T A K E T A B L E R E S E R V A T I O N S

(ALA CARTE SERVICE)

Table Reservations Procedure For Restaurants
Answering the telephone:
Wish the caller as per the time of the day:
 Good (morning / afternoon / evening). Roof Top Restaurant Albert
speaking. How may I help you?
Acknowledging a reservation request
 Certainly Mr. David, (use name if whenever known)
 Yes of course sir or madam, (use name if known)
Taking the table reservation details:
Standard questions
 May I have your name, please?
 When would you like book your table?
 A table for how many guests?
 Where would you like to sit?
 Do you prefer a smoking area? (Only applicable if your restaurant has
separate smoking area / zone)
When you check the reservations book
 Please excuse me, (name), while I check the reservations.
 Please allow me to put your call on hold, while I check the availability.
 Just one moment, please (name), while I see what we have available.
Returning to the caller
 I’m sorry to keep you waiting, (name).
 Sorry to keep you on hold, (guest Name)
 May I have your (mobile number), please?
Confirming the details
 May I please repeat the table reservation details, A table for (2) (this
afternoon / on Sunday, 31 October) at (2.00 p.m.) in the name of (Mr.
William David). And your (telephone number) is (123456789). Is that
details correct?
Saying goodbye
 Thank you very much for calling, Mr. David. We look forward to seeing
you then. Have a great day ahead.
When a table is not available or where the guest wants one
 I’m afraid we don’t have a table at that time. Would (2.30) be suitable?
 I’m afraid we don’t have a table available there at that time. But there is
a table available (say where) then. Would that be suitable?
Offering an alternative
 May I help you to reserve a table at another of our restaurants instead?
 Perhaps you’d like to have (lunch) in the (Wok Restaurant), where there
will be a buffet this afternoon.
PROCESS FOR RECONFIRMING A RESTAURANT TABLE RESERVATION
REQUEST:
Standard reconfirmation
 Good Morning, Mr. David. This is Albert from the Roof Top
restaurant speaking.
 I would like to reconfirm your reservation for a table for 2 this afternoon
at 02:00 p.m.
 Thank you very much for making the reservation and we look forward to
being of service to you and your (guest) this evening.
Reconfirmation of a table reservation with a special request
 Good afternoon, Mr. David. This is Albert from the Roof Top
restaurant speaking.
 I would like to reconfirm your reservation of a table for 2 this evening at
7:00 pm.
 A birthday cake with the wording "Happy Birthday to Betty" has been
arranged for tonight.
 Should you have any other request, please let us know.
 Thank you very much for making the reservation and we look forward to
being of service to you and your (guest) this evening.
Restaurant Reservation Form Sample

