"""
Handling walk-in guests without reservations and waitlist protocols.
"""

title: str = "Walk-In Guest and Waitlist Management"

content: str = """
Not all guests plan ahead. Walk-in traffic represents both opportunity and
operational challenge. Effective management of unreserved guests fills empty
tables and builds goodwill without disrupting reserved guests.

**Assessing Walk-In Availability**

Before accepting a walk-in, check:
- Current table occupancy via reservation system
- Upcoming reservations and their timing
- Kitchen capacity and ticket load
- Service staff availability

If tables are available and kitchen can accommodate, welcome the guests warmly.
If fully committed, communicate honestly with alternatives.

**The Walk-In Greeting**

Even when fully booked, maintain warm reception:
- Acknowledge immediately: "Good evening, welcome to Velvet Orchid"
- Check availability before making promises: "Let me check what we have available"
- If available: "We do have a table available. For how many guests?"
- If unavailable: "I'm sorry, we're fully committed this evening. I'd be happy
to add you to our waitlist or make a reservation for another evening."

**Waitlist Management**

When walk-ins cannot be seated immediately:

- **Quote Accurate Waits**: Estimate wait times based on table turns. If a
reservation is finishing appetizers, estimate dessert and payment time. Better
to overestimate than disappoint.

- **Take Contact Information**: Name, party size, phone number for notification.

- **Offer the Bar**: If the bar accepts food orders, suggest waiting there
with a beverage.

- **Nearby Alternatives**: If appropriate, suggest sister restaurants or quality
alternatives nearby.

- **Notification Protocol**: Call or text when table is ready. If the guest
does not respond within 5 minutes, move to next waitlist party.

**Bar Seating as Alternative**

When dining room is full but bar has space:
- Offer bar seating for full dinner service: "Our bar offers full menu service
and is quite comfortable. Would that work for your party?"
- Describe bar atmosphere accurately — some guests prefer bar energy; others
find it too casual for their occasion
- Apply the same service standards to bar guests as dining room guests

**Rush Period Protocol**

During peak hours, walk-ins require careful judgment:
- Prioritize reservations — they planned ahead and have expectations
- Small parties (1-2 guests) are easier to accommodate than large groups
- Quick turns (guests requesting only appetizers or express dining) fill gaps
- Never seat walk-ins at tables reserved for imminent arrivals

**Managing Expectations**

When walk-ins must wait or cannot be accommodated:
- Explain the situation factually: "Our dinner service is fully reserved tonight"
- Never suggest walk-ins are less valued than reserved guests
- Offer concrete alternatives: tomorrow's availability, bar seating, or
waitlist with realistic timeframes
- Invite return: "We'd love to welcome you with a reservation. Shall I book
something for later this week?"

**Documentation**

Track walk-in patterns:
- Days and times with highest walk-in demand
- Conversion rates (walk-ins seated vs. turned away)
- Waitlist abandonment rates
- Bar seating acceptance rates

This data informs capacity planning and reservation strategy.

Walk-in management balances spontaneity with operational reality. The goal is
to welcome unexpected guests when possible and leave them feeling valued even
when turned away.
"""

version: str = "0.0.1"
