- More channels only bring more reservations if requests converge reliably.
- A shared inbox needs clear statuses, responsibilities and notifications.
- Use distinct wording for a request, acceptance and a confirmed reservation.
- Record phone reservations in the same system as online requests.
One request arrives through the website, another through Facebook, and a third by phone during evening service. If different team members monitor separate channels, double bookings and missed replies can follow.
Centralising reservations does not have to mean a complex table plan. Many restaurants simply need a dependable overview of new, accepted, declined and cancelled requests, visible to authorised team members.
List the channels guests use to reserve
- Website form
- Google reservation link
- Facebook or Instagram
- Telephone
- Ask guests in person
Decide whether each channel feeds directly into your system or needs manual entry by the team. Employees’ private messaging accounts should not be official reservation channels.
One inbox with clear statuses
Each request needs a date, time, party size, name, contact details and optional notes. The status should show whether action is needed. Highlight new requests, record the decision and let the guest know.
| Status | What it tells you |
|---|---|
| New | Not yet checked |
| Accepted | Table confirmed |
| Rejected | No suitable table or time available |
| Cancelled | Reservation has been cancelled |
| Attended / no-show | How to assess results |
Notices and accountability
Push or email notifications prevent new requests from sitting unnoticed on an office computer. You still need clear responsibilities: who responds during service, who covers closing days, and how quickly can guests expect an answer?
Quick replies that still feel personal
Templates save time, but should record name, date, time, and number of people automatically or manually. In case of rejection, an alternative helps: another time, another day or waiting list.
Example: accepting a request
“Hi Anna, your table for four on Friday, 28 August, at 7 pm is confirmed. If your plans change, let us know here. We look forward to welcoming you.”
Example: offering an alternative
“Unfortunately, we are fully booked at 7 pm. We can offer you a table at 6 pm or 8:30 pm that evening. Would either time suit you?”
Think about opening hours and annual closures
The form should not accept requests for times when the restaurant is normally closed. Add public holidays, annual closures and private events in advance. Your team can still record exceptional requests manually.
Explain kitchen and arrival times where relevant. If someone requests 9:30 pm but the kitchen closes at 9 pm, offer a clear alternative instead of declining without explanation.
A shared process for the team
- All official channels at a glance.
- Highlight new requests with notifications.
- An assigned person makes the decision or delegates it.
- Update status and message in one step.
- Record phone and in-person reservations immediately.
- Review outstanding requests before the end of each shift.
When multiple people are editing the same location, changes must be visible synchronously. So no one decides on the basis of an outdated list.
Reservation system: explore the request workflow and plan features