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Manuale del Cliente – LA PRENOTAZIONE

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Iniziamo con il prepararci al gioco, o se per voi è meglio, al viaggio.
Ecco, immaginate che andare al ristorante sia come organizzare un viaggio. D’altronde si parla sempre più di esperienza culinaria, di un viaggio nei sapori, e allora ragioniamo come se dovessimo prepararci a questa piccola o grande avventura.

Di solito il viaggio è un pretesto per passare il tempo insieme a una o più persone. Un viaggio di coppia tra innamorati, un viaggio tra amici, una rimpatriata magari, o semplicemente un percorso obbligato dal lavoro, dalla routine quotidiana.
La mèta a volte è lo scopo del viaggio (come per chi decide di andare a scoprire la cucina di un ristorante stellato), oppure solo il pretesto per muoversi con o verso qualcuno.
Qualunque sia lo scopo del vostro viaggio, presumo che voi siate portati a decidere prima chi verrà con voi, quanti sarete, dove dormirete, quanto resterete, cosa vi serve e sperate di trovare.
Per essere certi di non avere problemi cosa fate quindi?
Se il viaggio prevede uno spostamento in aereo o in treno dovrete sapere quanti siete, per poter comprare i biglietti, prenotare il volo e, non meno scontato, ARRIVARE PUNTUALI alla partenza! Perchè sapete bene che se non arrivate all’orario previsto rischiate di rimanere a casa.
Ma magari il viaggio è in macchina allora vi preoccuperete solo di stabilire quanti posti ci sono in vettura e se bastano per voi e i passeggeri.
E l’albergo? Quello lo avrete prenotato ancor prima del viaggio, altrimenti non avrebbe senso arrivare e non avere da dormire.
Albergo, B&B, Airbnb che sia poco cambia. In ogni caso non solo lo avrete prenotato prima ma lo avrete anche pagato prima. E senza alcuna rimostranza. Per voi questo è normale. Così come sapete che se dovrete disdire la prenotazione potete rischiare di perdere parte del vostro pagamento.

Ci sono bambini? Bambini molto piccoli con voi? Dei neonati? Allora certamente avrete avvisato per sapere se ci sono dei lettini e anche uno spazio per poter cambiare il piccolo, o al limite vi organizzerete certamente con tutto il necessario per poter provvedere da voi.
Anche dei cani? Ma che bella famiglia allargata che siete! No, seriamente, a chi non piacciono gli animali? Pensate di lasciarlo a casa da solo? Speriamo vivamente di no!
Esistono moltissimi alberghi, ma soprattutto realtà come B&B e agriturismi che hanno ampi spazi appositi per i nostri amici a 4 zampe e certamente vi siete informate anche per loro.
Mica vorrete arrivare a destinazione e scoprire che non potete far stare Fuffy con voi?

Bene.
Ora, magari il vostro viaggio dura 20 minuti in macchina in realtà, o 15 minuti a piedi per andare al ristorante in centro a pochi isolati da casa vostra.
Tutte le attenzioni, semplici, scontate e a volte banali che abbiamo descritto sopra sono le stesse che dovreste avere quando andate in un ristorante.
Anche per un semplice pranzo di lavoro. Di quelli che durano 40, massimo 45 minuti.

Con dei distinguo a vostro favore però!
Innanzitutto non vi viene richiesto di pagare in anticipo. Se lo trovate scontato pensate a quanti servizi e acquisti online fate e quanto di quello che oggigiorno comprate lo pagate prima di averlo.
Tutte le vostre richieste e necessità potete esporle con una semplice telefonata e, aspetto non irrilevante, non troverete un call center a ricevere le vostre richieste, o una serie di messaggi automatici, ma un addetto ai lavori interno all’azienda. Addirittura potrebbe rispondervi il proprietario in persona!

