How can XMS minimise the impact of no-shows this festive season?

The Christmas period is a critical time for hospitality businesses, offering a prime opportunity to boost revenue as customers flock to restaurants, bars, and pubs to celebrate. However, with increased footfall comes heightened pressure, and operators face one persistent challenge throughout the festive season; no-shows.

No-shows continue to be a significant problem for the hospitality industry, and the number of these impacting operators in the UK is on the rise. Figures indicate they have spiked to the highest level in three years, from 12% to 14%; a trend that is costing the sector a staggering £17.59 billion annually in lost revenue.

The repercussions are severe, with nearly a fifth of hospitality operators admitting they have considered permanent closure due to the financial strain caused by no-shows.

As the festive period ramps up, it’s essential for hospitality businesses to address this challenge head-on. So, how can our experience management solution, XMS, help operators minimise the impact of no-shows and maximise their revenue during this crucial time?

three rocks® XMS is a flexible experience management system which enables businesses to create a tailored CX tech stack to match their individual business needs. It brings together decades of collective experience, offering businesses a pick and mix of cutting-edge technology.

These solutions range from digital booking systems, self-service kiosks, and restaurant order management solutions, to CRMs, data analysis processes, and virtual queueing systems.

Our hospitality technology experts work with brands to help them understand their challenges, and create the perfect mix of technology to overcome them. three rocks® XMS is truly modular, allowing operators to utilise flexible solutions, ranging from pre-visit systems, in-visit, front and back of house solutions, and post-visit marketing, engagement and feedback tools. But how do these solutions help mitigate no-shows?

How XMS can minimise the impact of no-shows

1. Digital booking systems with confirmation and reminder features

XMS’s digital booking system automates guest confirmations and reminders, sent via SMS or email, ensuring that reservations aren’t forgotten, which can happen during the busy festive period. XMS’s digital booking system also has options for cancelling or modifying bookings, reducing no-shows if your customers’ plans change. Having a fair and flexible cancellation policy can increase the chances of them returning at a later date, as well as encouraging customers to give more notice of their cancellation, making it easier to refill the booking.

2. Integrated deposit options

To promote booking commitment, XMS allows businesses to implement flexible deposit or pre-payment systems. These features reduce non-committal bookings and no-shows while maintaining a customer-friendly experience.

3. Table and waitlist management

Maximising every table is crucial for restaurant success, but without the right tools it can be challenging for staff to track the status of each table, manage incoming reservations, and accommodate walk-ins efficiently. XMS, which uses real-time data, simplifies this process by providing staff with a clear, unified view of seating arrangements. XMS makes it easy to manage reservations and adapt on the fly, if a table becomes available due to a last-minute cancellation, staff are immediately notified and can direct walk-ins to the open table.

Virtual queuing systems take this a step further. When diners arrive at a busy restaurant without a booking, staff can add them to a digital queue. If a no-show or cancellation occurs, the system automatically alerts waiting customers that a table has become available, ensuring tables are filled quickly and effectively.

4. Data insights and CRM capabilities

With XMS’s data and CRM tools, you can identify patterns in no-show behaviour, pinpoint high-risk customers using historical data, and tailor communication strategies to reduce no-shows. The system can also help reward reliable diners and promote consistent booking behaviour through loyalty programs or exclusive offers.

As we move into one of the most important periods for the hospitality industry, the risk of no-shows is at its highest. Missed bookings and empty tables can significantly disrupt restaurant operations and revenue, and although no-shows will never be completely eliminated, there are steps your business can take to mitigate them.

XMS offers a comprehensive and tailored solution to minimise the impact of no-shows, helping your business stay agile and efficient, and because of its truly modular nature, it can adapt to whatever your business needs, or whatever the world throws at you.

Learn more our XMS here or get in touch with our team at [email protected]