The 'Check-In'

The most important part of the day is the 'check-in': your visit to the restaurants somewhere between 10:30 and noon.

The Restaurant Tour is always about one thing: presenting the restaurant in the best possible way to encourage return visits and gain new regulars.

Everything they do on the day should support this goal. While operational efficiency is important, the hospitality rule always applies: the customer comes first. 

Your responsibilities include:

• Visiting restaurants before the Tour starts.
• Checking if everything is set up correctly.
• Offering tips to improve the guest experience (and with that the restaurant's rating)

Make sure the staff is aware of the fact that this is a marketing event, and they should put their best foot forward to showcase the restaurant!

Asking the Key Question

Start by asking one open-ended question:

This helps you gauge whether they’ve understood the concept and gives you a chance to provide useful tips.

Watch out for these common pitfalls:

• Serving pre-poured wine instead of pouring it at the table.
• Only setting a fork instead of both a fork and knife.
• Not offering tap water, which is expected by guests.
• Using disposable tableware, which is a big no-go for the event.
• Not explaining the dish & drink: make staff aware of the fact the visitors do not know what is being served.

These are the most frequently read negative comments in the survey and significantly affect their rating adversely.

Common issues or questions

1. Restaurants often download the wrong app. Make sure they use the Restaurant Tour Manager app (green background, yellow icon).
2. If restaurants forget their login, remind them to use the 'Forgot Password' link and enter the email linked to their account.
3. Restaurants may ask about start or end times. The tour runs from 12:00 to 17:00. Guests must be at the last restaurant before 17:00.
4. Some restaurants think there's a set timetable for rounds. There isn’t. Guests follow a set order but walk at their own pace.
5. Scanning the tickets is not mandatory, and is not related to payment. We've developed the app purely for their convenience.

The survey

Everybody is at least a little competitive. Make the staff aware that every restaurant is being rated, and the other restaurants will see their rating. The ratings are published the day after the Tour

Round 1!

The first round is critical, especially for Tours with more than 150 visitors. If restaurants fall behind here, it can cause issues for them and other restaurants throughout the day.

During check-in, stress the following points to the restaurant staff:

• Guests may arrive early, as soon as 11:30. Remind staff to expect this.
• Priority 1 is seating guests and serving their drinks. Scanning tickets comes second.
• Ensure the chef has prepped the dishes to be served quickly.