Booking platforms manage table plans, availability, deposits, guest notes and reminder messages, and many integrate with the POS to link spend to each guest. Used well, they reduce no-shows, help turn tables efficiently and build a picture of regulars. Some systems come with consumer-facing apps that bring new diners, but those often charge per cover or take a commission, and the venue may not fully own the relationship with the guest. Fees, contract terms, data ownership and how easy it is to export your guest list all vary, so operators should read the small print.
Guest data, including allergies, preferences and marketing permissions, is personal data under UK GDPR, so venues need a lawful basis, clear privacy information and good security, and marketing requires appropriate consent or the soft opt-in where it applies. Staff need training to keep notes accurate and respectful, since guests may ask to see what's recorded about them. A booking system is a tool for hospitality, not a substitute for it.
What we ask on the show
- Who owns the relationship with the guest, you or the booking platform?
- What's the strangest guest note you've seen on a booking?
- Do per-cover fees make booking apps worth it?
- How do you balance online bookings with walk-ins?