Reservation shift SOP: review capacity, confirm status and manage exceptions
Direct answer
A reservation SOP assigns one owner to review pending requests, align accepted bookings with real capacity, record special requests and communicate changes without silently guaranteeing unavailable accommodations.
Trigger
Run before service, when new requests arrive and at the venue’s confirmation checkpoints.
Accountable role
Host or reservation lead with manager escalation for capacity and exception decisions.
Procedure
- Review pending, accepted, rejected, changed and canceled requests.
- Compare timing and party size with current capacity and operating hours.
- Identify special requests that need confirmation rather than assumption.
- Contact the guest using approved status language.
- Prepare the service handover and record late, no-show or change outcomes.
Completion evidence
- Current reservation status
- Guest-contact note
- Capacity or seating decision
- Special-request review
Escalation rule
Escalate over-capacity periods, accessibility requests, conflicting promises or exceptions the assigned host cannot authorize.
Questions about this SOP
Is a submitted request a confirmed reservation?
Only if the restaurant’s process and guest message clearly mark it accepted or confirmed.
Can software determine service capacity automatically?
The operator must configure and validate capacity against the actual venue and shift.
Adapt before use
This template is an operational starting point, not a food-safety plan, emergency instruction, employment policy, accounting control or statement of local law. Assign trained owners and adapt limits, records, chemicals, equipment steps, emergency contacts and reporting requirements to the venue and jurisdiction.
Wobistro can support relevant digital-menu, ordering, reservation, ticket and staff workflows when enabled in the current plan. The restaurant remains responsible for safe operation and approval.
All restaurant SOPs