What is an important aspect of managing guest expectations during phone calls?

Ensuring guests have accurate wait times is crucial for managing expectations because it directly influences their overall experience and satisfaction. When a guest makes a phone call to inquire about wait times, they are seeking reliable information to help them plan their visit. If the wait time provided is accurate, guests can make informed decisions about when to arrive, which reduces frustration and potential disappointment upon arrival.

Providing current promotions, while helpful, does not directly address the immediate concern of wait times. Offering discounts on future visits might enhance customer satisfaction later but does not affect their current experience. Similarly, explaining the kitchen's schedule may offer insight into the restaurant's operations, but it does not contribute to managing a guest's immediate expectations regarding waiting for a table. Accurate wait times, on the other hand, empower guests with realistic expectations and better overall experiences, creating a foundation for positive interactions.