LESSON 1:

TAKE TABLE RESERVATION

LEARNING OBJECTIVES:
 Explainthe importance of knowing the
duties and responsibilities of service
personnel;
 Perform the duties and responsibilities of a
service personnel; and
 Take table reservation over the phone.
RESTAURANT
A retail establishment that serves
prepared food to customers. Service is
generally for eating on premises, though
the term has been used to include take-out
establishments and food delivery services.
The term covers many types of venues ,
diversity of styles of cuisine and service.
FUNCTIONS OF A RESTAURANT
1. To provide food and beverage,
served attractively fulfilling customer
expectation.
2. To provide a nice environment
where guests can enjoy the food and
drinks.
3. To make a profit.
TYPES OF RESTAURANTS
CAFETERIA
CAFETERIA
Serving mostly cooked or ready to eat food
arranged behind a food-serving counter. A
patron takes a tray and pushes it along a
track in front of the counter. Depending on
the establishment, servings may be ordered
from attendants, selected as ready-made
portions already on plates, or self-serve of
food of their own choice
FAST-FOOD RESTAURANT
FAST-FOOD RESTAURANT
Emphasize speed of service and low cost over all
other considerations.
CHARACTERISTICS OF VARIOUS
FAST FOOD OUTLETS
1. Guest has to pay at the counter and collect food
from the server at the counter-Food counter
service.
2. Guest collects food from containers / trays, and
pays at the counter as per menu selected or per
weight of the food selected.
3. Coupon service: guest pays for desired menu and
counter issues a coupon. Guest consequently gets
food in exchange of coupon
CHARACTERISTICS OF VARIOUS
FAST FOOD OUTLETS
4. Guest orders at the counter; once food is ready,
it is served at the table.
5. Drive-through: guest drives through assigned
lane, orders food and collects them. There is no
space allocated for eating
CASUAL DINING RESTAURANT
CASUAL DINING RESTAURANT
A restaurant that serves
moderately-priced food in a casual
atmosphere. Except for buffet- style
restaurants, casual dining restaurants
typically provide table service. Casual
dining comprises of a market segment
between fast food establishments and
fine dining restaurants
FAMILY STYLE RESTAURANT
FAMILY STYLE RESTAURANT

These are restaurants with a

fixed menu and fixed price, usually
with diners seated at a communal
table such as on bench seats. Often
these restaurants provide children
play area.
SPECIALTY RESTAURANT
SPECIALTY RESTAURANT
Menus usually include ethnic
dishes and/or authentic ethnic foods.
They specialize in a particular
multicultural cuisine not specifically
accommodated by any other listed
categories. Example: Asian Cuisine,
Chinese cuisine, Indian Cuisine,
American Cuisine etc.
STAFFING AND MANAGEMENT
The focus of recruiting service personnel and
management staff should be effective delivery of
services and proper management on daily basis,
plus long-term goals of the restaurant. Restaurant
staffing depends on size, covers, style, ,type of the
food and extent of the operation. But remember,
the key for effective management and service
delivery is teamwork. Following personnel shows a
structure of medium size casual dining restaurant.
RESTAURANT MANAGER
RESTAURANT MANAGER
This person has overall responsibility for
the restaurant and other food and beverage
service areas. Sets the standards for service
and is responsible for any staff training that
may have to be carried out, on or off the job.
He or she may make out duty rosters, holiday
schedules, and hours on and off duty, so that
all the service areas and outlets run efficiently
and smoothly.
CAPTAIN
CAPTAIN
This person has overall charge of the
service staff/ team. He is responsible for
ensuring that all the duties necessary for the
pre-preparation for service are efficiently
carried out and that nothing is forgotten. The
captain helps with the compilation of duty
rosters and holiday schedules, and may relieve
the restaurant manager, on their days off.
WAITER/WAITRESS
WAITER/WAITRESS
He/she must be able to carry out the
same work as the station headwaiter and
relieve him on days off. The waiter will
normally have less experience than the
station headwaiter. Both the waiter and the
station headwaiter must work together as a
team, to provide efficient and speedy
service.
TRAINEE/APPRENTICE
TRAINEE/APPRENTICE
The 'learner', having just joined the food
service staff, and possibly wishing to take up food
service as a career. During service, this person will
keep the sideboard well filled with equipment, and
may help to fetch and carry items, as required. The
trainee carries out certain cleaning tasks during the
pre-preparation period. He may be given the
responsibility of looking after and serving some
appetizers or smaller courses, from the appropriate
trolleys.
WINE WAITER/SOMMELIER
WINE WAITER/SOMMELIER
He/she is responsible for the service of all
alcoholic drinks, during the service of meals.
He must also be a sales person. This employee
must have a good knowledge of all beverages
available, the best wines to accompany certain
foods and the liquor licensing laws applicable
to the particular establishment and area.
HOST/HOSTESS
HOST/HOSTESS
Attend to guest’s needs, particularly, on
arrival at the restaurant. The host should
"meet, greet and seat" the guest. The
host/hostess should make sure that; guests
leaving the restaurant have enjoyed their
meal. The host is usually the final contact point
for the guest and this is a "sales" opportunity.
BARMAN
BARMAN
This person must have a good
knowledge about the ingredients
and methods needed to make
alcoholic and non alcoholic
drinks.
FOOD SERVICE SYSTEM
CONVENTIONAL FOOD SERVICE SYSTEM
CONVENTIONAL FOOD SERVICE SYSTEM

