290485 Sun Oct 06 20:34:33 -0700 2002 10 27 General Chowhounding Topics 0 1576923 My place has a miniscule bar and no real room for people to wait if their reserved table isn't ready. The operation is too small to constantly soothe upset waiting guests with free drinks/apps, so I would like to book the room in 3 seatings: 2 tops get 2 hours (they typically take 1.15 hrs) and 3+ tables get 2-2.5 hrs. This isn't the best deal for the restaurant, which I know could squeeze in more seatings than this, but I am not willing to hurry people or deal with the fallout of not honoring reservations - after much thought, this seems to be the only solution. However, I can't help but think people will see this as a scheme for the restaurant to turn tables faster and I'll end up offending people. What is your opinion of this proposed policy? I know my tables turn faster in general than the time I would be giving them under this policy, but there are always a few tables that throw a monkey wrench into my seating plan by lingering and I can't deal anymore with the stress of waiting guests! My place is a casual neighborhood bistro that is very popular; the food comes out quickly and the service is fast; it's not like people don't have enough time for the whole production of a good meal. I had to start taking reservations - which doesn't really fit with the casual neighborhood vibe of the place, anyway - because the wait for a table was a nightmare and there was nowhere for people to wait besides out in the street! I would appreciate any and all comments. Sun Oct 06 20:34:33 -0700 2002 0 fullycommitted 1 1576930 IMHO every nite is different, every customer is different. What you are doing sounds very good for you. We have a very similar situation, but NO BAR, nowhere to wait... We space our reservations generously with plenty of time... if things are going well, we fill in with walk-ins. If the door gets a little backed up (the most anyone has waited is 10-15 minutes, I break out a bottle of wine and offer half pours... One of my wine vendors covers me and brings in a sample bottle... I've NEVER had a complaint and we are a very busy neighborhood bistro as you describe. Good Luck! Never forget the secret ingredient: Love for what you do! Love for the guest! Love for the Food! God Speed! Sun Oct 06 23:34:43 -0700 2002 1576923 0 Sage 2 1576937 Just out of curiousity, is the "Sage" in your email address from "Sage" in Boston? (Love that place!) Mon Oct 07 09:40:51 -0700 2002 1576930 0 galleygirl 3 1576992 no not in Boston. We are in the west. Mon Oct 07 16:19:10 -0700 2002 1576937 0 Sage 1 1576934 You must get a lot of regulars. Are you getting to know which of your regulars like to linger? You can always plan around those particular people in terms of the timing for the subsequent reservation. You could also try talking with people ahead of time on the phone when they call in for reservations. Or over a free glass of wine while they are waiting for their mains, chat with them about your idea and the reasons behind it. That may move lingers along, especially when they live in the neighborhood and figure to be regulars and won't want to find themselves having to wait for their own table the next time around. I think most people, if they are given the straight story and aren't being blindsided at the last minute, will be very reasonable about your policy. Finally, if they really like to linger, just tell them if they will take the last seating you will be glad to accommodate them. Mon Oct 07 09:20:25 -0700 2002 1576923 0 WLA 1 1576961 It sounds like you either need a NO reservations policy in which case no one has a right to get mad, but the place will be a zoo, or a reservations ONLY policy where you can manage it. Presumably you saw problems with the zoo since your customers didn't mind waiting. In reservations only play with your spacing until you meet your goal of full tables vs. waiting guests. One night a month, one night a quarter there will be guests who have to wait is a goal you can measure. So is no table empty for more then 20 minutes three weekend nights in a row. Just remember there will be some nights where guests are going to wait no matter what you do (if you don't believe me take a statistics course at a local college). If you have half your tables empty for 45 consecutive minutes every night, even if you're getting three turns, you'll send the message that you're not busy and there is no demand for your service. So use the small bar to smooth the flow on those 3 and 4 standard deviation nights. Of course you have done the financials on your plan? The advantage of reservations only (walk-ins if you're empty) is you can project fairly accurately what will happen. It can be very different from the zoo model as people will behave differently in the quieter ambience of your managed flow, and you get fewer tables, then the chaos of controlled anarchy you're trying to change. I'm not lecturing, just checking, as it has been my experience that basic business skills and great places are not always positively correlated. Mon Oct 07 12:43:17 -0700 2002 1576923 0 muD 2 1576966 Great insight on everything, thanks for taking the time to respond. Thanks for your thorough message, muD. My CPA hated my idea. I guess I have a fear of the door, it was never my strong point/where I come from. Seeing a gang of people rush the podium still freaks me out. Thank god I have a sassy hostess to hide behind. I guess I'll keep up what I'm doing and just deal. Sage - love is the secret ingredient, isn't it! Mon Oct 07 13:27:02 -0700 2002 1576961 0 fullycommitted 3 1576994 It took me a long time to learn the finer points of the door. Just relax, act confident, and concentrate! In a small place, the door can be harder, not as much "play". When I managed a restaurant that sat 350, we always had tables turning. Now with just 20 tables (80 seats)it can be difficult if we just sat every table in the last 30 minutes.... A good sense of humor and great listening skills are a must to work the door! You'll get it, don't worry. Best of luck. Mon Oct 07 16:29:47 -0700 2002 1576966 0 Sage 3 1577015 And one other point from a customer's POV: You are clearly sensitive to the feelings of your customers -- please try to convey that sensitivity to your staff. It isn't important to me that I'm offered a glass of wine after waiting for a few minutes, but it does matter that the staff not make me feel like an interloper for showing up on time for a reservation. A smile and a sincere apology by the host(ess) means a lot. Mon Oct 07 19:01:54 -0700 2002 1576966 0 Dave Feldman 4 1577038 Well said. One should never forget that the front door sets the tone for the evening. Dining should be a fun, enjoyable and relaxing time. Friendly, accomodating and honestly nice door staff is a must. Make guests feel welcome and appreciated and it will set the tone for a pleasant evening and hopefully many return trips. Side note: if the door staff is inept, the wait staff probably isn't any better...a well mamaged restaurant should provide a seamless dining experience from the "greet" to the "goodnite". Mon Oct 07 21:40:13 -0700 2002 1577015 0 Sage 3 1577068 I'm just glad you found my advise to be useful. I can go on forever about business strategies, but your people (and how you train them) are as important if not more so then your food in my opinion. Tue Oct 08 11:32:22 -0700 2002 1576966 0 muD