LESSON 1.

PREPARE THE DINING ROOM/ RESTAURANT

AREA FOR SERVICE

WHAT IS THIS MODULE ABOUT?

This module covers the knowledge, skills and
attitudes required in preparing the dining
room/restaurant area for service particularly in
taking table reservation.

EXPECTED OUTCOMES:
Learning Outcome 1.1 Take table reservation
Learning Outcome 1.2 Prepare service stations and equipment
Learning Outcome 1.3 Set-up the table in the dining area
Learning Outcome 1.4 Set the mood/ambience of the dining area

WHAT DO YOU ALREADY KNOW?

PRE-TEST

TRUE or FALSE. Write TRUE if the statement is correct, and FALSE if it is incorrect.
Write your answer in your notebook.
__________1. Table reservation is an arrangement made in advance to have a table
available at a restaurant.
___________2. Every food service establishment accepts reservations.
___________3. Having a reservation in the desired restaurant can experience better quality
of service.
___________4. Offering table reservations may be a good tool to increase demand for
certain restaurants.
___________5. Online reservation system creates wider market for fine dining restaurant.

LEARNING OUTCOME 1.1 TAKE TABLE RESERVATION

WHAT IS THIS LESSON ABOUT?
The lesson deals with the necessary skills, knowledge and attitudes in taking table
reservations that includes the types of reservation and its benefits, basic steps on how to
take table reservation and the proper phone etiquette.
WHAT WILL YOU LEARN?
At the end of the lesson, you should be able to:
1. demonstrate the basic steps on how to take a table reservation;
2. to properly say the expressions and ask pertinent questions in taking details of the
reservation;
3. observe proper phone etiquette which is used and recognized internationally;
4. familiarizes with the phonetic alphabet.

LET US STUDY!
The following are the necessary skills that needs to be
developed to effectively take table reservations:
 Answer inquiry promptly, clearly and accurately
 Ask pertinent questions to complete the details of
the reservations
 Accurately record reservation data on forms based
on establishments standards
 Confirm details of the reservations with the
costumer
 Provide additional information about the food
service establishments
A table reservation is an arrangement
made in advance to have a table available at
a restaurant. Nowadays it has become common
for fine dining restaurants to offer table
reservations to their clients. In fact, this service
has become an integral part of a restaurant's
operation, because of its multiple benefits. Even
though there are still types of restaurants that
prefer the modality of first-come, first served, the
majority of fine dining and casual restaurants organize their operation through table
reservations. As it has become part of restaurants’ service to offer reservations, clients
are tending more and more towards making use of this offer, and for some people, it has
become mandatory to make a table reservation before going out to a restaurant since
there are benefits for the client in this type of service.
 Reservations can be received by an establishment in many ways depending on
where they are, what they are offering and what technologies they have available. Ways
reservations may be received:

Over the telephone – customers dial the establishment directly

In person – 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
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, AsiaRooms, Statravel, Showbizasia
Central reservation 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
Other venues – some Airlines will book accommodation for guests. If one hotel is
fully booked they might make a reservation at another hotel. Travel agents book
theatre or concert tickets

Benefits to Restaurants

Offering table reservations may be a good tool to increase demand for certain
restaurants. As clients know that there is a limited capacity of seats, they will always
prefer to make a table reservation instead of arriving at the restaurant and facing a long
waiting line. This tool helps the restaurant to keep a high demand of its customers on busy
nights, and even better, to increase traffic on slow nights, when customers make
reservations because they don't know how crowded the restaurant will be.
 This service represents an important benefit for restaurants, because by
guaranteeing customers a seat, they will be able to start operating at an earlier time, and
serve food until a later time than average, and thus, serve more parties each day, and
consequently, have a higher daily income.

Benefits to Clients

A client will always benefit from being able to make a table reservation at the
restaurant to which he wishes to go. Nowadays, the majority of people prefer to go out
knowing that they have a reservation, instead of incurring the risk of not getting a table at
the desired place.

A clear benefit of making a table reservation for a client is the security that they
will experience when going out to a restaurant.; i.e., making a reservation will guarantee
the client that he will receive his table at the time and place he has planned.