This service system is the most

common of all the 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 hotels and school canteens.
CENTRALIZED (COMMISARY)
FOODSERVICE SYSTEM
CENTRALIZED (COMMISARY)
FOODSERVICE SYSTEM

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
foodservice system.
READY-PREPARED FOODSERVICE SYSTEM

The food is produced onsite ,it is usually

chilled or frozen then reheated and
served to customers on site and readily
available to the customers. Ready
prepared foodservice system is usually
used by hospitals and prisons .
ASSEMBLY-SERVE FOODSERVICE SYSTEM

Food is purchased then stored

either chilled or frozen for later use.
Then it will be portioned and reheated
and served to customers. It is usually
used by in flight caterers.
TYPES OF RESTAURANT
RESERVATION
MANUAL RESERVATION SYSTEM
MANUAL RESERVATION SYSTEM

It is usually a host or hostess, to answer

the phone ,record the details of the said
reservation and taking their credit card
information as guarantee.
ONLINE RESERVATION SYSTEM
ONLINE RESERVATION SYSTEM

It makes use of the internet through a

website, where all the necessary information
needed for reservation is keyed in by the
guest. Other information about the
restaurant, such as directions to the place ,
parking, active promotions and discounts are
also available online, instead of depending on
the host or hostess for details.
TYPES OF BOOKING
A. Accommodation suppliers – Guests will need to have room
bookings processed in order to stay at particular
establishments that provide accommodation such as hotels,
apartments, resorts, guest houses, caravan parks.
B. Aircraft – Passengers need to have "Seats" booked for all
types of air travel they undertake. These bookings will vary
according to the airline chosen, class of travel such as first
class or economy, date of flying e.g. high season or low
season or facilities that are included such as food or movies.
C. Cruise ships – Passengers on cruise ships need to make
bookings for the dates of their cruise. This sort of
reservation may include meals while on board.
TYPES OF BOOKING
D. Coaches or buses – To travel from one
place to another or to visit a particular
tourist destination.
E. Limousines (rental cars/vans) – Customers
can book transport to either drive themselves
around or have a chauffeur included with the
vehicle.
F. Day/extended tours – includes meals and
maybe accommodation and entrance fees to
tourist parks.
TYPES OF BOOKING
G. Dining and meal reservations – for
restaurants or eating houses.
H. Entertainment - such as the theatre or
music concerts.
I. Tourist attractions-Events such as the
different ethnic festivals of the Philippines
TYPES OF BOOKING
J. Other venues – some Airlines will book
accommodation for guests. If one hotel is
fully booked they might make a reservation
at another hotel. Travel agent’s book theatre
or concert tickets
WAYS OF RESERVATION
 Over the telephone – customers dial the
establishment directly
 Inperson – the customer comes into the
establishment and communicates directly
with the staff
 Mail– in some countries today this is almost
an extinct form for making a reservation 
WAYS OF RESERVATION
 Email – through an email address
 Facsimile
(fax) – this is another form of
communication that is being replaced by
technology.
 Internet– on-line bookings via a website 
Third party reservations – using a
reservation company to make a booking for
you e.g. Wotif, Asia Rooms, Statravel,
Showbizasia
WAYS OF RESERVATION
 Centralreservation service – a central
reservation service that controls
reservations for several venues
 Same chain referral – a reservation that has
been referred from another establishment
belonging to the same group, for example:
Asian Car Rental, Hyatt Hotels, Hilton Spas
HOW TO TAKE TABLE
RESERVATION
 Answer inquiries promptly, clearly and as
accurately as possible
 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.
 Gather all pertinent information on the
reservation from the guest politely and
efficiently.
 Accurately record reservation data on forms and
based on establishment standards.
 Confirm customer reservations prior to their
arrival
 Impart additional information to the guest such
as food establishment ,parking conditions and
directions to the establishment
 Always be calm and polite when speaking to the
guests
 Avoid double booking
TELEPHONE ETHICS
1. Greeting-Telephone conversation expects you to
open the conversation with a nice greeting.
2. Take permission and be polite-A polite word or
two always helps in bringing warmth into the
conversation.
3. Identify self and the organization-Always
introduce yourself before getting into any
conversation.
4. Clarity-Do not use broken phrases. Always use a
clear, &simple language.
5. Purpose of the call-Think through exactly what
you plan to say and practice before you place the
call. Jotting down the items you want to discuss.
6. Know your timeline and keep it short.

7. Avoid fillers and keep it interesting-Filler words --

like um and uh
8. Smile through the phone-Keep a 'smile in your
voice.
9. Find some quiet place-clearly without background
noise.

10. Summarize, paraphrase and close- Always end

the call with a pleasantry.
ROLE PLAY
*TELEPHONE RESERVATION