Restaurant and Hotel Call Flows: 10 Phone Scripts

Restaurant and hotel phone lines hear the same requests again and again: bookings, changes and cancellations, menu and price questions, arrival times, room requests and lost property. This pack contains 10 ready-to-use flows for these requests, five for restaurants and five for hotels, as examples for the voice agent or reception team answering incoming calls. Every flow follows the same structure: an opening with an AI disclosure and a recording notice, taking the request, the likely branches, a handover to a person when needed and a closing line.

Two rules come before everything else in these flows. First, the assistant only shares approved information: you add details such as the menu, allergens, prices and room terms to the voice agent's knowledge base, and if the information is missing or the assistant is unsure, it does not guess but transfers the call. We explain the risk of AI making things up in the hallucination entry. Second, anything involving money or health (deposits, refunds, cancellation fees, food allergies) is always left to a member of staff; the warm transfer entry explains how to hand the call over with context.

In Speakline you can use these flows as instructions for the Turkish voice agent: the assistant answers incoming calls, replies with approved information from the knowledge base, transfers the call to reception or the restaurant team with a summary when needed, and calls can be recorded and kept with their transcripts. If you record calls in Turkey, keep the recording sentence in the opening and see KVKK and call recording for the duty to inform. More industry flows are on our restaurants and hotels pages; outbound booking confirmations are in the appointment reminder call scripts pack, and the line's opening announcements are in the greeting and after-hours announcements pack.

Restaurant: taking a booking

Opening
Assistant: Hello, [Restaurant name], this is the AI assistant; this call is recorded. How can I help you?

Request
Customer: I'd like to book a table.
Assistant: Of course. For which day and time, and for how many people?
Customer: [Day], at [Time], for [Number of people].

Availability
Assistant: We have a table for [Number of people] on [Day] at [Time]. What name shall I put the booking under?
Customer: [Customer name]
Assistant: Can we reach you on the number you're calling from?

Special requests
Assistant: Is it a special occasion, such as a birthday, or do you have a seating preference?
Customer: [Special request]
Assistant: I've added that to your booking. We do our best with seating preferences, but we can't guarantee them.

Fully booked
Assistant: We're fully booked at that time. We have a table at [Alternative time], or I can put you on the waiting list. Which would you prefer?

Confirm and close
Assistant: Your booking is confirmed: [Day], at [Time], for [Number of people], under [Customer name]. We hold tables for [Hold time] after the booking time. See you then, have a good day.

Repeating the details in one sentence at the end catches misunderstandings. If your booking system isn't connected, the assistant doesn't confirm the table; it takes the request and says the team will confirm.

Restaurant: changing or cancelling a booking

Opening
Assistant: Hello, [Restaurant name], this is the AI assistant; this call is recorded. How can I help you?

Find the booking
Customer: I'd like to change my booking.
Assistant: Of course. What name and which day is the booking for?
Customer: [Customer name], [Day].
Assistant: I've found it: [Day], at [Time], for [Number of people]. What would you like to change?

Change of time
Customer: Could we make it a bit later?
Assistant: We have a table at [New time]. Shall I move your booking to that time?

Change of party size
Customer: Two more people are coming.
Assistant: I've checked, and we can seat [New number of people]. Your booking is updated.

Cancel
Customer: I need to cancel the booking.
Assistant: Thank you for letting us know; your booking is cancelled. Would you like to book for another day?

Deposit or cancellation fee
Customer: I paid a deposit. What happens to it?
Assistant: Our team handles deposits and refunds. I'll put you through now, please stay on the line.

Closing
Assistant: Thank you, have a good day.

Don't leave money matters such as deposits, refunds and cancellation fees to the assistant. If there are several bookings under the same name, have the assistant ask for the day and time as well to find the right one.

Restaurant: waiting list

Opening
Assistant: Hello, [Restaurant name], this is the AI assistant; this call is recorded. How can I help you?

Fully booked
Customer: Do you have a table for [Number of people] tonight at [Time]?
Assistant: I'm sorry, we're fully booked at that time tonight. I can put you on the waiting list and call you if a table becomes free. Would you like that?

Add to the list
Customer: Yes, please.
Assistant: Could I have your name and the latest time you could arrive?
Customer: [Customer name], no later than [Latest time].
Assistant: You're on the waiting list for [Number of people]. If a table becomes free, we'll call you on this number. Please note that being on the waiting list isn't a booking.