TIME 7:00 PM

DATE July 08 2015

No. in your Party 2

E-Mail Address anggsayasaya@yahoo.com

First Name Lab

Given Name Ai

Middle Name Yoo

Contact Number 0918 5333548

Remarks/Request  Non Smoking Area

 Near the Window
 Private Room with Live Piano or Violin
Sample Script on Restaurant Reservation
Ring……………
R.R.A : Good (morning / afternoon / evening). Roof Top
Restaurant Albert speaking. How may I help you?
Guest : Can I make a Reservation
R.R.A : Yes of course, But before that May I
Know your Full Name Please and Telephone Number.
Guest : Ino Williams, 123456789
R.R.A : Thank your Sir Ino, when would you like me to book
your table sir and what time?
Guest : I want it on December 25, 2017, 7:00pm
R.R.A : Okay sir, Table for How many Sir?
Guest : For 2 (Two)
R.R.A : Thank you sir, any particular request sir like where do
you like to sit or do you prefer a smoking area?
Guest : We want to be seated near the window so that we are
able to see the view outside and Non Smoking Area
please.
R.R.A : Okay sir Thank you so much, is there any else Sir? Sir
can hold you for a while I just want to check if there
are available table on this particular Date and time.
Guest : Okay
R.R.A : Thank you for waiting, I happy to tell you that we have
available table on December 25, 2017. May I repeat
the table reservation detail Sir Ino?
Guest : Yes Please.
R.R.A : Thank you Sir Ino. A table for 2 on December 25,
2017, 7:00pm, in the name of Mr. Ino Williams, near
the window and Non Smoking Area and your telephone
number is 123456789. Is that details Right Sir?
Guest : Yes thank you
R.R.A : Thank you very much for calling, Mr. Ino. We look
forward to seeing you then. Have a great day ahead.
When a table is not available or where the guest wants one
Ring……………
R.R.A : Good (morning / afternoon / evening). Roof Top
Restaurant Albert speaking. How may I help you?
Guest : Can I make a Reservation
R.R.A : Yes of course, But before that May I Know your Full
Name Please and Telephone Number.
Guest : Ino Williams, 123456789
R.R.A : Thank your Sir Ino, when would you like me to book
your table sir and what time?
Guest : I want it on December 25, 2017, 7:00pm
R.R.A : Okay sir, Table for How many Sir?
Guest : For 2 (Two)
R.R.A : Thank you sir, any particular request sir like where do
you like to sit or do you prefer a smoking area?
Guest : We want to be seated near the window so that we are
able to see the view outside and Non Smoking Area
please.
R.R.A : Okay sir Thank you so much, is there any else Sir? Sir
can hold you for I while I just want to check if there
are available table on this particular Date and time.
Guest : Okay
R.R.A : Thank you for waiting, Sir upon Checking we are very
sorry to inform you that we don’t have available table
on the time that you want, If you want sir if I may
suggest can we move it 8:00pm instead of 7:00pm
Guest : Okay No Problem
R.R.A : Thank you so much Sir, May I repeat the table
reservation detail Sir Ino?
Guest : Yes Please.
R.R.A : Thank you Sir Ino. A table for 2 on December 25,
2017, 8:00pm, in the name of Mr. Ino Williams, near
the window and Non Smoking Area and your telephone
number is 123456789. Is that details Right Sir?
Guest : Yes thank you
R.R.A : Thank you very much for calling, Mr. Ino. We look
forward to seeing you then. Have a great day ahead.
Process for reconfirming a restaurant table reservation request:
Standard reconfirmation
Ring……………
R.R.A : Good Afternoon, Mr. Williams, this is Mr. Albert from
Roof Top Restaurant speaking, I would like to confirm
your reservation for 2 this December 25, 2017 at
8:00pm
Guest : Okay thank you so much
R.R.A : Thank you very much for making the reservation and
we look forward to serve to you and your partner this
coming December 25, 2017 8:00 in evening.
 S E Q U E N C E O F T A B L E / F O O D
S E R V I C E
(ALA CARTE SERVICE)
1. MAKE YOU PRE – SET UP TABLE
Note: Pre Set-Up table include the following;
 Table Center Piece
 Salt and Pepper Shaker
 Bread Plate with Butter Spreader
 Water Goblet
 Dinner Knife and Fork
