FOOD AND BEVERAGE SERVICES

Prepared By: Mr. Estacio

FOOD & BEVERAGE
SERVICES
2nd Sem 3rd Quarter

RESERVATION PROCESS
 CONTENT

• TYPES OF RESERVATION
• PROCEDURE IN TAKING RESERVATION
• TELEPHONE ETHICS
 LEARNING OBJECTIVES
By the end of this lesson:

•Types of reservation
•The basic steps / procedures on how to make
reservation.
•The telephone ethics
•Demonstrate knowledge and skills of food and
beverage service in relation to taking table
reservations.
TYPES OF RESERVATION

MANUAL SYSTEM COMPUTERIZED SYSTEM

WHAT IS RESERVATION
A reservation is an arrangement made in advance to
have a table available at a particular time. Guests can
make reservations over the phone, online or in person.
COMMON TYPES OF
RESERVATION
•Travel agency.
•Restaurants
•Hotels
•Companies/corporate houses.
•Airlines.
•Embassies/consulates
•NGOs/INGOs.
•Government Office and
Ministries
•Personal approach.
HOW RESERVATION ARE
RECEIVED
TELEPHONE

INTERNET ONLINE BOOKING

IN PERSON FACE TO FACE

THIRD PARTY RESERVATIONS

EMAIL
 BASIC STEPS IN TAKING
RESERVATIONS
STEP 1

Answer the phone call

promptly. Using the proper
telephone etiquette,
introduce yourself and ask
for the name of the caller.

Example: 
“Good morning, X Restaurant, this  is Tine, how may I help
you?”
STEP 2

Acknowledging a
reservation request

Example:
•Certainly Mr. David, (use name if
whenever known)
•Yes of course sir or madam, (use
name if known)
STEP 3
•Number of guests
•Reservation date
Taking the table •Arrival time
reservation details: •Name of person who will be checking in
•The contact information of the person checking in
and the person making the reservation
•Other special requirements
 STANDARD QUESTION WHEN YOU CHECK THE RESERVATIONS BOOK

•May I have your name, please?

•Please excuse me, (name), while I check the
•
reservations.
When would you like book your •
table?
Please allow me to put your call on hold, While I check
•
the availability.
A table for how many guests? •
•
Just one moment, please (name), while I see what we
Where would you like to sit?
have available.
•
Do you prefer a smoking area?
(Only applicable if your restaurant
has separate smoking area / zone)
When a table is not available
Offering an alternative
or where the guest wants one

•I’m afraid we don’t have a table •May I help you to reserve a

at that time. Would (2.30) be table at another of our
suitable? restaurants instead? 
• •
I’m afraid we don’t have a table Perhaps you’d like to have
available there at that time. But (lunch) in the (Wok
there is a table available (say Restaurant), where there
where) then. Would that be will be a buffet this
suitable? afternoon.
 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?
 SPECIAL
REQUIREMENTS

•Table by the window

•Packs per table
•Highchair
•Allergies E.G. Garlic, nuts
•Bottle of champagne upon arrival
•Wheelchair access
•Birthday cake
•Anniversary cake
•Personalized menu
•Private room
STEP 4

Confirming the details EXAMPLE: 

“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). Is that details
correct?”
STEP 5
EXAMPLE: 
Conclude the call
properly. “Thank you very much for calling,
Saying goodbye Mr. David. We look forward to seeing
you then. Have a great day ahead.”
 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.
 Process for reconfirming a
restaurant
table reservation request:

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 request, 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.
TELEPHONE ETHICS
 Here are the following telephone ethics:

•You should answer the telephone within 3 rings.

•Always identify yourself at the beginning of all calls.
•Be sensitive to the tone of your voice.
•Think through exactly what you plan to say and discuss before you
place a call.
•Do not allow interruptions to occur during conversations. Keep the
background noise-free. Especially when leaving messages, speak clearly
and slowly.
 Here are the following telephone ethics:

•You should not disclose mobile  phone numbers without

permission.
•Always speak into the telephone receiver with an even
and low tone of voice.
•Do not allow yourself to be distracted by other activities.
•Always smile, use positive expression and speak in a
clear, polite, and friendly manner.
 HANDLING RESERVATIONS OVER THE PHONE

X hello
X who is it?
X who?
X what?
X hang on/hold on
X what do you want?
X he’s busy.
X I’ll tell him.
X what’s your problem?
X I’ll try to transfer you.
X I am sorry, I can’t help you.
 ON THE TELEPHONE..

INSTEAD OF SAYING… SAY…

HELLO MORNING,THANK YOU FOR

CALLING BREAD OF LIFE, THIS IS
<NAME>, HOW MAY I ASSIST YOU?

WHO IS IT? MAY I HAVE YOUR NAME PLEASE.

WHO? •WHO IS CALLING PLEASE.

•CAN YOU REPEAT YOUR NAME
PLEASE.
WHAT CAN YOU PLEASE REPEAT
 ON THE TELEPHONE..
INSTEAD OF SAYING… SAY…

•PLEASE HOLD ON
HANG ON/HOLD ON •ONE MOMENT PLEASE
•ONE SECOND PLEASE
•JUST A MOMENT PLEASE

WHAT DO YOU WANT? •IS THERE ANYHTING I CAN DO FOR YOU?

•MAY I HELP YOU IN ANY WAY
•HOW MAY I HELP YOU?

•SORRY HE IS NOT AVAILABLE AT

THE MOMENT
•WOULD YOU LIKE TO LEAVE ANY
HE’S BUSY.? MESSAGE
•I AM SORRY HE IS IN A MEETING;
DO YOU WISH TO GIVE YOUR
NUMBER AND WE’LL CALL YOU
BACK