TLE FOOD AND BEVERAGE SERVICES Lesson 1.2 TAKING RESERVATION

Summary

This video covers the essentials of food and beverage service reservations, detailing two main types: manual and online reservations. It explains the processes involved in both, from taking customer details, handling payments, and managing guest preferences, to offering up-to-date information via online systems. The video also highlights different types of bookings, such as accommodation, dining, and entertainment, and emphasizes good telephone etiquette for customer service. Tips for taking reservations, addressing guest inquiries, and ensuring smooth operations are provided to enhance customer experience.

Takeaways

• 📞 There are two types of restaurant reservations: manual and online.
• 👥 Manual reservations involve a host or hostess taking details over the phone, storing information, and ensuring accuracy.
• 💻 Online reservations allow customers to input their own information via a website and access real-time availability.
• 🏨 Reservations are essential for convenience and security, especially for accommodation and dining bookings.
• 🛏️ Types of bookings include accommodations (hotels, apartments), flights, cruise ships, rental cars, and entertainment venues.
• 🎟️ Different methods exist for checking availability and making reservations, including in-person, phone, email, fax, and third-party services.
• 📝 Key reservation details include customer information, payment methods, and confirmation processes.
• 📍 When taking reservations, staff should provide accurate information about location, parking, and specials.
• ☎️ Telephone etiquette is crucial in handling reservations, emphasizing clarity, politeness, and efficiency.
• 🙂 A friendly tone and proper communication can ensure a positive customer experience during phone interactions.

Q & A

What are the two types of restaurant reservations mentioned?

The two types of restaurant reservations are manual reservation and online reservation.

How does a manual reservation system work?

In a manual reservation system, a host or hostess answers the phone, records reservation details, and collects credit card information for guarantee. They may also provide directions, answer guest questions, and give information about parking.

What are the benefits of using an online reservation system?

The online reservation system allows guests to input their own information, view real-time availability, and access details like directions, parking, and active promotions through a website.

What are some product details that can be stored in the reservation system?

The system can store product details such as room types, menu items, prices, live entertainment options, and other information in the form of brochures, charts, and handouts.

What are the different types of bookings mentioned in the lesson?

The different types of bookings include accommodation, air travel, cruise ships, limousine or car rentals, extended tours, dining reservations, entertainment bookings, tourist attractions, and other venue bookings.

What are the common ways a reservation can be received?

Reservations can be received in person, over the phone, by mail, via email or fax, through the internet, and via third-party reservation services.

What is the importance of telephone ethics in handling reservations?

Telephone ethics are important for ensuring clear, polite, and professional communication, which helps maintain the efficiency and standards of the reservation process.

What should be done before taking a reservation?

Before taking a reservation, one should be ready to answer common guest questions, gather all relevant details, and ensure the reservation is recorded accurately based on the establishment's standards.

What are some possible customer questions when making a table reservation?

Customers may ask about the type of cuisine, menu style, accepted credit cards, outside food policies, courtage fees, serving times, accommodations for children or disabled persons, parking facilities, and whether the restaurant hosts special functions.

What tips are provided for effective telephone communication during a reservation?

The tips include greeting politely, introducing oneself and the organization, being clear, avoiding filler words, keeping the call short, smiling through the conversation, and ending the call pleasantly.

Outlines

00:00

📞 Manual and Online Restaurant Reservations

This section introduces two types of restaurant reservations: manual and online. Manual reservations involve a designated person, like a host, handling phone calls, recording details, and ensuring customer needs such as directions and parking. Forms are used to gather and store customer information, and payment is processed manually. On the other hand, online reservations use websites where guests input their information. The system provides real-time updates on availability and stores customer preferences and past records. Both methods emphasize convenience and efficiency for customers.

05:01

🛏️ Types of Bookings in Hospitality and Travel

This section covers various types of bookings in hospitality and travel, from accommodation (hotels, guesthouses) to transportation (airline seats, limousines). Each type of booking caters to different customer needs, such as cruises that include meals, buses for tours, and extended tours that offer full packages with meals and accommodations. It also covers entertainment bookings (concerts, festivals), restaurant reservations, and tourist attraction bookings. The key focus is providing flexibility in bookings and options, depending on the season and available facilities.

10:03

☎️ Reservation Methods and Booking Procedures

This paragraph discusses the multiple ways customers can make reservations: in person, over the phone, via email, or through online systems. It also highlights alternative methods such as third-party reservation services, central reservation systems for multiple venues, and referrals within the same chain of establishments. Establishments should be able to offer alternatives when bookings are unavailable, inform customers of costs and features, and confirm payments while providing clear confirmation of the reservation.

📋 Taking and Confirming Table Reservations

This section gives a detailed guide on taking table reservations efficiently. Staff should be prepared to answer common questions about the cuisine, credit card policies, children, and disability access. The process involves gathering essential information from guests, confirming their reservations, and providing additional details like parking or directions. Proper etiquette is emphasized, ensuring politeness, clarity, and avoiding double bookings.

