Surviving or thriving?

Wednesday, August 25th, 2010

Your Catering Sales Manager takes a new job and leaves the company with little notice. As her assistant, your feelings toward her departure are bittersweet. She’s happy about her new position, so you are happy for her, but you will miss her. Above all else, you realize that until a replacement is hired, you are left to do her work as well as your own. After a brief meeting prior to her exit and a lone assessment of the entire situation, which scenario most likely represents your situation?

• Her desk is loaded with file folders, stacks of paper and an avalanche of yellow and pink sticky notes. You know she manages a few things in a computerized spreadsheet, but you can’t seem to find it on her desktop. Her Rolodex, now ages old, is no longer in alphabetical order. This month’s events, a few names and the occasional phone number are scratched onto a dry erase calendar board next to her desk. You know what you need to do on your end because you’ve kept your own stack of file folders and a legal pad with a long to-do list, but now you need to consolidate her information with yours to make sure all the upcoming events are covered and nothing slips through the cracks. You’re overwhelmed and nervous – how will you organize everything and still keep things moving forward?

Or…

• You sit down at her computer and click on the ReServe Anywhere icon. After you log in - Ta-Da! Everything you need to know about this month’s events (as well as any events in the future) is right at your finger tips. You dive in and review the centralized event calendar complete with times and dates, all of your set up, service and labor requirements, menu and pricing information, and a detailed customer database complete with comprehensive contact information for all of your guests. You check the task list, review any follow up reminders and get started. Everything is in order. Every detail has been captured. Nothing is missed. ReServe prompts your next steps so you easily and efficiently keep things moving forward. Everything goes off without a hitch. Job well done!

Our hope is that the first scenario is more of an exaggeration rather than actual truth. However, we know that many catering professionals are dealing with the frustration of paper-based event management.  The second scenario represents where we would like everyone to be – calm, cool and in control.

So, what’s your situation? Are you surviving or thriving?

When is simple better?

Wednesday, August 4th, 2010

Easy. When it’s smarter.

Boasting technology that is easy to use can put certain suppliers in a vicarious position. Simplified software can be so diluted or ‘dumbed-down’, that it doesn’t meet the basic needs of the user. Besides touting simplicity, the software may have nothing of real value to offer. Just because it looks like other, more universally known, software products, or has an attractive screen display, or is a plug and play platform, doesn’t mean it’s a fully evolved product. While it may seem appealing to a user at first, they soon realize that with all of the ‘simple’ bells and whistles, functionality has been compromised and a comprehensive tool is nowhere to be found. On the flip side, what if simplicity is positioned as a dominant feature, but the software is so complicated to navigate that the user throws up their hands in frustration and heads back to their pile of file folders or a tattered reservation book?

In our case, the software we design is complex on the development side and user-friendly on the front end. Our development processes are lengthy and detailed. We critically study the work environment of users so that we completely understand the process flow of information and the unique demands of their environment. We gather user input at various stages in the development process to make sure that we’re addressing the subtle details that make all the difference between a usable finished product versus one that becomes simply another obstacle in the way of completing required tasks. This iterative, user-centered design approach results in a product that is truly assistive – easy to navigate, rich with valuable functionality, easily integrated into the normal process flow of the work environment – and simply smarter than the rest.

Our software simplifies user practices without watering down functionality. Our platform is intuitive so that the software does what users need it to do and want it to do, all while prompting them through their own internal, operationally specific processes. The software speaks the user’s language, utilizes their unique business parameters, as well as incorporates industry knowledge and assumptions to help anticipate next steps.

We’ve been known to say that our software is simple to use. We’re not going to deny that. The difference is that we’ve taken simple to the next level and made is smart. We would never assume that the industry is only drawn to pretty screen displays or try to fool them by saying we’re as easy to use as other software products just because we have similar layout. The industry’s needs are diverse and layered with complexity and our job is to make the user’s job easier. Because our software is smart, we become that extra pair of hands, that second set of eyes, that extra reservationist or that catering sales assistant. There’s real value there. We know that. Our customers know that.

That’s how simple really becomes better.

Do you want to be everything to everyone?

