What is Waitlist Management?
Waitlist management handles the process when your popular classes or facilities are fully booked. Instead of turning members away, you can add them to a waitlist and automatically notify them when spots become available.Key Features
Automatic Waitlisting
- Add members to waitlist when classes are full
- Track waitlist position and priority
- Automatic notifications when spots open
- Convert to booking when member confirms
Waitlist Organization
- Position tracking for fair first-come-first-served
- Priority management for special circumstances
- Waitlist limits to prevent excessive waiting
- Expiration dates for waitlist entries
Member Communication
- Email notifications when spots open
- SMS alerts for urgent availability
- App notifications for real-time updates
- Confirmation deadlines for response time
How Waitlists Work
When Classes Are Full
- Member tries to book a class that’s full
- System offers waitlist option instead
- Member joins waitlist with contact information
- Position assigned based on join time
- Confirmation sent with waitlist details
When Spots Open Up
- Someone cancels their booking
- System checks waitlist for next in line
- Notification sent to next member
- Member has limited time to confirm
- Booking created if member responds in time
If Member Doesn’t Respond
- Confirmation deadline expires
- Next person on waitlist is notified
- Process repeats until someone confirms
- Original member stays on waitlist if still interested
Managing Waitlists
Viewing Waitlists
- Go to Operations → Classes
- Click on a class to view details
- See waitlist in the class information
- View member positions and contact details
- Check waitlist status and activity
Waitlist Actions
- Add members manually to waitlist
- Remove members from waitlist
- Adjust positions for priority members
- Send notifications to specific members
- Convert entries to confirmed bookings
Waitlist Settings
- Maximum waitlist size per class
- Notification time limits for responses
- Priority rules for special members
- Expiration dates for waitlist entries
- Auto-removal of expired entries
Waitlist Notifications
Email Notifications
- Spot available notification with booking link
- Position updates when others join/leave
- Confirmation reminders before deadline
- Waitlist expiration warnings
- Booking confirmation when converted
SMS Alerts
- Urgent availability for high-demand classes
- Quick confirmation links via text
- Position updates for active waitlists
- Deadline reminders for responses
- Booking confirmations and details
App Notifications
- Real-time alerts when spots open
- Push notifications for mobile users
- In-app messages with booking options
- Status updates on waitlist position
- Quick booking without leaving app
Waitlist Best Practices
Clear Communication
- Explain waitlist process to members
- Set clear expectations about timing
- Provide realistic estimates for wait times
- Keep members informed of their status
- Offer alternatives while waiting
Fair Management
- First-come-first-served basis for positions
- Clear priority rules for special cases
- Consistent application of policies
- Transparent communication about changes
- Regular review of waitlist processes
Efficient Processing
- Quick notifications when spots open
- Reasonable response times for confirmations
- Automatic processing when possible
- Staff training on waitlist management
- Regular cleanup of expired entries
Waitlist Scenarios
Popular Classes
- Yoga classes with limited space
- Personal training sessions
- Special workshops and events
- Peak time fitness classes
- New instructor classes
Facility Bookings
- Court reservations for tennis/squash
- Pool lanes for swimming
- Studio spaces for private sessions
- Equipment reservations for specialized gear
- Event spaces for private parties
Special Circumstances
- Member cancellations create openings
- Instructor changes may free up spots
- Facility maintenance reschedules classes
- Weather conditions affect outdoor activities
- Capacity changes due to safety regulations
Advanced Waitlist Features
Priority Management
- VIP members get priority placement
- Loyalty points affect waitlist position
- Special circumstances override normal order
- Staff discretion for exceptional cases
- Automatic priority based on membership type
Waitlist Analytics
- Popular classes and wait times
- Member behavior and response rates
- Conversion rates from waitlist to booking
- Peak times for waitlist activity
- Member satisfaction with waitlist process
Automation Rules
- Auto-notify when spots open
- Auto-convert if member has quick response
- Auto-remove expired waitlist entries
- Auto-prioritize based on membership level
- Auto-alternatives suggest similar classes
Troubleshooting
Common Issues
- Members not receiving notifications - Check email/SMS settings
- Waitlist not updating - Verify class capacity and cancellations
- Duplicate entries - Check for multiple signups
- Expired entries - Review waitlist cleanup settings
- Notification delays - Check system performance and settings
Member Complaints
- Unfair positioning - Review priority rules and application
- Missed notifications - Verify contact information and settings
- Long wait times - Consider increasing class capacity or frequency
- Confusing process - Improve communication and instructions
- Technical problems - Check system functionality and support
Getting Started
- Enable waitlists for popular classes and facilities
- Set up notification templates and timing
- Train staff on waitlist management procedures
- Communicate process to members clearly
- Monitor and optimize based on member feedback