Training Guide: getting started with Zenchef

00:00: Welcome to Zenchef, the system that will help you simplify your restaurant's daily

00:04: management and let you focus on what really matters:

00:06: delivering an exceptional experience for your guests.

00:10: Zenchef supports your success by simplifying your operations, improving your

00:15: efficiency, and strengthening your relationship with your guests.

00:19: With Zenchef, you have the tools

00:20: you need to deliver an exceptional experience while optimizing your establishment's

00:24: performance.

00:26: To help you get the most out of our tool,

00:28: we'll explore the different sections together and see how they can be useful to you

00:32: on a daily basis.

00:34: To navigate between the different sections,

00:36: simply use the dark blue side bar on the left of your screen.

00:41: Click here for an overview of the sections.

00:44: To start, let's discover the operational dashboard via the Home button.

00:49: Here you'll find, every day, the essential information about your reservations for

00:53: the day: number of reservations, important memos and guest comments, and even the day's

00:58: weather to help you organize your spaces.

01:01: Next, the Reserve section is one of the key elements of your Zenchef space.

01:07: It includes several essential tools for managing your reservations.

01:12: Front of House:

01:12: this is your reservation list, which lets you view and manage all your reservations

01:17: in one place.

01:19: Next, you'll find the Pending Reservations that require your action.

01:24: And finally, the Calendar view, which lets you see all your services for the coming

01:28: month.

01:30: Under the reservation section, you'll find the "Pay" section.

01:32: This is an essential resource for tracking and managing all your restaurant's

01:36: financial transactions.

01:39: Access data related to Gift Cards,

01:41: Prepayments, Takeaway, and Credit Card Holds.

01:45: This centralized space gives you a complete view of your establishment's financial

01:49: flows.

01:51: Here, access the Connect section, which centralizes your messages, calling features,

01:56: and your guest database.

01:58: View your call history, with the detailed status of each call.

02:03: Read and reply to your guests' messages from this centralized view.

02:07: View detailed information about your guests, their preferences and habits. You'll

02:12: also find your list of companies and referrers.

02:15: Let's continue with the Promote section.

02:18: Here you can view and reply to the Reviews shared by your guests.

02:22: Create and send your marketing Campaigns and newsletters to your custom audience.

02:28: And manage the features related to your Website, such as creating a custom pop-up.

02:33: Next, via the Insights tab, find precise statistics and adjust the time periods

02:38: according to your needs.

02:41: The Optimization tab offers you 100% personalized recommendations for optimizing

02:46: your account.

02:48: Let's move on to Settings.

02:49: This section lets you configure your account

02:51: according to your establishment's specific needs: service hours

02:55: and days, your room's capacity, notifications, and much more.

03:00: Save time by using the search bar to find a Guest Profile or a specific setting in

03:04: one click.

03:06: Via the Notifications icon, find your reservation alerts, the log of incoming calls

03:11: from your Zencall device, and the counter of SMS sent.

03:16: Next, via the "News" icon, you can follow Zenchef's latest updates, such as new feature releases.

03:21: releases.

03:23: On the right, you'll find the Help Center,

03:24: your key resource for information on using Zenchef.

03:28: Start a live conversation with our Zenny Chatbot.

03:31: Check out detailed guides and articles to help you use the tool.

03:36: Finally, you'll find your Zenchef account information.

03:40: Find the different management options for your establishment:

03:42: Account Management, Billing Information, downloading your Invoices, and the Log-out

03:47: button.

03:49: Thank you for watching this video. Our team is here to support you every step of the

03:53: way,

03:53: so don't hesitate to contact us

03:55: if you have any questions or would like to learn more about our solutions.

00:00: Welcome to this video.

00:00: Today we'll discover the Reserve section of Zenchef. In

00:04: this section, we'll explore the different features of your reservation management tool,

00:08: designed to simplify your restaurant's management and provide an exceptional guest

00:12: experience.

00:15: The Reserve section is your centralized reservation management tool. It's designed to

00:19: help you efficiently manage reservations in your establishment, before and during

00:23: your services.

00:25: What's more, by offering online reservations on your website and social media, you

00:30: can attract new guests and build loyalty with your existing guests, maximizing your

00:34: revenue and profitability.

00:37: Using the Reserve section is simple and intuitive.

00:40: It consists of two separate parts:

00:44: List view on the left, the list of your reservations. All your reservations are

00:48: centralized there,

00:49: whether they come from your website, phone, your Google page, etc.

00:54: and on the right, the view of your seating plan.

00:58: The date above the list

00:58: shows you the day you're currently viewing.

01:01: Click on it to navigate through your calendar.

