Status name: Requested
Definition: This is the initial step where a guest expresses their interest in reserving a table at the restaurant. At this stage, the guest has submitted their reservation details, but the restaurant has not yet responded.
Actions/Events:
Guest selects a date, time, and number of people.
Guest submits the reservation request through the service.
Restaurant receives a notification in the dashboard and via email that a reservation request was submitted.
Guest receives an email and SMS message that the reservation was received.
Reservation requests can be submitted through the website (i.e. yourdomain.com/reserve), and through Google Search, Maps, or Assistant.
Status name: Suggested
Definition: The restaurant, upon reviewing the guest's initial reservation request, finds that they cannot accommodate the guest at the requested time. Instead of outright declining, the restaurant suggests an alternative time or date for the guest to consider.
Actions/Events:
Restaurant reviews the initial reservation request.
Unable to fulfill the original request, the restaurant proposes an alternative time/date through the reservation service.
The guest is notified of the suggested change and can either accept the new proposal, decline it, or make a different request.
If the guest accepts the suggestion, the reservation status then moves to "Expected"
Status name: Expected
Definition: At this stage, the restaurant has reviewed and accepted the guest's reservation request. The restaurant is now anticipating the guest's arrival on the specified date and time.
Actions/Events:
Restaurant reviews the reservation request.
Restaurant accepts the reservation, moving it from "Requested" to "Expected" status.
Reservation parties created by the restaurant using the "Add Party" feature will be automatically set to "Expected".
An email and SMS message is sent to the guest notifying them that the reservation requested has been accepted.
A reminder email is scheduled to be sent to the guest a defined number of hours before the reservation date/time.
Status name: Confirmed
Definition: After receiving the reminder email and/or SMS, the guest has taken action to confirm their intention to attend the reservation. This provides additional assurance to the restaurant that the guest plans to honor the reservation.
Actions/Events:
Guest receives the reminder email and/or SMS at the defined number of hours before the reservation date/time.
Guest clicks on a link to confirm their intention to come to the reservation.
Reservation status is updated from "Expected" to "Confirmed."
Status name: Seated
Definition: The guest has arrived at the restaurant and has been seated at their reserved table.
Actions/Events:
Guest arrives at the restaurant at the specified reservation time (or within an acceptable window).
Restaurant staff checks the reservation and seats the guest.
Reservation status is updated to "Seated".
Guest receives a post-reservation feedback request.
Status name: Cancelled
Definition: The reservation has been cancelled. This can occur either because the guest decided not to come, or the restaurant had to cancel for some reason (e.g., unforeseen circumstances).
Actions/Events:
Either the guest or the restaurant initiates the cancellation.
If initiated by the guest, they might use the reservation email to cancel, or they might call the restaurant directly.
If initiated by the restaurant, they would typically contact the guest to inform them of the cancellation and the reason for it.
Reservation status is updated to "Cancelled."
This lifecycle provides a clear progression from the initial request to the final seating or cancellation, ensuring both the guest and the restaurant are kept informed and aligned throughout the process.