Another important benefit of making a reservation in the desired restaurant is the

better quality of service one will receive. As the restaurant knows at what time and with
how many people the customer will arrive, a comfortable table with enough seats and
space will be reserved, and the restaurant's staff will be prepared to serve the arriving
group.

Benefits of an Online Reservation System

Traditionally, restaurants have managed their reservation systems with a

reservation book, which means they received the reservations via telephone calls and
wrote them down in a book. Nowadays, as a consequence of the massive use of the
Internet and its benefits, experts have seen the opportunity and great added value of
creating online reservation systems, and already many restaurants have replaced the
traditional format with these new systems.

Restaurants will experience a great number of benefits when using an online

reservation system. Some of these benefits translate into a decline in incoming phone
calls, a better control of the capacity of the restaurant and the number of reservations one
will be able to accept, and a number of handy statistics and reports that will help to
analyze the business in interesting ways.

These benefits arise from a wide range of management tools provided by online
reservation systems, like operational reports, floor management software, customer
reservation histories, and customer databases that include customer data and
preferences, and grow with each new table booking. Restaurants will also be able to track
cancellations, and manage walk-in and waitlists in a better way, eliminate overbookings,
and create target email and postal mailings with the information from the customer
database. Some online reservation systems include integrated email marketing tools.

Acknowledge Customer Who Wishes to Make a Reservation

The process of making a reservation is to be able to know whether or not you are
able to accommodate the guest with what they require. Therefore, we need to ask the
right questions and respond to the reservation request. When greeting a customer over
the phone your establishment will have a specific greeting they will prefer you to use. This
greeting must sound friendly and approachable, be polite and let them know where they
have been put through to. It is also advisable to give your name to the potential customer.
Here are some tips for correct phone manner:

NOT CORRECT PHONE MANNER SAY THESE WORDS INSTEAD

Hello! Good morning! Thank you for calling “Paoay Lake Resto Bar,
this is____________. How may I help you.
Who is it? May I have your name please.
Who? Who is calling please.
What? Can you please repeat.
Hang on/Hold on Please hold on
One moment please
One second please
Just a moment please
Please allow me to put you call on hold
What do you want? Is there anything I can do for you?
May I help you in any way
How may I help you
He’s busy Sorry he is not available at the moment
Would you like to leave any message?
I am sorry he is in a meeting, do you wish to give
Your number and we will can you back.
Speak up, I can’t hear you Would you please repeat I can’t hear you, the line is bad can
you call me back
I’ll tell him. I’ll will leave a message, thank you for calling
What is your problem?
I’ll try and transfer you.
I’m very sorry but I can’t help you.
CORRECT PHONE MANNER
BASIC INFO/DETAILS SHOULD
 You should answer the telephone within 3
OBTAIN FROM THE GUEST
rings
 Name
 You should not keep the call on hold for more
 Address
than 30 seconds
 Contact Details
 You must inform all callers of action being
 Date/time of reservation
taken (holding, transferring etc.)
 Occasion
 Keep the background noise free
 Number of guest
 You should not disclose mobile phones
 Special Request
without permission
 Mode of payment
 You should not transfer calls with “time of the
day, department,
USING GUEST NAME
 This is ____________, how may I assist you? And
 Obtain Guest Name
end with Thank you for calling
 Check spelling using Alpha
 Always smile, use positive expressions and
phonetic alphabet
speak in a clear polite friendly manner
 Use Guests name three-five
 Always be courteous.
times during conversation

SPECIAL REQUIREMENTS
Table by the window
Private area
Birthday cake
Table of 10
Allergies
Bottle of Champagne on arrival
Highchair
Wheelchair access
Personalized Menu
Anniversary cake
 SAMPLE RESERVATION FORMS/SHEET

22 Nagbacalan, Paoay, Ilocos Norte

RESERVATION FORM

FAX WALK-IN

PHONE CALL INTERNET

MAIL REFERRAL

CP E-MAIL

First Name: ____________________________ Last Name: _______________________________

Date for Reservation: ___________________ Number of Guest: Adults: ____ Children: ____

Time of Date/Arrival: ___________________ Contact Number: _____________________

Food allergy: _____________________ Special Occasion: _____________________

Special Requirements: _________________ Mode of Payment: _____________________

_______________ Table Window
_______________Table for 4s, 6s, 8s,10s
_______________High Chair
_______________Cake
____________Birthday
____________Anniversary
____________Others
______________Bottle of Champagne on Arrival
______________Private Room
______________Wheelchair Access
______________Allergies e.g. garlic, egg, nut
______________Personalized Menu

