Guest and Feedback Managment · Full Guide
· Use the guest database to learn more about your customers and improve your service
· Automate the collection of restaurant reviews and increase the popularity of your restaurant
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.
How guest data import works in resmio
Preparation
- Open your contact list in Microsoft Excel, Google Sheets, or another spreadsheet program.
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- Please use only the columns listed below (at least “name” and “email”).
- The upper columns must be titled correctly in English.
- Please merge first and last names into one column “name”
- Only one value per line (multiple phone numbers, email addresses, or guests are invalid)
- Please refrain from using other formatting (bold, italics, fonts, etc.). If you use your own table, please make sure that your table is formatted correctly!
column name Required for import yes / no? name Absolutely necessary email Absolutely necessary phone optional street optional city optional zip optional notes optional file export
- Be sure to save your file in .csv format. Other file formats are not supported during import. Our tips for exporting files:
- Keep the file name short and simple.
- Please use lower case in the file name.
- The file name must not contain any special characters (dots, hyphens, spaces, etc.)
Import guest data
Once you have prepared your file for guest import, you can upload it to your reservation system:
- Go to
Guests in your resmio account and click on the arrow “⌄” next to the Add Guest button in the top right-hand corner. - Select “Import” in the dialog window.
- You can now upload your existing contacts.
- You will receive a success or error message by email a few minutes after the upload.
Guest tags are a great way to segment guests, such as by relevance (VIP) or preferences in terms of seating, food and beverage.
- Under
“Settings” > “Guests” > “Automation“ > “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 under <
“Guests“.
- Clicking on a guest opens a detailed view with all the information stored about that guest:
- Contact details
- Additional personal data such as birthday, if applicable
- Guest tags
- Metrics such as number of reservations, orders, and voucher purchases
- Status via email newsletter verification/feedback emails
- At the top right you can change or expand the data using the "Edit" button.
As the number of guests (and service staff) grows, so does the likelihood that duplicates (double entries) will eventually end up in your guest database.
You can clean up your contacts with duplicate entries created by mistake:
- Select under Guest the desired data records that you want to merge into one and click Edit Selection > Merge in the top right corner.
- In the following window, select which guest details (name, email address, telephone number) should be retained in the merged data record.
- Confirm the merge with Save.
You have the possibility to block certain guests (e.g. because they did not show up without cancelling 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.
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” > “Automation“ > “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.
With this rule set, guests are automatically assigned a guest tag based on their visits / orders / feedback. The guest tag can be viewed by your staff in the reservation overview and then enables, for example, the easy identification of regular guests.
Bookings
- Event: Booking is updated
- Condition: Visits count greater than 10
- Action: Add guest tag – VIP
Orders
- Event: Order is updated
- Condition: Orders count greater than 5
- Action: Add guest tag – “Delivery regular”
Feedback
- Event: Feedback left
- Condition: Feedback generally poor
- Action: Add guest tag – “Critic”
You can have the system automatically add guest notes as well as notes directly to bookings. Corresponding notes can support the service staff in their daily business.
Bookings
- Event: Booking is updated
- Condition: Cancellation count greater than 3
- Action: Add guest note – Beware, high cancellation rate!
Feedback
- Event: Feedback left
- Condition: Feedback generally positive
- Action: Add booking note “Offer 1x free beer”.
In some circumstances, it can be helpful to block unwelcome guests from placing online reservations or to have guest data automatically deleted from the system.
Block guests
- Event: Booking is updated
- Condition: No-show count greater than 2
- Action: Block guest (+ if necessary add additional guest note for reference when adding a manual table reservation via phone)
Remove guests from the system
- Event: Booking is updated
- Condition: Booking creation date before date XX.YY.ZZZZ
- Action: Delete guest
Guest reviews and feedback management
Encouraging guest reviews are the best marketing for your restaurant. resmio makes it easy and convenient for you to gain extra customer reviews and use them to promote your website to the public via widgets.
- Under “Settings” > “Guests” > “Feedback“ > “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.
You can get feedback both in your resmio account and on Google.
- Under “Settings” > “Guests” > “Feedback“ > “Feedback & Google reviews”, you can direct your guests to your Google Business profile by checking “Enable google review redirects“.
