How should a host answer when the restaurant is fully booked?

Offer the two nearest available times, then the waitlist with a promise to text the moment a table opens. Alternatives convert most full-night calls; an unadorned "we're full" loses the guest to the restaurant across the street.

Free template

Host stand phone script for reservations

A word-for-word phone script for taking reservations: the greeting, the five details to capture, policy disclosure, and lines for full nights and large parties.

A phone script is not about sounding robotic; it is about never hanging up missing a detail. Five things, every call: name, phone, party size, time, and anything the kitchen or floor needs to know. Print this and tape it inside the host stand.

The greeting

"Good [evening], [Restaurant Name], this is [name]. How can I help?"

(If slammed: "Good evening, [Restaurant Name], can I put you on a brief hold?" Wait for a yes. Nobody books with a restaurant that hangs mid-sentence.)

Taking the booking (the five details)

1. "For how many guests?"
2. "What day and time were you thinking?" (If unavailable: ALWAYS offer the nearest two alternatives: "7 is fully booked; I can do 6:15 or 8:30.")
3. "Can I take a name and the best number for you?" (Read both back.)
4. "Anything we should know? Occasion, allergies, a stroller, accessibility?"
5. Close with a full read-back: "So that's [4] guests, [Friday the 12th] at [7:00 PM], under [Lawson], and we'll text a confirmation to [number]. We hold tables for 15 minutes, and you can cancel free up to [4] hours ahead."

When the night is full

"We're fully committed at [7], but I have [6:15] or [8:30], or I can add you to tonight's waitlist and text you the moment a table opens. Which works best?"

(Offer, never apologise twice. An alternative or the waitlist converts most full-night calls; a plain "sorry, we're full" converts none.)

Large party call (threshold and up)

"Lovely, for [10] we do things properly so the table is ready for you: I'll take a card to hold the booking, and for parties this size there's a $[10] a head deposit that comes straight off your bill. I'll text you a link to complete it. Would you like our set menu options for big tables? They keep the kitchen fast so your group eats together."

Policy questions, answered in one breath

Fee question: "Nothing is charged today; the card just holds the table. You can cancel free up to [4] hours ahead, and we only charge the $[15] a head fee if the whole party doesn't show without a call."

Running-late call: "Thanks for the heads-up. I can hold the table until [7:20], or move you to [8:00] if that's easier."

How to use this well

Read the number back digit by digit. A wrong phone number turns a confirmed table into a no-show you cannot chase.
Offer exactly two alternatives when the requested slot is gone; three or more stalls the call.
Log every booking (and every waitlist add) the moment the call ends, before the next ring. The book at the host stand is the single source of truth.
If a booking system takes your online reservations, put phone bookings in it too. Two books is how double-seatings happen.

Questions

Common questions

Five: name, phone number, party size, date and time, and any notes (occasion, allergies, accessibility). Read the name, number and time back before hanging up, and state the hold policy in one sentence.

More free templates

Want the system these templates plug into?

TableHelm is free for one location: booking page, floor plan, waitlist, guest book and email confirmations. The policies you just copied paste straight into it.

Start free See pricing