Little Black Book: The Art of the Reservation

BY KEN ALAN

For the professional concierge, making reservations is a true art form. My rules of thumb: Know the best times to make the call (2:30 p.m. to 3:30 p.m. during the week); know when not to (steer clear of the 4 p.m. team meeting and the 6 p.m. to 8 p.m. dinner rush); know which gatekeepers to forge relationships with; and have an understanding of how the all-important cancellation list can work in your favor.

Here’s a peek inside my own Little Black Book (actually, it’s a little Blackberry) for my best contacts.

Amis
Telephones: Answered from 11 a.m. to 5 p.m. daily
Contacts: Lindsey, who often picks up the phone, is establishing herself as one of the city’s most influential gatekeepers. Greg answers often, as does Ben (GM).
Cancellation List: Yes
Online Resource: opentable.com
Reservations: Taken one month to the day
Tip: I suggest calling before trying to book online. Amis sets aside tables you won’t be able to land via OpenTable.

James
Telephones: Answered from noon to 10 p.m. weekdays; noon till 11 p.m. on weekends (closed Mondays)
Contact: The James crew is helpful, especially Kelly, a manager who is well versed in the reservation book.
Cancellation List: Yes
Online Resource: opentable.com
Reservations: Accepted three weeks in advance
Tip: Last-minute cancellations occur on weekends. Walk-ins may luck out with a prime-time table.

Chops (Center City location)
Telephones: Answered from 9 a.m. to midnight Monday through Friday, and 2 p.m. to midnight Saturday and Sunday
Contacts: Alex, the managing partner, is The Man at Chops. Karen (event coordinator) is very helpful, too.
Cancellation List: No
Online Resource: opentable.com
Reservations: Accepted anytime in advance
Tip: Try calling between 2 p.m. and 5 p.m. during the week, a slower period at Chops.

Lacroix at the Rittenhouse
Telephones: Always answered, even by the front desk during overnight hours
Contacts: Four hosts and several managers; Jill (weekday host) is a wonderful resource.
Cancellation List: Yes
Online Resource: opentable.com
Reservations: Accepted one year in advance
Tip: Lacroix makes confirmation calls 48 hours prior to a booking, so try phoning Thursday afternoon if you’re suddenly thinking about dinner there on Saturday night.

Amada
Telephones: Answered every day from 10:30 a.m. to 10 p.m.
Contacts: Ashley is a favorite go-to person of mine; also Emily during the weekday shift and Gina at various evening shifts. A slew of managers and hosts are constantly staffing the phones.
Cancellation List: Yes
Online Resource: opentable.com
Reservations: Accepted two years in advance
Tip: Lunchtime (believe it or not) is actually a good time to call; the restaurant dedicates a staffer to grab phone lines during the 11:30 a.m. to 3:30 p.m. time period.

10 Arts
Telephones: Answered from 6:30 a.m. to 4 p.m. on Monday, from 6:30 a.m. to 10 p.m. Tuesday through Friday, 7 a.m. to 10 p.m. Saturday, and 7 a.m. to noon Sunday
Contacts: Elizabeth, a weekday hostess, is a charming representative for 10 Arts. All other hosts and managers seem to get real joy from assisting callers, too.
Cancellation List: No
Online Resource: opentable.com
Reservations: Accepted two months in advance
Tip: For human contact, don’t call too early, too late, or during lunch/dinner — you’ll probably get transferred to a voice mailbox.

Buddakan
Telephones: Answered weekdays from 10 a.m. to 10 p.m., noon to 11 p.m. on Saturday, and noon to 9 p.m. Sunday
Contacts: Alexis and Dina Marie both work Monday through Friday daytime shifts; they’re two of the most notable gatekeepers in Philly.
Cancellation List: Yes
Online Resource: opentable.com
Reservations: Accepted two months in advance
Tip: Be nice to this crew and they will be your best advocate for that hard-to-get table.

Blackfish
Contact: Michael (GM) answers often.
Cancellation List: Yes
Online Resource: opentable.com
Reservations: Accepted two weeks in advance; three weeks out for larger parties
Tip: Note those maximum reservation times above, and heed them — this one can be a tough weekend table to land.

Blackbird
Telephones: Answered Tuesday through Saturday from 11:30 a.m. to 9 p.m. and 4 p.m. to 9 p.m. Sunday (closed Monday)
Contacts: Owner Alex Capasso holds the reins.
Cancellation List: Yes
Online Resource: blackbirdnj.com
Reservations: Accepted six months in advance
Tip: When the place is booked, I occasionally get lucky by going through the Blackbird website with my reservation.

R2L
Telephones: Answered weekdays from 10:30 a.m. to 10 p.m.; noon to 10 p.m. on Saturdays (closed Sunday)
Contacts: Lila is the ever-friendly reservations manager. Alison, her coworker, is also helpful, as is the rest of the staff.
Cancellation List: Yes
Online Resource: opentable.com
Reservations: Accepted one month in advance
Tip: If fully booked, try dining in the lounge. The full menu is served there, and the views are as tasty as the food.

Savona
Telephones: Answered from 9 a.m. to 10 p.m. weekdays and 2 p.m. to 10 p.m. on weekends
Contacts: Whitney works 9 a.m. to 5 p.m. during the week; Libby also answers the phones often. Both are super sweet.
Cancellation List: Yes
Online Resource: opentable.com
Tip: When the weather’s nice and if the restaurant is booked inside, ask for an outdoor patio table. It’s a pleasant area and there’s usually less of a wait.

Nectar
Telephones:Answered 9 a.m. to 11 p.m. during the week and on Saturdays and noon till 9 p.m. on Sundays
Contact: Henry is a long-running resource at this popular eatery.
Cancellation List: Yes
Online Resource: opentable.com
Reservations: Can be made anytime
Tip: Ask if owner Scott Morrison and say hello. No one is as consummate a host as he.

Ken Alan is Vice President of Concierge Services for BPG Properties, and he is a founding member of the Philadelphia Concierge Association. His motto is: Nothing is Impossible. Impossible simply takes a few more phone calls.