There are two different options avaiable:
Forwarding to Google activated and guests are first directed to resmio.
In this case, the guests give a rating at resmio and are then redirected to Google to give a rating there as well.
The advantage of this is that you can specify that only guests with a good rating are forwarded to Google. You can set the number of stars from which you want to forward the rating under “Minimum average feedback:“.
Forwarding to Google activated and guests are first directed to Google.
In this case, guests will be redirected to Google immediately and will not post a review in your resmio portal first. So the guests only have to write one review.
However, this way you can’t talk to the guest about their feedback beforehand.
There are four different categories that your guests can rate:
- Food & Drinks
- Service
- Atmosphere
- Overall satisfaction
You can specify which ones your guests should rate individually under 
“Settings” > “Guests” > “Feedback” > “Feedback configuration”.
On the left side under “Guests” > “Feedback“ you can find the reviews that your guests have left in resmio. You can filter the reviews by time period and by the number of stars.
In addition, you can respond directly to the feedback via your system if you wish. resmio will then send an email to the guest with your response.
Last but not least, you can also show or hide comments in the feedback widget.
Under “Guests” > “Google Reviews“ you can see how many of your guests have been referred to Google. The feedbacks themselves can be found on your Google Business Profile.
This does not necessarily mean that those guests have actually reviewed your restaurant on Google. Any Google feedback that has been published can be found in your Google Business Profile. To view it, click on the button in the top right-hand corner View Google reviews .
Use the rating and feedback widget to advertise customer reviews on your website.
- Under Settings > Integrations > Widgets & Newsletters, you will find the HTML codes for the rating and feedback widget.
- Simply copy the desired code, integrate it into your website, or send it to your web developer, for example.
- Or use our free widget installation service.
Good to know: Before integration, you should go to Settings > Guests > Feedback and check the box next to Enable guest satisfaction rating and reviews so that the widgets can be published.
Provided you have positive restaurant reviews, the review widget is an ideal marketing tool for your website. Integrate it in a place that is easily visible to your guests, such as on the home page.
Currently, the following settings can be configured for the resmio rating widget:
- color selection
- language
The width and height of the widget correspond to the dimensions of the “container” in which the widget is embedded.
If you want to adjust the size of your rating widget, you can do so by adding another div container and specifying a width and height.
A code example based on our demo restaurant “Ristorante resmio”:
<div style="width:100px; height:125px"> <div class="resmio-reputation-widget" data-resmio-reputation-id="ristorante-resmio" data-resmio-reputation-language="de" data-resmio-reputation-color="darkBlue"></div> <script> (function() { var script = document.createElement("script"); script.async = true; script.src = "https://static.resmio.com/static/reputation-widget.js"; var entry = document.getElementsByTagName("script")[0]; entry.parentNode.insertBefore(script, entry); })(); </script> </div> In addition to the average restaurant rating, resmio’s feedback widget also displays any guest comments.
The highlight: You decide which comments are publicly visible to third parties. This means you can prevent inappropriate comments from being displayed in the first place.
- Go to your account and select Guests > Feedback.
- Check or uncheck the box next to “Public” to show or hide a comment in the widget.
- Guests must always consent to the publication of their feedback when submitting a review in order for the comment to appear in the widget.
Currently, the following settings can be configured for the resmio rating widget:
- Number of comments
- language
An overview of all guest reviews submitted via resmio can be found in your system under “Guests” > “Feedback“.
- Basically when submitting their feedback, guests are asked whether they agree to their comments being made public.
- With his consent for publication, however, you can decide for yourself once again whether the comment should be publicly viewable in your feedback widget or not.
- Check or uncheck the “Public” box next to the comment of the guest below “Guests” > “Feedback“.
- 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.
In the feedback overview under Guests > Feedback , you can respond directly to your guests’ reviews by email.
- Click here for the respective guest comment on the button Reply.
- Enter your answer in the following dialog box and click Send.
- Responded comments are marked accordingly.
Your response is not public, so it will not be displayed in the feedback widget.
If guests leave negative feedback, you can automatically redirect them to a page you specify during the application process.
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- You can find the link for this under Settings > Guests > Feedback > Activate custom redirects for negative feedback.
- You can find the link for this under
