Product Guide - Aloha Guest Manager - · PDF filethe host can proactively manage ... •...
22
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc. PAGE 1 PRODUCT TRAINING GUIDE ALOHA GUEST MANAGER Inside this guide: Product Overview 3 Implementation Details 12 “Big 5” Benefits 15 Customer Value Proposition 16 Return on Investment 17 Features, Advantages & Benefits 18 Frequently Asked Questions 22 TABLE OF CONTENTS
Transcript of Product Guide - Aloha Guest Manager - · PDF filethe host can proactively manage ... •...
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 1
PRODUCT TRAINING GUIDE
ALOHA GUEST MANAGER
Inside this guide:
Product Overview 3
Implementation Details 12
“Big 5” Benefits 15
Customer Value Proposition 16
Return on Investment 17
Features, Advantages & Benefits 18
Frequently Asked Questions 22
TABLE OF CONTENTS
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 3
What is ALOHA GUEST MANAGER?
Aloha Guest Manager provides an innovative solution for optimizing the guest experience and maximizing seat utilization. Aloha Guest Manager provides the tools to intelligently track table status and reduce the time tables are left unseated, maximize seating efficiency, and capture key guest information to provide personalized service. Aloha Guest Manager provides reservation management, waitlist management, table management and guest tracking. — all with tight integration to Aloha POS.
PRODUCT OVERVIEW - ALOHA GUEST MANAGER
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 4
Aloha Guest Manager
PRODUCT OVERVIEW - WAITLIST MANAGEMENT
• Configurable list of Requests and Occassions
• System generated Intelligent wait quote based on waiting parties, upcoming reservations/call-aheads against table status and expected turn times
• Optional Seating Chits will print to local receipt printer when guest greeted and when guest is sat.
CURRENT FEATURES • Track Walk-ins, Call-Aheads, and
Reservation guests waiting for tables • Indicate key guest attributes (VIP, 1st
time guests) • Capture Pager# and integrate to paging
transmitter (HME, JTech, Microframe Boards)
• Display guest info and requests • Pre-Assign parties to tables • Sortable columns
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 5
PRODUCT OVERVIEW - WAITLIST MANAGEMENT
2
3
4
5
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 6
PRODUCT OVERVIEW - TABLE MANAGEMENT
1 2
CURRENT FEATURES • Supports multiple floor zones (i.e., patio, bar area) • Color coded table status (Open, Sat, Dirty, Closed) • Guest Attribute on table (VIP, 1st time guest) • Suggested Seating based on seating efficiency and server rotation • Joinable tables • Time sat timers with alert when party exceeds expected turn time • Pre-assigned party indicator on table • Remote table status update (POS terminal or handheld)
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 7
PRODUCT OVERVIEW - TABLE MANAGEMENT
1
2
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 8
PRODUCT OVERVIEW - RESERVATION MANAGEMENT
SCREEN SHOTS
Aloha Guest Manager
CURRENT FEATURES • Definable reservation books by day of
week and specific dates • Summary records for open slots to
minimize host paging • Large Party management requiring
manager code • Enable moving or changing existing
reservations with option to require manager code
• Search reservations by guest • Guest check-in from reservation book
or from waitlist
• Capture guest preferences and information that is stored with guest record
• Capture multiple phone numbers per guest
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 9
PRODUCT OVERVIEW - RESERVATION MANAGEMENT
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 10
PRODUCT OVERVIEW - SERVER MANAGEMENT
CURRENT FEATURES • Color coded stations with server
names (colors are configurable) • Create stations on the fly or load pre-
configure station plans • Edit stations on the fly without
affecting station template • Mark tables as open or closed • Easily swap out server assignments • Server assignments real-time • Pull employees from Aloha POS
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 11
PRODUCT OVERVIEW - SERVER MANAGEMENT
Aloha Guest Manager
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 12
IMPLEMENTATION DETAILS
ALOHA GUEST MANAGER Implementation Details
Aloha Guest Manager consists of a server component and terminal component. The server component runs on the existing Aloha POS BOH server. The terminal components can run on remote terminals on the floor as well as the desktop systems in the office (including the BOH machine). • The server machine will need SQLServerExpress to support the Aloha Guest Manager
Database. • Any machine running the terminal component must have the Microsoft .NET 3.0
