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Waitlist ​

Manage walk-in customers and waitlists efficiently.

Overview ​

The waitlist feature helps you manage walk-in customers when tables aren't immediately available, reducing lost customers and maximizing your venue's capacity.

Accessing Waitlist ​

Navigate to All Venues > Select your venue > Waitlist

How Waitlist Works ​

For Customers ​

When no tables are immediately available:

  1. Customer added to digital waitlist
  2. Provided with estimated wait time
  3. Can browse nearby or wait on-site
  4. Receives notification when table ready
  5. Has limited time to claim table

For Venues ​

Staff manage the queue:

  1. Add walk-ins to waitlist
  2. Estimate wait times automatically
  3. Track customer location (on-site/off-site)
  4. Notify when table available
  5. Seat customers in order
  6. Remove if they don't show

Enabling Waitlist ​

Activation ​

To enable waitlist:

  1. Go to Waitlist Settings
  2. Toggle Enable Waitlist on
  3. Configure settings
  4. Save changes
  5. Feature goes live immediately

Settings Configuration ​

Basic Settings

  • Enable/disable waitlist
  • Operating hours for waitlist
  • Maximum party size for waitlist
  • Minimum wait time before adding
  • Maximum waitlist spots

Notification Settings

  • SMS notifications
  • Email notifications
  • Push notifications (if app)
  • Notification timing

Adding to Waitlist ​

In Person ​

Add walk-in customers:

  1. Click Add to Waitlist
  2. Enter customer details:
    • Name
    • Party size
    • Phone number
    • Email (optional)
  3. Estimated wait time displayed
  4. Give customer quote token/number
  5. Confirm addition

Customer Self-Service ​

Enable customers to add themselves:

  • QR code at entrance
  • Online waitlist form
  • Mobile app
  • SMS text-to-join
  • Kiosk at entrance

Information Required ​

Collect from customers:

  • Name - First and last name
  • Party Size - Number in group
  • Phone Number - For SMS notifications
  • Email - Optional, for updates
  • Special Requests - Dietary needs, seating preference

Managing the Waitlist ​

Waitlist View ​

See all customers waiting:

Current Status

  • Position in queue
  • Estimated wait time
  • Time added
  • Party size
  • Contact information
  • Status (waiting, notified, expired)

Actions Available

  • Notify customer
  • Remove from list
  • Move up/down in queue
  • Edit details
  • Add notes

Priority Management ​

Adjust queue order:

  • Standard Queue - First-come, first-served
  • VIP Priority - Move VIPs up
  • Special Circumstances - Accommodate needs
  • Split Large Groups - Manage party sizes differently

Wait Time Estimates ​

System provides estimates based on:

  • Current table occupancy
  • Average meal duration
  • Historical data
  • Table turnover rates
  • Party size compatibility

Staff can override automatic estimates.

Notifying Customers ​

Automatic Notifications ​

System sends automated alerts:

When Added

  • Confirmation message
  • Queue position
  • Estimated wait time
  • Tracking link

When Getting Closer

  • Update on wait time
  • 10-15 minute warning
  • "Almost ready" alert

When Table Ready

  • "Your table is ready" notification
  • Time limit to arrive (usually 10-15 minutes)
  • Directions or instructions

Manual Notifications ​

Staff can send:

  • Custom messages
  • Time updates
  • Apology for delays
  • Special accommodations
  • Cancellation if needed

Notification Channels ​

Send via:

  • SMS (primary method)
  • Email
  • Push notifications
  • Phone call
  • Public display board
  • Buzzer/pager (if used)

Seating from Waitlist ​

Ready to Seat ​

When table becomes available:

  1. System suggests next customer
  2. Notify customer
  3. Wait for confirmation/arrival
  4. Assign table
  5. Move to seated status
  6. Remove from waitlist

Customer Arrival ​

When notified customer arrives:

  1. Confirm identity
  2. Check party size unchanged
  3. Double-check special requests
  4. Escort to table
  5. Mark as seated
  6. Update waitlist

No-Show Handling ​

If customer doesn't respond:

  • Wait grace period (5-10 minutes)
  • Try contacting again
  • Move to next customer
  • Mark as no-show
  • Remove from waitlist
  • May affect future priority

