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 allown 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. 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.
