Waitlist Management
Manage walk-in guests with a digital waitlist.
Overview
The waitlist system provides:
- Digital queue - No more paper lists
- AI wait estimates - Accurate predictions
- SMS notifications - Text when table ready
- Priority handling - VIP and special cases
- Analytics - Wait time optimization
How It Works
┌─────────────────────────────────────────────────────────────────┐
│ WAITLIST FLOW │
├─────────────────────────────────────────────────────────────────┤
│ │
│ GUEST ARRIVES │
│ │ │
│ ▼ │
│ ┌──────────────┐ Table available? ┌──────────────┐ │
│ │ Check-in at │ ──── Yes ──────────────▶ │ Seat │ │
│ │ Host Stand │ │ Immediately │ │
│ └──────────────┘ └──────────────┘ │
│ │ No │
│ ▼ │
│ ┌──────────────┐ │
│ │ Add to │ │
│ │ Waitlist │ │
│ └──────────────┘ │
│ │ │
│ ▼ │
│ ┌──────────────┐ │
│ │ AI Calculates│ │
│ │ Wait Time │ │
│ └──────────────┘ │
│ │ │
│ ▼ │
│ ┌──────────────┐ │
│ │ Guest Waits │ ◀──┐ │
│ │ (Bar, lobby) │ │ Updates │
│ └──────────────┘ │ │
│ │ │ │
│ ▼ │ │
│ ┌──────────────┐ │ │
│ │ Table Opens │ ───┘ │
│ └──────────────┘ │
│ │ │
│ ▼ │
│ ┌──────────────┐ │
│ │ SMS Sent │ │
│ │ "Table Ready"│ │
│ └──────────────┘ │
│ │ │
│ ▼ │
│ ┌──────────────┐ │
│ │ Seat Guest │ │
│ └──────────────┘ │
│ │
└─────────────────────────────────────────────────────────────────┘
Waitlist Configuration
Basic Settings
┌─────────────────────────────────────────────────────────────────┐
│ WAITLIST SETTINGS │
├─────────────────────────────────────────────────────────────────┤
│ │
│ ENABLED │
│ ─────────────────────────────────────────────────────────── │
│ [✓] Enable digital waitlist │
│ [✓] Show estimated wait times │
│ [✓] Allow guest self-check-in (via QR) │
│ │
│ QUEUE SETTINGS │
│ ─────────────────────────────────────────────────────────── │
│ Maximum wait quote: [60] minutes │
│ Close waitlist when: [45] min before close │
│ Auto-remove after: [5] missed calls │
│ │
│ PARTY SIZES │
│ ─────────────────────────────────────────────────────────── │
│ Minimum party: [1] guest │
│ Maximum party: [12] guests │
│ Large party (special): [8]+ guests │
│ │
└─────────────────────────────────────────────────────────────────┘
AI Wait Time Estimation
The AI considers:
| Factor | Impact |
|---|---|
| Current occupancy | High |
| Average turn time | High |
| Party size | Medium |
| Time of day | Medium |
| Day of week | Medium |
| Historical data | Medium |
| Current orders | Low |
| Weather | Low |
Adding Guests to Waitlist
Host Stand Interface
┌─────────────────────────────────────────────────────────────────┐
│ ADD TO WAITLIST │
├─────────────────────────────────────────────────────────────────┤
│ │
│ Guest Name: [Martinez ] │
│ Phone: [(555) 234-5678 ] │
│ Party Size: [4 ▼] │
│ │
│ ESTIMATED WAIT: 15 minutes │
│ │
│ Seating Preference: │
│ [ ] Indoor [ ] Outdoor [✓] No preference │
│ │
│ Special Needs: │
│ [ ] High chair [ ] Wheelchair [ ] Booth │
│ │
│ Notes: [Birthday celebration ] │
│ │
│ [✓] Send text when table ready │
│ │
│ [Add to Waitlist] │
│ │
└─────────────────────────────────────────────────────────────────┘
Quick Add
For fast check-in:
- Tap + Add
- Enter name and party size
- Confirm phone
- Done
Managing the Waitlist
Waitlist View
┌─────────────────────────────────────────────────────────────────┐
│ WAITLIST 5 parties waiting │
├─────────────────────────────────────────────────────────────────┤
│ │
│ # Name Party Wait Est Status │
│ ─────────────────────────────────────────────────────────── │
│ 1 Martinez 4 12 min 2 min ● Ready - texted │
│ 2 Johnson 2 8 min 5 min ○ Waiting │
│ 3 Lee 6 6 min 20 min ○ Waiting │
│ 4 Williams 4 3 min 15 min ○ Waiting │
│ 5 Thompson 2 1 min 8 min ○ Waiting │
│ │
│ ● = Table ready ○ = Waiting ⚠ = Late/missing │
│ │
│ [+ Add Guest] [Call Next] │
│ │
└─────────────────────────────────────────────────────────────────┘
Waitlist Actions
| Action | When to Use |
|---|---|
| Call | Table ready, notify guest |
| Seat | Guest is ready, assign table |
| Edit | Update party info |
| Remove | Guest leaves or no-show |
| Bump Up | Priority seating needed |
| Text | Send update message |
SMS Notifications
Notification Types
| Notification | Trigger | Message |
|---|---|---|
| Added | Guest joins waitlist | "You're on the list! Est. 15 min" |
| Update | Wait time changes | "Update: Now about 10 min" |
| Ready | Table available | "Your table is ready! Please check in" |
| Reminder | No response | "Still waiting? Table ready for 5 more min" |
| Removed | No show | "We missed you. Come back anytime!" |
Message Templates
┌─────────────────────────────────────────────────────────────────┐
│ SMS TEMPLATES │
