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.