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Aloha Guest Manager

Aloha Guest Manager. Kristin Schoonover Reggie Kimble. 2006. Fall 2007. May 2008. Nov 17, 2008. Product Deployment Process. Product Conception. Beta. Controlled Deployment. General Release. Development. Controlled Deployment started May 2008 Live in 60+ sites 6 reseller partners

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Aloha Guest Manager

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  1. Aloha Guest Manager Kristin Schoonover Reggie Kimble

  2. 2006 Fall 2007 May 2008 Nov 17, 2008 Product Deployment Process Product Conception Beta Controlled Deployment General Release Development

  3. Controlled Deployment started May 2008 Live in 60+ sites 6 reseller partners 5 direct clients Aloha Guest Manager Market Ready: November 17, 2008

  4. Agenda • Overview • How to sell Aloha Guest Manager • Aloha Guest Manager features (Demo) • Product Packaging • Roadmap

  5. What is Aloha Guest Manager?

  6. Casual Dining Heavy walk-in business Focus on table management and efficient operations Light Reservations Fine Dining Sophisticated reservation requirements Tie reservation book to table turns Pre-assign\map reservations to floor plan Large party\room reservations On-line Reservations Target Prospects Good Fit (Today) Not a Good Fit (Future Prospects)

  7. Evening • Daytime • Late PM\ early AM • 16 minutes • 36 minutes • 58 minutes • 6 friends • 10 friends • 14 friends Why Guest Manager • Casual dining restaurants often do half their week's business on weekend nights, and half of that again in just two hours on those nights. • Wait times at casual dining restaurants industrywide average of • How smoothly and quickly operators process their waiting patrons can make or break the financial performance of their operations. • Most guests will not complain, they just will not come back … One unhappy guest will tell at least of their friends about their bad experience. • 26 percent of online diners make reservations between a period when restaurants are typically unavailable to take reservations by phone. 36 minutes 10 10 p.m. and 9 a.m.

  8. Aloha Guest Manager:Key Features & Benefits SEAT MORE GUESTS INCREASE SEAT UTILIZATION ENHANCE GUEST EXPERIENCE INCREASE HOST EFFICICENCY ENABLE OPERATIONAL ANALYSIS

  9. Aloha Guest Manager:Key Features & Benefits • Reduce Turn Times • Remotely update table status so a host knows immediately when a table is available to be sat – reduce the time tables sit empty • Identify dirty tables quickly and initiate bus requests • Know how long tables are sitting and target joining tables for large parties that will open at similar times … remove the guess work • Alert managers to tables exceeding target times during check process SEAT MORE GUESTS INCREASE SEAT UTILIZATION ENHANCE GUEST EXPERIENCE INCREASE HOST EFFICICENCY * ENABLE OPERATIONAL ANALYSIS * Planned Feature

  10. Aloha Guest Manager:Key Features & Benefits • Suggested Seating • Intelligent seating suggestions that match party size to table size to maximize seating efficiency – reducing the number of empty seats • Know when to wait for an upcoming table for a smaller party versus taking an open large table, maximizing the number of large parties that can be accommodated SEAT MORE GUESTS INCREASE SEAT UTILIZATION ENHANCE GUEST EXPERIENCE INCREASE HOST EFFICIENCY ENABLE OPERATIONAL ANALYSIS

  11. Aloha Guest Manager :Key Features & Benefits • Accurate Quote Times • Reduce Walk-aways and frustrated guests with intelligent quote times • Filter quote for specific guest requests (area, table types, special requests) • Personalized Service • Accurately capture and respond to guest requests • Capture guest preferences and history. Information accessible at all customer touch points – increase repeat visits. SEAT MORE GUESTS INCREASE SEAT UTILIZATION * ENHANCE GUEST EXPERIENCE INCREASE HOST EFFICICENCY ENABLE OPERATIONAL ANALYSIS * Planned Feature

  12. Aloha Guest Manager :Key Features & Benefits • Eliminate manual process (reduce errors and provide more info) • Capture guests requests and ensure compliance with these requests when seating • Alert to guests waiting longer than quote time • Automate server rotation to ensure fair and consistent seating load across servers. Reduce double seating servers. SEAT MORE GUESTS INCREASE SEAT UTILIZATION ENHANCE GUEST EXPERIENCE INCREASE HOST EFFICIENCY (seating guests) ENABLE OPERATIONAL ANALYSIS