01:04: Next to it, you'll find the filters that let you display your reservations by

01:08: service, along with plenty of other options.

01:12: Use this icon to print your reservation list.

01:15: And using this one, manually mark a service or time slot as fully booked.

01:21: Of course, the system will automatically show as fully booked

01:24: once the defined quotas are reached.

01:28: At the top right, find the New button, which you'll use to log your new

01:31: reservations or walk-ins.

01:34: Enter your guest's name, the date and time of the reservation, and plenty of other

01:38: information that you can customize according to your needs.

01:43: Below the date banner,

01:44: you'll find other filters to sort your reservations by status, as well as display

01:48: customization options.

01:51: Multi-select, for example, for grouped actions on several reservations.

01:56: Below this section, use the search bar to find a guest more quickly.

02:01: Click on a reservation to view its details.

02:05: The first tab groups together the information related to the reservation. Many

02:09: actions are available here.

02:12: The second corresponds to the guest information.

02:15: And the last one contains the history of messages sent to the guest.

02:19: Here you can see the status of the messages, view them, and resend them.

02:24: On the right side of the screen, you'll find your seating plan.

02:28: Your seating plan lets you visualize your different spaces.

02:32: You can also select a table and choose from the following actions

02:37: Log a walk-in at the table

02:40: Log a reservation at the table

02:42: or, by also selecting the relevant service, block the table for the duration of that

02:47: service.

02:50: Above the seating plan, you'll find three buttons representing the four views of

02:54: your reservations:

02:56: The seating plan view lets you visualize table occupancy and availability

03:01: The timeline view is handy for welcoming guests at reception

03:06: The list view of reservations to see it in full screen.

03:10: Here you'll find the memos section, where you can create notes to remind yourself of

03:14: important information and share them with the rest of the team.

03:18: Thank you for watching this video. Our team is here to support you at every step of

03:22: your journey,

03:22: so don't hesitate to contact us

03:24: if you have any questions or would like to learn more about our solutions.

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: After clicking Reserve in the side menu, find and click the New button on the upper

00:14: right, to update your reservation list.

00:17: Use the Walk-in tab to add customers who've come to the restaurant without a

00:21: reservation.

00:22: If you wish to accept them, click on this tab to update your availability.

00:27: Once you click on it, select the number of guest you are welcoming to the

00:30: restaurant.

00:33: Then your Walk-in will be directly registered in your list and placed on your

00:36: seating plan.

00:38: When a customer calls to make a reservation, you can use the Reservation tab,

00:42: which is pre-selected.

00:45: By clicking on it,

00:46: you can enter the number of guests, day and time, and room.

00:50: Scrolling down,

00:51: you can allow the table to be auto-assigned, or assign it yourself, and

00:55: you can enter the Guest's contact details.

00:59: If the customer has visited before, you already have their information.

01:03: Start typing and simply select their record when it appears. You won't need to type

01:07: it all in again.

01:09: Scroll down further to add a note, input other info, or select options such as

01:14: requiring a Credit card hold.

01:17: Under Temporary status, you will see two buttons. Under option

01:21: allows you to set a new reservation on temporary hold.

01:24: Click it and set an expiry date and time.

01:27: Clicking Waitlist will assign Wait List status to the Reservation.

01:31: When you're finished, click Save. The reservation will then appear in your

01:35: reservation list and seating plan.

01:38: If the tool has not found a free table or availability for a reservation that you've

01:42: manually entered, it will block online availability for that time slot and will

01:47: display visual alerts.

01:49: Now let's discover the 5 different types of reservation that you can receive

01:53: from your online widget.

01:56: In the first scenario, you've set Automated Confirmations to Off, so you will need to

02:00: manually confirm

02:01: the reservations that come in from the widget.

02:04: You can do this from your reservations list. Here

02:06: you will see

02:07: reservations with a Pending status.

02:10: Click on the Pending status and then click Confirmed to accept that reservation

02:14: request. Repeat with any other Pending reservations that you wish to accept.

02:19: You can also access the list of all your Pending reservations in a dedicated

02:23: section.

02:24: Just click on the hourglass symbol above the reservation list.

02:29: Again, just click on the Pending status and select Confirmed for all reservations

02:33: you wish to accept.

02:36: In the second scenario, we've set up automatic confirmation.

02:39: The reservation will automatically register in your list and seating plan with a

02:43: Confirmed status.

02:45: No action is needed here and the customer will receive their confirmation directly.

02:51: In the third scenario, we've implemented an automatic confirmation process with a

02:55: credit card guarantee request.

02:57: To easily view these reservations,

02:59: look for a highlighted fingerprint symbol.

