Restaurants & Hospitality
Harbor Bistro
-59% fewer missed calls at rush
The Challenge
An upscale seafood restaurant was losing reservations to competitors because staff couldn't answer phones during dinner rush.
The Solution
Set up AI reservation system with party size handling, special request capture, and waitlist management for walk-in overflow.
The Results
Harbor Bistro reduced missed calls by 59% during peak hours and increased weekend reservation fill rate to 94%.
Key Metrics
-59%
Fewer missed calls (peak)
During dinner service
94%
Weekend fill rate
Up from 78%
100%
Special request accuracy
All captured and logged
We used to lose 20-30 reservations per week to voicemail during service. Now every call is answered instantly, and our hosts focus on guests in the dining room.
C
Chef Antonio Moretti
Owner, Harbor Bistro
Playbook Highlights
- Reservation booking with party size, date, time, and seating preferences
- Special request capture: dietary restrictions, celebrations, accessibility
- Waitlist management for full nights (captures contact info and party size)
- Reservation confirmation via SMS with directions and parking info
- Post-dining follow-up for reviews and email list opt-in
Tech Stack
OpenTableGoogle CalendarTwilio SMSMailchimp
Before & After
| Metric | Before | After |
|---|---|---|
| Peak hour call answer rate | 41% | 97% |
| Weekend reservation fill rate | 78% | 94% |
| Special request tracking | 62% | 100% |
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