Route a question about arriving near closing

The decision this workflow supports

A caller asking whether they can arrive shortly before closing needs a decision about that particular service. Published closing hours alone do not establish whether the restaurant can accommodate them, and the assistant should not infer a seating cutoff.

Put the review process in place

Approve any general arrival guidance separately from opening hours. When the caller asks for an exception or a table at the end of service, capture the intended arrival time and party size for staff. Keep the answer framed as a request until somebody responds.

Worked example for your team

A fictional caller says, “We could arrive ten minutes before the published closing time.” The assistant should recognize that they are asking for accommodation, not merely a fact about hours. Its summary should show the proposed arrival, party size and requested staff decision. Now change the caller’s wording to “What time do you close?” That simple information question should not trigger a lengthy intake. Comparing the two scenarios helps staff check whether the assistant distinguishes a published schedule from a live decision about seating near the end of service.

Sample wording to approve

“I can share the published closing time. Whether the team can accommodate that arrival needs their confirmation. Would you like me to pass along your requested time and party size?” This wording is a draft for the restaurant owner to approve before use.

Fields for the staff handoff

Staff need requested arrival, service date, party size, callback details, and staff decision still required. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.

Acceptance tests before use

A caller near closing receives no seating guarantee. An earlier arrival question uses the correct service date. The staff note retains the requested time exactly. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.

Related guides