What You Will Be Asked
When you ring a restaurant to book a table, these are the things you will generally be asked. Jot them down beforehand and you will not be caught out.
- The date and time (which day of which month, at what time)
- The number of people
- Your name
- Your phone number
- Any preference for a set course or particular dishes (you are not always asked)
Written out like that it looks easy enough, but when it comes to actually placing the call your mind can go blank and you find yourself wondering where to start. It is worse at a restaurant you have never been to, because you have no idea what sort of manner the person answering will have, which makes you tenser still. Rest assured, though: the staff are professionals who take dozens of booking calls every day. Even if you stumble a little, they will guide you through it. What matters is writing the five pieces of information above on a note in advance. With the note in front of you, all you have to do is answer the questions in the order they come, and the booking is done.
Getting Ready Before You Call
Preparing the following before you dial makes everything go smoothly.
- Have two or three possible dates and times ready: that way you can offer an alternative immediately if your first choice is taken. Being able to say "if the 15th is no good, the 16th would also be fine" is a help to the restaurant as well
- Check the restaurant's phone number: it is listed on restaurant guide sites such as Tabelog and Hot Pepper, or on the restaurant's official website. Most often it is a landline number, though these days some places use a mobile number
- Check the opening hours: some restaurants are in the middle of prep between lunch and dinner (roughly 2 pm to 5 pm) and cannot pick up the phone. Avoid the moments just after opening and just before closing too, as those are busy. The best time to call is 30 minutes to an hour before opening
- Call from somewhere quiet: on a station platform or a busy street, neither of you can hear the other properly. Choosing a quiet spot is an important part of basic phone etiquette
Booking a Restaurant - Lines You Can Use Word for Word
Placing the Call
"Sumimasen, yoyaku o onegai shitai no desu ga" (Excuse me, I would like to make a reservation).
That is your opening line. Get that much out and the staff will take over with questions - "which date?", "how many people?" - and all you have to do is answer them.
Giving the Date and Time
"[Month] [day] no [time] kara onegai shitai no desu ga, aite imasu ka?" (I would like to book from [time] on [date] - do you have space?)
Saying the day of the week as well reduces the chance of a mix-up. Put it as, for example, "from 7 pm on Saturday 15 March".
Giving the Number of People
"[Number] mei de onegai shimasu" (For [number] people, please).
If the number might change, it is considerate to mention it: "we are planning on four, but it could possibly become five".
Giving Your Name and Phone Number
"Namae wa [name] desu. Denwa bangou wa 090-XXXX-XXXX desu" (My name is [name]. My phone number is 090-XXXX-XXXX).
If your name is hard to read, adding an explanation of the characters makes it certain - the Japanese equivalent is spelling out which kanji you mean, as in "Tanaka, written with the character for rice field and the character for middle". Give your phone number slowly, breaking it into groups of digits.
Confirming
"[Time] on [date], [number] people, under the name [name] - yes, that is right. Thank you very much."
The staff will usually read the details back to you, so check that everything matches. If something is wrong, correcting it at this point is all it takes.
Ending the Call
"Yoroshiku onegai shimasu. Shitsurei shimasu" (Thank you in advance. Goodbye).
When you hang up, etiquette says to wait a moment for the other person to put the phone down first. Learning this as part of basic phone etiquette is useful in situations well beyond bookings. Cutting the call off abruptly can leave a poor impression.
Booking a Hair Salon
At a hair salon you will also be asked which service you want (a cut, a colour and so on) and whether you have a preferred stylist.
"Katto no yoyaku o onegai shitai no desu ga" (I would like to book a cut).
"Tantou wa [name] san de onegai dekimasu ka?" (Could I have [name] as my stylist?) If it is your first visit, "toku ni kibou wa arimasen" - no particular preference - is perfectly fine.
Because the time a salon appointment takes depends on what is being done, saying which services you want up front - "I would like a cut and a colour" - makes it easier for the salon to set aside the right slot. At a salon you have not been to before, adding "hajimete na no desu ga" (this is my first visit) means they will allow time for a consultation as well.
Changing or Cancelling a Booking
Changing
"This is [name], I have a booking on [date] - I would like to change the date and time."
For a change, too, having two or three alternative dates and times ready keeps things moving.
Cancelling
"This is [name], I have a booking on [date] - I am very sorry, but I would like to cancel it."
Get in touch as early as you can. Cancelling on the day may incur a cancellation fee. That applies especially when you have booked a set course, or during busy periods such as the year-end party season, when some places charge a cancellation fee from two or three days beforehand. Never simply fail to turn up without a word (a no-show). Not only does it cause the restaurant a substantial loss, it also makes it awkward for you to go back there in future.
Booking by Phone vs Booking Online
More and more places now take bookings online. If you are not comfortable on the phone, make use of online booking. That said, a phone call is necessary in the following cases.
- Restaurants that do not offer online booking
- When you have a special request (an allergy to accommodate, a preference for a particular table and so on)
- Bookings for a large group
- Same-day bookings (online booking often closes the day before)
Online booking is convenient, but it is not well suited to conveying the finer points. Requests such as "we would like a table by the window", "please could you prepare a birthday cake" or "I use a wheelchair, so I would like to check about step-free access" are far more reliably handled by telling someone directly on the phone.
If Booking by Phone Makes You Anxious
If you find yourself thinking "I am no good on the phone" or "I get so nervous my voice shakes", you may have a tendency towards phone anxiety. Our guide for people who are frightened of the phone is worth a look. In fact, the number of people who feel uneasy about phone calls is growing, particularly among younger generations. Booking calls, though, follow an almost fixed pattern of conversation, so once you have done it once you will find yourself thinking how easy it was.
If you are still anxious, one approach is to ask a family member or a friend to practise with you at first. Writing your lines on a note and reading them out two or three times is enough to take a good deal of the nerves out of the real thing. Taking bookings is the staff's job, so they will not be put out by your nerves. Summon up the courage and make the call.
Common Mistakes on Booking Calls, and What to Do
Here are the mistakes people typically make on a booking call, along with how to handle them.
- You got the name of the place wrong: an honest "sumimasen, machigaemashita" (sorry, I have made a mistake) is all it takes. It is an easy slip to make with chains that have several branches
- Your preferred date and time was taken: ask "do you have space at any other date or time?" and the staff will suggest some options
- You misspoke your phone number: saying "sorry, let me correct that number" causes no problem at all. If you reach voicemail, leave your name, the date and time, the number of people and your phone number in the message. Our guide to setting up voicemail may also help
- You are not sure the booking went through: some places send a confirmation SMS or email once the booking is complete. If nothing arrives, a confirmation call the day before will put your mind at rest
Summary
Booking by phone is simply a matter of conveying the date and time, the number of people, your name and your phone number. Prepare a note, decide on your lines, and there is nothing to be nervous about. Get out the opening line - "I would like to make a reservation" - and the staff will lead you through the rest. Even if the phone is not your strong point, one attempt should be enough to leave you thinking it was easier than you expected.