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Last updated on 2024年9月23日

How do you measure and analyze your waitlist performance and identify areas for improvement?

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Managing your restaurant waitlist is crucial for delivering a great customer experience and optimizing your revenue. But how do you know if your waitlist system is working well and where you can improve it? In this article, we'll show you how to measure and analyze your waitlist performance and identify areas for improvement using some key metrics and best practices.

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Jimmy Chen

CEO at AOVISS | one-stop bakery and kitchen equipment manufacturers. Offering Specialized Spiral Mixers, Deep Fryers…

1 Wait time accuracy

One of the most important metrics to track is how accurate your wait time estimates are. Customers hate waiting longer than expected, and it can damage your reputation and loyalty. To measure your wait time accuracy, you need to compare the actual wait time with the quoted wait time for each party on your waitlist. You can use a simple formula to calculate the percentage of accuracy: (quoted wait time - actual wait time) / quoted wait time x 100. The higher the percentage, the better your accuracy. You should aim for at least 80% accuracy, and monitor any trends or fluctuations over time.

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Adrián Ameixeiras

Superpoderes para restaurantes ?? Empoderamos a líderes de restaurantes para que innoven y gestionen mejor.
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?Se ha preguntado cómo medir y mejorar el rendimiento de su lista de espera? Con más de 20 aperturas de restaurantes en mi espalda, la lista de espera se que puede ser un dolor de cabeza, pero aquí unos consejos: Tiempo de espera promedio: ?Están esperando demasiado? Puede estar perdiendo ventas. Tasa de abandono: Si es alta, algo está mal. Comentarios de clientes: Las opiniones revelan áreas de mejora. Actualización de la lista: Mantener informados a los clientes reduce frustraciones. Uso de tecnología: Aplicaciones pueden optimizar el proceso. Esto es muy clave. No quieres tener que lidiar con tonterías estando lleno. áreas a mejorar: Capacitación del personal Comunicación clara Ofrecer incentivos (muy clave)

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Maverick A. Young (Mav), M.
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Accurate wait time estimates are crucial for managing customer expectations and maintaining a positive dining experience. I'd add that transparency is key. If there are unexpected delays, proactively communicate with guests and offer them options like complimentary appetizers or drinks. It's also important to analyze data regularly to identify patterns and improve accuracy. Are there specific times or days when wait times tend to be longer? Are certain dishes causing bottlenecks in the kitchen? These insights can help you optimize your operations and provide more realistic estimates.

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2 Waitlist turnover

Another metric to monitor is how fast you can seat the parties on your waitlist. This reflects how well you manage your table availability and occupancy, and how efficient your service is. To measure your waitlist turnover, you need to divide the number of parties seated by the number of parties on the waitlist during a given period. For example, if you seat 20 parties out of 30 on your waitlist in an hour, your turnover rate is 67%. The higher the rate, the faster your turnover. You should aim for at least 50% turnover, and look for ways to increase it by reducing table dwell time, optimizing table size and layout, and streamlining your operations.

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Jimmy Chen

CEO at AOVISS | one-stop bakery and kitchen equipment manufacturers. Offering Specialized Spiral Mixers, Deep Fryers, Ice Cream Machines to all bakeries and restaurants. Looking for distributors all over the world
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Improving Turnover Rate: Reducing Table Dwell Time: One of the key strategies to improve turnover is to reduce table dwell time without compromising the dining experience. Training staff to be attentive but not intrusive, ensuring quick service, and streamlining the billing process can help achieve this. Optimizing Table Size and Layout: Adjusting table sizes and layouts to accommodate different party sizes more efficiently can help reduce wait times. For instance, having a flexible seating arrangement that can be quickly reconfigured based on the party sizes on the waitlist can improve turnover.

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Adrian Alatriste Mendoza

Reconfiguró Restaurantes en Negocios Gastronómicos Rentables mediante Capacitaciones Eficientes. Catedrático nivel MBA de Excelencia Académica Certificado en Inteligencia Artificial (AI Business)
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Siempre es importante calcular la rotación de mesas-o en su caso asientos-, ya que la unidad productiva de un restaurante es la mesa, la cual esta relacionada directamente con el cheque promedio. A mayor cheque promedio tiene a haber menos rotación, ya que el comensal sigue consumiendo mientras esta sentado.

