A group of 16 books a table for a birthday on Saturday. On the night, the restaurant discovers that three guests are vegan, one has a nut allergy, they wanted a cake brought out at 9pm, and they expected a set menu that was never agreed. The kitchen scrambles, the organiser is embarrassed, and a night that should have gone well feels chaotic.
Large group bookings rarely go wrong in the kitchen. They go wrong at the booking stage, when details are not captured. This guide covers how to get them right in the first exchange.
Step 1: decide what you need to know
For any group above a certain size, you need:
- Date and arrival time.
- Number of guests, and whether it might change.
- Organiser's name, phone and email.
- Menu: à la carte, set menu or sharing.
- Dietary requirements and allergies.
- The occasion, if any.
- Budget or spend per head.
- Special requests: cake, decorations, speeches.
- Timing constraints, like needing to leave by 10pm.
Step 2: publish your group terms
A groups page should explain your policies: minimum group size for set menus, deposits, cancellation terms and how final numbers are confirmed. Clear terms answer many questions before they are asked. Group dining overlaps heavily with private dining, covered in private dining enquiries worth more than a busy Friday.
Step 3: capture it all in the first exchange
Organiser: Can I book for 16 people next Saturday at 7pm for a birthday? Assistant: I can pass that to the team. For groups of 12 or more we offer a set menu at $38 per person, and a $10 per person deposit secures the booking. Could you share your contact details, any dietary requirements, and whether you'd like anything special for the birthday?
SpideyChat for restaurants captures these details at any hour and passes them to a manager to confirm. Bookings that arrive late at night are covered in how restaurants capture bookings after service.
Step 4: confirm everything in writing
Send the organiser one confirmation listing everything agreed: date, time, numbers, menu, dietary needs, deposit, special requests and the deadline for final numbers. This single message prevents most disputes on the night.
Step 5: confirm final numbers
Ask for final numbers and dietary details a few days before. Remind the organiser of the cancellation terms at the same time.
Step 6: brief the team
Share the booking details with the kitchen and front of house before service, so the vegan dishes, the allergy and the 9pm cake are planned rather than discovered.
Handling changes after booking
Group numbers change. People drop out, others join, dietary needs appear late. Make it easy for organisers to update details before your deadline, and confirm each change in writing. Changes captured early are easy to handle; changes discovered at the table are not.
When the phone is busy
Group organisers often try to call first, especially during service when nobody can answer. Make sure the website captures them instead, as covered in what happens to restaurant enquiries when the phone rings out. Hotels handle similar group enquiries, as described in group and event enquiries hotels should answer first.
Setting it up
The installation guide and training guide cover setting up an assistant with your group terms and menus.