Name of persons who will use the reservation: ____________________________________

Name of person making the reservation: ____________________________________

Attendant: __________________________________
Date and Time:______________________________
 EXCERCISES 1
VOCABULARY & PRONUNCIATION
Reservation Window Split Breakfast
Table Cake Brunch Booth
Ice cream Lunch High chair Occasion
Dinner Menu Bar Specials
Party of____(# of people) Alcohol Guest(s) Complimentary
Happy Hour Birthday Dessert Anniversary
Morning Allergy Wedding Afternoon
Vegetarian Reception Evening Vegan
Private party Gratuity Deposit Private dining
Tip Dress code Celebration Check
Guest of honor Availability Thank you Goodbye

EXCERSISES 2
EXPRRESSIONS & QUESTIONS
HOST/HOSTESS CALLER
How may I help you? I’d like to make a reservation.
For what day would you like to join us? I’m calling to make a reservation.
What time would you like? I have a reservation in the name
of_________.
How many guests? I’d like to request a table.
May I have the number of guests? Can we get a table near the window?
May I have your first and last name? Can we be seated away from the bar?
May I get your phone number? Do you have any specials? I’ll take that?
Will you be celebrating a special What do you recommend?
occasion?
Is there anything else I can do for you? Do you have happy hour?
We have a dress code policy of business Do you have anything special for
casual. anniversaries?
Please arrive at least five minutes before Do you have private rooms available?
your reservation.
At least half of your party must be present Do you offer private dining?
in order to be seated.
For parties over ten (people), an 18 How much is to rent a private room?
percent gratuity (tip) will be included.
We look forward to seeing you soon. Is a deposit required?
Thank you for calling. How much is the deposit?
Have a great day ahead. Where exactly you are located?
 EXCERCISES 3
PROCEDURES IN TAKING TABLE RESERVATION
STEP PROCEDURE
SKILLS HOST CALLER
1. Answering the Lift the phone, if possible on the first ring and greet the caller
phone call as you say:

OUTSIDE CALL:
Good morning/afternoon/evening.
Thank you for calling Paoay Lake Resto-Bar, this is Anne
speaking how may I help you?

INSIDE CALL:
“Paoay Lake Resto-Bar, good morning/afternoon/evening.
This is ______ speaking. How may I help you?
SKILLS HOST CALLER
2. Ask for the May I know who is calling please? I am Kisses.
guest name and
acknowledge Kisses, did I get your name right? Yes.
reservation May I spell out your name.
request. K for Kilo
I for India
S for Sierra
S for Sierra
E for Echo
S for Sierra
SKILLS HOST CALLER
3. Check the (Check reservation book for availability of booking.
reservation Excuse your guest and say:
book
Please excuse me Miss Kisses, please allow me to put
Okay it’s alright.
your call on hold, while I check the availability of your
reservation.
Okay thank you Miss Kisses for waiting. /
I’m sorry to keep you waiting, Miss Kisses/
Sorry to keep you on hold Miss Kisses.
SKILLS HOST CALLER
4. Take down the Ask and record details of the reservation.
details of table Miss Kisses, for what day would you like to join us? I would like to reserve
reservation. in the evening of Dec 30.

What time would you like? At 6:00 P.M.

How many guest would you like to reserve? 4 persons.

May I get your contact number? Its 09179939109.

Ask the special requirements.

Will you be celebrating any special occasion? Yes, an anniversary of
our wedding.
Would you like to have an anniversary cake? Yes, I like to have it.

What do you wish to design your cake? A chocolate flavored

/How many years is your anniversary? cake with Happy 10th
Anniversary wording
design on it.
 Do you have any allergy on food? None.

May I get the name of persons who will use the reservation? Its Mrs. Jane Smith.

And your contact details? 09888999888

SKILLS HOST CALLER

5. Confirming the
details May I repeat the details of your reservation. Okay,

Your Reservation Miss Kisses is on June 30, 2018.

