Imagine a busy Friday night: your restaurant is fully booked, the kitchen is working non-stop to serve guests and you realise two different groups have been assigned the same table.
You’re not alone – handling unexpected situations can be a challenge, even for the most seasoned hospitality professionals.
In this blog post, we'll discuss six common reservation challenges and practical ways to overcome them. These solutions will help you manage busy times and ensure your guests have a smooth dining experience.
1. Overbookings
Have you had those moments when it seemed like everyone arrived at your restaurant at once? This often happens due to overbookings.
Overbookings occur when you've accepted more reservations than your restaurant can comfortably accommodate. This can lead to crowded dining areas, extended wait times, and frustrated diners.
Solution: Invest in a reliable reservation system like Quandoo for Restaurants that makes it easy to maintain table availability in real time. This prevents you from accepting more reservations than your restaurant can handle.
You can also set how long each booking can last based on your restaurant's capacity and peak times. Avoid overcommitting during busy periods to maintain service quality.
For example, you can use our Dining Duration option and specify a default amount of time guests can occupy a table. Setting accurate booking limits will allow you to efficiently turn tables and make the most out of your space.
2. No-shows
You prepared for a fully booked restaurant, only to find several reserved tables sitting empty. Disappointing, isn’t it?
No-shows can throw off your plans, leaving tables empty and potential revenue lost.
Solution: Confirm reservations a day in advance through phone calls, text messages, or email. This proactive reminder encourages guests to honour their reservations or inform you of any changes.
3. Double bookings
Double booking happens when two different parties are assigned to the same table at the same time. For example, a family celebrating a birthday and a group of colleagues expecting a business dinner are both scheduled for the same table at 7 pm.
What follows is confusion among guests and potential delays in seating.
Solution: Use a reservation system that accurately shows you which tables are available, making sure no table gets double-booked. Manage your reservations from a unified platform to stay in control of seating and avoid scheduling mix-ups that could disrupt service.
4. Managing walk-ins
When guests arrive without a reservation, it can be hard to seat them quickly. Whether it's spontaneous diners or those unable to secure a booking, ensuring a smooth dining flow and maximising seating capacity without overbooking is crucial.
Solution: Designate specific tables or areas for walk-ins to ensure they are seated without disrupting reserved seating arrangements.
It’s a good idea to add walk-in guests to your reservation system to streamline seating arrangements and maintain an accurate overview of table availability.
Quandoo for Restaurants lets you add walk-ins in less than 10 seconds. While adding, you can see which tables are already taken, helping you seat walk-ins without overbooking or causing delays for others with reservations.
5. Accommodating special requests
Special requests from guests can make running a restaurant more complicated. These requests might involve dietary needs, allergies or where guests want to sit.
How do you handle these requests while keeping things running smoothly and making sure every guest has a great dining experience?
Solution: Use a reservation system that lets you note special requests. Remind your staff to check these notes before guests arrive. This helps you meet requests accurately, making guests feel important right from the start.
For example, here’s what our reservation notes feature looks like. It’s a simple way to keep track of guest preferences and special requests, ensuring a personalised dining experience every time.
Make sure you train your staff to talk openly with guests about what you can do and be honest about what might not be possible. Offer alternatives or suggestions when you can’t meet a specific request. This helps manage expectations and avoid miscommunication.
6. Poor guest communication
Good communication is key to a smooth dining experience. It helps guests understand reservation details, wait times, and any special instructions, making them feel valued and improving their overall experience.
On the flip side, poor communication — like giving confusing or incomplete information, delayed responses, or inconsistent details — can lead to confusion, frustration, and a bad impression of your restaurant.
Solution: Send detailed reservation confirmations via email or text, including the date, time, and any special request notes.
Keep guests updated about their reservation status. If there are any changes or delays, let them know promptly through their preferred communication method.
Train your staff to communicate clearly and politely with guests, both in person and over the phone. They should provide accurate information about wait times, menu options, and any special events or offers.
Conclusion
Handling reservation challenges is key to keeping your guests happy and ensuring your restaurant runs smoothly. Each challenge needs practical solutions and proactive strategies.
Managing reservations effectively will ensure your guests leave with a positive impression, eager to return for another memorable dining experience.
