Host & Reservation Scripts Library

Purpose

This compact script library helps hosts and reservationists reduce uncertainty at the front door by using short, natural, guest-centered language for common scenarios: greetings, reservations, waitlists, delays, party-size issues, ADA requests, upsells for high-demand nights, and basic problem-handling. Use these scripts as a baseline—adapt wording to fit your brand voice, local phrasing, and operational realities.

How to use these scripts

• Keep scripts short and conversational. Memorize the key phrases, not the whole paragraph.
• Use placeholders where helpful: {GuestName}, {PartySize}, {WaitTime}, {ReservationTime}, {SpecialItem}.
• Train by roleplay: practice common variations and polite recovery language.
• Allow small, personal touches (comment on weather, compliment, thank them) but keep the core messaging consistent to reduce mistakes and lost covers.

Greeting — Walk-in

Goal: warm, efficient welcome that captures party size and intent.

Script: “Hi — welcome to {RestaurantName}. Table for how many?”

If already reserved: “Great to see you, {GuestName}. Your table will be ready in about {WaitTime}. Can I take a phone number while you wait?”

Phone Reservation — New Booking

Goal: confirm details clearly and set expectations.

Script: “Thanks for calling {RestaurantName}. May I have a name for the reservation? What time and how many in your party? Any seating preference or special occasion we should note?”

Confirm: “Okay, {GuestName}, I’ve got {PartySize} at {ReservationTime}. We’ll hold the table for 15 minutes after your reservation time — does that work?”

Reservation Confirmation (SMS / Email)

Goal: short message to reduce no-shows and reduce confusion.

“Thanks, {GuestName}. Your reservation at {RestaurantName} is confirmed for {ReservationTime} on {Date} for {PartySize}. Reply ‘C’ to cancel. We look forward to seeing you!”

Waitlist — Add & Update

Goal: set realistic expectations and capture contact info.

Add: “We’re about {WaitTime}. Can I get a phone number or send you a text when your table is ready?”

Update/Text: “Hi {GuestName} — your table at {RestaurantName} is ready. Please come to the host stand.”

Delay / Longer Wait

Goal: acknowledge, explain briefly, offer options (bar seating, drink, walk-away). Be proactive.

Script: “Thank you for waiting — I’m sorry, we’re currently running about {ExtraWait}. I can put you at the bar, or if you prefer I can text you when a table opens. Which would you prefer?”

Party Size Issues (Walk-in larger than capacity)

Goal: handle politely, offer alternatives and future options.

Script: “We’d love to host your group. Right now we can’t seat {PartySize} together immediately, but we have options: we can seat part of you now and the rest when tables open, or we can take a reservation for {NextAvailableTime}. Which would you prefer?”

ADA & Accommodation Phrasing

Goal: respectful, straightforward accommodation requests while avoiding unauthorized commitments.

Script: “We’re committed to making your visit comfortable. Can you tell me what accommodation you need? I’ll check the best available seating and confirm how we can help.”

Upsell Language — High-Demand Nights / Specials

Goal: suggest higher-value options naturally and without pressure.

Script: “Tonight we have a limited chef’s special — {SpecialItem}. If you’d like, I can request a table near the window or a quieter section. Would you like to hear about the special?”

Use sparingly and always framed as helpful information, not a mandatory extra.

No-Show & Late Arrival Handling

Script (on late arrival): “We held your reservation for 15 minutes. I can still try to find a table — would you like us to hold any seats at the bar while you arrive?”

Script (if no-show and guest calls): “I’m sorry we missed you. I can put you on the next available list or reschedule for a time that works for you.”

Basic Problem / Complaint at Door

Goal: de-escalate, show ownership, and offer a clear next step.

Script: “I’m sorry you had that experience. Thank you for telling us — may I get a few details so I can help fix this now, or would you prefer a manager to speak with you?”

Then follow with commitment: “I’ll take care of this and follow up with you. May I get your name and the best way to reach you?”

Quick Phrases Cheat Sheet

• “Welcome — we’re glad you’re here.”
• “Thanks for your patience.”
• “I’ll check on that right now.”
• “I’m sorry about that — let me help.”
• “Can I get your phone number to text you when it’s ready?”

Training & Adaptation Notes

Practice three things in every shift: a friendly greeting, a clear wait explanation, and one offer that improves the guest experience (water, menu, bar seating, or a brief choice). Record short roleplay videos or do two-minute huddles to keep language fresh. Track a simple metric for consistency: percent of shifts where hosts use the standard greeting and capture contact info for waitlist entries.

Customization Checklist for Your Location

1. Adjust placeholders and time limits to match your policy (e.g., hold time, waitlist method).
2. Decide whether to require confirmation details (phone number, credit card for large-party no-shows).
3. Define upsell rules and which hosts can offer them.
4. Train hosts on ADA wording and escalation paths to management.
5. Run weekly 5-minute roleplays and collect feedback from hosts about what guests ask most.

When to Escalate to a Manager

• Guest is upset and requests compensation.
• Complex accommodation that requires rearranging seating or staff.
• Inconsistent reservation records or repeated overbooking.
• Potential safety or accessibility concern.

Next Steps (for domain owners)

Consider making a short interactive checklist or quick training module so new hosts can practice and save progress. Collect host feedback on which scripts work and which need local language changes. If your organization runs many locations, create a localizable script template that each site can adapt while preserving the core phrases that protect guest experience and conversions.