Posted by On The Spot on February 09, 1998 at 03:53:27:
In Reply to: Customer has a reservation; table isn't ready posted by Janice Matsumoto on August 20, 1997 at 18:28:34:
: Hi! I'm working on an article for a restaurant magazine and need to talk
: with a number of restaurant managers about their reservation
: policy.
: Specifically, what do you do when your customers with reservations
: arrive on time---but the table isn't ready yet. Do you give them
: complimentary drinks? Suggest they wait at the bar? Tell them it won't be
: much longer? Shoo away the party occupying the table?
: What do you do?
: First check out the situation. Do not let on that you are not ready for them, try to buy some time.
1. Ask them if their party is complete.
2. If not, tell them to let you know when at least half of their party is present so you can seat them. (put it back on them without them knowing it) But be sincere about it.
3. If they are all present or demand to be seated, then all you can do is to be honest with them, tell them that the party ahead of them has taken much longer than expected and assure them that they will