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Point One Zero designed the full guest experience for a recently opened fine dining restaurant in the southeastern United States. The owners wanted service that felt personal from the first click to the drive home, with a small team and no booking deposits. We built it around five question groups and one guest record.
Guests reached the restaurant by phone, website and a booking platform, and each channel held a partial record. Staff answered the same pre-visit questions every day. No-shows cost tables, but deposits would have discouraged first-time guests at a restaurant still building demand.
We found that nearly every guest question fell into five groups: booking, menu and dietary needs, logistics, special occasions and changes before arrival. We answered them on the website at the moment of booking, made the phone number the single guest identifier across channels and gave the host a pre-arrival card with visit history and past occasions. A first no-show receives a warm win-back message, and a card guarantee applies only after a repeat.
The design runs reminders, graduated no-show messages, private feedback and loyalty outreach from one guest record. Every guest is invited to leave a public review regardless of private feedback, which keeps the restaurant within review platform rules.
Common questions resolved before guests pick up the phone.
Visit history and occasions shown before the guest arrives.
Win-back first, card guarantee only after a repeat.
Messages sent when a guest lapses or reaches a milestone, not on a fixed schedule.
Nearly every guest question fell into five groups, and each now has an answer before the guest asks.