Booking by phone is still a very common practice for making restaurant reservations. While it is easy to pick up a phone to reserve a table, most restaurants are not open 24/7 to accommodate these calls.

With online reservation systems, restaurant and hospitality operators can accept reservations beyond business hours and even around the clock. This gives guests the freedom to book their restaurant anytime at their own convenience.

The pros of online booking

One of the strongest advantages of using online reservations is that they can be made at any time of the day. Apart from being convenient for guests, restaurants can collect guest information in the restaurant management platform and build their own guest data, so they could be better prepared when guests arrive at their restaurant.

Online reservations are also a great way to minimize the time and effort spent on reservation management as they save staff time communicating with guests directly.

Moreover, reservation errors, such as mishearing or being unable to pick up a call on time, can be prevented with the use of online reservations. This helps reduce the risk of customer related-issues on a greater scale. 

Is the online reservation method right for you?

For restaurants with a small number of employees, it's advisable to use an online reservation platform. It can help reduce the amount of admin time spent on taking reservations and staff can focus more on building a direct relationship with guests.

For dining establishments that are only open late at night or on holidays such as bars and pubs, online reservations can contribute to a better guest experience and convenience, since customers will no longer need to wait until business hours to make a table reservation.

Telephone reservations are still important

If the main customer base of the restaurant is unfamiliar with online reservations, such as those without a smartphone, computer, or internet connection, phone-call reservations should be the main method for booking. For example, many elderly customers who are in their 70s or above still prefer to make phone-call reservations.

Through phone calls, staff can provide an immediate response, such as giving guests directions to the restaurant or informing them of sudden changes to a reservation. This allows restaurants to be more accommodating and flexible to guests.

Find the most effective method for your business

For restaurants that want to target a wider range of audiences, it is recommended to take both online and phone call reservations. Younger customers are less inclined to make phone calls while seniors are not fully accustomed to using online platforms.

However, it is important to note that the reservation market has been growing rapidly in recent years, and the number of customers making online reservations is increasing. Restaurants that want to optimize their business in the future should consider onboarding an online platform that can cater to this market demand coupled with a phone booking system that can also accept calls beyond business hours.

The TableCheck restaurant booking and guest platform has an automated 24/7 IVR booking system (interactive voice response system) that allows guests to make reservations during peak or closed hours so that restaurants never miss a booking.

It also has a guest recognition feature that allows staff to view guest profiles as they pick up the call. From the guest's last visit, spending history, allergies, and other rich data, these profiles can help restaurant staff understand their guests and provide a high level of service and exceptional experience to guests.

READ MORE: Everything you need to know to find the best restaurant booking platform for your business