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3 Waitlist abandonment

A third metric to track is how many parties leave your waitlist before being seated. This indicates how satisfied your customers are with your waitlist system, and how much potential revenue you are losing. To measure your waitlist abandonment, you need to divide the number of parties that leave your waitlist by the number of parties that join your waitlist during a given period. For example, if 10 parties leave your waitlist out of 50 that join it in an hour, your abandonment rate is 20%. The lower the rate, the better your retention. You should aim for less than 10% abandonment, and try to reduce it by improving your wait time accuracy, communication, and amenities.

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Jimmy Chen

CEO at AOVISS | one-stop bakery and kitchen equipment manufacturers. Offering Specialized Spiral Mixers, Deep Fryers, Ice Cream Machines to all bakeries and restaurants. Looking for distributors all over the world
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Improving Wait Time Accuracy: One of the primary reasons for waitlist abandonment is inaccurate wait time estimates. Providing realistic and accurate wait times can significantly reduce abandonment rates. Use data and historical trends to make precise predictions and communicate these clearly to customers. Effective Communication: Keeping customers informed about their wait status is essential. Implementing systems that send text updates or using digital boards displaying waitlist status can keep guests engaged and less likely to leave.

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4 Customer feedback

A fourth metric to collect is how your customers feel about your waitlist system. This can help you understand their expectations, preferences, and pain points, and how you can improve their experience. To collect customer feedback, you can use different methods, such as surveys, reviews, ratings, or comments. You should ask specific questions about your wait time estimates, communication, service, and overall satisfaction. You should also analyze the feedback to identify any common themes, complaints, or compliments, and use them to guide your improvement actions.

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Adrian Alatriste Mendoza

Reconfiguró Restaurantes en Negocios Gastronómicos Rentables mediante Capacitaciones Eficientes. Catedrático nivel MBA de Excelencia Académica Certificado en Inteligencia Artificial (AI Business)
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Es de vital importancia establecer un estandar de tiempo por comensal, y tratar de respetarlo. Si le comentas al cliente que en 15 minutos estara disponible su mesa, es necesario ajustar la logistica del servicio de tus meseros y los tiempos de preparacion de platillos a dicho estandar. si no lo realizas surge insatisfacción del comensal

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5 Waitlist analytics

A fifth metric to use is how your waitlist performance affects your overall business performance. This can help you evaluate the impact of your waitlist system on your sales, profits, and growth. To use waitlist analytics, you need to link your waitlist data with your point-of-sale (POS) data, and use tools or software to generate reports and insights. You should look for correlations or patterns between your waitlist metrics and your key performance indicators (KPIs), such as average check size, table revenue, customer retention, and return rate. You should also use benchmarks or goals to measure your progress and performance.

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6 Improvement actions

A sixth metric to implement is how you use your waitlist data and feedback to improve your waitlist system and customer experience. This can help you optimize your waitlist performance and achieve your business objectives. To implement improvement actions, you need to prioritize the areas that need the most attention, and set specific, measurable, achievable, relevant, and timely (SMART) goals. You should also test different strategies or solutions, such as using a digital waitlist app, training your staff, or offering incentives or rewards. You should also monitor the results and outcomes of your actions, and adjust them as needed.

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Adrian Alatriste Mendoza

Reconfiguró Restaurantes en Negocios Gastronómicos Rentables mediante Capacitaciones Eficientes. Catedrático nivel MBA de Excelencia Académica Certificado en Inteligencia Artificial (AI Business)
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En primer lugar es necesario establecer un protocolo de servicio a la mesa enfocado en la calidad del servicio, en segundo lugar establecer tiempos de servicio minimos para cada etapa de protocolo, en tercero tomar en cuenta el tiempo de elaboración de los platillos en concina, sobre todo los mas populares y con mejor margen de utilidad.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you measure and analyze your waitlist performance and identify areas for improvement?

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1 Wait time accuracy

2 Waitlist turnover

3 Waitlist abandonment

4 Customer feedback

5 Waitlist analytics

6 Improvement actions

7 Here’s what else to consider

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