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Digitalisation

Hospitality automated: 20 % higher utilisation and 120 working hours saved per month

0 %
higher utilisation
0
hours saved per month
0k
fewer calls handled

The starting point

Like many restaurants, this one faced the typical challenges of everyday operation:

  • Reservations by phone tied up staff during peak times.
  • Cancellations were sometimes noticed too late.
  • Reservation requests outside opening hours were lost.
  • Long queues outside caused frustration.
  • Event enquiries created a lot of admin.
  • Gift vouchers had to be created and managed by hand.
  • Long waits for service annoyed guests.
  • Events were lost because nobody could answer the phone at peak times.
  • Double bookings led to overbooking and stress on the floor.

Together with the client we analysed every process and digitalised them step by step.

AI phone assistant for reservations and guest service

An AI-based phone assistant now handles communication with guests around the clock. The assistant:

  • answers common questions automatically
  • takes reservations
  • suggests alternative times when nothing is available
  • processes cancellations
  • passes all the data straight into the reservation system

That makes the restaurant reachable 24 hours a day without putting on extra staff.

Intelligent reservation management

The reservation system was fully automated. Functions:

  • automatic table allocation
  • combining tables for larger groups
  • optimal capacity planning
  • automatic removal of cancelled reservations
  • reminder emails before the visit
  • a check for changes before the booking
  • recognition of returning guests

The system was also connected to the till. As soon as a table has paid, it is released automatically in the reservation system and can be allocated again.

Self-service for the outdoor area

A mobile ordering system was introduced for the outdoor area, which seats up to 350 guests. Guests order food and drinks directly from their phone. Benefits:

  • less walking for the service staff
  • faster order taking
  • higher ordering capacity
  • happier guests

To avoid queues, guests automatically receive a text as soon as their drinks are ready to collect. Food is still brought to the table.

Digital menu

The printed menu stays. In addition, guests open the menu from a QR code on the table and order straight from it. The advantage is not replacing the menu but that changes take effect immediately and guests do not have to wait for a member of staff.

  • corrections and changes are current immediately, for daily specials, prices or sold-out items
  • guests order everything straight from the menu without waiting for a waiter
  • repeat orders in particular become noticeably quicker
  • the menu is also available online as a download

Digital gift vouchers

Voucher sales were automated too. Vouchers bought online are:

  • created automatically
  • registered directly in the till system
  • given an individual QR code
  • designed in the restaurant's own style

The remaining value can be checked at any time by scanning. Reusable plastic cards with a QR code in the restaurant's style were introduced as well.

Digitalising event management

The greatest potential lay in events. Through digital forms and automated processes, enquirers could do the following before any contact took place:

  • choose the type of event
  • give the number of people
  • set out what they wanted
  • configure an initial set of services

That removed many time-consuming initial conversations and let enquiries be handled far more quickly.

The result

The automations introduced led to measurable improvements in day-to-day operations. The headline figures are above, and behind them sits a noticeable easing of the load across the whole business.

Higher utilisation, a plannable operation

With optimised table allocation and reservations reachable around the clock, no enquiries are lost. Tables that free up are reallocated immediately and late cancellations are filled automatically. Utilisation rose by more than 20 per cent without any additional staff.

A noticeably lighter load for the team

The phone, the reservation book and event enquiries no longer take attention during peak times. The team won back around 100 working hours a month, which now benefit the guest rather than the admin.

A better guest experience

Guests reach the restaurant at any time of day, get a quick response and order comfortably from their phone outside. Shorter waits and a smooth run from first contact to the bill mean happier guests who come back.

In concrete terms, above all:

  • reachable at all times, including outside opening hours
  • far less admin for reservations, vouchers and events
  • faster service through self-ordering and automatic table release
  • less idle capacity, because cancellations are spotted and refilled immediately
  • higher customer satisfaction and more recommendations
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