Walk-ins & waitlist

The Visitors page (/visitors) is your host stand: today's arrivals, the waitlist, everyone currently seated, and recent finishes — one screen, four tabs. Parties move left to right as their visit progresses:

Upcoming → Waiting → Active → Completed

The page refreshes itself every 30 seconds (and reacts live to reservation changes), so it's safe to leave open on the host iPad all day. A toggle in the header switches between card view and a compact table view — the choice is remembered per device.

The Visitors page — the Upcoming / Waiting / Active / Completed tabs, with the day's parties as cards.

Who can use it

Viewing the Visitors page requires reservations.read — every standard role has it, including Viewer. The actions are gated tighter, on the server:

• Check In (on this page) — reservations.update: Manager, Concierge, and Ambassador (and Admins).
• Add Walk-in / quick check-in (on the floor's Arrivals drawer) — queue.create: Manager, Concierge, Wayfinder, Host, and Ambassador.
• Seating — floor.seat.assign; see Floor & seating.
• New Guest Check-In (/reception/new-guest) — guests.create.

Hosts check in from the floor

A Host can't use the Visitors page's Check In (it needs reservations.update), but can check the same reservation in from the floor's Arrivals drawer, which runs on queue.create. If Check In fails with a permissions error, that's the difference you're seeing.

The four tabs

Each tab shows a count pill when it has parties, and a quiet empty state when it doesn't — "No upcoming reservations", "No guests waiting", "No active guests", "No recent completions".

Tab	Who's in it	Card shows
Upcoming	Today's reservations that haven't checked in yet (confirmed, checking in, or paid), earliest first.	Guest name, Reservation / Walk-in badge, reserved time, party size.
Waiting	Checked-in parties and walk-ins in the queue, longest wait first.	A live wait timer ("Waiting 12m"), party size.
Active	Parties currently seated with an open visit.	Table badge (table + room), time since seated, and the open check total once there is one.
Completed	Visits that ended in the last 4 hours, most recent first.	How long ago they finished, and the final amount.

What moves a party along: Check In moves it from Upcoming to Waiting, seating it at a table moves it from Waiting to Active, and closing out the visit moves it to Completed.

Check in a reservation

1. Find the party on Upcoming (or use search — below).
2. Tap Check In. The button spins while Avero confirms.
3. On success you'll see "Checked in" — "Guest moved to Waiting." — and the page switches to the Waiting tab, where the party now sits with a running wait timer.

Checking in creates the party's queue entry — the thing the floor's seating flow works from. A reservation that isn't checked in can't be seated.

Check-in can be gated on a card on file

If your company policy requires a card on file at check-in, Avero blocks Check In for guests without one: "Check-in failed" — "Guest does not have a card on file. Please capture a card before seating." Capture a card on the guest's profile (or take their reservation payment) and try again. Reservations that are already paid always pass the gate.

Add a walk-in

Two paths, depending on where you're standing:

From the floor — quick check-in

The Arrivals drawer on /floor has an Add Walk-in button. It opens the Quick Check-in Walk-in dialog:

• Guest Name (required)
• Phone (optional)
• Party Size (1–20)
• Notes (optional) — "Special requests..."

The Quick Check-in Walk-in dialog, opened from Add Walk-in in the floor's Arrivals drawer.

Tap Add to Queue. The party lands in the queue as waiting — it appears on the Visitors Waiting tab and in the Arrivals drawer, ready to seat. This also creates a lightweight guest record from the name and phone.

For a proper profile instead (email, consent, details), tap Full Customer Intake at the bottom of the dialog — it opens the full new-guest intake form. See Guests & CRM.

The drawer itself is worth reading: parties are grouped into half-hour time buckets, and each row carries the badges a host needs at a glance — a gold diamond for VIP guests, MEMBER for club members, PAID when the reservation is prepaid, and OVERDUE when a booking is past its time. Reservations still to arrive show their own Check In button right in the drawer; when the list is empty it reads "No guests waiting" — "Check in a reservation or add a walk-in".

From the Visitors page

The header's Walk-In button opens the reservation create form (/reservations/new) — the same form as New Reservation. Use it when the walk-in should book a specific experience and time slot rather than just join the queue. The form is covered in Reservations & availability.

