Separate supplier messages from guest requests

The decision this workflow supports

A delivery coordinator, maintenance provider and dining guest may call the same public number. Sending all three into a reservation queue makes the inbox harder to use. A small category decision can give each message a clear destination.

Put the review process in place

Create an approved supplier-contact category with one staff owner. Collect the organization, purpose and proposed timing without disclosing internal schedules or personal staff numbers. Any purchasing approval, access permission or change to delivery arrangements must come from restaurant staff.

Worked example for your team

A fictional equipment supplier calls during dinner to propose a maintenance visit next week. The assistant should classify the message as supplier business and capture the proposed date, not create a guest reservation request. If the caller asks for a manager’s personal mobile number, the assistant should offer the approved message route instead. The internal reviewer should be able to decide who must assess the visit without treating it as already scheduled. Include a check that no instruction about entering the building is presented as permission from the restaurant.

Sample wording to approve

“Is this about a supplier or service matter? I can take your organization name and a short message for the restaurant’s designated contact. I cannot approve a purchase or site access.” This wording is a draft for the restaurant owner to approve before use.

Fields for the staff handoff

Staff need organization, purpose of call, proposed timing, return contact, and designated supplier liaison. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.

Acceptance tests before use

A supplier message avoids the guest-request queue. A request for a manager’s private number is declined. A changed delivery arrangement is recorded as a proposal. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.

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