Guest Scenarios

Arrival

1. 01

   Walk-In, Full House

   A couple arrives without a booking at eight. Every table is committed until ten.

   What would you do and say?

   Welcome them before you give any answer. Be honest about the wait, then offer real options: seats at the bar now, the waitlist with a call when a table opens, or a booking for another evening. Take a name and number either way. Never open with “we’re fully booked”.

   Good evening, welcome. Tonight we’re fully committed until ten, but I’d love to look after you. I can seat you at the bar now, or call you the moment a table opens. Which would suit you better?

2. 02

   Early Arrival

   A party of four arrives thirty minutes before their booking. Their table is still occupied.

   What would you do and say?

   Thank them for coming, give an honest time, and move them somewhere comfortable: the bar or lounge, with a drink offered. Tell the floor they are here. Never leave guests standing at the stand.

   Lovely to see you a little early. Your table will be ready at half past; in the meantime may I take you to the bar for something to start?

3. 03

   Twenty-Five Minutes Late

   A guest arrives twenty-five minutes after their booking, with no call. The table is needed again at nine-thirty.

   What would you do and say?

   Welcome them warmly; the late arrival is already behind you. If the table is still held, seat them and quietly tell the server about the time limit so the meal can be paced. If it was released, apologise for the wait without blame and offer the next table or the bar.

4. 04

   “I Definitely Booked”

   The guest’s name is not on tonight’s list. They are certain they made a reservation.

   What would you do and say?

   Stay calm and on their side. Check other spellings, the phone number, a partner’s name, other dates, the booking platform and sister venues. Find them a seat first and investigate afterwards. Never say “you didn’t book”.

   I’m so sorry, let me look into this for you. While I do, may I offer you something at the bar?

5. 05

   The Party Grows at the Door

   A table for four arrives as seven.

   What would you do and say?

   Welcome everyone first, then solve it: can tables be joined now, or after a short wait at the bar? Be clear about anything that changes, such as table time or a minimum spend, before they sit, not at the bill.

6. 06

   “You Remember Me, Right?”

   A guest greets you like an old friend. You recognise the face but not the name.

   What would you do and say?

   Warmth first, honesty second. Read the reservation list before service so this happens less. If you cannot place them, welcome them back sincerely and find the name through the booking, a colleague or a natural question. Never pretend and get it wrong.

   Welcome back, it’s really good to see you. Remind me whose name the table is under tonight, so I can make sure everything is just right?

7. 07

   A Birthday Whispered at the Door

   While their partner hangs up a coat, a guest quietly tells you it is their partner’s birthday.

   What would you do and say?

   Thank them and ask what they would like: a candle, a message on the plate, or nothing at all. Tell the server and the manager, and add it to the booking. Keep the secret; the surprise is theirs, not yours.

8. 08

   Dress Code at the Door

   A guest arrives in beachwear on an evening with a smart dress code.

   What would you do and say?

   Speak privately, never in front of others, and kindly. Know your venue’s policy and any alternatives, such as a lounge or terrace table. If it is a judgement call, ask the manager on duty rather than deciding alone.

Reservations

1. 09

   The Essentials on the Phone

   A caller would like a table for six on Friday evening.

   What would you do and say?

   Capture everything once: name, contact number, date, time, number of guests, occasion, allergies and dietary needs, seating requests, children, and anything special. Mention any policy that applies, such as a deposit, table time or minimum spend. Then read it all back.

   So that’s a table for six on Friday the fourteenth at eight, under Ms Haddad, with one shellfish allergy and a birthday. Is that all correct?

2. 10

   “The Best Table, Please”

   A guest asks for the window table with the best view.

   What would you do and say?

   Never promise a specific table unless your venue allows it. Note the request, ask about the occasion, and promise what you can control: that you will do your best and the team will know.

   I’ve noted the window for you, and the team will do everything we can. Is there an occasion we should know about?

3. 11

   Fully Booked on the Phone

   A caller wants Saturday at eight. You are full from seven to ten.

   What would you do and say?

   Offer what you do have, starting with what is closest to their request: an earlier or later time, the bar, another evening, or the waitlist. Take their details either way. A booking at six-thirty is still a booking.

4. 12

   “How Long Can We Stay?”

