Many independent restaurants have decided to take reservations as a way to and control the timing of arriving guests. I've had first-hand experience going from a to reservation system and I quickly learned that taking reservations is more than just being pleasant and communicating the correct information. When responding to questions and , the words you choose and the demeanor you project will the guests impression of your entire restaurant, positively negatively.
I'm going to show you three situations you will very likely encounter when taking phone reservations. It's important to be prepared and confident you can handle these questions before the phone rings.

First is . What if the guests is already full? Give them options. Tell them what you can do and let them decide and what they would prefer. For example, a guest calls and wants a reservation at 7:00 p.m. on a Friday and you're . There's only a 6:30 and a 9:00 p.m. available. saying ‘sorry but 7:00 p.m. is full’, you would say ‘my first availability is at 6:30 p.m. and my next one is at 9:00 p.m. I also have a 7:00 p.m. available on Sunday. Do you have a preference’? You just gave the guests three options instead of saying ‘Sorry we’re already booked.’. This works and is very powerful.

Second is . ‘Can we get a table by the window’? If you can guarantee it, great, but you don't want to promise something that you can't deliver. Seating requests are easier to if they have an early reservation but what if their reservation is at 7 p.m. and the table before them just won't leave. Instead of promising a seating request, say ‘I'll put your seating request in my notes, I can't guarantee the table but we will do our best to accommodate your request’. and .

Third is . ‘Is it okay if we a few minutes late after our reservation? I'm coming from work’. Say for example you only have a 6:00 p.m. available on a weekday and that guest says they can make it close to that time but not quite at 6:00. Do not say ‘Sure, come whenever’! That could get you in trouble later if they show up twenty minutes late. Instead say ‘We have a on each table’. Does that give you enough time? If it does, great, if it doesn't, offer them the next available time.

The specifics you encounter will vary, but these are three situations that I've found myself quite often. So let me summarize three common phone reservation challenges and how to respond.
Availability. If their desired time is not available, give them options. Tell them what you can do and let them make the decision.
Seating requests. ‘Can we have a table on the patio against the railing?’ We can't it but we'll put your seating preference in our notes and do our best to accommodate your request.
Late arrivals. ‘We're running late, can we still get our table’? We have a 10 minute-courtesy hold, does that give you enough time? If it doesn't, offer them the next available time.
When I first started taking reservations, I put these responses on a card and kept them by the . I didn't want to stumble over my words and sound or . The goal is to come across as and and confident and competent. Follow these simple and I know your guests will appreciate your to handle their questions and requests in a professional and caring ..