Questa telefonata non è molto differente da una chiamata di urgenza fatta al 113 o 118. Sapete no, quando dall’altra parte trovate un centralinista pronto a chiedervi esattamente i dati strettamente necessari?
Se dall’altra parte troverete personale preparato (e generalmente è così), vi dirà innanzitutto se il ristorante è disponibile per la data da voi richiesta dopodiché seguiranno le classiche 3 domande:
1) quanti siete?
2) per che ora?
3) può lasciarmi un recapito telefonico?
Dietro queste 3 semplici domande si possono però nascondere dei corollari al teorema, degli emendamenti alla legge. Vediamo passo passo quali sono:

QUANTI SIETE?
A questa domanda bisogna rispondere senza se e senza ma, con il numero totale, la somma definitiva di tutti coloro che siederanno al tavolo per mangiare. In questa addizione rientrano i bambini di qualsiasi età, mentre solitamente sono esterni gli amici a quattro zampe. Anche quelli che qualcuno è abituato a far accomodare sulla sedia per condividere il tavolo tra i commensali.
Si, sappiate che capita.
Se per voi Fuffi è uno della famiglia e vorreste tanto che come d’abitudine si sieda al tavolo con voi, fatelo presente a chi è dall’altra parte del telefono. Magari vi dice di si. Magari…
Così come fate presente se ci sono bambini che necessitano di un seggiolone o anche solo di un cuscino.
Piccola postilla. A noi piace farvi stare bene e per farlo vorremmo essere messi nelle migliori condizioni per farlo. Ho visto ristoratori andare a comprare un seggiolone in più alle 18 perché quella sera i 3 che avevano erano già prenotati e un tavolo che aveva chiamato ne necessitava.
Non saranno tutti così propensi, ma certamente arrivare e pretendere all’ultimo non migliorerà la situazione.
Ricapitolando: 4 adulti più 2 bambini e 1 cane, fa 6 persone al tavolo.
Ovviamente il cane non va omesso. La legge vieta di non far entrare cani che siano regolarmente accompagnati al guinzaglio e ove sia richiesto con la museruola.
Ma immaginate che prima di voi abbiano prenotato altri clienti con altrettanti cani. Noi non abbiamo di certo interesse a negare l’ingresso a nessuno, ma sappiamo di essere responsabili per la quiete e il clima disteso che i commensali auspicano di trovare in un ristorante. Clima che con troppi cani in un’unica sala difficilmente sarà possibile gestire, motivo per cui è sempre meglio informare il ristorante per far si che tutti, voi compresi possiate gustare il vostro viag…pasto nel migliore dei modi.
Ovviamente nel numero, andrebbe specificato anche se alcuni hanno particolare allergie, intolleranze o comunque richieste particolari, ma di questo parleremo in un altro capitolo.

A CHE ORA?
Si lo so. Voi penserete: “C’è bisogno di dedicare un punto all’ora??”
Signori e signore miei, voi non immaginate di quanti piccole e grandi varianti è composto questo lavoro così semplice ma complesso.
Il tutto è molto semplice se il ristorante apre alle 20 e voi dite di arrivare alle 20.30.
Vi è mai capitato invece di prenotare di sabato sera alle 21.15? Magari perché prima con i vostri amici intendevate fare un aperitivo lungo e poi spostarvi?
E magari dall’altra parte vi hanno “inspiegabilmente” proposto un tavolo alle 22?
C’è un motivo. La ragione è che presentarsi nel bel mezzo di un cambio turno rischia spesso di vanificare la vostra premura organizzativa. Un ristorante capace di organizzare la turnazione dei propri tavoli cercherà sempre di distanziare un primo e un secondo turno di almeno 1 ora e mezza. Il vostro tavolo, per la vostra comitiva di 5 (che forse diventano 8 ma che lo sapete a metà serata) viene occupato alle 20.30 da una famiglia che certamente non resterà a lungo, ma si presume che almeno per un’ora occuperanno il tavolo.
Descrivere in un libro queste piccole variabili può forse annoiare o far risultare estremo il comportamento assunto da molti di noi in svariate situazioni, quasi a volerci a volte giustificare, ma sappiate che non è così.
Anche nella trattoria più scanzonata, quando vi viene posta un’alternativa alla vostra scelta iniziale, sappiate che 9 volte su 10 è nel vostro interesse.
Ovvio che nel vostro interesse rientri anche il far lavorare bene chi vi sta servendo.
Mentre 1 volta su 10 avete sbagliato ristorante e/o chi lo gestisce ad aprirlo probabilmente.
In ultimo però possiamo dirvi che se queste piccole o grandi complicazioni vi sembrano eccessive riportiamo un’utile regola generale che vi permetterà sempre, e ribadiamo a lettere grandi SEMPRE, di avere quello che volete alle condizioni che preferite: LUSSO.
Quando entrate in un ristorante stellato o comunque dove il coperto e una bottiglia d’acqua costa come pizza + birra + dolce + partita di campionato sottocasa, quello che pagate, oltre il servizio, la materia prima o la famosa “lochescion”, sono anche fattori di perdita, per esempio, come quello di essere un ristorante che non fa doppio turno.
Capite bene che non far “girare” due volte un tavolo e incassare così il doppio ha un costo, un costo che si traduce in lusso. Chi vuole può pagarlo. Chi non lo vuole o non può permetterselo invece può gratuitamente continuare a seguire questo manuale.

