Running a waitlist guests don't hate
A full night is a good problem. A fair, clear waitlist turns disappointed guests into the ones who fill your next cancellation.
Staff1 min read
"We're fully booked" is the end of the conversation. "We're full, but can we let you know if a table opens up?" is the start of one.
Be honest about the chances
Guests do not mind waiting. They mind not knowing. Tell them how a waitlist works and that you will only contact them if a table really frees up.
Contact them quickly
When a table opens, the first guest to hear about it should hear within minutes, with a clear time to reply by. A table that waits an hour for an answer is a table that stays empty.
First come, first served, with judgement
Order matters, but so does fit. A table for two cannot seat a party of five. Offer each opening to the first guest it actually suits.
Close the loop
At the end of the night, let the guests who did not get a table know. They will remember the courtesy, and book earlier next time.
