Customer Experience

Guest Experience Management will make your Restaurant Profitable. Here’s How!

Jul 3, 2019

3 mins read

Manisha Khandelwal


Engage them, listen to them, delight them and that’s how you turn them into your super-fans. Give reasons to your restaurant guests remember you for the best-in-class experience you deliver.

Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customer loyalty. Real-time and actionable insights can drive a successful guest experience management for restaurants.

In the last blog, we spoke about tips and tactics every restaurant should try to win the hearts of customers. Let’s explore more on taking the pulse of today’s ultra-modern guests.

One thing is sure – there’s no substitute for listening!

Listening to guests is crucial! In a recent survey conducted by Deloitte, it has been found that listening is key for effective guest experience management. Listen to guests needs, empathize with their situations, and then follow through are identified as most important to guests. Despite the ongoing efforts hoteliers or restaurant owners have executed over the years, hotels or restaurants are still failing to deliver consistency in listening to guests.

A personalized approach often attracts!

Understanding the growing expectations of guests can help you craft exceptional and personalized experience at different touchpoints. It’s important to stay relevant in every guest interaction, for instance, sending periodic and frequent surveys to engage them whenever needed. You never know, your biggest detectors can turn into your brand promoters if they feel engaged with your restaurant or hotel brand. On the other hand, after one negative experience, 51% of customers will never visit that restaurant again. (Source: New Voice Media)

Ultimately, every good experience delivered to meet the expectations of guests will bring you more guests and profits in the end. Research shows that restaurant revenue can be increased by 20 percent in just a few years if they practice guest experience management for their restaurants. ROI is reflected when you capture, analyze and offer rewards to interested guests in a way that is data-driven and real-time.


There’s no magic that can help your restaurant to remain in the good books of your guests and even turn first-time guests into regular customers, however, an integrated AI-enabled guest experience management for restaurants can do it all with efficiency and speed.

An end-to-end guest experience management for restaurants can make things easy for you as it takes care of almost everything like capturing the in-moment experience, showing real-time insights, analyzing Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) of your restaurant.

Customer Experience Trends 2020


Manisha Khandelwal

Senior Content Marketer at SurveySensum

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