How to handle a reservation through email?
The best way to take an incoming reservation is through email, as all info and appointments are immediately available for reference. This only applies when done correctly, otherwise reservations through email might be more trouble than you would initially think. Responding to a reservation through email, is slightly different from taking a reservation in person or over the phone.
The main difference being:
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Usually we will digitally receive all info we need or just reply and we receive it all without the need of scribbling anything down.
A lot of times when people just send an email, they will forget some much needed information:
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Name for the reservation.
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Amount of people.
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Date and time of arrival.
All the extras we ask them in person or on the phone, like allergies or preferred seating is usually not included. This means we need to reply and wait for an answer. This can be a slow process. If you receive a lot of bookings through email, a web based form is your go-to solution. Just simply ask all info you need and want, and let your patrons fill in these blanks. You will get all you need, presented neatly and ready to process into your reservations system.
Personal note:
Hopefully your company has a business identity online, which means no @google or @hotmail emailaddress. This is not the year 1999 anymore and it looks dumb. Unless maybe you are a Fred Flintstone-themed place.
Make sure you have a website, even if it’s just for reservations. Implement a webform, I can help you with that if you need. As a bonus you can easily ask your patrons if you can send them a newsletter through email with offers, special during holidays and much more. I could help you with that as well. You will find it to be so much easier and useful, if you’re not doing it already.
Ofcourse some reservations need to happen face-to-face. Large parties with tailored and custom products or services are better handled live and makes upselling much easier.
But please do yourself and colleagues a favor, just make sure the simple reservations happen online.
Sincerely,
Den The Man
