Frequently Asked Questions
As we hear your questions, we'll post them here, along with the answers. If you have a question you don't see answered on this page or elsewhere on the site, please contact us at info@Queuent.com.
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What happens if a guest doesn't have a mobile phone? |
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If the guest doesn't want to provide a mobile phone number or doesn't own a mobile phone, no problem. First, the receptionist enters all the usual guest and party information (size, seating preference, etc.)—with the exception of the mobile phone number—into the Wait List Manager. Then the guest is invited to wait in your less-crowded and more convenient wait area and asked to check back in within the quoted wait time. When the guest checks with the receptionist again, the receptionist can, at-a-glance, see the guest's information, the time the guest checked in and the quoted wait time. If a table is ready for the guest, the receptionist seats the guest.
Guests who do not own mobile phones are rare—and becoming rarer. In 2005, nearly 70 percent of the US population own mobile phones, and that percentage is expected to grow to 75 percent in 2006, with some metropolitan areas exceeding 90 percent. This means that in a party of four people, there is a better than 98 percent chance that someone has a phone. Furthermore, the chance someone won't have a mobile phone these days is almost zero if you consider the types of people who come to your restaurant. Most people who live in metropolitan areas and dine out frequently will most certainly have and be comfortable using a mobile phone. |
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Will customers leave instead of going to the bar area? |
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Customers who want to relax in your bar area will do so no matter how they are notified that their tables are ready. The question is: how can you attract those customers who don't want to wait in the crowded bar area? From a recent study, customers waiting in the bar area are more likely to notice their own mobile phone’s ring tone or vibration than one of those clunky flashing pagers or a distorted call over the intercom system. |
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What's the cost to me? |
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You'll have a low initial investment for the PC, monitor and software. After that, you will be charged for usage only when you use our service to call people to tell them their tables are ready. This way if you have a slow seasonal month and rarely go on a wait, then you’ll have very low or no usage. This helps you spread out your expenses and reduce your capital investment. |
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What if I already have a system to notify my guests that their table is ready why should I consider installing the Queuent system? |
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Installing the Queuent Wait List Manager system will improve your bottom line by adding parties to your wait list that would normally turn away at the host desk due to long wait times. Studies have shown that the flexibility guests enjoy by using the Queuent system translates into more business for your restaurant. Guests are more willing to wait and wait longer if they are not confined to the lobby or bar and are given the flexibility to leave the restaurant without worrying about loosing their place on the wait list. |
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Will you or the restaurant sell the phone numbers? |
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ABSOLUTELY NOT. Guests provide you with all sorts of personal information (credit cards, birthdays, etc.) and trust that you will not abuse this information. A guest’s mobile phone number is no different. If you want your guests to feel comfortable while they wait, they must trust that you will not abuse their mobile phone number by selling it to a third party or using it yourself.
All phone numbers are removed from the system as soon as guests are seated or deleted from the wait list. |
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How does the Queuent System work? |
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The Queuent System enables you to call and interact with your guests via their mobile phones when their table is available with a tough of a button. The system temporarily stores guests' mobile phone numbers while they wait. When a table becomes available, guests receive a call from the system notifying them that a table is ready. Guests then confirm, delay, or cancel that they still plan to come to your restaurant. Here's an example scenario: |
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Your greeter enters the party's name, the number of people, the seating preference, and a mobile phone number into the Wait List Manager (WLM). |
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The party waits nearby or leaves the restaurant altogether, perhaps to run errands or do some shopping at a nearby mall. |
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When a table becomes available, the greeter notifies WLM to call the party. Guests hear your customized voice message, such as: "Hello, this is P. F. Chang’s. Your table is available. Press '1' to confirm that you will be dining with us; press '2' if you need an additional 15 minutes; press '3' if you've decided not to dine with us." |
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When a table beomes available, the greeter notifies WLM to place the call. Guests hear your customized voice message, such as: "Hello, this is John's Restaurant. Your table is available. Press '1' to confirm that you will be dining with us; press '2' if you need an additional 15 minutes; press '3' if you've decided not to dine with us." |
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After the guests are seated, their phone numbers are deleted, ensuring your guests' privacy. | |
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Why should I have a system make the calls when I could just call the guests myself? |
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Having a greeter call waiting guests on their mobile phones becomes a complex problem as the wait list grows. If the wait is 30 minutes long and you’ve got 15 parties on your wait list, the greeter will be making a call to a guest every 2 minutes on average. If your greeters are responsible for placing the calls: |
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They must call all individual guests. |
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As they reach each guest, they must speak with the guest and answer any questions. |
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If they do not reach guests, they must leave a voice mail. |
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They must keep track of which guests confirmed, which guests got voice-mail messages, and which guests could not be reached. |
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They must retry any guests they were unable to reach or communicate with during the first call. |
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They must greet new guests who want to be added to the wait list and seat guests whose tables are available. |
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Finally, they must manage guests who were called but were late, so another party was seated at their table. | Queuent's Wait List Manager automates this entire process for you. |
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What if something happens to the greeter's console-a drink spills on it or it breaks? |
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Queuent has developed the greeter's console based on other reliable point-of-sale terminals. However, should something happen, you can still view the guest list through Queuent management console via another computer. The restaurant manager simply logs on to the Queuent System Administration Web page (for example, from the restaurant's office computer), prints the existing wait list, and calls the guests manually. The guests' phone numbers are exposed in the event of a failure with the greeter's console. |
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What happens if the Internet connection is dropped? |
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If the Internet connection to the restaurant is lost, then contact Queuent’s support center and a fax of your current wait list and any reservations you have in the system will be faxed to you immediately. |
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How is the system set up and managed by the restaurant? |
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You or your restaurant manager are given password-protected access to an administration site where you can set up the voice greeting, create any text messages, activate or deactivate the system, and see statistics about your restaurant's wait. |
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What do I need to run the Queuent System? |
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You or Queuent will need to provide: A small Windows-based PC system with a 15-inch flat-panel, touch-screen monitor You’ll provide: A stable power supply for the PC and monitor and access to a continuous Internet connection. |
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