There’s nothing more disappointing than showing up to a restaurant, and being immediately turned down. ‘Sorry, we are booked out!’ doesn’t leave a great impression, whether it’s a first-time visitor or a loyal regular hearing it. It’s no surprise that nurturing customer relationships while managing restaurant operations requires a delicate balance. So how can you as a restaurant manager skillfully find the sweet spot? That’s where an online waitlist comes in handy.
What is a digital waiting list?
The online waiting list is designed to replace a physical queue outside of your restaurant, with a digital one. Not only does it clear out the physical space for your front-end staff to attend to the tables quicker, but it also scraps the annoying standing around, which can spoil customers’ experience even if they do eventually get a table. By doing so, you avoid hard no’s, and lessen the chances of them going straight to your competitor next door.
Here are 4 actionable steps to leverage its potential and smoothly introduce it as part of your crowd management strategy.
1. Adopt a reservations software
Luckily, digital waitlists are very simple to implement, especially since the pen-to-paper approach can lead to more chaos than good. Online waiting lists have become one of the more staple features of the popular restaurant reservations softwares, such as Tableo, and can be set up in just a few minutes.
Once done, when a guest tries to book a table online or over a call for a booked out time, you can swiftly place them on a digital queue instead. If the table clears up, or a booking gets cancelled, you can immediately call back your guest to let them know and move them to a freed up table on your floor map should they be interested in taking the spot.
2. Walk-ins or reservations? Why not both!
Is a digital waiting list only suitable for walk-ins? Absolutely not. Actually, by adopting a more hybrid model, you can provide more flexibility and keep your queues in check. For instance, consider setting a certain percentage of tables for reservations, and keep a few open for walk-ins. This way you can balance the need for structure, while accommodating last-minute diners – all without any stress on your staff.
If you’ve already reached your capacity, and another dining party is looking for a table, you can also manually place them into a waiting list. This way, the digital waiting list will comprise all the waiting patrons and will help you seamlessly keep track of all pending customers.
3. Make most of table turnover
Enhancing your table turnover is essential for leveraging the power of your waiting list. By training your staff to monitor tables and strategically engaging with customers, you will have an opportunity to ensure more timely bill requests. As a result, you will not only ensure that your guests aren’t staying past their allocated time slot, but also help to move the waiting list along clearing the tables for the last minute dinners too.
4. Be ready for those who choose to wait
For those guests who do arrive early or choose to wait without popping out to a nearest bar or a coffee shop in the meantime, offering a comfortable area with a small bar can turn a wait into an enjoyable experience. This keeps guests in good spirits and ensures they’re not leaving to find another restaurant due to long waits. Plus, it helps you boost your revenue with an easy upsell of the pre-dinner drinks or small appetisers.
To wrap up
With careful waitlist management, your restaurant can serve more customers, improve guest satisfaction, and boost revenue—without ever losing your customers to a restaurant next door.
Ready to test it out? Set up your free account on Tableo and and experience the difference a digital waiting list can make for your restaurant.
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