reservations can limit the number of walk-ins to the restaurants