How to handle reservations?

Reservations are part of daily life in hospitality and are important to us. They make it possible to have some indication how to schedule our rosters for example. How much products we might need or even deeper insights: how well is the company doing(returning patrons), brand management(reservations online).

In this chapter I will walk you through the 3 common means of reserving a spot at your place:

All of which are approached in a similar fashion to welcoming guests. The difference is the fact of up-selling and organization

Evidently, all reservations are to be registered properly. The way to do this, varies in each company:

I also have 6 tips to increase efficiency and help your company with front office duties:

Create efficient processes for small, medium and large reservations.
Educate staff to educate customers in whatever possibilities your venue offers.
Stay organized, describe wishes, allergies etc. Write everything down.
Assign certain staff to be responsible for managing reservations.
Remind your guests of their reservation, this is easily automated.
Don’t leave out the human element, it is our core business.

Personal note:

When reservations are handled professionally, your patrons will feel secure and happy. So no reason not to give it some attention. It doesn’t really matter to me how people make the reservation, whatever is easier for them. Unless ofcourse it is during rushhour, but it seems there is a certain kind of people who enjoy making our lives harder. No problem, we all know how to handle them when the right time comes.

More important to me is how reservations are being processed. Scribbled pieces of paper lying around sound familiar? Bound to be trouble. Organize your reservations and get it together every day. Study your available tables, memorize your reservations, note any special requests added about seating, be creative and get your seating plan ready before the first patrons start yapping about how they have made a reservation while you were just about to welcome them.

Sincerely,

Den The Man

How to handle reservations?

Handle a reservation in person.

Handle a reservation over the phone.

Handle a reservation through email.

Write down a reservation with pen and paper(old-school).

Process the reservation in your business-app(new-school).

Automated reservations through 3^rd-party website.

Create efficient processes for small, medium and large reservations.

Educate staff to educate customers in whatever possibilities your venue offers.

Stay organized, describe wishes, allergies etc. Write everything down.

Assign certain staff to be responsible for managing reservations.

Remind your guests of their reservation, this is easily automated.

Don’t leave out the human element, it is our core business.