In this article, you will find all the necessary information to set up and use the Zenchef waitlist feature, which allows you to easily replace cancelled reservations, optimizing the occupancy of your restaurant.
Summary
- Setting up the waitlist
- Using the waitlist
- The automated availability notification feature
- Common Issues & FAQ
What you need to know
The waitlist allows you to quickly confirm a new reservation in the event of a cancellation. Waitlisted reservations are displayed in your Reservation List but are not counted in the available cover stock.
The waitlist feature is included in the Manage and Grow plans. The waitlist can be configured in the web app or the iOS mobile app. (If you need to update your Guest Notifications settings, please do that from the web app.)
1. Setting up the waitlist
The waitlist is always available for new reservations that you enter manually. If you want guests (within limits) to be able to add themselves to the waitlist when you're full, follow these steps:
Click on the service you want to enable the waitlist for, and choose Edit.
Go to the Online Automation tab (the third tab of the Service).
Scroll down to the Availabilities section and toggle on Waitlist.
Set the number of covers that can be added to the waitlist. You can limit this number by reservation, by the total for the service, and by arrival time slot.
If you wish to automatically inform waitlisted guests that a table has opened up, toggle on Automated availability notification, and select when to dispatch these notifications. (See part 3 below for much more information on this feature.)
Click Save & Close at the bottom.
2. Using the waitlist
Add a manual reservation to the waitlist status.
From your reservation page, you can manually add a reservation to the waitlist.
Start by entering the reservation as usual, then scroll down to Temporary status and click Waitlist.
Then click Save.
The guest will receive an email or SMS (as configured in Settings > Guest Notifications) confirming their addition to the waitlist.
Managing a reservation on the waitlist
From your reservation page, waitlisted reservations are clearly marked with a Waiting list status. You can also set a filter to show you only this type of Pending reservation.
If you wish to confirm a waitlisted reservation, click its status and choose Confirmed.
The guest will receive an email or SMS (as configured in Settings > Guest Notifications) confirming their reservation.
3. The automated availability notification feature
To make cancellation management easier and maximize your bookings, Zenchef now offers automated availability notification, which informs guests on the waitlist when a timeslot becomes available.
How it works
To enable this feature, go to Settings > Reserve > Operations > Schedule. Click to Edit the relevant service.
Go to the Online Automation tab (the third tab) and scroll down to the Availabilities section.
Make sure Waitlist is enabled.
Under Waitlist, toggle on Automated availability notification.
Set a Notification delay: immediate, 5 minutes, 10 minutes, or 15 minutes after the slot is released.
When a table opens up after an online cancellation or manual change (and once the delay period has passed), waitlisted guests are automatically notified by email or SMS. This is configured in Settings > Guest Notifications > New availability following a cancellation. Make sure either email or SMS is selected.
However, notifications are not sent if a time slot opens up within the late access time frame you've defined (on the same service settings tab, in Availabilities - Limit late access to online reservations), or if there is less than an hour left before the start of the service or reservation.
Be sure to click Save & Close so your service change takes effect.
Why activate this feature?
Optimized occupancy: Reduce empty seats and maximize your bookings.
Improved guest experience: Guests receive the information quickly and can book immediately.
Time-saving: No need to manually contact each guest when time slots become available.
4. Common Issues & FAQ
Common Issues
The waitlist is not available to my guests / notifications aren't sent — Make sure the waitlist feature is included in your subscription plan and that you've configured both your service and guest notification settings. Sometimes emails may end up in the guest's Spam or Promotions folder.
I need to remove a guest from the waitlist — Simply click on the status of your guest’s reservation, then select the Cancelled status.
FAQ
Do new reservations from waitlisted clients get automatically confirmed? — Yes, they get automatically confirmed if you have your service settings set to Automated confirmation. (On the other hand, if all of your confirmations are manual, then these reservations will also need manual confirmation.) Note that if you require a credit card hold then their reservation will be pending until the guest complies.
What happens if a guest receives an Automated availability notification within the permitted time frame to book but they don't click on it until it's "too late" (the table is gone or it's considered late access)? — Their link will still work but they won't be able to book, instead seeing that "no table is available at the moment". They have the option to withdraw from the list at that point.