Recording a no-show

Record it when someone does not turn up. Not to judge, but because otherwise you do not know.

Why it matters

A no-show rate is a number you can steer on: if it goes up after a change to your reminder email, you know that change backfired. Without recording it you only have a feeling.

The second thing it gives you: with a guest who does it repeatedly, you see that on their next reservation. What you do with that is up to you — a quick call to confirm is usually enough.

Do it the same evening

A no-show you register the next morning gets missed half the time. Make it a fixed part of closing up.

Separate cancelling from not showing

A guest who calls at 17:00 to cancel is not a no-show, even though the table stays empty. Mix those two up and your no-show rate stops meaning anything.