Welcome to our Training Guide dedicated to the use of ZenchefOS!
Whether you are new to the platform or looking to deepen your knowledge, these five videos will guide you through the various key features of ZenchefOS. From navigating the interface to managing reservations, and handling no-shows, we will show you how to make the most of our system to optimize the management of your establishment.
Discover the ZenchefOS platform through these 5 videos:
- Navigate on ZenchefOS 🏄♀️
- Explore the reservations section 💫
- How to manage my new reservations 🛎
- How to edit my reservations 🖊
- Managing my no-shows ❌
I. Navigate on ZenchefOS 🏄♀️
To help you make the most of our tool, we will explore together the different sections and see how they can be useful to you on a daily basis.
00:00: Welcome to ZenchefOS, the system that will help you simplify the daily management of your restaurant and allow you to focus on what really matters: providing an exceptional experience to your customers. 00:13: Zenchef supports you in your success by streamlining your operations, improving your efficiency, and strengthening your relationships with your customers. With Zenchef, you have the necessary tools to offer an exceptional experience to your customers while optimizing the performance of your establishment. 00:32: To help you make the most of our tool, we will explore together the different sections and see how they can be useful to you on a daily basis. 00:41: To navigate between the different sections, simply use the black banner at the top of your screen. 00:47: The first section gives you access to the Dashboard 00:51: Intuitive and informative, it is designed to provide you with a clear overview of your restaurant's performance. 00:58: This dashboard allows you to quickly access valuable insights on various aspects of your business. 01:05: Next to the dashboard, you will find the Reservations section. 01:09: Here, you will have access to intuitive tools to manage and optimize your online, phone, or walk-in reservations. 01:17: The third section is the "Guests" part 01:20: In the Guests part, discover a wealth of information about your clients. Explore their preferences, feedback, and develop targeted marketing strategies to stimulate the growth of your establishment. 01:33: Lastly, you'll find the Revenue section 01:36: The Revenue section is an essential resource for tracking and managing all financial transactions of your restaurant. This centralized section allows you to access all data related to payments at table, credit card guarantees, prepayments, and gift vouchers in one place. 01:54: On the rest of the banner, you will find the following elements: 01:58: The SMS counter that tracks messages sent over the month. 02:03: The megaphone to discover Zenchef news and updates. 02:08: On the right side of the banner, you'll find The Record Reservation button to save them 02:14: The list of the Reservations to confirm 02:17: You'll have access here to the pending reservations, the waitlist and the latest cancellations 02:24: Next, you'll find the The list of incoming calls targeted by your Call Assist device 02:30: Finally, you'll have access to the settings. 02:33: this section provides you with comprehensive control and customization options, tailored to your preferences and operational needs 02:42: To the right of the banner, you will find a dropdown menu, 02:46: This menu gives you access to the following sections: the user management, the Settings, your Account Management section , the Billing Information, the Help Center, the Partnerships section and the button to log out. 03:01: Finally, at the bottom right of your screen, you will find access to Zenny. 03:06: Zenny is our instant messaging service that allows you to get assistance. 03:11: Thank you for watching this video, our team is here to support you at every step of your journey, so don't hesitate to contact us if you have any questions or if you would like to learn more about our solutions.
II. Explore the reservations section 💫
In this section, we will explore the various features of your reservation management tool, designed to simplify the management of your restaurant and provide an exceptional customer experience.
00:00: Welcome in this video. Today we will explore the Reservations section, your management tool designed to streamline your restaurant management and provide an exceptional customer experience. 00:12: The Reservation section is your centralized reservation management tool. Designed to help you efficiently manage bookings in your establishment. With this tool, you can organize your services, manage your availability, and maximize table usage, thereby offering a smooth and pleasant customer experience. 00:32: This section allows you to manage all your reservations from a single interface, saving you time and optimizing your operations. By clearly visualizing your availability and reservations, you can organize your services effectively, avoid overbookings, and provide personalized customer service for each visit. 00:52: Moreover, by offering online booking on your website and social media channels, you can attract new customers and retain existing ones, thereby maximizing your revenue and profitability. 01:04: Using reservation Section is simple and intuitive. It is composed of two distinct parts 01:11: on the left, the list of your reservations 01:15: and on the right, your seating plan. 01:18: The date button opens a calendar and allows you to select the desired date. 01:24: Alternatively, you can use the arrow buttons to navigate to the next day. 01:30: Then, you'll find a button to record a walk-in arrival 01:35: followed by a button to record a phone reservation. 01:39: To the right of these buttons, you'll find your service filters, allowing you to display only reservations for a specific service. 01:47: Each filter has a fully booked button on the right, allowing you to block the service or specific time slots. If you are truly full, the Zenchef system will automatically mark you as such on the widget. 02:00: The fully booked function is a quick way to appear full even if you are not. 02:06: Under the date banner, you'll find other filters to sort your reservations based on their status. all reservations, pendings, coming-up, in service, no-shows, cancellations, etc. 02:20: Below this section, you'll find the search bar if you need to find a customer by name. 02:26: On the right side, you'll have the multiple selection button 02:30: this button allows you to select multiple reservations and apply the same action to them. 02:36: On the right side of the screen, you'll find the seating plan. 02:41: Your seating plan allows you to visualize your different rooms. 02:45: You can also select a table and choose from the following actions: 02:50: Register a walk-in customer on the table 02:54: Add a reservation on the table 02:57: or, Block a table for the service. 03:01: At the top of the seating plan, there are four buttons representing the four views of your reservations section 03:08: Seating Plan View, to visualizes table occupancy and availability 03:13: Next, the Timeline View, convenient for welcoming guests at the reception 03:19: Then, the Reservation List, to check basic information 03:24: Finally, the Calendar View: provides an overview of your availability for the month 03:30: In this section, you'll also find: The order list section to retrieve your orders if the click and collect is enabled 03:38: Then, The Print button allows you to print your reservation list on paper 03:44: The last features on the right of the floor plan, is the memo section where you can create notes to remind yourself of important information and share them with the rest of the team. 03:55: Thank you for watching this video, our team is here to support you at every step of your journey, so don't hesitate to contact us if you have any questions or if you would like to learn more about our solutions.