📱 Telephone Etiquette for Handling Reservations

This final section outlines best practices for telephone etiquette when taking reservations. Greeting customers warmly, speaking clearly, and using polite language are key. Reservation agents should identify themselves and their organization, stay concise, avoid filler words like 'um,' and maintain a friendly tone. Quiet surroundings during the call are essential, and the conversation should conclude with a pleasant summary and confirmation. These practices ensure professionalism and efficiency in phone-based customer interactions.

Keywords

💡Manual Reservation

A manual reservation refers to the traditional method of booking, where a designated person, such as a host or hostess, handles the reservation process by phone. In the video, it explains how this method involves recording guest details, answering questions, and handling payment information. This concept relates to the theme of traditional versus modern booking systems in the food and beverage industry.

💡Online Reservation

Online reservation is the digital method of booking through a website. It allows customers to enter their information and check real-time availability. The video contrasts this system with manual reservations, highlighting its convenience, speed, and the ability to update availability automatically.

💡Reservation Elements

Reservation elements refer to the key factors that drive people to make bookings, such as convenience, security, and the assurance of having services like accommodations or dining available upon arrival. The video emphasizes that the reservation staff's role is to process bookings efficiently to meet these needs.

💡Types of Bookings

Types of bookings encompass various services that require reservations, such as accommodation, transportation, and dining. The video lists examples like hotels, airplanes, cruises, and entertainment venues, showing the wide range of sectors that rely on booking systems to manage customer expectations and resource availability.

💡Accommodation Suppliers

Accommodation suppliers are establishments like hotels, guest houses, and resorts that provide lodging services. The video explains how customers need to book rooms through a reservation process, with considerations such as room type, availability, and additional services influencing their choice.

💡Telephone Ethics

Telephone ethics refers to the proper conduct when handling phone reservations, including politeness, clarity, and professionalism. The video outlines tips such as greeting the caller warmly, using polite language, and ensuring clear communication. This concept is critical to ensuring efficient customer service in manual booking systems.

💡Payment Methods

Payment methods include various ways customers can pay for services, such as cash, credit cards, or manual credit card machines. In the context of the video, these methods are an essential part of both manual and online reservations, as they ensure that bookings are guaranteed and secure.

💡Central Reservation Service

A central reservation service is a system that manages bookings for multiple venues or establishments. The video gives examples of how such services help organize bookings across different hotels or restaurants within the same chain, ensuring that reservations are efficiently handled when a location is fully booked.

💡Customer Information

Customer information refers to the details collected during the reservation process, such as names, contact information, and specific requests. The video stresses the importance of accurately recording this information, whether through manual or online systems, to ensure smooth service delivery.

💡Real-Time Availability

Real-time availability refers to the immediate and automatic updates of booking statuses, especially in online reservation systems. The video emphasizes how this feature improves customer experience by showing up-to-date information on available rooms or tables without needing to consult staff.

Highlights

There are two types of restaurant reservations: manual and online.

Manual reservations depend on a host or hostess to record details and take credit card information.

Online reservations allow guests to input all necessary information through a website.

Online systems can provide real-time availability and adjust automatically when a reservation is made.

Reservation systems can store guest history, such as room preferences and spending records.

People make reservations for convenience and security, ensuring a smooth experience during their stay or dining.

Reservation staff must process bookings efficiently and professionally to ensure guest satisfaction.

Accommodation bookings are required for establishments like hotels, guest houses, and resorts.

Airline bookings vary depending on the airline, travel class, and season.

Cruise ship bookings may include meals and tours, while transportation bookings can involve car rentals or limousines.

Table bookings for restaurants ensure guests have a prepared dining space.

Telephone handling during reservations should follow standard etiquette, including polite greetings and clear communication.

Reservation systems can receive bookings through multiple channels, including in-person, telephone, email, and online.

Third-party services like central reservation services or booking companies can manage reservations for multiple venues.

Telephone conversations for reservations should be clear, concise, and follow proper etiquette to ensure efficiency.

Transcripts

[Music]

[Music]

welcome to

food and beverage services

food and beverage services lesson

information 1.2

our topic is taking reservation

types of restaurant reservations there

are two types of restaurant reservations

the manual reservation and the online

reservation

the manual reservation system depend 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 guaranteed

they may also answer guest questions

give accurate directions to the

restaurant

and provide clear information about

parking

forms will be used for reservation

customer details

system and processes have to work so the

information collected can be stored and

made available

on the dates it is required

product information such as room types

menu items

rate sheet prices card types

live entertainment bus destination

will also be in the form of brochure

charts and handouts for the staff

accounting processes to collect the

method of payment

would be a cash register petty cash box

manual credit card machine or cashier to

process the money

the other type of restaurant reservation

is the 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 guests 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 house or hostess for