Your arrival is 6:00 P.M. For a party of persons.
With an anniversary cake.
The cake is a chocolate flavor with a wording design Happy
10th Anniversary.

The name of the person who will use the reservation is Mrs. Yes, you are right.
Jane Smith.
The person who is making the reservation is Kisses Smith.
And your contact number is 09179939109.

Did I get all the details right? / Yes.

…..are all the details correct?
SKILLS HOST CALLER
6. Bidding Do you still have any request? / No nothing anymore.
Goodbye Do you have any other queries or question?

Thank you for calling Paoay Lake Resto Bar.

We are looking forward to seeing you then. / Thank you for
calling. We are looking forward in serving you.

Have a nice day ahead. Good bye!/ Have a great day ahead. Goodbye. Thank you.
SKILLS HOST CALLER
7. Reconfirming a Good morning. Is this Miss Kisses Smith? This is Anne of Yes, speaking. Okay
table Paoay lake Resto Bar speaking. Miss Anne.
reservation
request. May I confirm your reservation tomorrow. Yes, I will confirm.
(Repeat back all
the details to You reserved forJune 30 at 6 P.M. Yes
guest to make For a party of persons.
sure you have With an anniversary cake.
all the The cake is a chocolate flavor with a letter design Happy 10 th
information you Anniversary.
need and that it
is correct.) If you have any request or any question? Please don’t I will. Thank you.
hesitate to call us.

Thank you very much for making the reservation. We look Goodbye.
forward in giving service to Mrs. Jane Smith. Goodbye!
 SOP FOR HANDLING TELEPHONE CALL (Inside Call)
HOST CALLER
Good morning!
Thank you for calling Paoay Lake Resto-Bar,
This is Anne speaking how may I help you?
Yes, your correct.
I am Kisses.
Kisses, did I get your name right?
Yes, your correct.
May I spell out your name
K for Kilo
I for India
S for Sierra
S for Sierra
E for Echo
S for Sierra
Yes, your correct.
Okay Miss Kisses, may I also get your last name please?
Smith.
May I know what can I do for you?
I like to have a table reservation.
Miss Kisses please allow me to put your call on hold,
While I check the availability of your
reservation.
Yes, you may.
Okay thank you Miss Kisses for waiting.
Okay, it’s alright.
There is an available table for reserve. If you are ready,
may I now get the details of your reservation.
Okay, I’m ready.
For what day would you like to join us?
I would like to reserve in the evening of
June 30.
What time would you like to come?
At 6:00 P.M.
How many guest would you like to reserve?
4 persons.
May I get your contact number?
Its 09179939109.
Ask the special requirements.
Will you be celebrating any special occasion?
Yes, an anniversary of our wedding.
Would you like to have an anniversary cake?
Yes, I would like to have.
What do you wish to design your cake?
A chocolate flavored cake with Happy 10th
Anniversary wording design on it.
Do you have any allergy on food?
None.
May I get the name of persons who will use the
reservation? Its Mrs. Jane Smith.
May I get the name of person making the reservation?
Its Kisses Smith.
is the contact details the same number of the phone you are
using now?
Yes.
And the number is? 09179939109
Yes, you are right.
May I repeat the details of your reservation.
Okay,
Your Reservation Miss Kisses is on June 30, 2018.
Your arrival is 6:00 P.M.
For a party of 4 persons.
With an anniversary cake.
The cake is a chocolate flavor with a wording design Happy
10th Anniversary.
Yes,
The name of the person
who will use the reservation is Mrs. Jane Smith?
The person who is making the reservation
is Kisses Smith.
And your contact number is 09179939109.
Yes,
Are all the details correct?
Yes you are right.
Is there anything else I can do for you?
or would you like to ask?
No nothing anymore.
Thank you for calling Paoay Lake Resto Bar.
We are looking forward to seeing you then.
Have a nice day ahead. Good bye!
Goodbye. Thank you.
Good evening. May I speak to Miss Kisses Smith?
This is Anne of Paoay lake Resto Bar speaking.
Yes, speaking. Okay Miss Anne.
May I confirm your reservation tomorrow.
You reserved for
June 30 at 6 P.M.
For a party of 4 persons.
With an anniversary cake.
The cake is chocolate flavor with a letter design
Happy 10th Anniversary.
Yes, I will confirm.
If you have any request or any question?
Please don’t hesitate to call us.
Yes, I will. Thank you.
Thank you very much for making the reservation. We look
forward in giving service to Mrs. Jane Smith. Goodbye!
 SOP FOR HANDLING TELEPHONE CALLS
(Outside Call)
Staff: Good Morning/afternoon/evening
Thank you for calling Paoay Lake Resto-Bar Guest: I would like to have a
This is Anne speaking. table reservation.
How may I help you?

