Define request statuses that staff interpret consistently

The decision this workflow supports

Labels such as new, handled and complete mean different things to different staff. For restaurant requests, the status must distinguish information received from an arrangement confirmed by an authorized person.

Put the review process in place

Write a short definition for each status used in the queue. Include received, assigned, awaiting information, awaiting staff decision and closed with an outcome. Decide who may change each status and what evidence supports the change, avoiding a single vague handled label.

Worked example for your team

Give two staff reviewers the same fictional examples: a newly received inquiry, a request waiting for the organizer’s date, and an event that staff have actually confirmed. Ask them to assign statuses independently and explain their choices. If both use handled for all three, the labels are not conveying enough information. Revise definitions until the next action is obvious. The confirmed status should require evidence from an authorized staff process. A successful automated receipt, completed phone call or friendly conversation is not that evidence.

Sample wording to approve

“Staff wording example: received means the inquiry reached the queue. It does not mean a table, event or order is accepted. Close the item only after recording the actual staff outcome.” This wording is a draft for the restaurant owner to approve before use.

Fields for the staff handoff

Staff need current status, status definition, responsible owner, required evidence, and final outcome. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.

Acceptance tests before use

Two reviewers assign the same status to a sample request. Receipt cannot be confused with confirmation. Closed items include an understandable outcome. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.

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