8 Ways to Improve the Guest Wait Experience in Your Restaurant

Creating a comfortable and convenient waiting environment helps guests forget about the time and enjoy a sampling of what your restaurant has to offer.

Nearly three-quarters of survey respondents (68 percent) say they don’t like to wait more than 30 minutes for their restaurant food, according to “The Restaurant of the Future: A Vision Evolves,” a 2021 report from business consulting and services firm Deloitte.

Unfortunately, however, guests who wish to dine inside at popular restaurants may sometimes have to wait for a table, whether it’s for ten or 15 minutes or even up to an hour. That doesn’t mean the wait must be an unpleasant experience, though.

“The waiting area is an often overlooked chance to provide exemplary hospitality,” according to ZIPHACCP, a food safety and task management app provider. “When a guest is waiting for a table, they are dedicated to eating at the restaurant. Their wait time should be as comfortable as possible.”

If you’re looking for ways to make guests’ wait at your restaurant fly by, read on for eight tips on improving the guest wait experience.

1. Provide comfortable seating

Nobody likes to wait, especially if they have to stand, so comfortable seating goes a long way toward making the wait as painless as possible. Offer comfortable and abundant seating that allows guests at least a bit of personal space.

“Try upgrading the seating in your entryway or building an outside lounge with comfortable couches and chairs,” suggests restaurant technology platform Mad Mobile.

2. Offer free Wi-Fi

In our multi-task society, people like to stay busy, follow social media or even catch up on some work while they’re waiting. Providing free Wi-Fi to restaurant guests allows them to get on their laptops or other mobile devices to pass the time until a table is free.

3. Entertain with TVs

Another way to entertain guests while they wait is to have at least one TV in the waiting area in addition to TVs in the bar. Not everyone has the same tastes, so in addition to sports and news, don’t forget to feature music, home improvement and other channels, too.

4. Offer free samples

Give your guests a taste of what’s to come with free bite-size appetizers, desserts and other items from the menu. Not only will they appreciate a bit of food to quell their cravings while they wait, but they may also like the samples so much that they order a few once they’re seated.

5. Take drink orders

Have the hostess or another staff member take drink orders from customers in the waiting area, suggests Toast. Even the antsiest customers can resist boredom or frustration if they’re able to enjoy some refreshments while they wait.

6. Self-serve water, coffee and tea

Does your restaurant serve breakfast? Have a pot of fresh coffee, sweeteners, creamers, teas, and cups available for guests eager to get their caffeine fix while they wait. And don’t forget, the dinner crowd has its own share of coffee drinkers, too. Also, provide a large water container and glasses or cups for thirsty guests to enjoy while they wait.

7. Keep kids entertained

“Parents are more inclined to walk away if they have to keep their children entertained during long waits,” says Mad Mobile. So, make sure your restaurant’s Wi-Fi connection is strong and fast enough to support streaming videos and games that kids can play while they wait.

“Toys are another easy solution to occupy your young guests,” says Mad Mobile. “Crayons and coloring books are inexpensive but provide hours of fun with relatively little clean-up on your end.”

8. Allow guests to leave the area

Mad Mobile suggests investing in a waitlist management system that lets your host or hostess communicate on guests’ smartphones when a table is ready. That way, guests can shop at nearby stores or even take a short walk while they wait.

“Not only does this tactic give your patrons more flexibility in where they choose to wait, but also clears the waiting area to make more room for incoming guests,” says Mad Mobile.