03:03: In the fourth scenario, we've activated Experiences with prepayment. To easily view

03:08: the prepaid

03:08: reservations in your list, look for the credit card icon.

03:13: You can also see in the list, too, which Experience was selected by the customer.

03:19: In the fifth scenario, we have activated the wait list and are now fully booked.

03:23: Any new reservation will appear with a Wait List status.

03:28: If you decide to accept the reservation, click on the Wait List status and

03:32: choose Confirmed. This will send a confirmation to the customer.

03:36: Remember that you can customise the reservation form. Click Settings, then Reserve,

03:41: then Front of House, then Reservation Form. Here

03:44: you can indicate which Reservation and Guest fields should appear and which are

03:47: mandatory.

03:50: Thank you for watching this video.

03:51: Our team is here to support you at every step of your journey,

03:54: so don't hesitate to contact us if you have any questions.

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 a reservation exists, you can update its booking status. Click on the

00:36: reservation's status to see what changes you can make and what actions you can carry

00:40: out.

00:41: The options you see depend on which actions you've configured to appear, and which

00:45: actions are possible based on the current status of the reservation.

00:49: Here are the different possibilities:

00:52: Canceled:

00:53: when either you or your customer decides to cancel the reservation.

00:58: Arrived: When some of the guests have arrived but the table is not yet complete.

01:03: No-show: When

01:04: the guests have failed to

01:07: honour the reservation. This status will only show up

01:09: as an option if the reservation time is now or has past.

01:14: Seated:

01:14: When all guests have arrived and the table is ready to place an order.

01:19: Finished: When the guests are leaving

01:21: or have left the restaurant.

01:24: Lastly, there is an option to Reconfirm

01:26: (appreviated Reconf.). Clicking here, you can manually Reconfirm a reservation.

01:32: There are Contextual Actions

01:33: you can take as well.

01:34: For example, you can offer a customer an alternative arrival time

01:38: if the original one doesn't work. Hover over Contextual Actions then click on

01:43: Propose a new time.

01:54: If you've set your Service options to require a Credit card hold, and you've not

01:58: enabled the automatic request, you can manually generate it.

02:02: Hover on Contextual Action and click Request a credit card

02:05: hold to send this request to the client via email.

02:09: You'll see the reservation status change to Waiting for the Customer, and the Credit

02:13: Card Hold status will show Pending.

02:16: Request reconfirmation: you can manually send the customer a request to Reconfirm by

02:21: choosing this

02:22: Contextual Action.

02:24: If you've configured your Service options to require a Payment deposit, and it's not an

02:28: Automated request, you can manually send the customer a deposit request by choosing

02:33: this

02:34: Contextual Action.

02:36: There are a range of other actions you can choose to carry out.

02:40: Hover over Others and then make your selection.

02:42: The options are: Send a message, See guest profile, Lock reservation, Duplicate

02:48: reservation, Create a series of reservations, Send service menu and Print

02:52: reservation.

02:54: You will notice that at the bottom of the actions list, you have buttons to click

02:58: that allow you to Edit the reservation or Transfer it.

03:01: (Transfer only applies in the case of multiple restaurants).

03:05: Going back to the reservations list view, you can always click on a reservation

03:09: record -- click anywhere except the status display or table assignment number -- to

03:14: find a summary of practical details.

03:17: You have access to three sections:

03:19: the first is Reservation info.

03:21: These are the tags that were filled in when the reservation was made.

03:26: Note that at the bottom of Reservation Info, you will also find a button to edit the

03:30: booking.

03:32: The second tab in the reservation summary is Guest information.

03:35: Here, you can find figures about the customer, such as the number of reservations,

03:39: reviews, cancellations, and no-shows.

03:43: Note that there are buttons to See and Edit the Guest information as well.

03:48: And the third is Reservation History.

03:50: You can see all the actions and modifications that have been made to this

03:54: reservation since its creation.

03:56: Click Open messages to see the email and SMS Messages that have been sent or

04:01: exchanged,

04:01: if any.

04:03: If you just want to change their table assignment (assuming the booking is not

04:07: locked), click on the table

04:08: number in the reservation record. You can select a different available table from

04:13: the seating chart view on the right, if a change if possible.

04:17: You can select a different available table from the seating chart view on the right,

04:21: if a change is possible.

04:24: Thank you for watching this video.

04:25: ur team is here to support you at every step of your journey,

04:28: so don't hesitate to contact us if you have any questions.

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

00:13: to the powerful tools you’re about to discover.

