Restaurant Group Routing
Call routing for multi-location restaurants
A location-aware call routing guide for restaurant groups handling reservations, catering questions, delivery issues, and manager callbacks.
Ask for the location first
A restaurant group should identify the requested location before collecting a long message. Ask for the city or neighborhood, then route reservations, pickup questions, catering, and store-specific complaints to that location's path.
Use separate paths for catering
Catering requests need headcount, event date, service style, and a callback owner. They should not disappear into the same queue as a question about today's menu or a reservation change.
Protect the caller's time
Repeat the location and reason for calling before transferring or creating a callback. If the location is closed, explain the next available path without inventing hours or guaranteeing a response time.
A practical close
Before ending the call, read back the key details, the requested next step, and the callback method. Keep the record factual and route exceptions to the business owner who can make the decision.
Frequently asked questions
What should the first call accomplish?
It should identify the caller's purpose, capture only the details needed for routing, and leave one clear next step with an accountable owner.
Should the intake call give expert advice?
No. Intake should organize information and explain the next step. Advice, eligibility, diagnosis, terms, or exceptions belong with the qualified business team.