[ Pobierz całość w formacie PDF ]
that was located where the reservations have been taken.
Blocking is accomplished by the way of an organised
process. First, the reservation manager assigns the
reservation to an appropriately-sized table. Finally, an
alphabetised listing of the guests arriving is completed
alongside their expected arrival time and their assigned
table. From the list and a copy of the blocking diagram, it
is easy for the host to know what tables are blocked and
what guests are to be seated at which table. Because the
reservations are set up first by time and then alphabetised,
the host s job becomes easier, as much planning has taken
place before the guest has arrived. The alphabetised
reservation list.
After the reservation manager has blocked the tables,
the guests names are organised on a reservation form.
This system works well if planned and executed properly.
However, there are some problems that can be associated
with this system. First, if the guests do not like the table
204 Banquet Management and Room Division
they have been assigned, the host may have a problem
with the guests. The host has a few options. For example,
the guests table could be switched to another comparable
table. Or an apology could be offered and an explanation
given why the guests cannot have the table they desire
(e.g., all the other tables are reserved). If the host ever
does switch a table for the guest, the master sheet also
has to be updated. Second, if the guests stay beyond the
residence time, the next party will have to wait for their
table. Another problem that can occur is to have a party
appear for their reservation and state that they have a few
more people to add to the party. This can create a real
headache for the restaurant. The host must calmly talk to
the person in charge of the reservation and assure him or
her that the restaurant will accommodate the party as soon
as it is possible.
Next, the host should make whatever arrangements
are necessary (add an extra seat to a table, put two tables
together, etc.) to seat the guests. This is one of the
situations in which the host has to use his or her good
judgement, tact, and diplomacy to keep everyone happy:
the guests, service staff, and other guests. Easter were
running smoothly until 4 P.m. At that time, the staff began
to get tired (both dining room and kitchen) and the
residence time increased. Some guests had to wait for their
assigned tables. As a solution, the hosts deviated from the
plan, putting guests at tables that they were not assigned.
Guests were being brought to tables that should have
been vacant and were not. The hosts could not keep up
with the changes that were being made. Confusion reigned
for those two hours. Fortunately, they learned from their
mistakes. The restaurant s planning took into account the
fatigue factor of the staff. It increased the residence time
of the guests for later in the day and did not deviate from
the plan. The result of the planning was that just one party
of guests was not seated at its assigned time. When the
Planning Reservations and Blocking Tables 205
guests arrived, an explanation was offered to them,
admitting that it was the restaurant s problem, not theirs.
Taking reservations and blocking requires a lot of
organisation and pre-planning, but it allows the restaurant
to have a table ready for the guest and to avoid
overbooking. Some would say it is too much work to do
all that pre-planning. Some would say, I ll take some
short-cuts and not put the names next to the table. This
can be done if the host is experienced and knows the
room. But it comes only with time and experience. A
person using this system initially should follow the steps
stated above, and the problems of overbooking will be
eliminated.
Many guests will not patronize a restaurant that does
not take reservations. Long waits for a table prompt many
complaints from guests. Restaurants have a relatively new
technique called call-ahead or priority seating. Guests call
the restaurant and have their name added to the seating
list. It holds a waiting spot for the guest for dinner that
day. The guest s name is logged immediately onto the
seating list so that when he or she arrives, the wait will
not be as long. It does not guarantee the guest a table for
a certain time, but a place in line. The guest is waiting
some other place than in the restaurant; therefore, this
system keeps the wait to a minimum.
A major problem that restaurants have in taking
reservations is with guests who do not show up for their
reservations. Restaurants have been trying to solve the
problem of no-shows for many years. There are some
proven methods that work in reducing the number of no-
shows. The first step in preventing no-shows is to properly
train the person who takes reservations. Proper training
means informing the guest of all, policies of the restaurant
pertaining to the reservation. Also, when the guest makes
a reservation, information has to be obtained correctly.
206 Banquet Management and Room Division
Some restaurants request the guest to call them back on
the day of the reservation to confirm the reservation.
The guests are told that if they are unable to be
reached, their reservation will not be honoured unless the [ Pobierz całość w formacie PDF ]
zanotowane.pl doc.pisz.pl pdf.pisz.pl fopke.keep.pl
that was located where the reservations have been taken.
