A calmer routine for last-minute changes
Practical routines for handling changes in guest numbers, new arrival times, prams, high chairs and table requests that come in shortly before guests arrive at the door.
When the guest count changes right before the table is set
A guest calls to say the party has grown by two people compared to the original booking, often just hours before the table is due to be set. How often such changes happen, and on which evenings, is something each restaurant knows from its own experience. Without a clear routine, these changes can become stressful and end up affecting other guests.
It helps to have one designated person responsible for updating the booking whenever numbers change, along with a quick check of which table combinations are available. Note the change clearly, ideally with a timestamp for when the request came in, so the rest of the team can see that the information is current and accurate before guests arrive.
A new arrival time without disrupting the rest of the evening
Sometimes guests ask to arrive half an hour later or earlier than planned, often because of traffic, childcare or work running late. This can seem like a minor adjustment, but it affects table turnover and may clash with the next reservation for the same table if the change isn't caught early enough.
A good habit is to check whether the new time overlaps with other bookings before confirming the change with the guest. If it doesn't work, you can suggest an alternative table or a time that suits both parties better. Whether the kitchen needs to be notified when timing shifts significantly is something each restaurant should decide for itself.
Prams and high chairs that appear at the last moment
A request for pram space or a high chair may arrive shortly before the visit, sometimes only when the guests are at the door. Prams need extra space by or near the table, and if this isn't sorted out in advance, it can create crowding in the dining room and make it harder for other guests to move around.
Which tables are best suited for prams, and how many high chairs should be readily available, is something each restaurant can map out in advance. When such needs are reported close to the visit, the information should reach everyone involved in setting the table, not just the person who took the call.
Table requests that arrive just as guests reach the door
Some guests want a specific table, perhaps by the window, in a corner or away from the entrance, and let the restaurant know on the day of their visit. Such requests can't always be accommodated, but they deserve a quick and honest response, whether that means the request can be fulfilled or an alternative is suggested.
When the restaurant uses a TableBooking booking link for reservations, the dashboard brings together bookings and guest details in one place, along with a table map and reference photos of the tables. This makes it easier for staff to find the right table quickly, even when a table request comes in just as guests are about to sit down.
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