To: Dr. Erika Paterson
From: Carman Chu
Date: March 2, 2023
Subject: Proposal for Implementing Joining Online Waitlists and Viewing Wait Times Online at Cactus Club Cafes
Intended Audience
Management at Cactus Club Cafe Offices and CEO Richard Jaffray
Introduction
Cactus Club Cafe is a Canadian chain restaurant that opened in 1988, with locations across Canada, mainly in British Columbia, where it was initially started. This premier casual dining restaurant has become a staple in the lives of many British Columbians. Famous for its unique menu, aesthetic ambiance, and quality happy hour, Cactus Club Cafe has built a reputable name as an established restaurant.
The restaurant does allow customers to reserve tables online. However, due to its popularity amongst the general population, wait times on certain days tend to be extreme. Those who decide to make the last-minute decision to dine in at Cactus Club Cafe may not be able to make a reservation, leaving them to have to walk in and put their names on the waitlist. This time-consuming and inefficient process can leave customers feeling frustrated and unwilling to return.
Statement of Problem
Cactus Club Cafe’s wait times are very unpredictable. On certain days the wait could be over an hour long. During busy times, phoning the restaurant for this information may not be an option because employees may be too busy to come to the phone. Customers who could not make reservations online due to no more time slots or those looking to spontaneously dine out are forced to enter their Cactus Club Cafe’s and put their names down on the waitlist. Walking into the restaurant and putting your name down can be inefficient because customers must stay in the restaurant or nearby if a table becomes available. Customers who go into the restaurant and if told the wait times exceed the time they were willing to wait have now wasted their time and efforts and must find an alternative.
Proposed Solution
One solution Cactus Club Cafe could implement for customer satisfaction is adding estimated online wait times on their website and an option to join the waitlist queue. This could be programmed onto their website next to their online reservation option. The online wait times and joining waitlist options would be under each restaurant location’s page. This would help customers know whether or not they would like to dine at Cactus Club Cafe, and this also benefits the employees by being prepared for the incoming influx of customers.
Scope
To assess the current situation of the wait options at Cactus Club Cafe, six areas of inquiry will be researched:
- What are the average wait times at Cactus Club Cafe on normal and busy days?
- What are some customers’ thoughts and opinions about the current wait times at Cactus Club Cafe?
- How difficult would it be to implement a system like this?
- What opinions do employees have about the current system?
- What is Cactus Club Cafe’s current solution to combat wait times?
- How many customers stay or leave after hearing the wait times?
Methods
My primary data source will be distributed online surveys to customers and employees of Cactus Club Cafe. The survey will include questions about the wait times and ask for proposed solutions. I will also visit my local Cactus Club Cafes to observe customer moods while waiting.
My Qualifications
As a frequent diner and avid fan of Cactus Club Cafe, I am familiar with their current online and in-person booking system. I am also a regular restaurant diner knowledgeable about wait times and online booking systems of many restaurants in the lower mainland. I have been put in the situation of waiting for long periods for tables when walking in. My restaurant background and firsthand experience give me a good understanding of the current problem.
Conclusion
Many customers of Cactus Club Cafe have dealt with lengthy wait times. It can be inefficient and time-consuming to stop by the restaurant only to be told the wait could be over an hour. By researching the inquiries, I plan to study and analyze the current situation of long wait times at Cactus Club Cafe. With your approval, I plan to start the research process soon.
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