A casual dining room in Lahore
Replacing the paper book and the walk-in guesswork with one reservation board and a WhatsApp waitlist.
The challenge
Reservations lived in two places that did not talk to each other: a paper book at the host stand and a WhatsApp thread on somebody’s phone. Whoever was holding the phone knew things the book did not. Walk-ins were quoted a wait from memory, which meant the quote was optimistic early in the evening and wrong later.
What we did
Reservations moved onto Seated RMS, with a live floor plan the whole team can see rather than a book only the host can read. Confirmations go out from the board itself, so a booking is confirmed without anyone retyping a message. Walk-ins go onto a WhatsApp waitlist that sends a table-ready alert.
What changes
The book is now one screen the floor, the host stand and the kitchen are all reading from, and it is the same screen at eight o’clock as it is at eleven. Walk-ins get a quoted wait and a message when the table is ready, instead of standing where they can be seen.