Guest without reservations

Guest without reservations

To ensure that all staff follow the correct standard when dealing with a guest without reservation.

If a table is available seat the guests immediately

1. If there are no tables available, direct to the nearest bar, again noting the reservation and let the guest Know how long the wait will be –this will avoid queuing at the front podium.

2. If the guest needs to wait a short while escort them to the bar. Remember to go back and get the guest as soon as a table is ready.

3. Should the table not be ready at the time that you told the guest go back immediately and advise them of the delay.

Guests will sometimes arrive without a reservation, saying that they booked previously

1. In these cases, check the number of guest s and whether they want a smoking or non-smoking area .If you have a table available, lead them to it.

2. If you do not have the table that is being set up, direct them to the bar, and let them know how long they will need to wait.

3. Give the guest the benefit of the doubt and apologise for any inconvenience. Reassure the guest that they will be accommodated.

4. Depending on the circumstances offer a complimentary drink.

5. Worse case scenario- if no table is free inform the Restaurant Manager who will make alternative arrangements.

6. Should a table not be available or the guest has to wait for a long period of time. The restaurant manager should offer the guest to check if he would like another restaurant, if so the manager must make the booking and escort the guest to the following restaurant.