Blocking is accomplished by the way of an organised
process. First, the reservation manager assigns the
reservation to an appropriately-sized table. Finally, an
alphabetised listing of the guests arriving is completed
alongside their expected arrival time and their assigned
table. From the list and a copy of the blocking diagram, it
is easy for the host to know what tables are blocked and
what guests are to be seated at which table. Because the
reservations are set up first by time and then alphabetised,
the host s job becomes easier, as much planning has taken
place before the guest has arrived. The alphabetised
reservation list.
After the reservation manager has blocked the tables,
the guests names are organised on a reservation form.
This system works well if planned and executed properly.
However, there are some problems that can be associated
with this system. First, if the guests do not like the table
204 Banquet Management and Room Division
they have been assigned, the host may have a problem
with the guests. The host has a few options. For example,
the guests table could be switched to another comparable
table. Or an apology could be offered and an explanation
given why the guests cannot have the table they desire
(e.g., all the other tables are reserved). If the host ever
does switch a table for the guest, the master sheet also
has to be updated. Second, if the guests stay beyond the
residence time, the next party will have to wait for their
table. Another problem that can occur is to have a party
appear for their reservation and state that they have a few
more people to add to the party. This can create a real
headache for the restaurant. The host must calmly talk to
the person in charge of the reservation and assure him or
her that the restaurant will accommodate the party as soon
as it is possible.
Next, the host should make whatever arrangements
are necessary (add an extra seat to a table, put two tables
together, etc.) to seat the guests. This is one of the
situations in which the host has to use his or her good
judgement, tact, and diplomacy to keep everyone happy:
the guests, service staff, and other guests. Easter were
running smoothly until 4 P.m. At that time, the staff began
to get tired (both dining room and kitchen) and the
residence time increased. Some guests had to wait for their
assigned tables. As a solution, the hosts deviated from the
plan, putting guests at tables that they were not assigned.
Guests were being brought to tables that should have
been vacant and were not. The hosts could not keep up
with the changes that were being made. Confusion reigned
for those two hours. Fortunately, they learned from their
mistakes. The restaurant s planning took into account the
fatigue factor of the staff. It increased the residence time
of the guests for later in the day and did not deviate from
the plan. The result of the planning was that just one party
of guests was not seated at its assigned time. When the
Planning Reservations and Blocking Tables 205
guests arrived, an explanation was offered to them,
admitting that it was the restaurant s problem, not theirs.
Taking reservations and blocking requires a lot of
organisation and pre-planning, but it allows the restaurant
to have a table ready for the guest and to avoid
overbooking. Some would say it is too much work to do
all that pre-planning. Some would say, I ll take some
short-cuts and not put the names next to the table. This
can be done if the host is experienced and knows the
room. But it comes only with time and experience. A
person using this system initially should follow the steps
stated above, and the problems of overbooking will be
eliminated.
Many guests will not patronize a restaurant that does
not take reservations. Long waits for a table prompt many
complaints from guests. Restaurants have a relatively new
technique called call-ahead or priority seating. Guests call
the restaurant and have their name added to the seating
list. It holds a waiting spot for the guest for dinner that
day. The guest s name is logged immediately onto the
seating list so that when he or she arrives, the wait will
not be as long. It does not guarantee the guest a table for
a certain time, but a place in line. The guest is waiting
some other place than in the restaurant; therefore, this
system keeps the wait to a minimum.
A major problem that restaurants have in taking
reservations is with guests who do not show up for their
reservations. Restaurants have been trying to solve the
problem of no-shows for many years. There are some
proven methods that work in reducing the number of no-
shows. The first step in preventing no-shows is to properly
train the person who takes reservations. Proper training
means informing the guest of all, policies of the restaurant
pertaining to the reservation. Also, when the guest makes
a reservation, information has to be obtained correctly.
206 Banquet Management and Room Division
Some restaurants request the guest to call them back on
the day of the reservation to confirm the reservation.
The guests are told that if they are unable to be
reached, their reservation will not be honoured unless the [ Pobierz całość w formacie PDF ]