III. How to manage my new reservations 🛎
Learn how to manage your new reservations online, by phone, and walk-ins on ZenchefOS to offer a smooth customer experience from the first contact.
00:00: Welcome to this video! The start of your service is approaching, your team is ready, and you are about to receive your first calls and customers. 00:10: Therefore, you want to update the information to ensure optimal tracking during the service. There are two different ways to make a reservation: As a guest using the online widget, and As a restaurant manager using the platform 00:25: To update your reservation list, you will find two buttons, next to the date, 00:31: The first button is used to add customers who have come to the restaurant without making a prior reservation. If you wish to accept them, you can use this button to update your availability. 00:43: Once you click on it, select the number of guest you are welcoming to the restaurant 00:48: Then, the Walk-in will be directly register in your list and placed on your seating plan. 00:55: When a customer calls to make a reservation, you can use the second button. 01:00: By clicking on it, you can enter the number of guests, 01:04: Select the desired shift and room 01:07: Then, desired time. 01:10: To determine if you can accommodate the reservation, you can use the icons on the right: check if a table is available and if the capacity of the time slot and service allows it. 01:21: and then, if available, the customer's contact details. 01:26: If the customer has visited before, their information will already be in your database, so you won't need to enter it again. 01:34: After you register the contact details, you can complete the reservation by adding tags, note on customer or booking 01:42: if you decide to, You can also add an experience, register the source of the reservation, add the name of the personne who register the reservation, or a prescriber 01:53: Once all the information is completed, click on the SAVE button at the bottom of the form. 01:59: You can also click on the options to the right of the SAVE button and select: 02:04: the Waitlist (to register them on the waitlist instead of the reservation list). Or the Credit card guarantee (to generate the credit card guarantee request instead of the confirmation) 02:16: Your reservation will be added to your reservation list and your seating plan. If you register a reservation manually and the tool has not found a free table or availability, an alert will appear on your shift filter to notify you and will block online availability. 02:33: to register your phone reservations, you can also use Call Assist 02:38: Call Assist will send you a notification for each incoming call, providing you with all the information you need to know about the customer. 02:47: On this notification, you will be able to. create a customer profile or input a reservation, so all the information will be automatically registered in the reservation details 03:01: Otherwise, we can still retrieve easily the last phone number who called when entering a new reservation. 03:08: Now, let's discover the 5 different types of reservation you can received from your online widget 03:15: In the first scenario, we have implemented a manual confirmation process. The reservation will be registered in the pending status 03:24: To confirm those reservations, you can click on the pending status directly in your list 03:30: and choose the "Confirmed" status to accept the reservation request 03:35: You can also access the list of all your pending reservation in the dedicated section in the black banner. 03:42: There you can also accept your requests easily. 03:46: Same here. to accept, click on the pending status and Choose "Confirmed" status. The guest will receive his confirmation email at this moment. 03:56: In the second scenario, we have set up automatic confirmation. The reservation will automatically register in your list and your seating plan with a confirmed status. No action is needed here and the guest will receive his confirmation directly when he does the reservation online 04:14: In the third scenarion, we have implemented an automatic confirmation process with a credit card guarantee request. 04:22: This process follows the same steps as the previous example. To easily view reservations with a credit card guarantee in your list, look for the "imprint" icon located to the right of the reservation. 04:35: In the fourth scenario, we have activated experiences with prepayment. 04:40: To easily view the prepaid reservations in your list, look for the "green card" icon located to the right of the reservation. 04:48: You can also visualize the selected experiences by the guest in the list. 04:54: Last scenario, We have activated the wait list and are now fully booked. 05:00: The reservation will appear with the Wait List status. If you decide to accept the reservation. Click on the status, 05:09: Choose "Confirmed" status. if the you decide to accept their reservation, they will receive a confirmation at that time. 05:17: Thank you for watching this video, our team is here to support you at every step of your journey, so don't hesitate to contact us if you have any questions or if you would like to learn more about our solutions.