Staff: May I know who is calling please? Guest: This is Selwa.

Staff: May you spell out your name for me please? Guest: S-E-L-W-A.

Staff: Sierra-Echo-Lima-Wiskey-Alpha Guest: Yes, you got it correct.

Miss Selwa did I get your name correctly?

Staff: Miss Selwah please allow me to put this Guest: Okay.

Call on hold to check the availability of our
table reservation.

Staff: Sorry for the long wait and put this call
On hold. Miss Selwa as of this moment we Guest: I want to avail the
have an available table reservation. table reservation.

Staff: Miss Selwa if you are ready may I now get Guest: Yes.
the details of your reservation. (Guest answers the details)
Date of reservation: ____________________
Time of arrival: _________________________
Number of person: _____________________
Name of person who will use the reservation:
____________________________________________
Contact Details: ____________________________
Name of person making the reservation:
___________________________________________
Contact Details: __________________________
Special Requirements (request)
Near the window _____
Personalized menu _____
Allergy on food _____
Private room _____
Cake/Wine _____
Staff: May I repeat the details of your table
Reservation Miss Selwa
(Are all the details correct?)

Staff: Is there anything else I could assist you with Guest: Nothing else. Thank you.
Or would you like to ask?
Don’t hesitate to call us again if ever you have
Any further updates of your reservation
Miss Selwa.
Staff: Thank you very much for calling
Paoay lake Resto-Bar.
We look forward for seeing you then.
Have a nice day!
SELF-CHECK

TRUE or FALSE. Write TRUE if the statement is correct, and FALSE if it is incorrect.
Write your answer in your notebook.
__________1. Table reservation is an arrangement made in advance to have a table
available at a restaurant.
___________2. Every food service establishment accepts reservations.
___________3. Having a reservation in the desired restaurant can experience better quality
of service.
___________4. Offering table reservations may be a good tool to increase demand for
certain restaurants.
___________5. Online reservation system creates wider market for fine dining restaurant.

ACTIVITY
TAKING THE RESERVATION

PERFORM A TELEPHONE RESERVATION

Sample Situation:
a. Total number of guest: A family of 12 composed of 6 adults and 6 children
b. Purpose: Dinner
c. Condition: Celebration of 25 wedding anniversary of couple
No smoking area
The following skills shall 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 reservation are repeated and confirmed with the party making the reservation.
6. Additional information about the food service is provided when necessary.

Performance of the learners will be rated using this rubric:

Name of Student: ________________________________________ Score: ________________

DESCRIPTION SCORE
Demonstrate outstanding communication skills in taking phone calls when 5
reservations and observe all the six skills much confidence.
Demonstrate very good communication skills in taking reservation and observe 4 4
to 5 skills with confidence.
Demonstrate very good communication skills in taking reservation and observe 3 3
skills with confidence.
Demonstrate very good communication skills in taking reservation and observe 1 2
to 2 skills with confidence.
Did not demonstrate any skill in taking reservation. 1
REFERENCES:

https://www.gloriafood.com/how-to-take-table-reservations/

https://en.wikipedia.org/wiki/Table_reservation

https://www.google.com/search?q=take+TABLE+RESERVATION&oq=TAKE+TABLE+&a
qs=chrome.0.69i59j69i57j69i60.10717j0j7&sourceid=chrome&ie=UTF-8

https://www.quora.com/What-is-a-manual-hotel-reservation-system

http://www.waseantourism.com/ft/Toolbox%20Development%20II:%2098%20toolboxes
%20for%20Front%20Office,%20F&%20B%20Services%20and%20Food%20Production/Su
bmission%20to%20ASEC/1st%20submission%20of%2024%20draft%20TBs_280912/Recei
ve%20and%20process%20reservations/TM_Receive_process_reservations_10912.pdf