details

online information also provides

up-to-date or real-time information

on the availability at the push of a

button

when a reservation is recorded the

availability is automatically altered

displays a suitable screen to input

customer information

and requests

a computer system may have a history of

any

guest who has used the establishment

previously

it can store information such as

preferred room type

record of requests date of last day

even the amount spent previously

elements of reservation

elements of reservation people make

reservations for convenience and

security

many people like to plan out their

holiday or business trip

to peel secure in the knowledge that

they have a room waiting for them

they have a prepared table for

comfortable dining

they have a flight book to take them

back to their home or next destination

and know they have seen all the

attractions of the city

during their stay the role of

reservation stop

is to ensure that they process all

reservations

in an efficient and professional manner

types of bookings

types of bookings first is the

accommodation suppliers

guests will need to have a room bookings

process in order to stay establishments

that provide accommodation such as

hotels

apartments resorts guest houses

and carbon parks

aircraft passengers need to have seats

book for all types of airtra belde

undertake

these bookings will vary according to

the airline chosen

class of trouble such as first class or

economy

date of lying high season or low season

or facilities that are included

such as food or movies

cruise ships passengers and cruise ships

need to make bookings for the dates of

their cruise

this sort of reservation may include

meals while on board

coaches or buses to travel from one

place to another or to visit tourist

destination

another type of bookings is for

limousines or rentals

of cars and vans customers can

book transport to either drive

themselves around

or have a chauffeur included in the

vehicle

they are extended tours it includes

meals

and maybe accommodation and entrance

piece to tourist parks dining and meal

reservations

these are table bookings for restaurants

and eating houses

entertainment bookings a ticket booking

such as theater or music concerts

tourist attractions bookings for events

such as different ethnic festivals of

the philippines

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 theater or concert

tickets

here are some ways to check availability

of bookings

first ability to offer alternatives when

the requested booking is not available

second provide information on the cost

and product features

third record the details and

requirements of the person

making reservation a way of recording

the acceptable method of payment and

provide confirmation details

waste reservation may be received

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

here are some ways the reservation may

be received

first in person the customer comes in

the establishment and communicates

directly with the staff

second over the telephone customers dial

the establishment directly

and third by mail in some countries

today

this is almost an extinct form for

making a reservation

another way of reservation may be

received is through email

a booking through an email address fax

email or fax

this is another form of communication

that is being replaced by technology

internet and online booking via website

and third-party reservations a booking

that uses a reservation company

to make booking for you like what if

asia rooms

istra travel or showbiz asia

next is true central reservation service

a central reservation service that

controls reservations for several venues

number nine same chain referral

a reservation that has been referred

from another establishment

belonging to the same group for example

asian car rental hyatt hotel

and hilton's pass

how to make table reservations

before taking a reservation make sure

you know the answer to the questions

which are likely to be asked

following our tips and some possible

questions in taking reservations

tips in taking table reservations number

one

answer inquiries promptly clearly as

accurate as possible second ask

pertinent questions to complete the

details of the reservation

take note of specials and changes in the

menu

and make sure to inform guests about it

third gather all pertinent information

and the reservation from the guests

politely and efficiently

fourth accurately record reservation

data on forms

and based on establishment standards

number five confirm customer

reservations

prior to their arrival

number six impart additional information

to the guests such as

food establishment parking conditions

and directions to the establishment

number seven always be calm and polite

when speaking to the guests

and finally avoid double booking

here are some possible questions of

customers when taking reservations

first what kind of cuisine do you offer

example french italian cantonese and

modern australian

next is what style of menu do you offer

they can also ask they accept credit

cards if yes

which credit card do you take

fourth can we bring other foods and

drinks brought from outside

another possible questions are is there

a court cage for food and drinks bought

from the outside

if yes how much what time do you start

serving for lunch

and for dinner do you accommodate

children

do you cater persons with disability

number nine are all rooms air

conditioned

ten do you have parking facilities

eleven do you cater special functions

12 do you have smoking area and

how do we get there what is the nearest

landmark

so those are the possible questions of

customers

when taking table reservations

telephone ethics telephone plays an

important role in times of preservation

on phone perfect telephone handling

ensures

efficiency of the reservation agent

which at the same time upholds standard

telephone ethics are set up moral

principles use

when handling telephone

the following are the tips that will

help you communicate better over the

phone

first is the greetings telephone

conversation

expect you to open the conversation with

a nice greetings

next is to take permission and be polite

a polite word or two always helps in

bringing warm

in the conversation

next is identify self and the

organization

always introduce yourself before getting

into any conversation

then clarity do not use broken phrases

always use a clear and simple language

number five 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

number six know your timeline and keep

it short

seven avoid feelers and keep it

interesting

feeler words like um and ah must be

avoided during the telephone

conversations

8. smile through the telephone keep a

smile in your voice

number 9 find some quiet place clearly

without background

noise and finally summarize paraplace

and close

always end the call pleasantly

a time to remember

[Music]

this is smiling thank you for watching