IV. How to edit my reservations 🖊
Once you have confirmed a reservation, you have several options to update it and ensure a smooth customer experience.
00:00: Welcome to our practical guide on reservation management with ZenchefOS. Once you have confirmed a reservation, you have several options to update its status and ensure a smooth customer experience. 00:13: From the arrival of the first guests to their departure, we'll show you how to use these features to optimize table management and communication with your customers. Get ready to discover how each option, from table status to sending personalized messages, can contribute to an exceptional dining experience. 00:32: Once your reservation is confirmed, you can update the booking status during the service, by clicking on the "Confirmed" button. 00:40: Here are the different options: Arrived: When some of the guests have arrived but the table is not yet complete. 00:48: Seated: All guests have arrived and the table is ready to place an order. 00:54: Finished: When the guest leaves the restaurant. 00:58: Reconfirmed is to update the status if your client reconfirmed oraly by the phone 01:04: Canceled : when either you or your guest decides to cancel the reservation. 01:10: Propose a new time: You can offer the customer an alternative arrival time if the original one doesn't work. 01:17: Ask for a credit card guarantee: If you haven't activated the automatic option, you can generate a request by clicking on this button, which will be sent to the client via email. 01:29: Ask for a reconfirmation: If you haven't activated the automatic option, you can also generate a reconfirmation request by clicking on this button 01:39: Send a message: You can write a personalized message that will be sent to the client via email. 01:46: you can then, consult the guest profile to read more details 01:51: Edit the reservation information 01:54: and finally, lock the reservation so the information and placement can't be changed by the team 02:01: If you need to access more details about the reservation, you can click on it on the list 02:07: A window will open, and at the top, you will find a summary of practical details. 02:13: Below that, you will have access to three sections: 02:17: Reservation info: This section provides a summary of practical information related to the reservation and the customer. 02:25: At the bottom, you will also find a button to edit the booking. 02:30: then, Customer info: 02:33: Here, you can find figures about the customer, such as the number of reservations, reviews, cancellations, and no-shows. 02:42: Additionally, you will find two buttons at the bottom to access the customer file the or edit the information. 02:49: Finally, you'll find the reservation history 02:53: In this section, you can view the reservation's history, including all actions and modifications made since its creation. 03:01: You can also access the history of sent emails and SMS messages. 03:06: Here you can check if all the notifications have been sent to your guest and resent it if needed. 03:12: Thank you for watching this video, our team is here to support you at every step of your journey, so don't hesitate to contact us if you have any questions or if you would like to learn more about our solutions.
V. Managing my no-shows ❌
Let's delve into how Zenchef enables you to manage no-show reservations in a simple and efficient manner.
00:00: Welcome in this video. Today we'll explore in detail how ZenchefOS allows you to manage no-show reservations simply and effectively. 00:10: With Zenchef, our customers have less than 1% of no-shows thanks to the powerful tools you’re about to discover. Let's examine how Zenchef enables you to handle no-show reservations in different scenarios: 00:23: Situation 1: No anti-no-show tool is activated. In this case, the only necessary action is to change the reservation status to keep the information for future reference; it's important to keep track of these occurrences to potentially take action in the future. 00:41: To do this:Identify the relevant reservation in your list and click on the confirmed button 00:48: Change the reservation status from "confirmed" to "no-show" 00:53: This information will be retained in the customer's profile 00:57: and you will be informed when they make another reservation. 01:01: Situation 2: Credit card guarantee. If you have activated the credit card guarantee feature, you can choose to charge the customer in two cases: when the customer doesn't show up or when the customer cancels their reservation late 01:16: - To charge the customer in these situations:Click on the reservation status button. if the client cancelled late, the statues will be automatically changed to "cancelled late" status 01:29: In case of no-show, change the status from "confirmed" to "no-show". 01:34: Click on the status button again. 01:37: Select the option "Debit the guest". 01:40: This process will initiate the transaction via your payment provider, ensuring transparent and secure payment management. In case of a debit, fees will be applied to the amount. 01:52: If you decide to refund the customer from his credit card guarantee, click again on the status 01:58: And click on refund the debit 02:01: Refunds are sent immediately to the customer's bank. 02:05: Situation 3: Prepayment. If you have activated the prepayment option, The process is the same here to register the booking as a no-show. you have the choice to either keep the amount or refund it. 02:19: If you decide to refund the guest prepayment, Click on the reservation status button. 02:25: Select the option "Refund the prepayment". 02:28: Then you can decide to refund the amount partially or completelly 02:33: With Zenchef, managing no-shows and cancellations becomes an opportunity to strengthen customer trust while protecting your business interests. 02:42: Thank you for watching this video, our team is here to support you at every step of your journey, so don't hesitate to contact us if you have any questions or if you would like to learn more about our solutions.
These training videos provide you with the essential knowledge to master ZenchefOS. You are ready to optimize the management of your establishment and offer an exceptional customer experience through our platform.