Module: Guest360

Questi contenuti non sono ancora disponibili nella tua lingua.

Overview

:::info The Guest360 module requires the CRM module to be active. Guest360 is an AI layer on top of existing CRM data — it does not replace or duplicate the guest database. :::

Guest360 is an optional AI-powered intelligence layer that sits on top of the CRM and transforms accumulated guest data into actionable, automatically generated guest profiles. Rather than requiring staff to manually curate preferences, Guest360 continuously learns from real visit data — POS orders, reservation history, payment records, and internal notes — and surfaces structured insights before every visit. Profiles update with each new signal: recent behaviour is weighted more heavily, while outdated patterns fade automatically. Every generated insight is transparent about its source and how many visits it is based on, and staff can correct or dismiss anything that does not match reality.

Core Guest360 Features


Feature	Description
AI preference detection	Automatically derives guest preferences from orders, reservations, and behavioural signals — no manual data entry required
Continuous learning	Recent signals are weighted more heavily; patterns from older visits fade automatically as newer data accumulates
Pre-visit briefing	Proactive briefing generated before each reservation or arrival, covering service-relevant insights for the assigned staff
Daily summary briefing	Morning overview for managers listing all today's reservations alongside their relevant guest insights on a single screen
Persistent allergy / intolerance tracking	Allergen data is flagged permanently once recorded — never displaced by newer preference signals
Food & beverage profile	Preferred wines, known dislikes, and typical order combinations derived from real visit data
Occasion & ritual detection	Identifies recurring visit dates and special-occasion patterns from reservation history
Business vs. private visit differentiation	Distinguishes small-group business visits from larger private-occasion visits based on group size and context signals
Confidence indicator per insight	Each insight shows how many visits it is based on — with a visual confidence indicator that distinguishes a guess from 2 visits vs. a pattern from 20
Staff feedback loop	Staff can flag an insight as incorrect; dismissed insights are excluded from future briefings and do not resurface
Pinned insights	Any insight can be manually pinned as "always show" — guaranteeing visibility regardless of the automatic relevance ranking
Source transparency	Every insight discloses that it was automatically generated and states the number of underlying visits
CRM & POS visibility	Insights are visible both in the guest's CRM profile and in the customer profile panel in the POS
Configurable briefing timing	Operators define when briefings are delivered — e.g. X hours before reservation to a manager, or at check-in / table assignment to the responsible server
Dashboard overview	Real-time metrics on total insights generated, guests with active allergy flags, and upcoming occasions in the next 30 days
GDPR transparency output	All automatically generated profiling insights can be exported as part of a guest's data disclosure response (Art. 15 GDPR)

Data Sources & Insight Categories

Data Sources

Guest360 derives insights exclusively from data already present within the platform — no external data enrichment:

POS order data — individual line items, modifiers, and order combinations per visit
Reservation history — visit frequency, group sizes, booking times, and occasion notes
Payment history — average spend, spend variance across visit types
Internal staff notes — structured and free-text notes entered by service staff in the CRM

Insight Categories

Category	What is detected
Order habits	Recurring dishes, typical course progressions, common modifiers and substitutions
Seating preference	Preferred table zones, indoor vs. outdoor, bar vs. table — derived from reservation and seating history
Special occasions	Birthdays, anniversaries, and other recurring visit-date patterns
Drink profile	Preferred wines, spirits, or non-alcoholic choices; known dislikes; typical aperitif / digestif patterns
Visit group patterns	Typical group sizes; business visit indicators (small group, midweek, short stay) vs. social occasion signals
Allergies & intolerances	Explicitly recorded allergen and intolerance data — flagged permanently with elevated visibility

Pre-Visit Briefing

Before each reservation, Guest360 automatically assembles a structured briefing for the service team. The briefing contains:

Guest name, loyalty tier, and total visit count
Average spend across past visits
Service recommendations — concise, actionable hints derived from current insights (e.g. "typically orders Barolo; prefers window table")
Active allergy alerts — always shown prominently, regardless of ranking
Upcoming occasions — flagged if the system has detected a recurring date pattern matching this visit

Briefings are delivered at the operator-configured moment — either a defined number of hours before the reservation (sent to a manager) or at the point of check-in or table assignment (sent to the responsible server). Both delivery windows can be configured independently, allowing a manager pre-briefing and a server in-moment alert for the same reservation.