framework installed. • Aloha Guest Manager is compatible with XP Embedded, XP Pro, and Windows NT
operating systems
1
2
3
4
IMPLEMENTATION
HARDWARE REQUIREMENTS
SUPPORTED DEVICES
PRICING
• Aloha Guest Manager is sold as a site license for the in-store application. This license must be ordered on the Aloha HASP key
• Above-store modules will be priced separately once available (Central Guest Datastore, On-line Reservations, Enterprice Reporting, Aloha Enterprise Management)
• Integrated with HME and JTech pagers and Microframe paging boards
• Integrated with HME Tablescout handhelds for remote table status updates
• Epson TM88 Receipt Printer
• BOH Server: 1G RAM • Terminals: 1G RAM • Keyboard/Mouse optional for terminals
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 13
IMPLEMENTATIONS DETAILS
Aloha Guest Manager provides a FloorPlanEditing tool to create and maintain floor plans for specific clients. The Guest Manager Application must be installed and running to use the FloorPlanEditor. • Select Table Graphics from existing graphics library or create custom table graphics • Set size of table, rotation, seat numbers, and table number • Drag and move tables to correct positions • Create and maintain multiple floor zones • Create backgrounds using existing graphical elements or create custom elements
5 FLOOR PLAN CONFIGURATION
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 14
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 15
“BIG 5” BENEFITS
What are the most significant ALOHA GUEST MANAGER BENEFITS?
• Reduce the time tables sit empty with real time remote updates that let a hostess know as soon as a table is dirty or clear.
• Accurate wait quotes reduce walk-aways due to overquotes
• Accurate quotes reduces risk of frustrated guests due to underquotes
• Accurately capture and respond to guest requests and preferences
• Flag guests with guest attributes clearly visible on the waitlist and the floor view
• Remove guesswork when quoting wait times • Ensure compliance with guest requests when seating
guests • Alert to guests with wait time approaching quote time so
the host can proactively manage • Automate server rotation when seating • Reduce call times for reservations and increase
reservation taking capacity
• Identify problem areas in the seating cycle • Identify high and low performing servers in the seating
cycle • Identify repeat and VIP guests and provide personalized
service
• Intelligent seating suggestions that match party size to table size to maximize seating efficiency—reducing the number of empty seats
• Know when tables will come available and avoid seating small parties at large tables
1
2
3
4
5
SEAT MORE GUESTS
INCREASE SEAT UTILIZATION
ENHANCE GUEST EXPERIENCE
INCREASE HOST PRODUCTIVITY
ENABLE OPERATIONAL ANALYSIS
Maximize parties to table size to accommodate more guests
Capture and report on operational indicators to pinpoint areas for improvement
Eliminate manual paper processes and enable the host to focus on seating guests and customer service
Accurately capture guest information to ensure a high level of service and increase repeat visits
Real time table status updates reduce the time tables sit empty
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 16
CUSTOMER VALUE PROPOSITION
How do I correctly POSITION ALOHA GUEST MANAGER?
IN- When speaking with an OWNER
When speaking with a MANAGER
When speaking with I.T. STAFF
K N O W
Y O U R
A U D I E N C E
Aloha Guest Manager... • Improves the customer experience with tracking of guest requests, accurate wait quotes,
tracking guest preferences, and identifying priority guests for manager visits • Organizes the capture of guest preferences and ensures compliance with these requests when
seating • Maximize seating efficiency by suggesting the best match of tables and waiting parties • Measures operational performance with integrated reports
Aloha Guest Manager... • Reduces the time tables sit empty with real time status updates from the POS and remote
devices • Capture turn time data from time sat to time table cleared—identify areas for focus to
improve turn times. Alerts when tables exceed expected turn times • Assess server performance against check times • Automate server rotation • Guest Attributes on the floor view for quick identification of preferred guests • Increases quote time accuracy, reducing disgruntled guests and walk aways • Provides real-time operational statistics for improved resource management
Aloha Guest Manager... • Integrates seamlessly with Aloha POS • Provides reliable back-up process • Leverages a SQL Express database to support custom reporting • Site license allows site to take reservations and call aheads in the back office
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 17
What contributes to the ALOHA GUEST MANAGER ROI?