Thursday, July 29th, 2010

The hospitality industry is so unique. It is highly segmented, thematically diverse and powerfully resilient. On top of all of those things, its needs are vast, from food and beverage to operational needs, financing to marketing resources, and equipment to technology requirements. Suppliers, with a passion for the industry, sometimes find themselves wanting to fill as many needs for their hospitality customers as possible.

The problem is, when you try to be everything to everyone, you lose sight of who you are. And so do your customers. Not only do you lose your competitive edge, but you run the risk of becoming forgettable.

The pool of hospitality suppliers is large and our offerings cross over a myriad of operational needs. With so many choices, hospitality professionals are often at a loss with where to start. It’s our responsibility to make our offerings crystal clear so our customers have the right information to make the best possible choices. By muddling features and benefits or using deceptive language, it’s impossible to stand out and be seen as a viable, long-term solution.

Many successful hospitality professionals have figured this out long ago and can serve as a great example. They are the ones that have thrived through a struggling economy, and quietly boast a solid, targeted and growing customer base. They have honed in on what makes them unique and have built a reputation on that uniqueness that is accompanied by industry accolades and customer ‘oohs’ and ‘aahs’. Some examples – Wolfgang Puck Catering, McCormick & Schmick’s and Gaylord Entertainment. They are the masters of their brands and have earned their success by decidedly not trying to be everything to everyone.

While we offer several hospitality management software solutions to our customers, our message is clear and so is the ReServe Interactive offering. We would rather be something incredible to someone than run the risk of being overlooked because we tried to be everything to everyone.

Does anyone really like change?

Thursday, July 22nd, 2010

There’s a saying that goes ‘The only thing constant in life is change’. Very true. And, in some cases, very hard to accept. When people are used to doing things a certain way, it can be difficult to change their course of action. People get caught up in what they have to give up and what has made them comfortable, versus what they may gain in the long run. You may find that some are eagerly willing to make the change, while some people dig in with their heels and fight you every step of the way.

Technology is often a trigger for significant change and therefore, a potential trigger for resistance. Whether you’re implementing software to take the place of manual processes or replacing one system with another, it’s important to remember that the reaction to that change will vary across your organization. To ease the pain, consider choosing a provider that will take the time to provide adequate training to your staff, as well as remain accessible throughout the implementation process, so concerns can be addressed and minds can be set at ease.  Take a moment to zero in on employees who are eagerly embracing the change and have them assist you in training others. Let their enthusiasm become contagious.

Our new customers are often surprised at how easy our software is to implement, train on and use. It is technology after all.  But our users, regardless of any resistance, or enthusiasm for that matter, are typically up and running, using the software to book actual events or dining reservations within a few hours of training. We work closely with them and provide all of the tools they need to ease any discomfort they may have with making the change.

Paul Pace from Treasure Island Hotel & Casino is a great example of an individual embracing change. When his company’s legacy dining reservation software system was phased out and ReServe Anywhere® was implemented, he said, “I came on board after implementation, and because the system is so user friendly and easy to use, I logged in and taught myself how to use it. I was able to take single and group reservations, make changes to floor plans and update menus within a couple of days.”

Change is inevitable, yes. But resistance to it doesn’t have to be.

Have recent economic conditions made you stronger?

Thursday, July 15th, 2010

Reports vary across the industry – some hospitality segments have continued to show steady growth, some have struggled and are eager for a comeback, while others have remained stable.

Where did your organization fall over the last couple of years?  What changes have you made to position yourself for growth as economic conditions improve? 

Many industry segments have taken this challenging time as an opportunity to improve operations, develop management and build relationships with industry partners. They have focused on improving existing processes and finding ways to save money without sacrificing service and quality. Many have decided to invest in technology solutions developed to help them streamline operations and enhance efficiencies.

We’ve found that more of our newer customers are choosing ReServe Anywhere®, our web-based Dining Reservation, Table Management, Catering and Event Management solutions, because they offer all of the functionality and efficiency-creating features of our traditional client/server software without the costs associated with purchasing extra hardware and investing in additional on-property IT resources. All they need is a high speed internet connection and they can connect to their business from anywhere, at anytime. This allows them to take advantage of tools that help them make great strides in improving productivity, streamlining operations, and enhancing customer service, all while positioning themselves strongly in today’s competitive landscape.

