Note to

self...
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 TAKING TABLE
RESERVATIONS
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 WHAT IS FOOD SERVICE?

● Food service is all about food and beverages that are

consumed out of the home.

● It is the industry related to making, transporting, or selling

prepared foods to restaurants, hospitals, schools and lodging
establishments.

● Foodservice covers a wide range such as hotel, restaurants,

cafes, cafeterias, schools, hospitals, airports, etc.
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 Food flow

Food flow is the route or path

food follows through a food
service or food processing
operations.
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 TYPES OF FOOD
SERVICE SYSTEM
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 CONVENTIONAL FOOD SERVICE
SYSTEM

● It is the most common type of all foodservice

system. This kind of system assembled the
ingredients and the food/dish is produced
onsite.
● This system is usually used in cafeterias,
restaurants, small hospitals and school
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canteens
 CENTRALIZED FOOD SERVICE
SYSTEM

● Also known as central kitchen or food

factory.
● A kind of food system wherein food are
prepared in one place then transported to
a satellite kitchen, usually used in airline
industry.
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 READY-PREPARED FOOD SERVICE
SYSTEM

●The food is produced onsite and

usually chilled or frozen then
reheated and serve to customer.
●It usually used by hospitals and
prisons.
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 ASSEMBLY-SERVE FOOD SERVICE
SYSTEM

●This system, the food is purchased

then stored either chilled or frozen for
later use. Then it will be portioned
and reheated and serve to the
customers.
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 WHAT IS A
RESERVATION?
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● Reservation is an arrangement to have something
(room, table or seats) held for your use at a time. A
guaranteed seat brings in more customers and increase
revenue.

● The call ahead seating will be the additional of the main

types of reservation.

● Purpose of reservation: table reservation is made in

advance to have a table available at the restaurant.

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 TYPES OF
RESTAURANT
RESERVATIONS
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― Irene M. Pepperberg
 MANUAL RESERVATION SYSTEM (MRS)

● Most probably, “manually” means enter it into

computer but it is one on the restaurant site.
● It is not available via the internet or a third party.
They may also answer the guest’s questions, give
accurate directions to the restaurant and provide
clear information.
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 ONLINE RESERVATION SYSTEM (ORS)

● It enables the guests to check availability

and book online.
● Through website, where all the necessary
information needed for a reservation is
keyed in by the guest.
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 CALL AHEAD SEATING

● It reduces the guest’s wait time upon arriving

at the restaurant.
● In this type of reservation the guest calls when
they are on their way and sets a specific time
when they will arrive. Usually restaurant will
hold a table for 20-30 mins.
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 INFORMATION NEEDED WHEN TAKING
RESERVATIONS
• NAME OF GUEST (who make the reservation)
• NAME OF PERSON WHO WILL USE THE
RESERVATION
• DATE AND TIME OF RESERVATION
• NUMBER OF PERSONS

• TABLE PREFERENCES
• SPECIAL REQUEST (if any)

• CONTACT NUMBER
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 TELEPHONE
ETIQUETTE
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 ● Phone etiquette is the way you use manners
to represent yourself and your business to
customers via telephone communication.
● This includes the way you greet a customer,
your body language, tone of voice, word
choice, listening skills and how you close a
call.
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 Proper phone etiquette is
important to your company
WHAT IS THE because it’s usually the first
contact point for a customer and
IMPORTANCE represents how your business will
treat them in other
OF conversations. Make sure to leave
a great, lasting impression on
TELEPHONE every customer who calls your

ETIQUETTE? business.

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 GENERAL RULES AND
ETIQUETTE ON HOW TO TAKE
RESERVATIONS
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1. Answer inquiries promptly, clearly, and as accurately as possible.

2. Take note of specials, and changes in the menu and make sure to inform
guests about it.

3. Gather all pertinent information on the reservation from the guest

politely and efficiently. Accurately record reservation data on forms based
on establishment standards. Repeat the details of the reservations with the
customer. Confirm customer reservations prior to the arrival. Impart
additional information to the guest such as parking conditions and
directions to the establishment.

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4. Always be calm and polite when speaking to guests. Don’t say, you
don’t, whether the person is whom the caller’s looking for. Tell him that
you will call him back after locating him. If you can’t find that person then
offer the caller to receive any message on behalf of that person. If you
know when the person will be available then suggest the caller to call him.

5. Don’t share any personal contact address as long you are not sure
enough about the caller.

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 DO’s in
Answering
Telephone
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1. Answer the telephone promptly within 3 rings.

2. Make sure the caller know your work area, your name and
offer appropriate greeting. If it is an inbound call then just
mention your department and if it is outbound call then
mention name of the hotel with your identity.

3. Always have a pen and paper on hand, especially front desk

personnel should always be ready to keep records.

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4. Listen carefully. Pay close attention to details being
expressed by the caller.

5. Make the caller feel that they have your undivided

attention. Make an occasional acknowledgement of what
he/she says. Mention the name of the caller, once established.

If you ask the caller to hold on, explain why. Wait for the
caller’s agreement before actually putting him/her on hold.

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 DONT’s in
Answering
Telephone
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1. People do not want to know the reason and are given the
wrong impression by such answers.

2. Hang up without trying to close the conversation.

3. Hang up without thanking the caller for calling.

4. Put your least intelligent, least coherent staff in charge of

the phone.

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5. Keep talking to another person while answering phone.

6. Eating something while answering phone.

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 Thank GOD
BLESS
you!
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