After reading this chapter, you should be able to:

11.1   Explain why it is critical to make any wait for service as short and pleasant as possible.

11.2   Discuss how to plan for capacity shortages.

11.3   Demonstrate how to use queuing theory to plan the wait.

11.4   Describe how to create virtual waits.

11.5   Describe how organizations can manage a guest’s perception of the wait.

11.6   Explain how to offset the wait’s negative effects by managing the value of the experience provided to the guest.