When considered smartly, technology can be an ally in the fight for growth in this touchy economic environment.  Let the solutions you choose give you the added strength you need to thrive.

Customer service skills matter just as much, if not more, than computer skills

Wednesday, July 7th, 2010

Technology is everywhere – The Ipad and Smart Phones, Twitter, Facebook, Cloud Computing, Software-as-a-Service, new versions of this, expanded versions of that. It’s overwhelming – and very exciting.

Technology has proven to be a valuable resource to the hospitality industry.  Customer facing technologies like kiosks and online reservation systems, as well as front-of-house software applications are helping venues better manage their businesses from the hostess desk to the floor to the kitchen. Businesses using the right technologies the right way are seeing efficiencies, productivity and revenues at levels they haven’t seen before.

One study from the Center for Hospitality Research at Cornell University called Customer Preferences for Restaurant Technology Innovations highlights the impact customer facing technologies like kiosks, pager systems and online reservation systems can have on customers, as well as restaurateurs. http://www.hotelschool.cornell.edu/research/chr/pubs/reports/2009.html.

Here’s a twist – technology, if implemented without thorough examination or simply used incorrectly, can hinder a business’s ability to grow and properly service customers. More time spent troubleshooting software or staff relying too heavily on the tool rather than spending face time with customers can be a detriment that compromises the integrity of your business.

Regardless of the latest technology tools and trends, it’s important to look at your selection from a customer service standpoint. Tools that detract from customer care will hurt you in the long run. Tools designed to help you service your customers and treat them like VIPs is a worthwhile and smart investment for the long term.

And it’s also important to remember that your customers don’t always know, or necessarily care, what technology tools you’re using. Ultimately, they care if the food is good, the price is right and the service is spot on.

When Considering Software Interfaces, Remember to Look Under the Hood

Thursday, June 3rd, 2010

A lot of software programs use interfaces to enhance their offering. Interfaces allow users to work with a software solution that offers a variety of additional tools to meet their business needs. The trick is making sure the interfaces you are promised make your job easier.

When it comes to hospitality management software, there are products on the market that claim to offer intuitive or easy to use interfaces, but essentially they are just providing a link that directs the user to another application all together. A true interface allows both programs to automatically communicate with each other, easily sharing necessary data and ultimately enhancing the user experience.

At ReServe, we don’t just interface with anyone. We look for software partners that support their products and are committed to servicing their customers according to similarly high standards. Our goal is to select partners willing to share information and work side-by-side with us so that the interface is fully integrated and seamless.

Our customer base is broad, spanning several market segments with diverse technology requirements, so our software and any interfaces we offer, need to accommodate that range of needs, from the most basic to the most sophisticated platforms. As such, each interface we select fits naturally with our process driven design and simply becomes an extension of our software, running automatically and anticipating our users’ needs. Our interfaces are smart and work for the user, providing accurate and necessary information, presented on screen where you need it and only when you need it, without complicating routine tasks with extra steps or superfluous data.

Once we commit to an interface, we support it and keep it working throughout upgrades to our software’s architecture. That way, the interface is always functional and critical customer data is never lost. We stand behind our interfaces and make sure we understand the architecture of each third-party product, so that we can easily navigate it and troubleshoot user questions. We don’t bounce our users around between software companies and support departments. Instead, we work with the user as a single point of contact, trusting in our interface solutions and the companies that provide them.

We work with several industry partners to develop integrated interfaces, including Element Payment Systems for credit card processing and storage, MeetingMatrix for room diagramming, as well as various POS system software providers, paging system vendors, and food costing system manufacturers.

One example of a very efficient interface from the user’s perspective is our interface with MeetingMatrix. Through our partnership , we’ve developed an interface that seamlessly launches the MeetingMatrix software with the simple click of one button on the ReServe screen, transfers event information between ReServe and MeetingMatrix, and instantly creates custom room diagrams using the unique specifications for the event that have already been configured in ReServe.  With this solution, there is no double entry of information required. All relevant information is automatically shared between ReServe and MeetingMatrix, enabling the user to be very efficient in each program.

