Favouritetable benefits Hooked on Group's operations

Introduction 

Hooked on Group, parent company of three distinguished restaurants—Blackfriars, Dobson & Parnell, and Hinnies—faced the challenge of managing high volumes of reservations, particularly during peak seasons like Christmas.  

In December 2022 the Group decided to implement Favouritetable’s booking system at Blackfriars. Laura, Sales and Marketing Manager, talks to Mark Ferguson about how this software has transformed their operations, enhanced guest satisfaction and streamlined processes. 

The challenge 

During the festive season, Blackfriars serves upwards of 8,000 covers, with a significant portion being large corporate parties. The manual process of handling reservations through Excel spreadsheets was time-consuming for the staff and cumbersome for guests, who had to fill out lengthy forms and wait for confirmations.  

There was a pressing need for a more efficient and user-friendly system to manage the influx of bookings and ensure seamless service delivery. 

The solution 

Favouritetable was introduced to streamline reservation management. This software provided a centralised platform for managing bookings, reducing the need for manual data entry and follow-ups.  

This approach further allowed guests to submit their food and drink preferences through a simple online link, which automatically populated the restaurant's records, saving time for both staff and guests. 

The benefits 

Operational Efficiency: 
 

Time savings: Favouritetable significantly reduced the time spent on managing reservations and follow-ups. The automated system eliminated the need for manual data entry and tracking, allowing the staff to focus on providing excellent service. 

Accurate data handling: The system ensured that all reservations and pre-orders were accurately recorded, minimizing the risk of errors. 

Enhanced Guest Experience: 
 

Convenience: Guests appreciated the ease of submitting their preferences online, which streamlined the entire booking process. 

Transparency in dietary requirements: Favouritetable allowed guests to specify their dietary restrictions and allergies for each dish, ensuring their needs were clearly communicated and met. 

Insightful Reporting: 
 

Menu analysis: With over a year of data, Hooked on Group could analyze trends and preferences, helping them refine their menus based on what dishes were most popular. 

Adaptation to economic trends: The system provided insights into spending patterns, allowing the group to adjust their offerings to meet the changing demands of their customers. 

Increased Customer Loyalty: 
 

Positive Feedback: The improved booking experience led to higher customer satisfaction, with many guests expressing their preference for Favouritetable. This was evidenced by repeat large parties and positive feedback from guests. 

Permanent Implementation: After a brief hiatus, driven by cost-saving measures, customer-demand led to the permanent reimplementation of Favouritetable at Blackfriars. 

Conclusion 

Favouritetable has been a transformative tool for Hooked on Group, particularly at Blackfriars. The software has streamlined operations, enhanced guest satisfaction, and provided valuable insights into customer preferences and trends.  

Laura highly recommends Favouritetable, citing its comprehensive features and positive impact on both staff efficiency and guest experience.  

The system has proven to be an invaluable asset, especially for managing large parties, ensuring that Hooked on Group can continue to deliver exceptional service while adapting to evolving customer needs.