The importance of waiting experience in the hospitality industry: make waiting fun

In the hospitality industry, waiting is inevitable. Whether it's a table that's not available or a dish that takes a little longer, waiting is part of it. But instead of seeing this as a disadvantage, you can turn waiting into a positive experience. How your guests experience the waiting time largely determines how they remember your business. By cleverly playing into the feeling of waiting, you can increase satisfaction and even boost sales. In this blog, we share three practical examples of how you can approach this.

Create expectations and be transparent

Nothing is more frustrating for a guest than uncertainty about the waiting time. By communicating honestly about how long it will take for an order to be ready, you prevent irritation and give guests the space to make a choice. You can do this by, for example, having your staff give a realistic time indication or by using a screen that shows orders and waiting times. Transparency gives guests control over their time and ensures that they accept the wait without it being experienced as negative.

Make waiting fun and enjoyable

Give your guests something to do while they wait. Think of an amuse-bouche, a small snack on the house or a drink that is already served. This ensures that the waiting time does not feel like "lost time", but as part of the experience. A good example is offering a bread board or an amuse while waiting for the starter. Guests will not only complain less about the waiting time, but will also be more positive about the entire experience, which can lead to higher customer satisfaction and more tips for the staff.

Make waiting a moment of interaction

Waiting is a great time to subtly encourage interaction with guests. Have your staff stop by to chat, ask if everything is to your liking, or even give you the dessert menu. These interactions can make guests feel seen and appreciated, making them forget about the wait. By adding a personal touch to the wait, you not only increase customer satisfaction, but you also build customer loyalty.

Reset the wait timer with strategic order timing

A smart way to influence the feeling of waiting is to strategically use the timing of taking orders. For example, suppose you notice that a table is still hesitating about their choice. Instead of taking the entire order right away, you can start with the drinks and have a little conversation about the menu. When you come back later to take the dishes, the guest will feel as if the 'waiting time' has been reset. After all, they have just had the feeling that they were actively making their choice, which makes the actual wait for the food seem shorter.

To incite to action

The feeling of waiting can have a big impact on how guests experience your hospitality business. By influencing waiting time in smart ways, you can turn a potential source of frustration into an opportunity to let your service and hospitality shine. Start implementing small changes today, such as clear communication, offering small surprises, personal interaction and strategic order taking. These adjustments cost little, but have a big impact on customer satisfaction and your turnover.

Want to know how to turn your waiting times into a positive guest experience? Contact us for a free consultation and discover how you can make a difference!