In the modern world where technology is readily available, booking a reservation and doing a no-show is easier than ever. These are my top tips for reducing customer no-shows.
No-Shows have become a massive headache for operators in our industry, affecting restaurant sales directly. I call this trend from customers ''Restaurant Promiscuity'', in essence - Zero or Very Little Loyalty!
No shows would once make up only 5% of bookings but could now be as high as 15% causing a major negative effect across the industry.
I think starting with a good reservation software system is important. One that is modern and congruent with peoples desire to respond, or in this case lack of desire to cancel their reservation.
Utilizing clients details on booking platforms like Chope or OpenTable allows you to send booking reminders to guests - it also offers an easy option for guests to cancel.
In hotels in order to reduce no-shows it has been known to overbook the hotel at the same time as guests can book many different types of rooms and different packages, the cheaper rates are usually Non Refundable bookings this way even if the guest does not arrive the room is paid for in full.
The problem of restaurant no-shows has been a consistent problem for businesses for many years. Quite recently London and other large cities experienced issues of customers booking multiple restaurants for tables at the same time and then deciding which venue they would actually arrive at without cancelling the other bookings.
No shows are indeed annoying. They don’t usually happen in a team that is well jelled together: With the right teamwork spirit, your people wouldn’t want to let their colleagues down.
A good friend tweeted this week “Overheard whilst leaving the restaurant, 'I've booked here and another place round the corner, shall we look at the menus and decide?' I thought people were better than that now.”