00:16: Let's examine how Zenchef enables you to handle

00:19: 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

00:45: confirmed button

00:48: Change the reservation status from "confirmed" to "no-show"

00:52: This information will be retained in the customer's profile

00:57: and you will be informed when they make another reservation.

01:02: 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

01:17: To charge the customer in these situations:Click on the reservation status button.

01:22: if the client cancelled late, the statues will be automatically changed to "cancelled

01:26: late" status

01:28: In case of no-show, change the status from "confirmed" to "no-show"

01:34: Click on the status button again

01:38: In the Contextual Actions section of the dropdown menu, select “Debit the guest”

01:44: If you access the customer’s profile, you can review the payment details and

01:47: transaction status.

01:49: This process

01:50: initiates the transaction through your payment provider, ensuring secure and

01:54: transparent payment management.

01:56: In case of a debit, applicable fees will be added to the amount.

02:01: If you decide to refund the customer from their credit card guarantee, click on the

02:05: status button again.

02:08: Then, in the Contextual Actions section of the dropdown menu, click on “Refund the

02:13: debit.”

02:15: As you can see in the customer’s profile, refunds are sent immediately to the

02:19: customer’s bank.

02:21: Situation 3: Prepayment.

02:23: If you have activated the prepayment option, The process is the same here to

02:28: register the booking as a no-show.

02:30: You have the choice to either keep the amount or refund it.

02:35: If you decide to refund the guest prepayment, Click on the reservation status

02:39: button.

02:41: Then, in the Contextual Actions section of the dropdown menu, select “Refund the

02:45: prepayment.”

02:48: Then you can decide to refund the amount partially or completelly

02:53: With Zenchef, managing no-shows and cancellations becomes an opportunity to strengthen customer trust while protecting your business interests.

03:02: 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.

00:00: Welcome in this video. Today you will discover how to efficiently manage your seating plan and optimize the organization of your establishment to provide an exceptional customer experience.

00:12: The seating plan is an advanced tool designed to help you create, manage, and optimize

00:16: your rooms and tables with ease.

00:18: The seating plan allows you to optimize the organization of your establishment and

00:23: ensure a smooth and pleasant customer experience.

00:27: By clearly visualizing the layout of your tables,

00:29: you can maximize the use of your space,

00:31: avoid reservation conflicts, and offer personalized service to your customers.

00:37: Using the seating plan is simple and intuitive. To access the configuration,

00:42: click on the settings button located at the bottom left of the blue vertical banner.

00:47: In the Reserve settings, Access the "Front of House" section.

00:52: Here you'll be able to create your different rooms by clicking on the "New" button

00:57: Once all your rooms created, you'll have access to two buttons on each room

01:03: If you click the first button “Edit”

01:06: you can create and customize your seating plans in just a few clicks, defining the

01:11: placement of your tables

01:14: If you click the second button

01:17: you can create your table groups.

01:20: At the top, you can activate Auto-Assign. Once activated, new

01:24: reservations are automatically assigned to a table according to your settings and

01:28: table availability, helping you manage your table inventory and avoid overbooking.

01:32: overbooking.

01:34: Next, you'll find the "Assignment preferences" section,

01:38: You can sort your tables in order of preferred occupancy, by draging and droping the tables in the right order

01:45: The priority is set from left to right, with the table on the left having the

01:48: highest priority.

01:51: Additionally, in the Widget section,

01:53: go to Configuration

01:55: You can enable the Display Area Selection to allow guests to choose their preferred

01:59: seating area when making a reservation online.

02:03: To finalize your settings, you can go in the Operations section

02:08: Access the service you want to configure

02:12: You can edit the service using this button

02:15: And choose the rooms you want to activate for this service. You can activate it, put it in non-bookable or in disabled

02:23: Once you have configured your room availability, you can further customize how your

02:27: seating plan is displayed and managed.

02:29: In Reservation Display, activate the seating plan view and choose which

02:33: information and features

02:34: you want your team to see.

02:37: You can customize the seating plan to help your team quickly identify and manage

02:41: reservations

02:44: Finally, you can customize the color of the Confirmed reservation status for each

02:48: time slot

02:50: Once your seating plan is configured, your reservations will be automatically

02:54: assigned and the inventory recalculated instantly.

02:58: Additionally, you can manually adjust the seating arrangement by clicking on “New”

03:04: And assigning the reservation to a specific table on your seating plan.

03:08: You can then drag and drop the reservation onto the desired table as needed.

03:13: In summary, the seating plan is an essential tool for optimizing the organization of your establishment and providing an exceptional customer experience. With these features, you can maximize the use of your space, avoid management errors, and ensure customer satisfaction with each visit.

03:33: 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.