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Get started with Resqueue

Youri Teijema
Edited:

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If your restaurant regularly has to deal with spontaneous guests and fully booked shifts, then ResQueue is the perfect solution! ResQueue creates a virtual queue for walk-ins, allowing you to quickly and automatically accommodate these guests during busy times. With this virtual queue, your guests can spend their time in a fun way while waiting and you ensure effortless occupancy and a smooth flow of guests.

How does ResQueue work?

Depending on the preferred approach, there are two ways you can work with ResQueue:

  1. An employee places the guests at their assigned table.
    In this manner, an employee always receives guests when it is their turn in the queue to place them at the table.
  2. The guest does everything autonomously.
    You allow your guests to find their own table and check themselves in. They can take a seat at their table and complete the check-in process using a QR code placed on the table.

These are the steps the guest goes through:

  1. The guest registers in the queue.
  2. There is a free table! The guests receives a text message
  3. The guest arrives and is seated at the table.
  4. The guest leaves.

Below we list the different steps of how a guest registers, arrives and eventually leaves.

Step1 : The guest registers in the queue

The initial stage involves registration, requiring every customer to provide their phone number. This also guarantees an expanded customer base. There are 3 different ways to register a guest: 

  • Register the customer to the queue.
  • Let the guest register themselves via a QR code.
  • Have the guest register via the reservation flow.

Click here to read more about how to register a guest on the queue.

After registration, the guests receives a text message containing a link where they can track the status of their position in the queue.

SMS_bevestig_in_queue__EN__bewerkt.png    Status_link_EN.jpg

Step 2: There is a free table!

A table has become available so it's time for the next person in line to go to the restaurant.

As soon as a table is available, the guest receives a text message:

SMS_tafel_is_vrij__EN__bewerkt.png  Status_link_2_EN.png

This text message can be automatically sent to the next person in the queue or you can send it manually by clicking the status of the reservation in your Resengo.

After receiving the text message, your guests can either click the link to confirm their arrival or click on a link to inform the restaurant that they won't be attending.

Step 3: The guest arrives and is seated

When your guest arrives at your business, an employee changes the status in Resengo to at the table and guides them to the right table.

If you choose to let the guest self check-in to their table, they will have to walk to their table themselves. They can find their table number via their status link.

On their table they scan the QR code to check-in. After check-in, the reservation will go to the status at the table in Resengo.

You can find this QR code in your table settings. You print this for every table.

2023-05-26_12_26_29-Settings.png

Step 4: The guest leaves

After the guests have checked out, the employee who made the reservation payment for the table updates the status on Resengo to Left, ensuring that the subsequent guests in the queue receive a message.

If they use ResQueue as self-servicable, customers can rescan the QR code to check out by themselves. This action will update the reservation status to Left, and the subsequent guests in the queue will be notified accordingly.

Do you have a link with Resengo and your POS system? Then the reservation's status will automatically change to Left after checkout in the register.

How to work with ResQueue in your Resengo

You can follow up the queue in your Resengo through different statuses. You can see these statuses next to the reservations in your Resengo Table Plan, Timeline or Reservation list.

All queue statuses are indicated by three dots. 

Icon Status
Icon_in_the_queue.png The reservation is in the queue.
It's this group's turn now. If you manually move your reservations from the waiting list, click this to send the text message.
Icon An SMS has been sent to the guests asking them to confirm or cancel the reservation.
The reservation has been confirmed and the guest is on their way!
The guest has canceled the reservation through the status link.
The guest didn't click confirm or cancel or they have not been seated in the restaurant. This counts as a No-show.
Icon_-_Wrong_number.png The entered number is not valid and no SMS has been sent.

 

Attention

When you manually remove a group from the queue, its status will briefly appear as at the table until the SMS has actually been sent. Afterwards comes the Icon icon will appear.

Change

Tips & tricks for using ResQueue optimally

Let your guests register themselves in the waiting list

Save time for you and your staff and ensure yourself that the data has been entered correctly.  Place the QR code for registering prominently inside or outside your business and refer your guests to this place.

Give your guests a short explanation or write it down somewhere close to where they register in the queue.

Explain to your guests that after they register, they will receive a text message with a link where they can track their status in the queue. Also let them know that when they get a text message they have to be at the restaurant within a certain amount of time.

Properly update the statuses of your reservations

The faster a reservation is set to the status Left, the less time your other guests have to wait in the queue. When a reservation's status is set to Left, a guest in the queue immediately receives a message that there is a table for them. Putting your reservations to at the table is also crucial so that they are not canceled automatically after the set time.

A few common questions

Can a guest see his position in the queue?

The guest can always see their position in the queue via the status link they receive in their SMS after registering on the waiting list.

Can a guest cancel their queue registration?

The guest can always cancel their registration while they are in the queue. This can be done via the status link they receive in their SMS after registering on the waiting list.

When it is their turn, they can also release the table via this link and thus cancel their reservation.

My customer does not have a (valid) mobile phone number, can I also send an email to steer?

This is not possible, each guest in the queue must have a valid cell phone number.

Can I use WhatsApp instead of SMS?

No, that is currently not possible.

Is it possible to send all text messages yourself?

Yes! In your opening hours, don't check guests must be automatically notified when space is available. You will only send a message when you click on the status of a reservation.

My guest entered an invalid number. Now what?

When a guest submits an invalid number, the status of this reservation will inform you immediately. The reservation gets a red error status Icon_-_Wrong_number.png so you know something went wrong. You can then update the reservation to change the number to a correct phone number.

I don't want reservations in the waiting list to be automatically cancelled. Is this possible?

That is possible! To do this, set the setting Cancel after in your series to 999.

You can find this via Icon > Restaurant > Opening hours (series) or in the new admin via Icon > Tables > Opening hours (series).

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