Waitlist Types ​

Standard Waitlist ​

Regular walk-in queue:

  • First-come, first-served
  • Equal treatment
  • Standard wait times
  • Open to all

VIP Waitlist ​

Priority queue for:

  • Loyalty members
  • Regular customers
  • Special circumstances
  • Paid priority (if offered)

Table-Specific Waitlist ​

Customers waiting for specific table:

  • Window seats
  • Outdoor seating
  • Booth seating
  • Bar seats
  • Specific area

Customer Communication ​

Status Updates ​

Keep customers informed:

  • Initial wait time estimate
  • Updates if delays occur
  • Notification when close
  • Final "table ready" alert
  • Follow-up if no response

Managing Expectations ​

Be clear about:

  • Estimated wait times (be realistic)
  • Possibility of delays
  • Policy on holding tables
  • Time limit for arrival
  • Party size restrictions

Customer App/Portal ​

If offering customer-facing tool:

  • Real-time wait time
  • Queue position
  • Estimated time remaining
  • Notification history
  • Cancel/postpone option

Waitlist Settings ​

Operating Rules ​

Configure:

Capacity

  • Maximum waitlist size
  • Cap to prevent overload
  • Party size limits
  • Time restrictions

Timing

  • Time window for claims
  • Auto-remove timeouts
  • Maximum wait time offered
  • Buffer between seatings

Eligibility

  • Who can join waitlist
  • Minimum/maximum party size
  • Age restrictions
  • Special requirements

Automation ​

Automate processes:

  • Auto-notify in queue order
  • Auto-remove no-shows
  • Auto-adjust wait times
  • Auto-assign compatible tables
  • Auto-send follow-ups

Reporting & Analytics ​

Waitlist Metrics ​

Track performance:

  • Average Wait Time - Typical customer wait
  • Abandonment Rate - Customers who leave
  • Conversion Rate - Waitlist to seated
  • Peak Wait Times - Busiest periods
  • No-Show Rate - Notified but didn't arrive

Insights ​

Use data to:

  • Optimize table turnover
  • Staff appropriately
  • Predict busy periods
  • Improve wait time estimates
  • Enhance customer satisfaction

Best Practices ​

Setting Expectations ​

  1. Be Honest - Give realistic wait times
  2. Over-Estimate - Better to beat expectations
  3. Update Regularly - Keep customers informed
  4. Be Flexible - Accommodate when possible
  5. Show Appreciation - Thank customers for waiting

Maximizing Efficiency ​

  1. Quick Turnover - Clear and reset tables fast
  2. Monitor Flow - Watch table status constantly
  3. Plan Ahead - Anticipate upcoming availability
  4. Optimize Requests - Seat flexibly where possible
  5. Use Technology - Leverage automation

Customer Experience ​

  1. Comfortable Waiting - Provide seating area
  2. Entertainment - WiFi, menus to browse
  3. Complimentary - Offer water, small bites
  4. Regular Updates - Don't leave customers guessing
  5. Apologize - For longer waits, show empathy

Integration ​

Reservation System ​

Waitlist integrates with bookings:

  • Reserved tables protected
  • Available slots identified
  • Prevents overbooking
  • Coordinated seating plan

POS System ​

Connect with Point of Sale:

  • Table status updates
  • Service speed tracking
  • Turnover predictions
  • Customer history

Troubleshooting ​

Customer Not Receiving Notifications ​

If notifications fail:

  • Verify phone number correct
  • Check SMS service status
  • Try alternative notification method
  • Manually call customer
  • Check spam/blocked numbers

Waitlist Not Adding Customers ​

If cannot add to waitlist:

  • Check waitlist is enabled
  • Verify capacity not reached
  • Check operating hours
  • Verify party size within limits
  • Contact support

Inaccurate Wait Times ​

If estimates are wrong:

  • Review historical data
  • Adjust turnover estimates
  • Monitor actual vs. estimated
  • Manual override if needed
  • Update algorithm settings

Support ​

Need help with waitlist?

Reduce Walk-Aways

An efficient waitlist system captures walk-in customers who would otherwise go elsewhere, significantly increasing your revenue.