If a guest does not arrive 10 minutes prior to the quoted time, what should be done?

When a guest does not arrive 10 minutes prior to their quoted reservation time, verifying if they called and attempting to accommodate them is the best course of action. This approach demonstrates exceptional customer service and understanding. It acknowledges that various situations may cause a guest to arrive late, such as traffic or unexpected delays. By verifying if they communicated their change in plans, you can provide flexibility and potentially still honor their reservation, fostering a positive experience.

Many restaurants appreciate when hosts show empathy and work to help guests have a favorable dining experience, even if their arrival deviates from the expected schedule. This response can enhance guest satisfaction and loyalty, as it illustrates the restaurant's commitment to accommodating its patrons. Ignoring their absence or turning them away can create negative experiences, while asking them to call back may not provide immediate support for the guest's situation. Thus, the focus on verification and accommodation aligns with the principles of excellent service.