The Scenario
The following is a model calculation. It serves as a realistic orientation – not an actual case study. Every business is different.
Company: Upscale restaurant in Lucerne Size: 22 employees (kitchen, service, bar, office) Capacity: 80 seats, 2 seatings in the evening, weekday lunch menu
The Starting Point
The restaurant receives 30–50 reservation requests daily – by phone, email, Instagram DM, and through its website. On top of that come group event and corporate booking enquiries.
The problem in numbers:
- Phone handling: The service manager takes reservations during operations – between taking orders and looking after guests
- Missed calls: 15–25% of calls go unanswered, especially during peak hours (12–1 PM, 6–8 PM)
- Double bookings: Typically 2–3 per week from manually entering reservations across different systems
- No-shows: 10–15% of reservations don't appear, without cancelling
The core problem: Front-of-house staff juggle between guests on-site and incoming phone calls. Neither the diners at the table nor the callers get full attention.
What the AI Agent Takes Over
Step 1: Accept reservations around the clock
The agent handles requests – via web form, website chat, and automated email replies. Guests can book at 11 PM or on Monday (rest day) without any issue.
Step 2: Check availability and confirm
The agent knows table capacities, existing reservations, and special rules (e.g., no window table for groups over 6). It confirms instantly or suggests alternatives.
Step 3: Reminders and no-show reduction
24 hours before the reservation, guests receive an automatic reminder with a confirmation link. If not confirmed, the table is released for walk-ins.
Step 4: Pre-qualify group enquiries
Corporate bookings and events are pre-structured by the agent: headcount, budget, menu preferences, allergies. The restaurant management gets a ready briefing instead of a vague email.
The Numbers
All figures are estimates based on typical hospitality businesses of this size.
Operational Improvements
| Metric | Before | After |
|---|---|---|
| Missed calls | 15–25% | Under 5% (requests run digitally) |
| Double bookings | 2–3 per week | Virtually zero |
| No-show rate | 10–15% | Typically 4–6% |
| Time on reservations | 1.5–2 hours/day | 20–30 minutes (review only) |
Qualitative Improvements
- Service has both hands free for on-site guests
- Guests can book any time of day – even on the rest day
- Professional, instant confirmations instead of "We'll get back to you"
- Group enquiries arrive pre-structured
Getting Started
The first step is an analysis. In it, we clarify:
- How your reservation process works today and where the biggest bottlenecks are
- How much potential lies in no-show reduction (the biggest lever, but highly dependent on your business and price segment)
- Which systems (POS, table plan, website) need to be connected
After that, you'll know exactly whether the investment makes sense – with numbers from your restaurant, not from a model calculation.
→ Process and Investment Overview
What Changes Day to Day
After implementation:
- The service manager no longer has to choose between guests and the phone. She reviews the reservation list in the morning and confirms special requests.
- The service staff have full attention for the guests at the table. No more interruptions from ringing phones.
- The kitchen can plan better: exact guest numbers instead of estimates, allergies are known in advance.
- The guests receive an instant confirmation – not "We'll check and get back to you."
The Project Timeline
| Week | Phase |
|---|---|
| Week 1 | Initial meeting and analysis: How does your reservation process work today? Which POS system do you use? What special requests come in frequently? |
| Weeks 2–4 | Prototype: Agent takes first reservations. Test phase alongside the existing system. |
| Weeks 5–8 | Fine-tuning: table plan integration, reminder system, service team training. |
| From week 9 | Ongoing operation. Monitoring and optimisation. |
Conclusion
A restaurant thrives on service – not on phone work. An AI agent takes the repetitive reservation management off the team's plate while simultaneously ensuring fewer guests fail to show up.
The starting point: An analysis shows whether and how much potential lies in your operations.
Does your phone ring at the worst times too? Let's discuss in 30 minutes what's possible for your restaurant.
