Guest and Feedback Managment

Table of Contents

You can import already existing customer data into resmio. This requires that the data records are formatted in spreadsheet format (.csv). Below you will find a tutorial as well as a sample file for download.

1. Open your list of contacts in Microsoft Excel, Google Tables or another spreadsheet program.
2. Please make sure that your table is formatted correctly. To import guest data, the columns must be titled correctly and all in lower cases. Mandatory columns for guest data import:
   • name
   • email

   Optional columns:

   • phone
   • street
   • city
   • zip
   • notes
3. Next go to “Guests” > the arrow net to “Add guest” > “Import” in your resmio account.
4. Now you can upload your existing contacts and send your newsletter to all guests if you would like.

Guest tags are a great way to segment guests, such as by relevance (VIP) or preferences in terms of seating, food and beverage.

• Below“Settings” > “Guests” > “Guest tags” you can define guest tags, which you can then assign to your guests if desired.
• As soon as you add a new guest to your guest database all guest tags that you have previously set will be available.
• You can also add tags to existing guests later on.

Tags assigned to guests are visible to all employees in the booking overview, for example.

In your webapp you can view all your saved guest data on the left hand side below  “Guests”. Clicking on a guest opens a detailed view with all the information stored about this guest. At the top right you can change or expand the data using the “Edit” button.

You have the possibility to block certain guests (e.g. because they did not show up without cancellation too often) directly in your guest database so that they can no longer book online.

• Select “Guests” and search for the corresponding guest using the search field. Then click on the guest or guest file and select “Edit” > “Block”.
• The next time the guest tries to make a booking with this saved email address, he will receive a message saying that the booking is not possible.

We offer a contact tracking solution with digital check-in. Our guest check-in solution utilizes QR codes that allow guests to self-check-in and check-out when visiting your restaurant.

• You can generate the corresponding QR codes below “Settings” > “Guests” > “QR code check-in”. You have the option to create a QR code per table or you can create a general QR code for the entire restaurant if you don’t want/need to differentiate between tables.
• Then print out the QR codes and place them on the tables or in the restaurant. As soon as the guests have checked in you will find them below “Guests” > “Check-ins”.
• Guests can either check themselves out when they leave the restaurant or they will be checked out automatically after 3 hours.
• You can export the list of checked-in guests as a CSV file by clicking the icon in the upper right corner.

With automatic rules, you can adjust various system operations more individually to your restaurant business. In this way, you can save a lot of time in your daily business, as previously manually performed tasks can be automated.

This feature is especially interesting for experienced users.

• You can set automatic rules under “Settings” > “Guests” > “Automatic rules”, and enable / disable them in this section.

Several rules can be active at the same time.

Automatic rules follow a simple logic: an event trigger automatically kicks in a specific action when one or more conditions are met.

Some ideas for automatic rules that you can implement in your restaurant can be seen below. We plan to expand the scope of selectable system operations in the future.

• Below “Settings” > “Guests” > “Feedback & Google reviews” you can activate the feedback feature and adjust settings for it. If you check the “Enable Feedback” box your guests will automatically receive an email asking them to leave feedback. When your guests leave feedback you will also directly receive the response back.
• Also you have the option to set a redirect to Google Review. If you check the “Enable google reviews redirects” box your guests will also be redirected to your Google review page after providing feedback.
• Via the drop down menu you can choose if you want your guests to be first directed to resmio or to Google.

Below “Settings” > “Integration & connections” > “Feedback widget & reputation badge” you find the HTML code for the feedback widget & reputation badge. Just copy the desired code and integrate it on your website or for example send it to your web developer for integration.

Please note that you need to check “Enable public guest satisfaction and reviews” below  “Settings” > “Guests” > “Feedback & Google reviews” first so that the widget can be published.

• Basically when submitting their feedback, guests are asked whether they agree to their comments being made public. After the guest has agreed, you as a restaurateur can actually decide for yourself whether the comment should appear in your feedback widget or not. Check or uncheck the “Public” box next to the comment of the guest below  “Guests” > “Feedback”.
• If the guest decided the feedback should not be made public only you can see it anyhow and publication is not possible.
• All ratings are included in the satisfaction rate (percentage of guest satisfaction) no ratings can be excluded here as this would otherwise distort the result.