aloha guest manager

PRODUCT TRAINING GUIDE
ALOHA GUEST MANAGER
TABLE OF CONTENTS
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
PAGE 1
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.
PRODUCT OVERVIEW - ALOHA GUEST MANAGER
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.
PAGE 3
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.
PRODUCT OVERVIEW - WAITLIST MANAGEMENT
Aloha Guest Manager
CURRENT FEATURES
•
•
•
•
•
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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
•
•
•
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.
PAGE 4
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.
PRODUCT OVERVIEW - WAITLIST MANAGEMENT
2
3
4
5
PAGE 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.
PRODUCT OVERVIEW - TABLE MANAGEMENT
2
1
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)
PAGE 6
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.
PRODUCT OVERVIEW - TABLE MANAGEMENT
1
2
PAGE 7
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.
PRODUCT OVERVIEW - RESERVATION MANAGEMENT
Aloha Guest Manager
SCREEN SHOTS
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
PAGE 8
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.
PRODUCT OVERVIEW - RESERVATION MANAGEMENT
PAGE 9
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.
PRODUCT OVERVIEW - SERVER MANAGEMENT
CURRENT FEATURES
•
•
•
•
•
•
•
Color coded stations with server
names (colors are configurable)
Create stations on the fly or load preconfigure 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
PAGE 10
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.
PRODUCT OVERVIEW - SERVER MANAGEMENT
Aloha Guest Manager
PAGE 11
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.
IMPLEMENTATION DETAILS
ALOHA GUEST MANAGER
Implementation Details
1
2
IMPLEMENTATION
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
HARDWARE REQUIREMENTS
•
•
•
3
SUPPORTED DEVICES
•
•
•
4
BOH Server: 1G RAM
Terminals: 1G RAM
Keyboard/Mouse optional for terminals
Integrated with HME and JTech pagers and Microframe paging boards
Integrated with HME Tablescout handhelds for remote table status updates
Epson TM88 Receipt Printer
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)
PAGE 12
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.
IMPLEMENTATIONS DETAILS
5
FLOOR PLAN CONFIGURATION
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
PAGE 13
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.
“BIG 5” BENEFITS
What are the most significant
ALOHA GUEST MANAGER BENEFITS?
1
SEAT MORE GUESTS
Real time table status updates reduce the
time tables sit empty
2
• 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
INCREASE SEAT UTILIZATION
Maximize parties to table size to
accommodate more guests
3
4
ENHANCE GUEST EXPERIENCE
Accurately capture guest information to
ensure a high level of service and increase
repeat visits
INCREASE HOST PRODUCTIVITY
Eliminate manual paper processes and
enable the host to focus on seating guests
and customer service
5
• 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
ENABLE OPERATIONAL ANALYSIS
• 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
Capture and report on operational
indicators to pinpoint areas for
improvement
PAGE 15
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.
CUSTOMER VALUE PROPOSITION
How do I correctly
POSITION ALOHA GUEST MANAGER?
When speaking with an OWNER
IN-
K
N
O
W
Y
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A
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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
When speaking with a MANAGER
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
When speaking with I.T. STAFF
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
PAGE 16
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.
RETURN ON INVESTMENT
What contributes to the
ALOHA GUEST MANAGER ROI?
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
PAGE 17
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.
FEATURES, ADVANTAGES & BENEFITS - ALOHA GUEST MANAGER
NEEDS
ASSESSMENT
QUESTION
PAIN POINT
FEATURE
How do you currently identify tables
available for seating?
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
How do you currently calculate wait
quotes?
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
Do you have frequent customers with
specific seating requests or dining
needs? How do you track that
information?
Staff turnover often makes it difficult to
deliver personalized service to your
most frequent and loyal customers.
Capture Guest Information and
Preferences
Describe your process for maximizing
your seating efficiency?
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
Describe your process for ensuring that
guest requests are accommodated when
seating?
Manual pen and paper process is prone
to errors and information getting lost
or missed
Electronically Track Guest
Requests
How do you currently manage rotating
table seating across servers?
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
Do you typically have large parties that
require pulling together multiple tables?
Coordinating large parties to multiple
tables near eachother results in tables
sitting empty for long periods of time.
Table Timers and Check Status
Updates
Describe your process for identifying
tables that are exceeding target times
during the dining cycle?
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
PAGE 18
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.
R
LINKING
SOLUTIONS
ADVANTAGE
DEMONSTRATE
VALUE
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.
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.
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
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
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
Reduces walk-aways
Increases repeat visits
Improves labor utilization
Seats more guests
Seats more guests
Seats more guests
Increases guest satisfaction
PAGE 19
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.
FEATURES, ADVANTAGES & BENEFITS - ALOHA GUEST MANAGER
NEEDS
ASSESSMENT
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 walkaways.
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
PAGE 20
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.
R
LINKING
SOLUTIONS
ADVANTAGE
DEMONSTRATE
VALUE
BENEFIT
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.
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.
Simplifies the management of reservations
and walk-ins by consolidating these guests on
one list in priority seating order.
Improves host staff efficiency.
ROI DEVELOPMENT
Increases guest satisfaction
Improves staff productivity
Increases guest satisfaction
Seats more guests
Increases guest satisfaction
PAGE 21
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.
FREQUENTLY ASKED QUESTIONS
Is AlohaGuestManager offered as a standalone 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.
PAGE 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.