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Workbook Res V5 Guest Recognition 1

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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

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The Perfect Reservation What are the 8 key points to taking a reservation? 1. _________________________ 2. _________________________ 3. _________________________ 4. _________________________ 5. _________________________ 6. _________________________ 7. _________________________ 8. _________________________ Notes: 3

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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

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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

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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

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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!

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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:

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Notes... 10

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Using The Waitlist To Your Advantage What benefits are there to using the waitlist facility? _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________ Notes: 11

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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

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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

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How To Communicate Guest Information Briefings... Other ideas: 14

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What Are You Going To Do NOW? Who knows regular guests in your restaurant? How is this communicated? Action Plan : 15