TLE FOOD AND BEVERAGE SERVICES Lesson 1.2 TAKING RESERVATION
Summary
TLDRThis 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
📞 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.
🛏️ 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.
☎️ 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.
Mindmap
Keywords
💡Manual Reservation
💡Online Reservation
💡Reservation Elements
💡Types of Bookings
💡Accommodation Suppliers
💡Telephone Ethics
💡Payment Methods
💡Central Reservation Service
💡Customer Information
💡Real-Time Availability
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
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