RETURN ON INVESTMENT
Aloha Guest Manager provides functionality that OPTIMIZES the guest experience and MAXIMIZES seat utilization. Managing the realities of guest management and seating operations with this powerful software application allows your customers to focus their efforts on seating more guests faster while providing personalized service to the guest.
SEAT MORE GUESTS Aloha Guest Manager provides a number of ways to increase the number of guests sat during a shift, increasing revenue. • Reducing the time tables sit empty leads to more table turns a night. This in turn also
leads to shorter wait times reducing the number of walkways • Intelligent wait quotes result in more accurate wait quotes reducing the number of guests
that walk-away either initially due to overquotes or later due to frustration with underquotes
• Suggested seating that optimizes party size to table size results in more seats being utilized during a shift
• Table turn information during the check cycle helps identify opportunities to optimize the operations … either areas in the dining cycle or low performing servers that need attention.
INCREASE REPEAT GUESTS Providing an improved level of service means a better dining experience for your guests, leading to more repeat visits and recommendations to other potential guests. • Intelligent wait quotes that more accurately reflect the actual wait time increases the
positive perception of your guests. Overquoting and underquoting will lead to a higher level of guest frustration and negative perception of their experience
• Identifying your repeat guests and “remembering” their preferences will lead to higher guest loyalty and repeat visits from your priority guests
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 18
PAIN POINT FEATURE
Host staff is dependent on host updaters to communicate when tables are ready for seating, especially when the host cannot see all the tables.
Remote Update Capability by servers, bussers, managers or
host staff
Staff estimates may not always be accurate and become less reliable during peak periods. Results in under and overquotes leading to frustrated guests and walk-aways.
Intelligent Wait Quotes
Staff turnover often makes it difficult to deliver personalized service to your most frequent and loyal customers.
Capture Guest Information and Preferences
Host staff has no insight into tables that will be coming available soon limiting their ability to seat a large party ahead of a small party. Large parties wait longer than they need to and seats are underutilized.
Table Timers, Check Status Updates, Intelligent Wait Quote
Manual pen and paper process is prone to errors and information getting lost or missed
Electronically Track Guest Requests
Staff must maintain additional paper and manually track server seatings. This process is prone to errors and servers complaining. Host staff may prioritize server rotation over seating efficiency.
Automated Server Rotation
Coordinating large parties to multiple tables near eachother results in tables sitting empty for long periods of time.
Table Timers and Check Status Updates
Managers guess at their actual turn times from time table sat to time table is available again for seating. Limited information for identifying areas for improvement in the dining cycle.
Integration with Aloha Table Service to Track Table Turn Times
QUESTION
How do you currently identify tables available for seating?
How do you currently calculate wait quotes?
Do you have frequent customers with specific seating requests or dining needs? How do you track that information?
Describe your process for maximizing your seating efficiency?
Describe your process for ensuring that guest requests are accommodated when seating?
How do you currently manage rotating table seating across servers?
Do you typically have large parties that require pulling together multiple tables?
Describe your process for identifying tables that are exceeding target times during the dining cycle?
NEEDS ASSESSMENT
FEATURES, ADVANTAGES & BENEFITS - ALOHA GUEST MANAGER
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 19
LINKING SOLUTIONS
DEMONSTRATE VALUE
ADVANTAGE BENEFIT ROI DEVELOPMENT
Immediate table status communication using remote devices enables host staff to begin paging and seating guests as soon as the table becomes available.
Reduces the time available tables sit empty. Seats more guests
Calculates wait quote based on expected turn times, waiting parties and expected reservations. Removes the guesswork and provides accurate quote times to guests.
Provides a positive guest experience. Reduces walk-aways Increases repeat visits
Serves regular customers quickly and accurately by saving their guest information and preferences. VIP guests flagged on the floor plan for manager table visits.
Enables personalized service to repeat customers by providing important guest information at all customer touchpoints.
Increases repeat visits
Staff can easily identify tables that are close to leaving through timers and check status updates. Suggested seating skips smaller parties when a small table is expected to be available within the next 5 minutes.
