Avenista at the Belfry
The Customer
The De Vere Belfry in Warwickshire is a world class 4 star hotel. Renowned for
its golfing it has hosted the Ryder cup an unprecedented 4 times. The resort
operates 4 main restaurants including an award winning French restaurant (50
covers), and a Carvery (220 covers), and has 37 function rooms. Frequented by
statesmen, dignatories, and celebrities The De Vere Belfry likes to get
customer service right first-time, every time.
The Requirements
The customer felt that they were not meeting their customer-service
expectations with regard to the restaurants. All reservations were entered by
hand into a single diary for each restaurant. They also felt that their manual
operation was inefficient and that they could increase revenue within the
restaurants if Table Reservations could be made and confirmed at the same time
as rooms were booked. There were a number of specific issues to resolve: -
-
Restaurants were regularly overbooked
-
The diaries were not released until 5pm so salespeople couldn't confirm
business on the spot during the day
-
Reservations were sometimes lost on scraps of paper
-
It was often difficult to locate a diary or find out who had it
-
There was poor communication of information between staff concerning bookings,
There was a lack of accountability as staff could create/delete reservations
with impunity
-
A simple failure in operations meant that restaurant business which was linked
to Conference or Accomodation business often remained in the diary if the
events were cancelled causing the restaurants to reserve unnecessary space
which couldn't then be filled with paying diners.
Solution
Avenista was installed onto over 100 workstations throughout the resort
including Sales, Reception, Guest Services and the Restaurants themselves
making this one of the largest Table Reservation systems in Europe. The system
was linked into the customer's Fidelio Sales & Catering and Front Office
6.11 PMS systems so that Table Reservations can be linked to Conference or
Accommodation business and automatically updated or removed if the linked
business changes.
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