What to say to guests about their booking

Taking a booking

• "Lovely, that is a table for four on Saturday at seven. Can I take a name and mobile number?"
• "Any allergies or anything special we should know about?"
• "You are all set. Your reference is on the email. If anything changes, please ring us."

We are full

• "I am sorry, we are full at seven. I could do half past six or nine o'clock. Would either of those work?"
• "I can put you on our waitlist. If a table comes free, we will let you know." (Only if your venue has the waitlist.)

A guest is running late

• "Thanks for letting us know. We will keep your table for a little while. How long do you think you will be?"
• "If you are going to be much later, please ring us again so we can look at the table."

Check your venue's own rule on how long you hold a table.

Changing or cancelling

• "No problem, I can move that for you. What time would you like instead?"
• "Thanks for telling us. I have cancelled it for you. You will get an email to say so."
• If a deposit was paid: "I will pass this to the manager, who will look at the deposit and come back to you." Do not promise a refund yourself.

Deposits, allergies and pre-orders

• "For larger parties we ask for a deposit, which comes off your bill on the night."
• "Thank you for telling us about the allergy. I have put it on your booking so the kitchen can see it."
• "There is a pre-order link in your confirmation. If you want, we can fill it in together now."

When you do not know

It is fine to say, "I will check and call you back." Take their name and number and leave a note for a manager. A quick honest answer beats a wrong one.

Watch the video

Prefer to see it done? Watch Taking a phone booking on our video guides page. You may also like taking a phone booking and late or changed bookings. Plans and prices are on the pricing page.