  13. Aloha Guest Manager :Key Features & Benefits • Reduce call times and increase reservation-taking capacity • Consistent customer lookup feature reduces time on the phone • Reduce double entry of reservation information – reservations entered directly into system from BOH or FOH • On-line reservations reduces load on store staff, freeing them up to focus on guest service SEAT MORE GUESTS INCREASE SEAT UTILIZATION ENHANCE GUEST EXPERIENCE INCREASE HOST EFFICIENCY (seating guests) * ENABLE OPERATIONAL ANALYSIS * Planned Feature

  14. Aloha Guest Manager:Key Features & Benefits • Improve all aspects of guest management • Identify problem areas in the seating cycle • Identify low performing servers in the seating cycle • Identify repeat guests and provide personalized service SEAT MORE GUESTS INCREASE SEAT UTILIZATION ENHANCE GUEST EXPERIENCE INCREASE HOST EFFICICENCY ENABLE OPERATIONAL ANALYSIS

  15. Waitlist Management Table Management In-store Reservation Management Local Guest Tracking 3rd Party Pager integration HME and JTech guest pagers HME handheld tablescout Central Guest Tracking On-line Reservations Product Packaging Aloha Guest Manager Upsell Offering (Available in 2009) Aloha Guest Manager Base Offering PRICING: Site License PRICING: TBD

  16. Aloha Guest Manager Architecture AGM Datastore (SQL Server Express) Backup Media Aloha BOH Server Aloha POS Terminals • Check status updates - Back-up File Aloha Guest Manager Terminals

  17. Server XP Class machine Windows XP Pro or XPe operating system dot NET 3.0 SQL Express SQL Management Studio 1 GB+ RAM Aloha v5.3 or higher Terminal XP Class machine Windows XP Pro or XPe operating system dot NET 3.0 1GB RAM System Requirements

  18. Positioning in the Sales Process • Pain points to search for in your needs assessment: • Accurately calculating wait quote • Over quote drives walk-aways • Under quote drives guest frustration • Inefficient communication of open tables • Restaurant layout where host staff cannot see all tables • Lag time for host staff to identify dirty and open tables • Accurately addressing guests with specific preferences • Coordinating multiple tables for Large Parties • Take reservations in back office when book is at FOH • Repeat customers, but no way to track or identify

  19. Positioning in the Sales Process • When linking solutions back to the prospect’s pain – only demonstrate what may have been important to the prospect • Pen and Paper • Accurate guest information\preferences over handwritten Lists • Accurate quote times • Remote update of table status • Identify guests waiting close or over quote • Identify tables exceeding expected check times • 2nd generation Table Management buyer • Latest database and platform tools • POS integration • Multi-site buyer • Central guest tracking

  20. Know Your Audience • Improves the guest experience • Maximize seat utilization • Organizes the capture of guest preferences and compliance with those preferences • Identify repeat and VIP guests • Measures operational performance with integrated reports Owner Manager I.T. Staff • Improves host efficiency • Accurate wait quotes • Automate server rotation • Integrated paging • Assess server performance against check times • Provides real-time operational statistics • Integrates seamlessly with Aloha POS • Provides reliable back-up process • Leverages a SQL Express database for custom reporting • Site license allows site to take reservations and call aheads in the back office

  21. Demonstrating the Value to a Customer:Increase Revenue • Reduce Walkaways • Accurate quote time • Identify guests exceeding over quote • Increase Turns by reducing time tables sit empty • Identify dirty and clean tables quickly • Page and seat guests faster • Coordinate large parties to optimize table seating times • Maximize seat utilization to accommodate more parties • Happier guests – repeat visits • Support guest preferences • Know your guests • Reduced wait times

  22. Aloha Guest Manager Competitive Overview Targeted Applications POS Providers • Digital Dining • Micros

  23. Aloha Guest Manager Roadmap • Additional POS Integration • Course status for sat tables (appetizer, entrée, dessert) • Attach guest profile to check in Aloha POS • Auto update employee info from Aloha POS • Reflect guest requests in suggested seating • Handheld for managing waitlist • Multiple server assignments • Run Guest Manager on Aloha POS terminal • Central Guest datastore in e-freqeuncy • On-line reservations • Reports • Wait quote by area\requests • Sophisticated Reservation Features (Fine Dining Prospects)

  24. Guest Manager Tools • Product Guide • Getting Started Guide • Pricing information • Marketing brochures and direct mail templates available at general release

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