Maximizes seat utilization. Seats more guests
Guest requests are displayed prominently on the waitlist and suggested seating reflects these requests
Provides a positive guest experience when their guest request are accommodated Increases repeat visits
Suggested Seating tracks server rotation automatically for the host. Rules can be configured to ensure that seating efficiency is weighted heavier than server rotation.
Increased server productivity and increased seat utilization
Improves labor utilization Seats more guests
Table timers and auto updated check status enables host staff to better identify tables close to eachother that will come available close to the same time.
Reduces the time that tables sit empty to accommodate large parties Seats more guests
Tracks actual table turn times throughout the dining cycle against targets to identify areas and servers that need attention.
Managers can focus on specific problem areas for improvement to reduce table turn times
Seats more guests Increases guest satisfaction
R
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 20
FEATURES, ADVANTAGES & BENEFITS - ALOHA GUEST MANAGER
QUESTION PAIN POINT FEATURE
Do you know your current wait quote times and how many guests are waiting longer or shorter than the time quoted to them?
Under and overquoting the wait time results in frustrated guests and walk-aways.
Operational Reporting
How do you currently manage call ahead guests?
Differentiating between call ahead guests that have not yet arrived and those that have arrived leads to inefficiency at the host staff when managed manually. This reduces the focus of the host on the guests and seating them as quickly as possible.
Call Ahead Management
How do you currently manage reservation guests waiting for a table with walk-in guests also waiting for a table?
Reservations, walk-ins and call aheads is usually a patchwork of processes and applications.
Consolidated Reservations and Walk-ins
NEEDS ASSESSMENT
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 21
R
LINKING SOLUTIONS
DEMONSTRATE VALUE
ADVANTAGE BENEFIT ROI DEVELOPMENT Collect and report on actual wait times
against wait quotes and actual walk-aways. Display alerts for guests that are exceeding their quoted wait time.
Know how much business you lose to inaccurate wait quotes. Identify guests approaching or exceeding their quoted wait time and accelerate making tables available.
Increases guest satisfaction
Automatically tracks the correct location of call ahead parties in the waitlist. Call aheads not yet arrived are color coded for easy identification. When seating, not yet arrived parties are filtered out so the host staff doesn’t even consider them.
Call ahead guests are not lost on separate pieces of paper. Host staff is freed up to focus on the guests and seating.
Improves staff productivity Increases guest satisfaction
Simplifies the management of reservations and walk-ins by consolidating these guests on one list in priority seating order.
Improves host staff efficiency. Seats more guests Increases guest satisfaction
Copyright © 2008, Radiant Systems, Inc. The information contained herein is confidential and proprietary, and may not be reproduced, disclosed to others, transmitted, stored in a retrieval system, or translated into any language, in any form, by any means, without the written permission of Radiant Systems, Inc.
PAGE 22
Is AlohaGuestManager offered as a stand-alone solution? Yes. AlohaGuestManager does not require Aloha POS. Can I run AlohaGuestManager on the POS terminals? Not yet. Right now, Aloha Guest Manager must run on a standalone terminal. In the future, we will provide a way to toggle between GuestManager and Aloha POS. How is AlohaGuestManager licensed? AlohaGuestManager is sold as a site license for the in-store application.. What are the system requirements for AlohaGuestManager? Aloha GuestManager requires Windows© XP SP2 and .NET3.0 on an XP-class machine. 1 GB RAM on terminals. 1GB RAM on the BOH server. Aloha GuestManager will not run on Win95, Win98, NT4.0, Win2000, or earlier operating systems as they do not support .NET3.0 Does Aloha GuestManager support On-line Reservations? On-line Reservation is currently in Beta Test and will be available for general release in 2013. Is Aloha GuestManager integrated with FloorPlan in AlohaPOS? No. Aloha FloorPlan and Aloha GuestManager serve two different operational purposes. FloorPlan supports server functionality within the POS while GuestManager supports table management Host functionality. In the future, the floor plan configuration for both solutions will be integrated.
FREQUENTLY ASKED QUESTIONS
kenmo
Sticky Note
Accepted set by kenmo
kenmo
Sticky Note
Accepted set by kenmo
