Written by Chirag
Most restaurants, supermarkets and other businesses are limiting the number of people on premises to promote social distancing.
But do you see those tired, disappointed and frustrated faces waiting for their turn? They will soon be turning away from the door- unless you engage them and manage the crowd smartly. This is where a guest management system can come in handy.
What is guest management?
A guest management solution for your business helps you engage with your customers directly, from the time they visit the outlet.
With scan and go applications and self check-out counters coming up in the Indian shopping culture, businesses have shifted the focus to other aspects of queue management.
With a smart GMS dashboard, businesses are delivering better customer experience. For instance, inform them of the approximate wait time and offer alternatives to keep them busy as well.
Quick queries like “Why don’t you enjoy a drink in the lounge?” or “Have you checked out the offers on our interactive mobile app?” can go a long way in retaining customer loyalty as well.
What does a guest management system (GMS) do?
1. 360-degree view of guests
The primary role of a GMS is to provide a 360-degree view of guests at your outlet- those who are seated as well as those who are waiting patiently. You can also sort customers according to their time of occupancy, edit their details and send an SMS or WhatsApp message from the dashboard itself.
2. Cater to their needs
Your guests won’t want to scroll through their phone while waiting for their turn. They want to know when they can sit down to eat delicious food, or buy whatever they came to buy from your store. So give them what they need.
Use the SMS and WhatsApp features to send them estimated wait time, and to inform them that their table is ready. You can also automatically send text reminders to guests sometime before their reservation to help reduce no-shows.
3. Trendsetting practices
When you have successfully smoothed out this possibly harrowing experience for your customers, you can send a feedback form to them from the same dashboard once they leave.
This presents an opportunity for passive engagement and keeping your brand on their minds long after they have left the outlet.
GMS is powering online reservations and contactless solutions
The FnB sector is seeing a new wave of contactless ordering where customers scan the code on the table, to see the digital menu and place the order online.
The growing trend of curbside pick-up is also helping businesses to serve more customers without any crowding. Brands are building their own applications where customers just order what they want and pick it up on the scheduled time. All of these services are topped off with digital payments to avoid physical contact.
Even customers who arrive in their car can choose one of the designated parking spots, place their order from right outside the store and get their groceries delivered to the car– completely contactless.
It would be useful for them to know the expected waiting time in case of unforeseen delays.
Another simple, yet effective practice is scheduling the customers’ visits. Salons do not allow extra guests and have shortened the queues by offering online appointments. Online reservations allow the outlet to distribute this incoming crowd effectively.
Amplify your customer experience with eWards guest management
Getting customers in through the door of your outlet is a small victory. Keeping them there, however, can present a huge challenge. With the eWards GMS dashboard, your task becomes a little easier.
With eWards, it’s possible. Get in Touch with us for more details.
