Guest questions
Answer the basics cleanly
Use trusted content for hours, location, menu categories, parking, accessibility, and common dining questions.
Menus, hours, and reservation paths
Restaurant Phone Concierge Example
A generic restaurant path that answers from trusted public content and saves requests the team should handle directly.
Requests
Get staff the right details
Collect party size, date, time, occasion, dietary notes, catering interest, private dining needs, and callback preference.
Boundaries
Keep live operations with staff
The assistant should not guarantee table availability, menu item inventory, substitutions, prices, or wait times without staff confirmation.
Call Playbook
What it handles
- Classify the callMenu, hours, reservation, catering, private dining, directions, event, complaint, or lost item.
- Use trusted sourcesUse static menu and policy content where safe, and mark time-sensitive items for staff confirmation.
- Prepare staff handoffSummarize party details, date/time, guest contact, special requests, and urgency.
Team Review
Details worth saving
- Request type
- Party size and date
- Dietary or accessibility notes
- Catering/private event details
- Callback preference
Boundaries
What stays with people
- Do not guarantee reservations or wait times.
- Do not confirm live menu availability or prices.
- Escalate complaints, allergies, and event contracts to staff.