   A guest booking at seven asks if they can take their time. The table is needed again at nine-thirty.

   What would you do and say?

   Be transparent at the moment of booking, not at dessert. Tell them the table time and offer an alternative if it does not suit, such as a later booking or moving to the bar afterwards.

   The table is yours until half past nine. If you’d like a longer evening, I can offer you nine o’clock instead.

5. 13

   A Late Cancellation

   Two hours before a Saturday booking, the guest calls to cancel. A cancellation fee applies.

   What would you do and say?

   Thank them for calling; many guests do not. Show understanding, explain the policy calmly as it was stated at booking, and refer any waiver to the manager. Offer to rebook before the call ends.

6. 14

   “Why Do You Need My Card?”

   A guest is uneasy about leaving card details to secure a booking.

   What would you do and say?

   Explain plainly and without apology: the card holds the table and is only charged under the policy you describe. Use your venue’s secure link or system only, and never take card numbers on paper, by message or by email.

Minimum Spend

1. 15

   Explaining a Minimum Spend

   A guest booking a terrace table on Friday asks what “minimum spend” means.

   What would you do and say?

   Make it simple: the table carries a minimum amount, food and drink count towards it, and if the bill is lower the difference is charged. Know exactly what counts at your venue. Say it at booking, put it in the confirmation, and mention it gently at seating.

   The terrace has a minimum spend of a set amount per table; everything you eat and drink counts towards it. Most tables reach it easily, but I always like to mention it so there are no surprises.

2. 16

   Surprised at the Bill

   At the end of the night a guest disputes a minimum-spend charge. They say no one told them.

   What would you do and say?

   Listen fully and do not argue. Apologise for the surprise, check the confirmation and the notes, and bring in the manager, who decides. Afterwards, find out where the message was missed so it does not happen again.

   I’m sorry this has come as a surprise. Let me bring my manager over so we can look at it together.

3. 17

   Under the Minimum, Near the End

   Dessert is approaching and a table is well below its minimum spend.

   What would you do and say?

   Tell the host discreetly before the bill, never with the bill. Frame it as helpful information, then let them choose: dessert, a digestif, a bottle to finish, or simply the difference.

Departure

1. 18

   “It Was Fine”

   On the way out, a guest answers “How was everything?” with a flat “fine”.

   What would you do and say?

   Pause. “Fine” usually means something was not. Ask one open question, listen without defending, thank them, and bring in the manager if there is something to put right. A guest who is heard often returns; one who is waved off rarely does.

   I’m glad you came. Was there anything tonight we could have done better? I’d really like to know.

2. 19

   Waiting for the Car

   It is hot outside and the valet says the car will take fifteen minutes.

   What would you do and say?

   Keep the guests inside and comfortable, offer water, and give them an honest time. Watch for the car yourself and walk them out when it arrives. The goodbye is part of the meal.

3. 20

   The Lost Coat Ticket

   A guest has lost their cloakroom ticket and the cloakroom is busy.

   What would you do and say?

   Stay calm and helpful. Ask for a description and any detail only the owner would know, and confirm it discreetly before handing anything over. If in doubt, involve the manager.

4. 21

   A Phone Left Behind

   A guest leaves their phone on the table. You notice it after they have gone.

   What would you do and say?

   Follow your lost-property procedure: log it, keep it secure, and contact the guest through the booking details. Only return it to someone you can verify.

Discretion

1. 22

   “Is She Dining Here Tonight?”

   Someone at the door asks whether a well-known guest is in the restaurant.

   What would you do and say?

   Never confirm or deny who is dining, who has booked, or when. Guests trust you with their privacy. Be friendly, give nothing away, and tell the manager.

   I’m afraid we never share details about our guests. May I help you with anything else?

2. 23

   The Free-Meal Request

   A visitor introduces themselves as an influencer and asks for a complimentary dinner in exchange for posts.

   What would you do and say?

   Be polite, promise nothing, and take their details for the person who handles partnerships. Decisions about complimentary meals are not made at the host stand.

3. 24

   Same Name, Two Tables

   Two bookings tonight are under the same surname.

   What would you do and say?

   Confirm with a second detail, such as a first name, the number of guests or the time, before seating anyone. Never read a guest’s details aloud to the wrong party.