Alternative
Assistant: If you'd like, I can make a confirmed booking for [Alternative time] right now.

Callback when a table frees up
Assistant: Hello, this is the AI assistant calling on behalf of [Restaurant name]; this call is recorded. You were on our waiting list for tonight, and a table for [Number of people] at [Time] has become free. Shall I book it for you?

Closing
Assistant: Thank you, have a lovely evening.

Say clearly that the waiting list isn't a booking; otherwise the customer may turn up thinking a table is reserved. If someone doesn't answer the callback, wait a short while and move on to the next person on the list.

Restaurant: menu and allergen questions

Opening
Assistant: Hello, [Restaurant name], this is the AI assistant; this call is recorded. How can I help you?

Menu question
Customer: Do you have vegetarian dishes?
Assistant: Yes, our menu includes [Approved menu information]. You can also see our current menu at [Web address].

Allergen question: approved information available
Customer: Does the [Dish name] contain peanuts?
Assistant: According to our kitchen, for the [Dish name]: [Approved allergen information]. Because everything is prepared in the same kitchen, we can't fully rule out cross-contamination. If your allergy is serious, I can put you through to our team.

Allergen question: no information or unsure
Customer: Do your sauces contain gluten?
Assistant: I can't give you a definite answer on that, and I don't want to give you wrong information. I'll put you through to a colleague who can check with the kitchen. Please stay on the line.

Team unavailable
Assistant: Nobody on the team is free right now. I can take your number and have them call you back.

Note on the booking
Assistant: Would you like me to add an allergy note to your booking? The serving team will see it when they come to your table.

Closing
Assistant: Thank you, have a good day.

Allergen information is a health matter: the assistant only shares what the kitchen has approved and added to the knowledge base, and if the information isn't there, it doesn't guess but transfers the call. Adjust the cross-contamination sentence to your kitchen's real situation, and update the knowledge base the day the menu changes.

Restaurant: takeaway and delivery orders

Opening
Assistant: Hello, [Restaurant name], this is the AI assistant; this call is recorded. How can I help you?

Order request
Customer: I'd like to place a takeaway order.
Assistant: We take takeaway orders through [Ordering channel]. [Short information about the ordering channel].

Wants to order by phone
Customer: I'd rather order over the phone.
Assistant: I understand. I'll put you through to the team that takes orders, please stay on the line.

Delivery area
Customer: Do you deliver to [Neighbourhood]?
Assistant: [Approved delivery area information].

Collection
Customer: Can I come and collect it?
Assistant: Of course. Place your order through [Ordering channel] and choose collection. It's usually ready in [Preparation time].

Late order
Customer: My order is late.
Assistant: I'm sorry about that. I'll put you through to our team so they can check your order. If you ordered through a delivery platform, its support line can also help.

Closing
Assistant: Thank you, enjoy your meal.

State in one sentence where you take takeaway orders, and keep delivery areas and preparation times up to date in the knowledge base. Always pass complaints such as late or incomplete orders to the team.

Hotel: availability and rates

Opening
Assistant: Hello, [Hotel name], this is the AI assistant; this call is recorded. How can I help you?

Request
Customer: Do you have a room available from [Check-in date] to [Check-out date]?
Assistant: How many guests will be staying, and are there any children?
Customer: [Number of adults] adults and [Number of children] children.

Availability connected
Assistant: For those dates, we have availability in our [Room type] rooms.

Availability not connected
Assistant: Our reservations team will check availability and get back to you. Let me take your dates and a number we can reach you on.

Rate: approved information available
Customer: What's the nightly rate?
Assistant: For those dates, the [Room type] room is [Approved rate] per night, including [What's included]. The rate may change depending on availability at the time you book.

Rate: no approved information
Assistant: Our reservations team gives exact rates for specific dates. Shall I put you through now, or would you like them to call you?

Discount request
Customer: Could you do a better price?
Assistant: I'm not able to offer discounts or special rates; I'll put you through to our reservations team. Please stay on the line.

Closing
Assistant: Thank you, we hope to welcome you soon. Have a good day.

The assistant only quotes a rate if it can read it from a current, approved source; quoting from an old list or guessing leads to disputes with guests. Discounts, special rates and cancellation terms should always stay with the reservations team.

Hotel: late check-in

Opening
Assistant: Hello, [Hotel name], this is the AI assistant; this call is recorded. How can I help you?