├─────────────────────────────────────────────────────────────────┤
│ │
│ ADDED TO WAITLIST │
│ ─────────────────────────────────────────────────────────── │
│ Hi [Name]! You're on the waitlist at [Restaurant]. │
│ Party of [Size]. Estimated wait: [Time] minutes. │
│ We'll text when ready! │
│ │
│ TABLE READY │
│ ─────────────────────────────────────────────────────────── │
│ [Name], your table for [Size] is ready at [Restaurant]! │
│ Please check in with the host within 5 minutes. │
│ │
│ FINAL CALL │
│ ─────────────────────────────────────────────────────────── │
│ Final call: Your table is still waiting, [Name]. │
│ Please arrive in 2 minutes or we may seat the next party. │
│ │
│ [Edit Templates] [Test SMS] │
│ │
└─────────────────────────────────────────────────────────────────┘
Priority & VIP Handling
Priority Levels
| Priority | Use Case | Wait Adjustment |
|---|---|---|
| Regular | Standard walk-ins | Normal queue |
| VIP | Loyalty members, regulars | -25% wait |
| Priority | Special circumstances | Move up queue |
| Immediate | Critical (manager only) | Next available |
Marking VIP
System auto-detects VIPs:
- Loyalty program members
- High-spend customers
- Flagged accounts
Manual VIP:
- Select guest on waitlist
- Click Mark VIP
- System adjusts position
Self-Check-In
QR Code Check-In
Enable guests to add themselves:
- Guest scans QR code at entrance
- Enters name, phone, party size
- Added to waitlist automatically
- Receives confirmation text
QR Setup
┌─────────────────────────────────────────────────────────────────┐
│ SELF-CHECK-IN │
├─────────────────────────────────────────────────────────────────┤
│ │
│ [✓] Enable QR code check-in │
│ │
│ ┌───────────────┐ │
│ │ ▓▓▓▓▓▓▓▓▓▓▓▓ │ │
│ │ ▓ ▓ │ Scan to join │
│ │ ▓ QR CODE ▓ │ our waitlist │
│ │ ▓ ▓ │ │
│ │ ▓▓▓▓▓▓▓▓▓▓▓▓ │ │
│ └───────────────┘ │
│ │
│ [Download QR] [Print Sign] [Get Link] │
│ │
│ Self-check-in URL: │
│ https://waitlist.restaurantrevolution.ai/mainstreet │
│ │
└─────────────────────────────────────────────────────────────────┘
Waitlist Display
Guest-Facing Display
Show waitlist on a TV/display:
┌─────────────────────────────────────────────────────────────────┐
│ │
│ MAIN STREET RESTAURANT │
│ │
│ Current Wait: ~15 minutes │
│ │
│ ───────────────────────────────────────────────────────────── │
│ │
│ READY NOW │
│ ● Martinez, party of 4 │
│ │
│ WAITING │
│ Johnson (2)........ 5 min │
│ Lee (6)............ 15 min │
│ Williams (4)....... 12 min │
│ │
│ ───────────────────────────────────────────────────────────── │
│ │
│ Scan to join waitlist [QR CODE] │
│ │
└─────────────────────────────────────────────────────────────────┘
Display Settings
| Setting | Options |
|---|---|
| Show names | Full, First only, Initial |
| Show wait times | Yes, Ranges, No |
| Show position | Yes, No |
| Theme | Match brand |
Waitlist Analytics
Key Metrics
┌─────────────────────────────────────────────────────────────────┐
│ WAITLIST ANALYTICS January 2026 │
├─────────────────────────────────────────────────────────────────┤
│ │
│ WAIT TIMES │
│ ─────────────────────────────────────────────────────────── │
│ Average quoted: 18 min │
│ Average actual: 16 min │
│ Quote accuracy: 89% │
│ │
│ CONVERSION │
│ ─────────────────────────────────────────────────────────── │
│ Total added: 456 │
│ Seated: 398 (87%) │
│ Removed/Left: 58 (13%) │
│ │
│ PEAK TIMES │
│ ─────────────────────────────────────────────────────────── │
│ Longest waits: Fri 7pm (32 min avg) │
│ Shortest waits: Tue 6pm (8 min avg) │
│ │
└─────────────────────────────────────────────────────────────────┘
Improving Wait Times
Based on data:
- Optimize turns - Speed table service
- Adjust reservations - Leave walk-in capacity
- Staff appropriately - More servers at peak
- Manage pacing - Kitchen coordination
Voice Commands
| Task | Say |
|---|---|
| View waitlist | "Hey Maximus, show waitlist" |
| Add to waitlist | "Hey Maximus, add Johnson, party of 4, to waitlist" |
| Check wait | "Hey Maximus, what's the current wait?" |
| Call guest | "Hey Maximus, call Martinez" |
| Next guest | "Hey Maximus, who's next on the waitlist?" |
Best Practices
Managing Expectations
- Honest estimates - Better to over-quote than under
- Regular updates - Keep guests informed
- Offer alternatives - Bar seating, outdoor
- Track accuracy - Improve predictions
Reducing Walkouts
- Quick check-in - Efficient process
- Comfortable waiting - Good area, bar access
- Accurate times - Build trust
- Communication - Proactive updates
Related Guides
- Table Management Overview - Overview
- Reservations - Booking settings
- Table Optimization - Turn efficiency