 Show Plate
 Table Napkin
2. WELCOMING THE GUEST
Approach the Guest; you have to establish EYE to EYE contact
while greeting the guest. Ask the guest if they have reservation, if they
have just asked the full name of the guest who made the reservation. If
they don’t have reservation asked the guest for how many people and
smoking or non smoking are.
Example No Reservation: “Good Morning/Afternoon/Evening
Ma’am/Sir, Welcome to ABC Restaurant, Do you have any reservation?
Table for How many Ma’am/Sir? Smoking or Non – Smoking Area? This
way
Example With Reservation: “Good Morning/Afternoon/Evening
Ma’am/Sir, Welcome to ABC Restaurant, Do you have any reservation?
May I know your full name ma’am/Sir? This way
3. ESCORTING GUEST TO THEIR TABLE
Example: This way Ma’am/Sir. Remember you have to be one step ahead
to your guest. “Will this table Alright for you ma’am/sir?”
4. SEATING THE GUEST
When seating the guest sits first the ladies then male if they want.
5. OFFERING BEFORE DINNER DRINK
Note: Aperitif are alcoholic drinks that are normally served with
meals common choices are vermouth, champagne, fino, and any still,
dry, light white wine. Water is automatically served to you guest and
Unfold the table napkin first before serving any drinks. Remember
render extra service before serving the water like UNFOLDING THE
TABLE NAPKIN AND PUT IT ON GUEST LAP.
6. SERVING DRINKS/WATER
Note: When serving drinks always serve on the right side of the guest,
right leg forward and use your right hand. When serving water, there is
two ways on haw to serve water to guest. First, your right hand holding
 the water pitcher, then pour the water directly on the water goblet on the
table. Second, left hand holding the water pitcher get the water goblet
away from the guest pour the water and return the water goblet on the
table.
7. PRESENTING THE MENU
Example: “Excuse me Ma’am/Sir may I present to our Menu, by the way
my name is _____________________ you food attendant for tonight, may I
leave you for a while”. Then move aside and wait for the guest if they are
ready to get their orders.
8. TAKING FOOD ORDER
When getting guest order, just remember to make a suggestive selling
and clarify all the orders like for steak if is well done, medium rare, rare
etc. Egg if it is Hard Boiled Egg, Sunny Side Up, and Scramble then
repeat the order.
Note: When making SUGGESTIVE SELLING you have to consider the
AGE, HEALTH, RELIGION, LIFESTYLE, WEATHER AND CLIMATE,
FOOD PREFERENCE, SLOW MOVING ITEMS and HOUSE
SPECIALTIES.
9. PLACING THE ORDER TO THE KITCHEN.
10. COMPLETING THE TABLE SET – UP
Note: All the Spoon, Knife, Cocktail Fork and Glasses are on the
RIGHT SIDE of the guest. All the Forks and Break Basket are on the
LEFT SIDE of the GUEST. Dessert Fork and Spoon sometime placed on
the top of the show plate. The WATER GOBLET is being place on the top
of the DINNER KNIFE and the distance between the GOBLET and KNIFE
is ONE (1) INCH.
11. SERVING FOOD ACCORDING TO STANDARD OF SERVICE.
When serving the FOOD begin with;
1st - Bread and Butter
2nd - Appetizer
3 rd - Soup
4th - Salad
5 th - Main Course
Note:
 Don’t forget to excuse and introduce the food that you are about to
serve and hold the plate on the rim and don’t leave any finger print
on the rim or glasses.
 When serving the next food remove the soiled dish first before
serving the next dish.
12. OFFERING DESSERT/SERVING DESSERT
When offering Dessert you have to bring your menu so that he/she
can choice what dessert he/she want. When serving same thing with
serving food, don’t forget to excuse and introduce the food that you are
serving.
13. OFFERING AFTER DINNER DRINKS
Example of after dinner drinks, COFFEE, TEA OR ALCOHOLIC
BEVERAGE.
14. PRESENTING/SETTLING THE BILL OF GUEST
When presenting the bill make sure that you double check the bill,
the table number so that we can avoid gust complaints. If your guest pay
in cash don’t forget to acknowledge the amount that you received.
Example;
If Cash “Excuse me Ma’am/Sir, I received Php. 2,000.00 pesos I’ll
