Top tables
Pub owners give tips on customer service. This month we ask what should be done if a large group of customers turns up, but no record of their booking can be found
Jonathan Dunne Owner, Albert Arms, Esher, Surrey
This often happens in reverse: a customer makes a booking for a large party that fails to turn up. Now we email the customer with their booking details. If they fail to confirm by email and provide credit card details, that booking is unconfirmed. People turn up or cancel in advance if they think they may be charged. But I don't think we've taken money from a customer for a no-show. Usually there isn't a problem as long as we can re-book the table.
Top tips
1 Have a system that prevents this happening. If a customer still turns up claiming they have booked, but no record exists, they probably made an initial enquiry, but didn't confirm.
2 Whoever is at fault, we would still do our best to resit tables and accommodate the party as quickly as possible.
3 To keep them busy, we would probably provide them with a complimentary bottle of wine or Champagne.
Simon Howard Licensee, Bay Horse, Great Broughton, nr Middlesbrough, North Yorkshire
This scenario happens to us quite frequently because there is another pub of the same name in the area. Customers book at the other Bay Horse, but get confused and come here.
Top tips
1 Have the correct systems in place to cope with this issue.
We insist that parties of 10 or more pre-order, to ensure that the flow of service is good. We contact the customer before the day of the booking. If we don't have a pre-order form, it is unlikely that a booking was made originally.
2 Apologise for the misunderstanding. We would immediately phone the other Bay Horse to see whether the customer had booked there instead. We would also check similar dates in our diary to see whether the booking had been entered incorrectly.
3 Try to accommodate the party as quickly as possible, for example in the lounge area.
Eamon Fullalove Owner/chef, Star and Dove, Totterdown, Bristol
We would never turn anyone away. The key is to improvise: if the restaurant is full, lay up tables in the bar. Our premises are huge, so we are usually able to find somewhere to accommodate large groups.
Top tips
1 For large parties, take a
per-head deposit. If we haven't received deposits from the party, that means they haven't confirmed the booking. This practice also protects us in the case of no-shows. We take £10 per head, and if people don't turn up, or book a table for 20 and only five turn up, we will retain the deposits to cover the cost of the food that we may have to waste.
2 If the restaurant is full, be prepared to make up a table in the bar area with a cloth and some candles.
3 Put a couple of bottles on the table and start serving the party as soon as possible. Never turn people away.
