Hospitality
Full terrace,
relaxed team.
AI phone assistant, reservations linked to the POS system, ordering by smartphone and digital vouchers: what used to tie up staff at peak times now runs by itself.
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Demo, invented data
Case study · Hospitality
Restaurant. AI phone assistant and automated reservations for a restaurant.
More time for the guests.
For a restaurant with a large outdoor area and up to 350 guests outside, ibx company digitalised the processes from the first call to the bill. An AI phone assistant takes reservations and cancellations around the clock, and reservations are linked to the POS system. Added to this are ordering by smartphone outdoors, digital vouchers and event enquiries.
- Company
- Restaurant with a large outdoor area, up to 350 guests outside
- Services
- Process analysis, AI phone assistant, reservations, self service, vouchers, event enquiries
- Technology
- POS integration, ordering in the browser via QR code, notifications by SMS
- Status
- 2024, in operation
A restaurant with a large outdoor area and up to 350 guests outside. When the terrace is full, the phone rings most often.
Like many restaurants, this one faced the typical challenges of daily business: reservations tied up staff, enquiries got lost, vouchers and events took up time.
Together with the restaurant, we analysed every process and digitalised it step by step, from the first call to the bill.
Before
- Phone reservations tied up staff at peak times
- Enquiries outside opening hours got lost
- Cancellations spotted too late, double bookings during service
- Queues and long waiting times in the outdoor area
- Vouchers created and managed by hand
- Event enquiries took a lot of effort
- Guestscall, book, order, buy vouchers
- One systemreservations, ordering, vouchers
- Teamhas time for service
Connected POS system · Phone with AI · SMS · Website
Functions
From the first call
to a free table.
Nine building blocks, one process. The four moments below show what this looks like in the restaurant’s daily routine.
AI phone assistant
Takes reservations around the clock, answers common questions and handles cancellations.
Reservation management
Automatic table allocation, combined tables for larger groups and optimal capacity planning.
Cancellations
Cancelled reservations disappear automatically and the table is free again straight away.
POS integration
Once a table has paid, the reservation system releases it for the next booking straight away.
Reminders
Emails before the visit ask about possible changes, and returning guests are recognised.
Self service outside
In the outdoor area, guests order by smartphone and an SMS lets them know when their drinks are ready to collect.
Digital menu
Via a QR code on the table, with daily specials, prices and sold out items always up to date.
Vouchers
Bought online, created automatically, with a QR code and stored directly in the POS system.
Events
A form asks about the type of event, number of guests and wishes in advance, so many initial calls are no longer needed.
- GuestHello, do you have a table for four free this evening?
- AI phone assistantOf course! There’s a table on the terrace at 7:30 pm. Shall I book it for you?
- GuestYes, please. Under the name Becker.
- AI phone assistantAll done. You’ll receive a confirmation by text in a moment. We look forward to seeing you!
01Available
The phone gets answered,
even after closing time.
An AI powered phone assistant now handles communication with guests around the clock. It answers common questions, takes reservations and suggests other times if nothing is available.
It processes cancellations itself, and all data goes straight into the reservation system. The restaurant can be reached 24 hours a day, without additional staff.
Decision in detailAvailable without extra staff
- Challenge
- At peak times, nobody could answer the phone. Reservations and events were lost, and after closing time the phone went unanswered.
- Decision
- The AI phone assistant answers every call, knows the opening hours and free tables and transfers everything straight into the reservation system.
- In daily use
- No enquiry gets lost any more, and the team no longer has to leave service to run to the phone.
- Common questions
The assistant answers questions about opening hours, directions and offers automatically.
- Reservations
It takes reservations and enters them directly.
- Alternatives
If no table is free, it suggests other times.
- Cancellations
It processes cancellations itself, and the table is free again straight away.
02Book
Every table
at the right time.
The reservation system works fully automatically: it allocates tables, combines them for larger groups and plans capacity. Before the visit, an email reminds the guest and asks about possible changes, and returning guests are recognised. Because the system is linked to the POS, a table is released as soon as it has paid.
Demo, invented dataDecision in detailPOS and reservations connected
- Challenge
- Cancellations were spotted too late, and double bookings led to overbooking and stress during service.
- Decision
- Reservations and the POS system talk to each other. As soon as a table has paid, the system releases it, and it removes cancelled reservations by itself.
- In daily use
- Tables that become free are rebooked straight away, and short notice cancellations are filled automatically.
- Table allocation
Automatic, including larger groups at combined tables.
- Reminders
Emails before the visit, asking about possible changes.
- Returning guests
The system recognises regulars.
- Release after payment
Once a table pays at the till, it is free again in the reservation system straight away.
03Order
Order without
waiting for service.
For the outdoor area with up to 350 guests, there is a mobile ordering system. Guests order food and drinks directly on their smartphone. To avoid queues, an SMS lets them know as soon as their drinks are ready to collect. Food is still served at the table.
The printed menu stays. In addition, guests can open the menu via a QR code on the table and order straight from it.
Decision in detailThe menu stays, the waiting goes
- Challenge
- Long distances and long waits for service caused frustration among guests in the outdoor area.
- Decision
- The digital menu does not replace the printed one. Its advantage: changes take effect immediately, and guests do not have to wait for a waiter.
- In daily use
- Fewer trips for staff, faster order taking and more ordering capacity, especially for repeat orders.
- Ordering by smartphone
Order food and drinks right from the table.
- SMS for collection
Drinks are ready without queuing at the bar.
- Menu via QR code
Daily specials, prices and sold out items are always up to date.
- Menu as a download
The menu is also available online.
04Sell
Vouchers and parties,
without the paperwork.
Vouchers bought online are created automatically, in the restaurant’s design and with their own QR code, and are stored directly in the POS system. The remaining balance can be checked with a scan at any time. There are also reusable cards in the restaurant’s design.
For events, prospective guests choose the type of celebration, the number of guests and their wishes before the first contact and put together a first selection of services.
Decision in detailAsk upfront instead of calling back
- Challenge
- Vouchers were created and managed by hand. Event enquiries required many initial calls and got lost at peak times.
- Decision
- Vouchers run from purchase to till without any manual work. The form asks for everything needed to prepare an offer.
- In daily use
- Many time consuming initial calls are no longer needed, and enquiries are handled much faster.
- Vouchers online
Created automatically, in the restaurant’s design, with their own QR code.
- In the POS system
Every voucher is stored directly, and its balance can be checked by scan.
- Cards in the restaurant’s design
Reusable cards with a QR code.
- Events
Type, number of guests, wishes and initial services are already part of the enquiry.
Result
Higher occupancy.
Less strain on the team.
Thanks to optimised table allocation and reservations that are possible around the clock, no enquiries are lost any more. According to ibx estimates, occupancy rose by more than 20 per cent without additional staff, and the team gains around 100 working hours a month, time that now benefits the guests.
Guests can reach the restaurant at any time of day, get a quick response and order comfortably by smartphone outside.
- 01Occupancy up more than 20 per cent
Tables that become free are rebooked straight away, and short notice cancellations are filled automatically.
- 02Around 100 hours a month
At peak times, the phone, the reservation book and event enquiries no longer take up the team’s attention.
- 03Around 1,200 fewer phone calls
The AI phone assistant handles questions, reservations and cancellations.
Appointment
A similar process
in your company?
In a 30-minute initial call we clarify where the biggest lever is and what a first, manageable step looks like. Pick a free time right here. You receive a confirmation with a calendar entry and can move or cancel the appointment yourself.
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