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Knowledge Base for Reservations & Hospitality Teams

Consistent answers for agents taking bookings, changes and complaints.

Make the scripts yours
Taking a new reservationBookings

Every new booking, by phone, email or chat.

  1. Greet warmly and ask for the dates or date and time.
  2. Collect: name, phone and email, party size or guests, and any special requests.
  3. Ask about dietary needs, accessibility and the occasion.
  4. State the deposit and cancellation policy clearly.
  5. Repeat all details back and send a written confirmation.
Say this

Thank you for calling [your company], [your name] speaking. I'd be happy to help with your booking. What date and time were you thinking of, and for how many people?

Tip: Reading details back is the single best way to prevent no-shows and mistakes.

No availability on the requested dateBookings

The date or time the guest wants is fully booked.

  1. Apologize, then immediately offer alternatives.
  2. Suggest nearby times or dates, or another room or table type.
  3. Offer to add them to the waiting list and explain how they will be contacted.
  4. Confirm whichever option they choose in writing.
Say this

I'm sorry, we're fully booked at that time. I can offer you [option 1] or [option 2]. I can also add you to our waiting list and contact you if something opens up.

Tip: Never end with "no". Always end with an option.

Change or cancel a bookingChanges

A guest asks to move or cancel an existing reservation.

  1. Find the booking and verify the guest's details.
  2. Check the change and cancellation policy and how much notice they have given.
  3. Offer to change the date before cancelling, if it suits them.
  4. Explain any fee or deposit consequence clearly.
  5. Send written confirmation and release the space.
Say this

Of course, I can help with that. Let me find your booking. If it helps, I can also look at moving it to another date instead of cancelling.

Note: [Replace with your own cancellation policy wording.]

Overbooking: no room or table availableGuest service

You cannot honor a confirmed booking. This is high-stakes, so act fast and honestly.

  1. Apologize sincerely and take responsibility; do not blame the system.
  2. Present the solution first: an alternative nearby, an upgrade or a later slot.
  3. Offer suitable compensation as per policy.
  4. Escalate to a manager and follow up after the visit.
Say this

I'm very sorry. We made a mistake and I want to fix it now. Here's what I can do for you: [solution]. I'd also like to [compensation].

Tip: Guests forgive mistakes handled well far more than they forgive mistakes ignored.

Handling a complaint (LAST method)Guest service

A guest is unhappy about their stay, meal or service.

  1. Listen: let them finish without interrupting, and take notes.
  2. Apologize: for how they felt, even before the facts are established.
  3. Solve: offer a specific solution, and ask if it works for them.
  4. Thank: thank them for telling you and confirm follow-up.
Say this

Thank you for telling me, and I'm sorry that your experience wasn't what it should have been. Let me make sure I understand… [summary]. Here's what I can do: [solution]. Does that work for you?

Group booking or special occasionBookings

Birthdays, weddings, corporate groups and other bookings that need extra planning.

  1. Take the occasion, number of guests, date, time and budget.
  2. Confirm one named contact person for the group.
  3. Explain the deposit, final numbers deadline and menu or room options.
  4. Send a written summary and set a reminder to confirm final numbers.
Say this

Congratulations, we'd love to host you. Let me take a few details so we can make it special: how many guests, what date, and who will be our main contact?

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