What do we mean by Guest Recognition? What is it?
__________________________________
__________________________________
_________________________________ Why is it Important?
__________________________________
__________________________________ What are you currently doing to
recognise your guests and their needs?
__________________________________
__________________________________ 2
Slide 3
The Perfect Reservation What are the 8 key points to taking a
reservation? 1. _________________________ 2.
_________________________ 3. _________________________ 4.
_________________________ 5. _________________________ 6.
_________________________ 7. _________________________ 8.
_________________________ Notes: 3
Slide 4
Phonetic Alphabet A = B = C = D = E = F = G = H = I = J = K = L
= M = N = O = P = Q = R = S = T = U = V = W = X = Y = Z = Notes:
4
Slide 5
5
Slide 6
Abbreviations Abbreviation:What does it mean? REG UPST BTH FITI
CON BTW OUT WLCR BM BAR PDR CAKE QT VIP COMP BDP VGN VGT CEL PA
FDCOMP DRCOMP SRCOMP CHAMP EMLNO 6
Slide 7
Making Your Life Easier... Example:Abbreviation: Customer
Message: They would like a table by the window, in a booth, with
the best view and a quiet area of the restaurant Customer Message:
BTW, BTH, QT, Customer Message: They would like a birthday cake,
bringing balloons and a bottle of champagne on the table Customer
Message: Good luck abbreviating this!: ___________________________
___________________________ ___________________________
___________________________ Customer Message: Requires wheelchair
access Customer Message:_________________________ 7
Slide 8
Reconciling the Database 8 This must be done once a week...
1.Go to file (top left) 2.Launch CRM 3.Click 'Reconcile' at the top
of the screen 4.Choose 'Near Matches' 5.From the drop down list
click on a name 6.Decide if the names shown are the same guest
(Look at spelling, telephone numbers and email addresses) 7.If they
are not the same - Click on each name and then choose 'Mark as
Distinct' in the bottom right corner of the screen until all names
have gone off the list 8. If the names are the same guest either
click 'select all' at the bottom or click on the individual names
while holding down SHIFT key (useful if several names shown and you
don't wish to reconcile them all) to highlight the names you wish
to reconcile 9.Click 'Begin Reconcile' at the bottom right of the
screen 10.Choose which information about the guest is correct, and
that you wish to keep, so that the list on the far right of the
screen is correct. This will be your new reconciled customer so any
information you have omitted will be lost. 11.Once you are happy
all details are correct and included, click 'Reconcile' at the
bottom right of the screen. 12.Start again with the next name on
the list!
Slide 9
Call Backs 9 What would you say if... You were calling to
confirm a guests reservation and they answered the telephone?
______________________________________________________
______________________________________________________
____________________________________________________ You were
calling to confirm a guests reservation and you got their answer
phone? ______________________________________________________
______________________________________________________
______________________________________________________
______________________________________ You were calling to confirm
a guests reservation and their PA answered?
______________________________________________________
______________________________________________________
______________________________________________________
_____________________________________ NOTES:
Slide 10
Notes... 10
Slide 11
Using The Waitlist To Your Advantage What benefits are there to
using the waitlist facility? _______________ _______________
_______________ _______________ _______________ _______________
_______________ _______________ _______________ _______________
_______________ Notes: 11
Slide 12
Reports Daily report Weekly General Report Check number of
visits Check customer messages Give information out in Briefing
Kitchen Report Give this report to the kitchen so they can see the
number of covers to expect every half an hour General Report Set
the date margins Look for guests who have dined over 4 times with
in 6 months Research their spend data Make notes in customer
message highlighting consistent consumer behaviour Check their
guest profile for incorrect spelling and data Notes: 12
Slide 13
How To Make Spend Data Work For You! What is Spend Data? Who
Tracks Spend Data? Why is tracking spend data beneficial for you
and your guests? Notes: 13
Slide 14
How To Communicate Guest Information Briefings... Other ideas:
14
Slide 15
What Are You Going To Do NOW? Who knows regular guests in your
restaurant? How is this communicated? Action Plan : 15