- The no-show is a problem that affects not only this sector of the economy, but also associations like airlines, the hotels, doctors or hairdressers.
- Figures from last August show that the no-show represents about 3% reserves, a trend that has been declining, since three years, this figure was nearly 5%, according to a report ElTenedor.
- Looking ahead to this Christmas, only 22% of those surveyed said that non-show will increase by 10% Y 20%; for the rest (78%), They remain the same, according Christmas Campaign Report 2018 The Hospitality Association of Madrid-VINE.
- Application credit card as collateral (banking footprint), report the charge if the reservation is canceled less than 24 hours in advance, the triple confirmation or customer reliability index are some of the measures used ElTenedor and are paying chefs Martin Berasategui as multiestrellado, the Torres brothers or chef Begoña Rodrigo.
It is one of the major problems that confront restaurants. He no-show It is an inconvenience that affects not only this sector of the economy, but also associations like airlines, the hotels, doctors or hairdressers. In fact, according ElTenedor, the app leading online restaurant reservations, figures reflect last August that the no-show It represents about 3% reserves, a trend that has been declining, since three years, this figure was nearly 5%. Looking ahead to this Christmas, only 22% of those surveyed said that non-show will increase by 10% Y 20%; for the rest (78%), They remain the same, according Christmas Campaign Report 2018 Hospitality Association of Madrid - THE VINEYARD.
A logic loss in business volume, must be added other negative consequences for these establishments, as the opportunity cost for having refused to sell one table to another customer (passing through or want to book), service disruption, food waste or excess staff.
But, which are the Causes of the no-shows? setbacks, oversights in the reserve, delays of more than an hour on arrival at the restaurant or even the client to make several reservations and choose one of them without, evidently, cancel rules out son, according to the report ElTenedor, the main reasons. All this does nothing but confirm that you think of canceling a reservation at a restaurant when you will not go yet form part of our collective ideology.
Martin Berasategui measures, the Torres Brothers and Begoña Rodrigo
In this situation, it seems clear that the restaurant industry is willing to take action, as they have other segments. A task that has the support of ElTenedor,and has already yielded some first encouraging data.
Application credit card as collateral (banking footprint), report the charge if the reservation is canceled less than 24 hours in advance, the triple confirmation or customer reliability index, que permite al restaurador conocer el historial de « no-shows » del cliente, are some of the measures used ElTenedor and they are paying cooks as multiestrellado Martin Berasategui, the Torres brothers or chef Begoña Rodrigo.
Sergio and Javier Torres, owners Dos Cielos Madrid Y Kitchen Hermanos Torres, They claim that "our measure to avoid no-shows is to inform our guests that if they are not presented or notified with less than 24 hours will effect a surcharge 75 euros per person. Tool ElTenedor pide la tarjeta de crédito de los comensales para poder realizar la reserva. This serves as a guarantee and helps us to manage reservations more easily and effectively, while avoiding no-shows”.
Application credit card as collateral is also used as the multiestrellado Martin Berasategui. “If customers do not cancel at least 24 hours in advance, a charge is made to the card. This makes customers aware and choose to cancel. Thanks to this extent implied tool ElTenedor, we have reduced no-shows 80% ".
Begoña Rodrigo, chef Restaurante La Salita, He stresses that the no-show "implies a lack of respect for the profession". The winner of Top Chef adds that this problem "has been slowing as we have insisted more confirmations of reserves to, Fortunately, a very low percentage of reservation cancellation 2% Thanks to messages souvenir book and, for large tables, the payment gateway ".
In the case of repeat customers, a measure to apply the sanction could be, difficult to apply in many cases, but effective when other can be carried out. According to ElTenedor, he 33% customers receive a penalty considered normal if no-show, a figure that rises to 39% If the sanction is applied in particular cases, as depending on the number of workers covered and the type of restaurant. overbooking, the waiting list, not accepting reservations or a hybrid system, to pick the best of each technique are other possible solutions.
As each restaurant is unique, these solutions are more or less adaptable, which encourages establishments to develop their own techniques to confirm reservations again with varying degrees of effectiveness. The reservation through ElTenedor and measures offered as security for credit card (banking footprint), They appear to be the most effective techniques to combat no-shows and reduce its negative impact on the turnover of restaurants, as discussed in the case of the Torres brothers Martin Berasategui or.
Carry out this measure is not an easy task, because it is a practice that should put a dent in the customs of the Spaniards at the time of booking in the restaurant, as it is done in other countries. This requires carrying out awareness campaigns and education for customers to offset the effect of no-shows. To this we must add that all players in the catering sector must unite, something that has already begun to do ElTenedor with his plan against no-shows.