The decision this workflow supports
A guest may call to cancel or simply ask about cancellation arrangements. The assistant should distinguish those intentions and avoid deleting, refunding or changing anything on an unconnected reservation platform.
Put the review process in place
Identify the reservation using information the guest can provide, then record their requested action in plain language. Route it to the host team for confirmation. Do not interpret charges or conditions from general memory; direct those questions to staff.
Worked example for your team
A fictional guest first asks about canceling a reservation, then says they only wanted to understand the next steps. The assistant should leave an information question, not a cancellation instruction. In a second trial, the guest clearly asks staff to cancel the named reservation. That note should say cancellation requested and identify who must confirm the result. Neither trial should automatically remove a booking from a platform or quote a charge. Staff need to see the guest’s intended action rather than an interpretation based on one word.
Sample wording to approve
“I can pass a cancellation request or a question about your reservation to the team. Which would you like me to record? Staff will confirm the booking status and any next steps.” This wording is a draft for the restaurant owner to approve before use.
Fields for the staff handoff
Staff need booking reference if known, visit date, requested action, caller contact, and staff confirmation status. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.
Acceptance tests before use
A cancellation question remains a question. The booking is not automatically marked canceled. Staff can see that confirmation is still owed. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.
Further reading
Catering inquiry value calculator ↗
Try Ava with your business’s public information ↗