A guest’s record

Open a record

Tap a guest in Guests, or press Open the guest record on one of their bookings; on a tablet in Office mode that button reads Fix name or contact. The record opens over the screen, with the name, email and phone at the top, and Contact verified when it applies. Four figures follow: visits, cancellations, no-shows and strikes.

From a tablet in Office mode, Edit name or contact changes the name, email or phone. Replacing or removing an email or phone already on the record asks you to tick a box first, because reminders and links go to it.

Visits and bookings

Bookings lists their bookings at every restaurant on your account, by date, with the next one still to come pinned above as Next. A booking at this restaurant opens with a tap. Under the list, What they said shows each mark out of five and each comment the guest left after a visit, then the waiting lists they joined and the table alerts they asked for.

Tags and seating preferences

Tags holds the system’s tags and yours. Add a tag puts one of your own tags on the guest; the system’s come and go by themselves. Seating preferences keeps where they like to sit, such as by a window, and says so when no table on your floor is marked for it. Preferences are changed from a tablet in Office mode, with Add a preference.

Allergies and dietary needs

Each entry comes from a closed list: the fourteen allergens of European food labelling, or Something else described in the guest’s words. It is marked Allergy, Intolerance or Diet, and Severe when it is. Under each one, the record says whether the guest declared it or your staff recorded it, and the day it was last confirmed.

1. Press Add a need.
2. Choose Kind and What, and describe it if you chose Something else.
3. Tick Severe if it is, and press Add. For an entry already on the record the button reads Confirm again, and it moves the last-confirmed day to today.

Remove asks first, then takes the entry off every booking the kitchen sees, here and at your other restaurants; the message that follows offers Undo.

Allergies on every plan

Safety is not a paid feature. On every plan, an allergy, or anything marked Severe, shows on the service screen and on the booking itself, even where the guest book is not included. What Pro and Enterprise add is the record that stays from one visit to the next.

No-shows and strikes

No-show record lists every booking the guest did not come to. A no-show becomes a strike when there is proof they were told, by a reminder that was delivered or their own confirmation, on a contact they gave themselves; a strike lasts twelve months, and a no-show marked automatically is never one. A manager can set one aside from a tablet in Office mode: press Dispute, write why, then Neutralise. What strikes do to online bookings is set in Settings › Guests & lists.

Staff notes

Staff notes are your team’s own observations, such as a favourite table or the wine they like. Type one under Add a note and press Add. Notes are never shown to the guest, and they are left out of the data you export for them.