Write reservation rules that a receptionist can apply consistently

Define what can be booked directly

State which service periods, locations and party sizes can be booked through the ordinary workflow. Include any booking window or lead-time rules that the restaurant actually uses. Do not introduce restrictions merely because a software field asks for them.

Distinguish standard parties from requests that require staff review. A group may need a different menu, deposit process or space arrangement. The phone flow should recognize that boundary and route the inquiry without accepting terms the restaurant has not approved.

Related Loman sources: Supported booking actions in Loman’s OpenTable documentation

Make late-arrival language match real practice

Write down whether the restaurant has a defined grace period, asks guests to call or leaves the decision to the on-duty host. Use the real policy. A default number in a template can become a promise if staff or software repeat it without approval.

Clarify what a late-arrival message means. Recording that a guest is delayed does not extend the booking automatically. Tell the guest whether the request has reached a person, whether any arrangement is confirmed and what remains uncertain.

Separate preferences from commitments

A quiet corner, patio table or highchair request may need verification. The receptionist can record the preference without guaranteeing it. For accessibility-related requests, use the restaurant’s verified information and provide a practical route to staff when details are uncertain.

Do not bundle cancellation, deposit or special-event rules into vague wording. State the exact approved policy when the workflow requires it, and route disputes or exception requests to someone authorized to decide. This guide does not determine the legal validity of a restaurant’s terms.

Keep policy changes controlled

Assign an owner and a review date to the policy. If a manager changes a rule for a holiday or event, specify the effective dates and confirm how it reaches the phone service. Remove temporary instructions when they no longer apply.

Use the builder to capture these decisions, then test the boundary cases. Try a party just above the automatic booking limit and an arrival just outside the stated grace period. Verify that the receptionist uses the intended handoff rather than silently extending its authority. Keep the accepted policy with the test results for later review.