Host & Reservation Scripts Library (common scenarios)

Welcome

This library gives hosts and reservationists clear, friendly language and decision guidance for the situations you face every shift. Use the scripts as a baseline — adapt small wording to match your voice and the restaurant's style, but keep the intent and the decision points consistent. Each scenario includes tone guidance, sample phrases, recommended actions, timing thresholds, and when to involve a manager.

Tone & Delivery

Front-door staff set the mood. Aim for:

• Warmth: Smile in your voice; make guests feel welcome.
• Clarity: Give precise information (wait time, seating options, confirmation steps).
• Confidence: Offer solutions and next steps rather than uncertainty.
• Empathy: Acknowledge frustration and offer alternatives when needed.

Key Phrases to Keep Handy

• "Welcome — we’re so glad you’re here."
• "Our current wait is about X minutes; we’ll text you when the table’s ready."
• "Would you prefer indoor or outdoor seating? We can do a booth or a table near the window."
• "I’m very sorry; here’s what I can offer right now..."
• "Let me check with a manager and I’ll be right back with an option."

Scenarios & Scripts

1) Overbooking — greeting arriving guest when no table is ready

Goal: Acknowledge, apologize, offer options, and preserve the guest’s goodwill.

Script:

"Hi — welcome to [Restaurant]. I’m so glad you could join us. I’m really sorry, but there’s a small delay with your table. Right now the wait is about X minutes. We can seat you at our bar in about Y minutes, or we can add you to the priority list and come get you the moment a table opens. Which would you prefer?"

Actions: Offer drink vouchers if appropriate for long waits (policy dependent). Update wait estimate every 10 minutes. If guest is visibly upset or it’s a VIP, escalate to manager immediately.

Escalation: Call manager if wait exceeds policy threshold (e.g., 30 minutes beyond estimated time) or if guest requests to speak with manager.

2) Long wait on a busy night — keeping guests informed

Goal: Reduce frustration by communicating realistically and offering alternatives.

Script:

"Thanks for waiting — I want to give you an update. Your table is still being prepped and we expect it to be ready in about X minutes. If you’d like, we can put your name on a short walk-in list for a quicker table, or you can grab a seat at the bar now and we’ll transfer you as soon as your table opens. Would you like me to text you when the table is ready?"

Actions: Use text notifications, offer a complimentary appetizer or drink only per policy, and confirm contact number. Re-check the status every 10–15 minutes. Record guest choice in the host log or POS notes.

Escalation: If wait exceeds acceptable maximum (policy-defined), or repeated delays occur, notify manager for goodwill gestures or seat reallocation.

3) Allergy & dietary restriction questions

Goal: Protect guest safety, avoid liability, and ensure accurate handoff to kitchen.

Script (initial):

"Thanks for letting us know. Can you tell me all the ingredients you need to avoid? We’ll mark this on your order and the kitchen will prepare it as an allergy-sensitive meal. Would you like me to confirm with the manager or the chef?"

Key steps:

1. Record exact allergy (e.g., peanuts, shellfish) and note cross-contact concerns (e.g., fried in shared oil).
2. Confirm with manager/chef before seating if severe allergy.
3. Communicate the allergy verbally to server and write it on the ticket/pos notes.
4. Offer safe menu options if available and avoid suggesting modifications that create cross-contact risks.

Escalation: Immediately involve manager and/or chef for life-threatening allergies or if the menu cannot safely accommodate the request.

4) Seating preferences (booth, table, high-top, outdoor)

Goal: Match guest expectations quickly and record preferences.

Script:

"Do you have a seating preference today — booth, table, high-top, or outdoor? I can note that and seat you as soon as a suitable table is ready. If a booth isn’t available right away, would a window table work?"

Actions: Offer nearest equivalent rather than promising exact seat. Note preferences in the reservation or waitlist system. If accommodating a visible need (wheelchair, stroller), prioritize accessibility.

Escalation: If seating request requires special setup (highchair, accessible setup, allergy-safe table), notify manager/server to prepare in advance.

5) No-show handling & late arrivals

Goal: Protect floor efficiency and table availability while being fair to guests.

Script for a reservation tardy under policy threshold:

"Hi — we have your reservation for [name]. We’re holding the table until [time]. If you’re running late, do you still plan to join us?"

Script when reservation exceeds no-show threshold (policy):

"We held your table until [time] but we needed to seat other guests. We can add you to the next available seating, which will be in approximately X minutes, or we can take your details and call when a table opens. Would you like to be added to the waitlist?"

Actions: Follow the posted late/no-show policy consistently. If deposit or cancellation fees apply, involve manager with polite explanation and documentation.

Escalation: Manager involvement for disputes over fees, VIPs, or repeated no-shows.

6) Phone reservation vs online booking — standard info to collect and confirm

Goal: Gather consistent reservation data and reduce confusion between channels.

Script for phone reservations:

"Thanks for calling [Restaurant]. May I have your name, the number in your party, date and time of the reservation, and a phone number to confirm? Do you have any seating preferences or dietary notes we should be aware of?"

Phone confirmation language: "Great — I’ve booked you for [date/time] under [name] for [#]. We’ll text a confirmation to [phone]. If your plans change, please call or cancel online at least [policy timeframe]."

Actions: Enter notes in reservation system (celebrations, allergies, accessibility). For large parties, confirm deposit and cancellation policy. Cross-check online bookings if double-book risk exists.

Escalation: For large parties (> policy guest count), special requests, potential private events, or deposits, involve manager to confirm availability and terms.

Decision Trees & Thresholds (Quick Reference)

• If wait > estimated by 10+ minutes — update guest and offer a default solution (bar seating, text, appetizer).
• If allergy = life-threatening (anaphylaxis) — involve manager and chef before seating.
• If overbooking causes wait > policy max — manager review for comp or voucher.
• If no-show for reservations with deposit disputes — manager to resolve and document.

Short Training Micro-Exercise (Role-play)

Purpose: Practice consistent language and escalation in five common situations. Time: 20–30 minutes for a small team.

1. Pick five scenarios from the list above (suggested: overbooking, long wait, allergy, seating preference, no-show).
2. Pair up. One person plays host; the other plays guest with a card describing the guest’s mood and requests (card examples below).
3. Host follows the script and documents the chosen action in a short host note (one sentence).
4. Swap roles and repeat for each scenario. Keep each role-play to 2–3 minutes.
5. Debrief (5–10 minutes): Each pair shares one success and one improvement opportunity. Coach highlights tone, clarity, and correct escalation decisions.

Guest Card Examples: "Two adults running 10 minutes late — want a booth." / "Family with nut allergy — nervous and insistent — asks for chef." / "Party of six on a Friday — arrived early — wants immediate seating."

Evaluation Rubric (quick): Did the host (a) acknowledge and welcome, (b) give a clear wait/solution, (c) offer alternatives, and (d) escalate when needed? Mark Yes/No for each, then coach provides a 1–2 sentence improvement tip.

Notes for Supervisors

Keep scripts visible at the host stand. Review one scenario each morning huddle. Track recurring issues (e.g., consistent overestimates of table turnover) and adjust timing thresholds or staffing to fix root causes.

Appendix — Escalation Contacts & Examples

List manager on duty, chef contact for allergies, and the policy link for wait, no-show, and comps. Keep a short checklist at the host station: reservation lookup, contact number, seating preference, allergy notes, VIP status, and deposit info.