IL RECAPITO TELEFONICO
Partiamo da un presupposto. Prima di parlare dei NO SHOW (coloro che prenotano e poi non si presentano) ci teniamo a spiegare l’origine propositiva e non sospettosa di questa prassi.
Un ristorante può avere un guasto alla cappa di sabato sera, scoprire nel pomeriggio che la corrente è saltata e che magari parte dei prodotti e delle preparazioni sono da buttare. Di imprevisti ne succedono probabilmente più di quanti ne pensiate.
Molti di questi non portano il locale a stare chiuso ma possono creare un disservizio. Avere il numero di chi ha prenotato permette al ristoratore di poterlo innanzitutto informare di eventuali disguidi al servizio per lasciare la libertà di scegliere se mantenere quella prenotazione o disdirla.
A questi casi ne subentra un altro ben più grave che è appunto il fenomeno dei NO SHOW. Poco male per quei tavoli da 2 che di sabato prenotano in più ristoranti per poi decidere quale premiare e a quali dare buca. Un tavolo da due si rimpiazza facile nel fine settimana.
Sappiate che capita spesso in molte realtà italiane.
Ben più grave è quando si prenota e si bloccano anche 20 coperti per la sera di capodanno e poi si da forfait. Casi simili accadono quasi ogni anno e sono il motivo per cui per determinati eventi e festività il ristoratore chiede una caparra di anticipo.
Qui purtroppo subentra un rapporto di sfiducia che non fa bene a entrambe le parti e rischia di compromettere la vittoria del gioco per tutti.
In 15 anni di attività del settore e altrettanti capodanni, natali e pasque vi posso assicurare che dove ho avuto modo di lavorare in ristoranti con il menù fisso, preparato apposta per questi eventi, dove si era certi del numero di prenotati, coperti e quindi di incasso, la matematica era sempre portata a spendere quel qualcosa in più per far stare bene i commensali.
Queste festività sono spesso infatti un’occasione per la cucina di lavorare con prodotti di qualità maggiore e adoperarsi in preparazioni più ricercate.
Sapere di avere un budget certo e non a rischio non fa solo il gioco di chi lavora e guadagnerà da quelle serate ma anche di chi siederà al tavolo per trascorrere una serata di festa.

Ora che abbiamo spiegato le noiose regole di ingaggio, possiamo finalmente entrare nel vivo del gioco.

783 Commenti

  1. Complimenti Marco Sempre importanti riflessioni per il mondo della tavola , questo articolo, secondo me, andrebbe largamente diffuso

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  2. Marco, leggere ciò che scrivi è sempre un estremo piacere! Ho avuto il piacere di dirtelo di persona, continua così! Che spettacolo!!!!

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