- Posted by The CorkGuru
Some of the best and most successful restaurants in the industry have one thing in common: outstanding customer service. The staff greets you warmly, the answer to any request is “It would be my pleasure…” and the experience is memorable.
And, in the very best places, the experience is also personal.
So is the use of technology, especially for GRM (guest relationship management) in the high-touch hospitality industry, counterintuitive?
The fact is technology is being effectively integrated into our day-to-day routines to enhance the way we connect and interact with other people. Better, more meaningful conversations and interactions are the result. And having been constantly surrounded by technology, people are becoming accustomed to and expect to connect with brands and establishments on a personal level.
(WINE) GUEST RELATIONSHIP MANAGEMENT
Technology has increasingly been reshaping the restaurant landscape from online reservations to smartphone payments to digital menus and everything in between. But, at CorkGuru, we believe there is a missing technology piece in the hospitality wine world and we’re calling it Guest Relationship Management.
KNOW your wine guests
You probably already know who your very best and loyal guests are, but what about the guests in the corner who come in once a month…but are still under the radar? And, in this world where we are trying to juggle more information than ever, it’s difficult to remember everybody’s name, not to mention his or her wine preference.
Data may be a four-letter word but it might also end up being the hospitality industry’s secret weapon. Just a little bit of information about your wine guest could take your service to a whole new level.
There are plenty of ways to connect with your guest while they are at your restaurant but what happens before your wine guests arrive and after they leave your restaurant?
A great way to build guest loyalty is to offer insider tips or last minute, personalized, offers. What does that mean? Maybe you have a new Cabernet on your list and you would like to let your cab lovers in on it first. Or, maybe you got access to a few bottles of that hot new Bordeaux and want to give your old world wine lovers first dibs. Maybe you’re down to a final few and want to offer them at half price.
Personally connect with your guests and ramp your guest loyalty quotient.
ANTICIPATE their needs
What happens when one of your wine-loving guests enters the restaurant? Would you like to know what they’ve already “favorited” on your wine list? Maybe, based on their prior preferences, you would like to have a few suggestions teed up upon their arrival, maybe you would like to welcome them with a glass of bubbly, maybe you just want to walk over to their table and thank them for coming in.
Anticipation is what the hospitality industry strives to do best, and we believe this approach can be extended to the wine world.
Guest Relationship Management is about expressing appreciation to your guests by demonstrating to them that they ARE important to you. Offering small acts of personalization pays off in repeat business and word of mouth referral. Plus, everyone just feels better in the end.
At CorkGuru, we believe in evolving wine programs so that the experience starts before your guest enters your restaurant and continues to deliver long after they leave.