Notification
Customer: I have a booking tonight, but I'll be arriving late.
Assistant: Thank you for letting us know. What name is the booking under?
Customer: [Guest name]
Assistant: I've found it: a [Number of nights]-night booking arriving tonight. Roughly what time do you expect to arrive?
Customer: [Estimated arrival time]

Reception open overnight
Assistant: Our reception is open overnight, and your room will be ready for you. I've added your arrival time to the booking.

Reception closes at night
Assistant: Our reception closes at [Closing time]. For late arrivals, [Late check-in procedure]. I'm leaving a note for the team to send you the details in writing as well.

Booking status
Customer: My booking won't be cancelled, will it?
Assistant: I've noted on your booking that you'll be arriving late. If you have questions about guarantee or cancellation terms, I can put you through to reception.

Closing
Assistant: Safe travels, we look forward to seeing you.

Make sure the late-arrival note reaches the reception team. If you automatically cancel no-show bookings, the assistant should make no promises about it and pass the question to reception.

Hotel: room requests and extra services

Opening
Assistant: Hello, [Hotel name] guest services, this is the AI assistant; this call is recorded. How can I help you?

Room request
Customer: Could I have an extra pillow and some towels in my room?
Assistant: Of course. Could you tell me your room number and name?
Customer: [Room number], [Guest name].
Assistant: I've passed your request to housekeeping; it will be brought to your room within [Estimated time].

Extra service
Customer: Can you arrange an airport transfer tomorrow morning?
Assistant: I'll take your transfer request. Could you tell me your flight time and how many people are travelling? Reception will confirm the price and exact pick-up time with you.

Information
Customer: What time is breakfast?
Assistant: Breakfast is served from [Breakfast hours] in [Breakfast location].

Fault or complaint
Customer: The air conditioning in my room isn't working.
Assistant: I'm sorry about that. I'm reporting it to our maintenance team and putting you through to reception; they'll help if you need to change rooms.

Closing
Assistant: Is there anything else I can do for you? Have a restful stay.

Asking for the guest's name as well as the room number stops requests going to the wrong room. For paid services, the assistant doesn't confirm the price; it takes the request and leaves the confirmation to reception.

Hotel: lost property

Opening
Assistant: Hello, [Hotel name], this is the AI assistant; this call is recorded. How can I help you?

Request
Customer: I left something behind during my stay.
Assistant: I'm sorry to hear that; let me log it for you. Which dates did you stay, and which room were you in?
Customer: [Dates of stay], [Room number].
Assistant: Could you describe the item?
Customer: [Description of the item]

Log
Assistant: I've added your request to our lost property log. The team will check the records and call you on this number.

Sending it on
Customer: If you find it, could you post it to me?
Assistant: Once the item is found, the team will discuss delivery options and costs with you and take your address then.

Valuable item
Customer: It's a ring, and it's very valuable.
Assistant: I understand. For valuable items, I'll put you straight through to our reception team. Please stay on the line.

Closing
Assistant: Thank you, the team will get back to you.

The assistant never says whether the item has been found; it only logs the description. Your team should verify the guest's identity before handing over or sending any item.

Hotel: handing over a group booking

Opening
Assistant: Hello, [Hotel name], this is the AI assistant; this call is recorded. How can I help you?

Request
Customer: We'd like to make a group booking for around [Number of rooms] rooms on [Date].
Assistant: Thank you. Our sales team plans group bookings. Before I put you through, let me take a few details so you don't have to start from scratch.

Collect details
Assistant: What are your arrival and departure dates, roughly how many people are in the group, and what is the occasion? Will you need anything else, such as a meeting room or meals?
Customer: [Dates], [Number of people], [Purpose of the group and extra needs].
Assistant: Could I also have your organisation's name and a phone number we can reach you on?

Handover
Assistant: Thank you. I'm putting you through to our sales team now and passing on your details. Please stay on the line.

Team unavailable
Assistant: Our sales team is on another call. I've passed on your details, and they'll call you [Callback time].

Price question
Customer: What would the price be for a group?
Assistant: Group rates depend on the dates and your requirements; our sales team will send you a quote.

Closing
Assistant: Thank you for your interest, have a good day.

Group requests need special pricing and planning; the assistant's job is to collect the details and pass them to the sales team with a summary. Restaurants can use the same flow for group dinners and event enquiries.