be back for your change and receipt”
If Credit Cards “Excuse me Ma’am/Sir, I received you VISA
CREDIT CARD/MASTER CARD, can I have 1 (one) Valid ID for
verification by the casher then I’ll be back for your for your receipt and
signature”
If Charge to Room Account “Excuse me for a while Ma’am/Sir, I’ll
check it by the Front Desk” After verification say; “Excuse me Ma’am/Sir
your bill has been charge to your room account”
15. BIDDING GOOD-BYE AND THANKING THE GUEST.
“Thank you for dining with us ma’am/sir. Hope you had a great time,
please do visit us again”
 ROOM SERVICE
Room service is an accommodation available at many hotels, whose
employees bring food or other items to guests in their rooms.
What is DOOR KNOB MENU?
 DOOR KNOB MENU – A type of room service menu that a
housekeeper can leave in the guestroom and that lists a limited
number of breakfast items and service times for selection by the
guest.
PREPARING FOR ROOM SERVICE
Mis – En – Place, just like in restaurant, the room service section must have a
station for preparing the supplies and materials needed for room service. A par
stock list must also be provided. Requisition for replenishing of stock shall be
done whenever needed.
1. See to it that each item in the station is clean and in good condition, no
wrinkled lines, nor deformed cutleries, broken drink glass or damaged
china wares.
2. For room Service in hotels, it is advisable to check the front office
regarding the volume of booking and check in as much as the volume of
room service orders is dependent on booking. Then you will know if extra
supplies have to be prepared in advance.
3. Check for new items and adjustment in prices and make sure that these
are reflected in room service menus to avoid misunderstanding with
guest during billing.
4. Check logbook for some special orders or special arrangements for the
day as in fruit basket for VIP’s etc. and have them prepared.
5. Have enough room service trays and prepare room service trolleys.
6. When laying down cups and saucers in trays, they should be in upside
down position to protect them from dust.
7. Cover trays with a clean cloth to keep them away from contamination.
8. Use sachet of sugar and cream and smaller portion size pots or
containers of jams, marmalade, butter etc. as they are more convenient
and more economical for room service. However, in serving VIP’s this
may not be appropriate.
9. Have enough covers for plates and bowls.
FOR BREAKFAST….
1. For breakfast, a regular room service tray should be covered with clean
cloth. The necessary service materials are placed thereon. Double check
every item that is placed on the tray and makes sure it is clean and well-
polished.
A M E R I C A N B R E A K F A S T
A hotel breakfast that includes most or all of the following: two eggs (fried
or poached), sliced bacon or sausages, sliced bread or toast with
jam/jelly/butter, pancakes with syrup, cornflakes or other cereal, coffee/tea,
orange/grapefruit juice. Also called American style breakfast.
The following items are necessary for American Breakfast;
 Table wares required for individual order such as Knife and fork for
meat and eggs.
 Spoon for the boiled eggs
 Medium sized spoon for cereals etc.
 Salt and Pepper Shaker
C O N T I N E N T A L B R E A K F A S T
A hotel breakfast that may include sliced bread with butter/jam/honey,
cheese, meat, croissants, pastries, rolls, fruit juice and various hot beverages.
It is served commonly in the continental Europe, North America, and
elsewhere, as opposed to the English breakfast served commonly in the UK.
The following items are necessary for continental breakfast. One piece of
the following;
 Dinner Plate
 Cup and Saucer
 Spoon for the Jam and Marmalade
 Water Goblet
 Salt and Pepper Shaker
 Coffee, Sugar, Creamer Sachet
 Table Napkin
 Dessert Plate
2. Beverage must be prepared as ordered.
 Tea/Coffee must be served with pot of hot water
 A chocolate is usually placed in a pot with a cover and with a large
creamer or 4 ounce of hot milk.
 R O O M S E R V I C E S E Q U E N C E

