Improving reservation and waitlist
management at The Diner
Previously, The Diner would note all reservation customers
down in a paper diary.
Their lack of ability to communicate with reservation
customers before their booking meant the restaurants
struggled with holding tables open for no-show customers
who simply wouldn’t arrive on the night.
Only 50% of customers who no longer wanted their table
would phone to let the restaurant know that they wished to
cancel. This meant that the restaurant would have a total of
around 1.15 hours a night where tables were left open
waiting for customers.
HOW IT WORKS:
When a reservation request comes in by phone or email the staff
now add the customers details to the Qudini app.
The customer will receive a text confirming their booking time
and date. Telling them that they may text back at any time to
update the restaurant of any details.
3 hours before their table the customer will receive a text
reminding them of their reservation and asking them to text
back to confirm or cancel.
The staff now have a simple to use interface where they manage
all their reservation customers and any incoming messages,
whether for that day or upcoming weeks.
The app is also used as their virtual waitlist to allow walk-up
customers waiting at the bar or away from their restaurant to
remain more informed and engaged while they wait.
With Qudini in place all reservation customers that the restaurant is expecting
that evening will text in to let them know if they wish to cancel their table.
The restaurant experience’s no no-shows in the evenings, a 100% reduction
in no shows.
The restaurant explains that because it’s made so easy for customers to let
them know of cancellations: “We rarely have empty tables”
In total tables are left open for at least 1 hour less each evening
Reservations customers now arrive more on time for the start of their
bookings too, enabling the restaurant to turn tables faster.
RETURN ON INVESTMENT:
The Soho restaurant reports that they are able to
seat 40 more covers a night from before as a
result of Qudini waitlist and reservation features.
Allowing over a 5,700% Return on their Monthly
licensing of Qudini.
MANAGER FEEDBACK ON RESERVATIONS:
“We don’t get no shows any more because the customer
will always let us know via the text option”
- Manager, The Diner Soho
“It’s very useful because most customers are polite enough
to text back to cancel when it’s so easy. In the past we’d
have to just hold tables open for customers who weren’t
going to show up. No shows were the bain of my life.
The link that Qudini provides between us and our
customers smooths everything out.”
- Manager, The Diner Covent Garden
THE DINER – HQ FEEDBACK:
“We use Qudini in our diners, allowing customer to queue
remotely has helped us turn tables more efficiently and
offer a better overall standard of service. Customers love
the system and much prefer going for a drink nearby to
standing and waiting in a crowded restaurant.
It’s been great testing out the reservation features which
we now operate group wide.”
- Chris Todd, Chief Operating Officer, The Diner Group
QUDINI NEW FEATURE NEWS:
This January of 2014 month Qudini’s new loyalty feature will be added, to allow
you to recognise returning customers and offer perks for their loyalty to you.
You’ll be able to see which customer visited which branch on which date and
whether you gave them a reward at the time.
You’ll even be able to see which customers cancelled their table.
CEO – Qudini