The elegance of a software solution should be in its simplicity for the user. Software should be assistive, not prohibitive, taking care of the details, providing the right data only when and where it is needed, and freeing the user to focus on their job. That is what “easy to use” and “intuitive” means. However, “easy to use” does not mean easy to create.  It’s not enough for a company to say its product interfaces with another product. As a user, you’ve got to demand a demonstration of how an interface actually works, because software cannot be a productivity tool that adds real value unless it is elegantly simple in its functionality.  

So, before you decide on a software solution that offers interfaces, make sure you are getting what you’ve been promised and what you’ve paid for. Demand true communication between the products, ease of use, and business enhancing functionality. After all, you have more important things to do than struggle with software solutions that are more trouble than they’re worth.

What’s your unique selling proposition? What makes you different?

Wednesday, May 26th, 2010

There are a lot of event management and dining reservation products on the market today, all claiming to do pretty much the same thing. You’ll see words like ‘efficiency’, ‘productivity’, and ‘money saving’ thrown around like birdseed in Central Park. But how many of those companies can back up those words with real action?

At ReServe, we know that there is no other product on the market that does exactly what our product does. Our technology platform is proprietary and entirely unique with intuitive features like our Event Lifecycle Technology and Smart Reservation Technology. We offer both dynamic catering & event management and dining reservation & table management software modules that were designed to easily integrate with one another to provide a comprehensive tool for users to manage all functions with one product. Not to mention more than 20 add-ons or interfaces that range from room diagramming to no-fee online dining reservation capability.

Most of all, our people help us stand out above the crowd of software providers. We still believe in a good old fashioned handshake, a voice on the other end of the line and customer service that goes above and beyond at a time when it seems to have fallen by the wayside.

We know who we are, what we do and why we do it best. Do you know your unique selling proposition? What makes you rise above the rest?

What’s the buzz about?

Thursday, May 6th, 2010

There’s been a lot of buzz around the office lately. Not idle chit chat or water cooler talk, but rather the buzz of productivity and communication.  Ideas are being generated at lightning speed. Collaboration is taking place around every corner. Phones are ringing, problems are being solved. Keyboards are clicking and enhancements are being made. There is progress in the air and it’s electric.

These are the days that energize and delight. With each new idea and every conversation, we are moving forward, building and expanding, reaching and resolving.

Optimism abounds, not just within our walls, but across the hospitality industry as experts speak of “turn-arounds” and economic upswings. Restaurateurs, caterers and F&B professionals are looking ahead and experimenting with new ways of doing business, unique growth strategies and powerful innovations. Everyone is focused on success and determined to come out of the darkness with spirit intact.

We are proud partners of this passionate and resilient industry. And as I listen to the latest buzz in the halls of ReServe Interactive, I am excited about what the future will bring.

Introducing Our PCI Compliance Partner

Wednesday, February 24th, 2010

I’m happy to announce we’ve partnered with Element Payment Services, Inc., a company that provides PCI compliant processing solutions to software providers and merchants that accept credit cards. This partnership will allow our customers to securely accept credit cards, process payments, secure reservations and collect deposits directly through a unique portal located in their ReServe Interactive software without ever having to transmit or store sensitive cardholder information. Element’s solution simplifies processes for both our customers and ourselves, leaving us all risk-free and in compliance with today’s PCI specifications.

We researched several providers before we selected Element, keeping in mind our expectation of partnership that I blogged about in January, and found that not only is their solution exceptional, but they value a successful partnership as much as we do. The decision was easy because we knew that both sides would have the customers’ best interests in mind.

So far, the partnership process has been a wonderful experience. The staff at Element is friendly, helpful, generous with their time and accommodating to our needs. All of these factors are important when dealing with an issue as sensitive as PCI Compliance. We knew we needed a partner who not only understood the importance of compliance for our customers and our industry, but was willing to take the steps necessary to get our customers and our company compliant as quickly as possible.

A successful partnership can be easy to achieve when both sides are on the same page. We look forward to working with Element Payment Services, and providing our customers with the superior products and the highest level of service they’ve come to expect from us since 1996.