Full Service

Din Tai Fung Increases Efficiency with Waitlist and Order Management

Din Tai Fung, a world-renowned, award-winning Chinese/Taiwanese restaurant specializing in steamed soup dumplings and noodles, uses Wisely to manage nearly 3 million parties per year across 12 locations.

12
Locations
3MM
Parties Per Year
180K
Feedback Messages Sent per month
CA, WA, OR, NV
States with Presence

When you’re running busy restaurants, you need a waitlist/reservation system that can keep up. We’ve worked closely with Wisely to simplify the process of welcoming guests and have optimized our operations to run as efficiently as possible—while providing the same level of exceptional service that our customers expect. We’re especially grateful for Wisely’s best-in-class implementation and customer support, which has enabled a smooth transition for our team.

Aaron Yang
Vice President at Din Tai Fung Restaurant Group

Challenge

Due to three-hour wait times and high demand, Din Tai Fung was using a two-waitlist system that required both an app and manual tracking via Google Sheets. The brand needed an advanced waitlist system that could manage their heavy traffic, increase operational efficiency, and enhance the guest experience. Din Tai Fung also aimed to streamline online order communications with guests.

Solution

Leverage Wisely's easy-to-use Waitlist and Order Management: Ability to manage all on-premise and off-premise parties from one system, with real-time updates and two-way texting for guests. Improved Guest Experience Management: Dine-in parties are automatically prioritized for seating by the order in which the full party arrives (via Wisely’s “Here Now” vs. “Arriving Later” feature). Din Tai Fung Owns its Guest Data: Previously fragmented and inaccessible guest data—including waitlist, Olo, and Aloha POS data—is now fully integrated and readily accessible for the brand to leverage across its business.

The Results

Seating Faster: Direct texting with guests and automated "Arriving Later" vs "Here Now." 352K total texts sent to guests in one month using Wisely, across 12 locations.
More Accurate Wait Quotes: With an integrated reservation and waitlist system, wait times quoted for guests are more reliable.
Boost in Guest Engagement: Over 180K feedback messages are being sent on a monthly basis (dine-in and take-out guests).
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