Seat a waiting party

On the Waiting tab, every card has two actions:

• Seat — hands off to the floor: Avero navigates to /floor in Seating Mode with this party pre-selected, and you tap an available table to seat them. The full flow — the "Seating: Tap a table for [Guest] (Party of N)" banner, which tables you can tap, cancelling — is in Floor & seating.
• Cart — jumps to the floor with the party's table selected, so you can open their cart.

Seating Mode on the floor — the Visitors Seat button lands here with the party pre-selected.

Seating flips the party to Active: the table becomes occupied, a visit opens, and their linked reservation (if any) is marked seated.

Active and completed visits

• Active cards show the table, how long the party has been seated, and the open check total. Open Cart jumps to their table on the floor to add items or settle — see Take an order (POS).
• Completed cards keep the last 4 hours of finished visits in reach. Summary opens the visit's check when there is one, or the reservation detail otherwise.

Find a guest fast

Tap the "Search guests..." field in the header to open the Search Guest dialog — type a "Name, email, or phone..." and Avero searches across all four tabs at once. Selecting a result with a reservation opens its detail page.

Insights

The bar-chart button in the header opens the Insights bottom sheet — "Last 24 hours" at a glance, as eight tiles: Visitors (24h), Walk-ins, Reservations, Checked In, Active Now, Completed, Conversion, and Avg Spend.

New Guest Check-In (/reception/new-guest)

A focused two-step intake for registering a brand-new guest at reception — "Register a new guest and capture card on file." It requires guests.create (without it the page shows "Access Denied" — "You do not have permission to register new guests.").

1. Guest Identity — First Name, Last Name, Email (required — "Email is required for reception check-in."), Phone (optional). If the email is already on file, you'll see "A guest with this email already exists." Tap Next: Card on File.
2. Card on File — capture the guest's card, or skip. Either way you get a confirmation ("…checked in with card on file." or "…checked in (card skipped).") and land on the new guest's CRM profile.

New Guest Check-In — the Guest Identity step, with Card on File next.

This creates a profile, not a queue entry

New Guest Check-In creates the CRM guest (and optionally their card). It does not add the guest to the waitlist — do that from Add Walk-in on the floor, or book them a reservation. The page isn't linked from the main navigation; reach it directly at /reception/new-guest.

Reference

Control	Where	What it does
Tab bar	Top of page	Upcoming / Waiting / Active / Completed, with count pills.
Check In	Upcoming card	Moves the party into the queue (Waiting) — may be gated on a card on file.
Seat	Waiting card	Opens the floor in Seating Mode with this party selected.
Cart / Open Cart	Waiting / Active card	Jumps to the party's table on the floor.
Summary	Completed card	Opens the visit's check, or the reservation detail.
"Search guests..."	Header	Search Guest dialog — name, email, or phone across all tabs.
New Reservation	Header	Opens /reservations/new.
Walk-In	Header	Opens the same create form — book the walk-in an experience and slot.
Refresh / view toggle	Header	Manual refresh; switch card ↔ table view (remembered per device).
Insights	Header	Bottom sheet with the eight 24-hour KPI tiles.
Add Walk-in	Floor Arrivals drawer	Quick Check-in Walk-in dialog — straight into the queue.

Troubleshooting

• "Check-in failed" — the server refused the check-in; the toast carries the reason. Most common: "Guest does not have a card on file. Please capture a card before seating." (company policy requires a card at check-in — capture one or take payment first). A permissions error here means your role lacks reservations.update — use the floor's Arrivals drawer instead.
• "Check in required before seating" — you tapped Seat on a party with no queue entry. Check the party in first; seating always works from the queue.
• A party you seated isn't in Active yet — Active is driven by the visit that opens at seating. Give the 30-second refresh a moment, or tap the refresh button in the header.
• A finished visit disappeared from Completed — Completed only keeps the last 4 hours. Find the sale in order history, or on the guest's profile in Guests & CRM.
• "No guests found" in Search Guest — the search only covers parties currently on the four tabs, not the whole CRM. For everyone else, use Guests & CRM.

Related

• Floor & seating — Seating Mode, the Arrivals drawer, and table detail.
• Reservations & availability — the book that feeds the Upcoming tab.
• Take an order (POS) — the cart you open once they're seated.
• Guests & CRM — full guest profiles and intake.