The Guests tab

The Guests tab enables you to store, track, and manage your guest information so that you can understand more about your loyal customers to personalise individual guest experiences. The Guests tab includes all guests who have ever booked, joined a queue or have been added as a walk-in at your restaurant and are populated automatically.

In this article:

• Managing guest profiles when adding a new party 
• Viewing the Guestbook
• Clicking into a Guest's profile 
• Visits & No shows
• Managing Guest Tags
• Marketing opt-in status & exporting your customer data
• FAQs

 

Managing guest profiles when adding a new party

When adding a new party as a part of a booking, queue or walk-in, you will soon be able to quickly match this with an existing guest profile or create a new one.

 

Finding an existing guest profile 

First, click add a party, using the new Guest search bar, you can search for the guest’s name, email or phone number. Next, click the relevant guest profile below to select it.

Creating a new guest profile

If that guest does not already exist, you also have the option to create a new guest. To do this, click the 'Create guest' button to create a new guest profile and enter in the guests details, these include the below mandatory information:

• Name 
• Phone Number 
• Email 

After that, click Save to create the guest profile and continue with adding the party.

Please note: Any booking manually created will need to have a guest profile linked.

 

Viewing the Guestbook

To view your guestbook simply click on the tab ‘Guests’ on the left-hand side panel.

Here you can see a list of all of your guests including their name, phone number, email address, marketing opt in or opt out status, any guest tags and their visit and no show history.

 

Clicking into a Guest's profile

From the guestbook, you can click on the guest's name to see that guest's profile in more detail.

In the Guest profile tab, you can see more information under Guest details such as the data and time of when that guest was created in the system.

You can see a more detailed breakdown in the Visits tab to show how many: total visits, cancellations, no shows, as well as which of these were made as a booking, queues or walk-in.

You can add Guest tags using the Edit button and selecting the tags that you would like to assign to this guest. Learn more below about how you can edit your guest tags in the Guest Tag Settings.

You can also see Guest notes to store personal, individual details about customers such as 'Vegetarian' or 'Prefers window seat'. (This is different to Party notes that relate to party of a specific booking rather than to an individual).

In the Visits tab, you can see a list of all visits with a tag to indicate if that is a Booking, Queue or Walk-in). You can also see the status of that visit (whether it was Completed, marked as a No show, etc).

Clicking on a specific visit will reveal a side-panel on the right-hand side to show you more information about that visit (this is the same view if you were to click into a visit elsewhere in the RMS). 

 

Visits & no shows

• Visits show the total number of upcoming or completed visits to your restaurant.
• No shows indicate every time that guest has been marked as ‘no show’.

 

Managing Guest Tags

To edit your guest tags:

• Navigate to the Guests tab on the left hand side panel
• Click on the Guest tags tab
• You can edit any tags in the Accessibility, Dietary preferences or Preferences categories
  NOTE: Special and Allergies categories cannot be edited
• To create a new tag, click Add tag and start typing, press Enter and click Save.
• To delete an existing tag, click the 'x' next to the tag and click Save.
  NOTE: If you delete a tag, this will also delete itself on any guest profiles this tag was assigned to.
• To edit an existing tag, click on the tag and start typing a new name, press Enter and click Save.
  NOTE: When you make changes to an existing tag, this will change how this is displayed on any existing guest profiles on the system. 

 

Marketing opt-in status & exporting your customer data

You can see which email addresses have opted in to receive marketing communications with the icons below.

	This icon indicates that a guest has opted in to receive marketing communications from your business.
	This icon indicates that a guest has opted out of receiving marketing communication from your business.

 

You can easily export and download information about your guests who have opted in for marketing communications. This data can be used for your own marketing activities, such as sending promotional offers and updates to your customers.

Navigate to the Guests tab.
Use the 'All marketing' drop-down menu.
Select 'Opt in' to filter guests who have opted in for marketing communications.

Click the down arrow icon on the right-hand side of the screen. This will initiate the download of the data in a ZIP file format.
Click Export to confirm and start the download process.

The downloaded ZIP file will contain two CSV files with the following information:

1. Guests.csv

• Profile ID: Unique identifier matching the guest profile.
• Name: The full name of the guest.
• Email Address: The email address of the guest.

This file can be used to send promotional activities and offers to your guests.

2. Visits.csv

• Profile ID: Unique identifier matching the guest profile.
• Visit Time: The date and time of the visit.
• Party Size: The number of people in the guest's party.
• Visit Type: The type of visit (e.g. queue, booking, walk-in).
• Visit Status: The current status of the visit (e.g. completed, cancelled)

 

FAQs