Route a guest’s specific seating needs to staff

AssistCall team · Updated November 6, 2026 · Operational guidance to adapt and approve for your business

The decision this workflow supports

A guest may need information about seating, space or reaching a table. The useful intake captures the arrangement they are asking about, not a medical explanation or a generic assurance that everything will be suitable.

Put the review process in place

Invite the guest to describe what information or arrangement would help. Preserve that wording and connect the request to the visit. Staff who know the room should discuss the details and confirm any arrangement; the assistant must not claim suitability without that review.

Worked example for your team

A fictional guest asks whether a particular seating arrangement can be discussed before visiting. The assistant should preserve the requested arrangement without asking for a diagnosis or explaining why it might be needed. Staff then check the room and speak directly with the guest. Have the reviewer read back the note: it should contain the practical question and visit reference, not an inferred personal condition. If the guest prefers to explain details only to a person, the workflow should allow that choice instead of requiring disclosure to continue.

Sample wording to approve

“What seating information or arrangement would you like staff to discuss with you? You do not need to share medical details. I will pass the request to the team for confirmation.” This wording is a draft for the restaurant owner to approve before use.

Fields for the staff handoff

Staff need guest’s requested arrangement, visit reference, relevant timing, preferred contact, and staff discussion owner. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.

Acceptance tests before use

No diagnosis is requested. The summary uses the guest’s own description. The assistant does not turn a request into an accessibility guarantee. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.