1. TAKING ROOM SERVICE ORDER

Note:
 Answer the Phone at his 1st ring and when answering the call
answer it 1st introduce your department, 2nd Greet the guest, and
3rd introduce your Self.
 Before you take the guest order get the Room Number and Full
Name of the Guest.
 Address the guest by their name when getting their order. Repeat,
Clarify and make suggestive selling when getting guest order.
 Don’t forget to tell your guest how much is their bill and what time
they want their order to be deliver.
Example:
RING……………….
RSOT: Room Service, Good (Morning, Afternoon, Evening),
Raymond speaking how may I help you?
Guest: Can I order something???
RSOT: Before anything else can I have you room number and
full name??
Guest: I am Mr. Raymond Garcia, Room 143
RSOT: Okay Sir Raymond Garcia, you are roomed at 143,
Can I have your order now sir?
Guest: Can I order AMERICAN BREAKFAST??
RSOT: Sir Garcia, your order is American Breakfast, Sir what
do you want for your egg to be done? Do you want it
sunny side up, scramble, or hardboiled egg?
Guest: Sunny Side up.
RSOT: How about your bread sir? Plain Bread, Garlic Bread
or Toasted Bread?
Guest: I want it Garlic Bread
RSOT: Okay sir, how about for you drinks? Coffee, Tea, Hot
Chocolate or Fruit Juice?
Guest: Fruit Juice
RSOT: What particular fruit juice sir? We have Fresh
Pineapple, Mango, Apple, Orange, Melon, Water Melon
and Strawberry Banana Juice?
Guest: Pineapple
RSOT: Sir would you like to add extra garlic bread or fresh
fruit cuts?
Guest: Garlic Bread please.
RSOT: Okay Mr. Garcia is that all?
Guest: Yes
RSOT: Mr. Garcia may I repeat your order, you ordered
AMERICAN BREAKFAST your egg is Sunny Side up,
 your bread is garlic bread, your drink was pineapple
juice and you have extra garlic bread, is that all sir?
Guest: Yes
RSOT: Your Bill sir is Php. 450.00, Sir how are you going to
pay your bill? Cash, Credit Card or We just add it from
your HOTEL BILL?
Guest: Cash
RSOT: Sir, are you going to pay the exact amount or do I have
to bring a change?
Guest: The exact amount
RSOT: Okay sir, what time do you want us to deliver you
food?
Guest: After 20 minute
RSOT: Okay sir you food will be deliver after 20 minutes
THANK YOU FOR CALLING ROOM SERVICE AND
HAVE A NICE DAY.
FOR CREDIT CARD

Guest: Credit Card

RSOT: Could you hold for a while Ma’am/Sir I’ll just check it
by the front desk.(if it is okay to pay through credit
card)
Thank you for waiting Ma’am/Sir, sorry to keep you
waiting Ma’am/Sir, your bill shall be charged through
your credit card. What time do you want us to deliver
you food?
Guest: After 20 minute
RSOT: Okay sir you food will be deliver after 20 minutes
THANK YOU FOR CALLING ROOM SERVICE AND
HAVE A NICE DAY.

2. DELIVERING FOOD ORDER

 Knock the door three times or activate the buzzer then announce
your intension. Take note do not enter the room unless the guest
told you and do not close the door unless the guest told you also.
 Set up the Food order then render EXTRA SERVICE
 Let the guest sign the acknowledgement receipt stating all the
utensils place on the room.
 Present the bill
 Ask the guest what time you are going to pick up all the soiled
dished.
 Bidding Goodbye
EXAMPLE

RSFA: Knock, Knock, Knock or Buzzzzzzzz ROOM SERVICE

for Mr. Raymond M. Garcia may I came in?
Guest: Come In,
RSFA: Good Morning Sir Raymond Garcia by the way my
name is Daniel you Room Service Food Attendant, Sir
shall I leave the door open or shall I close it?
Guest: Close it thank you
RSFA: Sir where do you want me to set up you food?
Guest: On that table.
RSFA: Okay SIR, SIR do you want me to open your curtain so
that while you are having your breakfast you have the
wonderful view of our manmade lake, or do you want
me to turn on your T.V. so that while you are having
your breakfast you are watching NEWS.
Guest: Okay please
RSFA: Is that all sir?
Guest: YUP
RSFA: Sir can you please sign this acknowledgement receipt
regarding all the utensil that will be set up on your
room?
Guest: Okay No Problem
RSFA: May I present your Bill sir?
Guest: Okay
RSFA: Sir Feel free to call us again if you want something or
if you like us to clear your soiled dished.
Guest: Okay… I will
RSFA: Okay sir, enjoy your food, thank you and call us again
if you need anything.

CLEARING PROCEDURES
1. The waiter who serves the food order is required to clear soiled dishes,
tray and trolley from the room.
2. Upon pick up, busboy or waiter must check whether all equipment
indicates in the control sheet are available for pick up.
3. If there are missing items and the waiter is inside the room, he must
locate for the missing item.