Daily Summary Briefing

In addition to per-guest briefings, managers receive a daily summary listing all reservations for the day with their key insights on a single screen — avoiding the need to open individual profiles one by one.

AI Learning Model

Continuous Weighting

Guest360 does not treat all historical data equally. The learning model applies time-based weighting:

Recent visits carry more weight — a preference signal from last week outweighs the same signal from two years ago
Patterns fade automatically — if a previously observed preference disappears from recent visits, its confidence score decays over time without manual intervention
Frequency amplifies confidence — a behaviour observed across many visits produces a high-confidence insight; an observation from a single visit is surfaced with low confidence

Confidence Indicator

Every insight displays a visual confidence indicator based on the number of supporting visits. A low-confidence insight (derived from 2 visits) is visually distinguishable from a high-confidence pattern (derived from 20+ visits), helping staff weigh each insight appropriately. The underlying visit count is also shown explicitly alongside the indicator.

Staff Feedback Loop

If an insight does not match reality — for example, a wine preference the guest no longer holds — staff can mark it as incorrect directly from the briefing or profile view. Dismissed insights are removed from active briefings and excluded from future generation. Without this correction mechanism, incorrectly inferred patterns would continue to be surfaced and reinforced.

Insight Management

Persistent Allergy Flags

Allergen and intolerance data, once recorded, is permanently pinned and never displaced by the automatic relevance ranking. Allergy alerts appear prominently at the top of every briefing and profile view, regardless of how many newer preference signals have accumulated.

Pinned Insights

Beyond allergies, any insight can be manually pinned by staff as "always show." Pinned insights remain visible in every briefing regardless of their confidence score or recency — useful for standing preferences that are important to the guest but may not appear in every visit's data (e.g. a dietary preference the guest mentions verbally but does not consistently reflect in orders).

Source Transparency

Every insight discloses:

That it was automatically generated by the system (not manually entered)
The number of visits on which it is based
A visual confidence indicator reflecting that count

This allows staff to distinguish a data-backed pattern from a tentative early inference, and to decide how confidently to act on each piece of information.

CRM & POS Visibility

Guest360 insights are surfaced in two places within the platform:

CRM guest profile — the full insight set, including confidence indicators, visit counts, source disclosure, and management controls (pin, dismiss, correct)
POS customer profile panel — a condensed, service-relevant view of active insights shown at the point of order, relevant during live service

Both views update in real time as new visit data is processed.

Guest360 generates insights through automated profiling of personal data. This creates specific compliance obligations beyond those covering raw CRM data.

When a guest submits a data access request, the disclosure must cover not only raw personal data (name, contact details, visit records) but also all automatically derived profiling insights — the inferred preferences, behavioural patterns, and occasion flags generated by Guest360. The system supports a structured export of all active insights linked to a guest record for inclusion in access request responses.

Allergy and dietary intolerance data constitutes health data under Art. 9 GDPR and is treated as a special category with stricter requirements:

Explicit consent or a recognised legal basis is required before processing allergy data beyond what is strictly necessary for guest safety
Allergy insights are stored and surfaced separately from general preference data within the system
Operators must ensure their data processing agreements and consent flows cover this data category explicitly

Automated Profiling Disclosure

Guests whose data is processed by Guest360 should be informed of automated profiling activity in the operator's privacy notice. The existence of Guest360 profiling and the categories of data used constitute information the operator is required to provide under Art. 13 / 14 GDPR at the point of data collection.

Dashboard Metrics

Guest360 provides a real-time operational overview:

Total insights generated across all guest profiles
Guests with an active allergy flag — allowing the service team to assess how many upcoming covers require allergy awareness
Guests with a detected occasion in the next 30 days — enabling proactive planning for special-occasion visits

:::danger Pricing

DO NOT QUOTE FROM THIS PAGE Quotable pricing information can be found only at Pricing & Packages :::

:::info Known Issues

Deeper Troubleshooting :::