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Reservation System

The Reservation System section covers the critical first impression guests receive when interacting with the restaurant. Executing these service points ensures efficient, courteous communication that sets the tone for the entire guest journey.

All Standards (7)

Guest Courtesy

A great start: The reservationist should always be polite and gracious. All staff members that take reservations should demonstrate both interest and proficiency.

Training Tip:Remain engaged and enthusiastic throughout the process. Practice a consistent greeting and avoid sounding scripted. Let your professional personilty show. Inquire about the guests needs at every step of the way.
Guest Courtesy

Proper phone training always includes the best way to open & close the conversation. Leave the guest with a sense that their requests have been met and expectations exceeded.

Training Tip:Always begin and conclude calls with appreciation and a pleasant phrase. The tone is always professional and inviting.
Technical Execution

Knowing the business: Staff members that take reservations should be able to give accurate information about restaurant location, dress code or general menu.

Training Tip:Review basic restaurant FAQs daily to stay current on location, hours, and menu. Additionally, knowing the events taking place in town always helps.
Attention to Detail

Confirmation: Attempts should be made to confirm reservations prior to visit or immediately upon arrival to establishment.

Training Tip:Set up a confirmation process (email or SMS) to reassure the guest. Prior effort to contact the guest regarding confirmation of the reservation should be made.
Attention to Detail

Audit your systems: Online reservation sites that the business participates in should be easy to navigate and complete a booking.

Training Tip:Test your phone and online system regularly and make adjustments based on guest feedback. Routine checking of website functions, as well as all lines of communication is important.
Efficiency

Always be cognizant of your guests time, including during the phone interactions. All calls should be handled without excessive delays or interruptions, with the reservationist always cognizant of the guests time.

Training Tip:Keep calls under 2 minutes unless the guest needs additional information. Avoid putting guests on hold for long periods, if at all.
Attention to Detail

Above and beyond: Attention should be paid to those engaging in healthy eating or have any dietary requirments. Staff taking reservations should inquire about dietary restrictions, preferences and/or allergies.

Training Tip:Always ask if any allergies or restrictions apply to better prepare the kitchen.