Hi everyone,

If you've ever thought "I should really reach out to everyone I met last night during service" or "where is that one regular who used to always sit at bar 2?" or "there is no reason why everyone who celebrated their birthday last year should go anywhere else but here" ... and all of the other million things you wish you had time to do ... then Journeys were built for you.

We know how much time you spend thinking about your guests and how much you wish you had the bandwidth to reach out to them in a more personal way. We know because every operator we've ever worked with tells us the same thing: that guests who could have become regulars slipped through the cracks, that people who spent a lot and never came back never heard from anyone, that the team was too stretched during service to follow up the way they wanted to. The intention is always there, but the bandwidth to piece together the data rarely is.

If you've been using Automations, Journeys are their full replacement. Same idea, significantly more flexibility and personalization.

With Journeys, the impact on the guest experience is endless...

Pre-Visit ⚡️

• Special policy that warrants a gentle reminder before their reservation ➡️ Guest receives a heads up ➕ a tag is added to the visit confirming they were informed.

Post Visit ⚡️

• A manager touches a table and wants to connect ➡️ A personal email goes out the next day from that manager's inbox.
• Someone drops a ton of money ➡️ They become a VIP and get introduced to your reservations team ➕ they receive a Big Spender tag ➕ a note to give them the booth on their next visit.
• Your team thinks someone may have had a negative experience ➡️ They receive an email asking for internal feedback.

Drive Covers ⚡️

• A regular hasn't been in for 30 days ➡️ A win-back message heads their way (we've seen 15% of guests rebook within 30 days of receiving this one!)
• Someone's birthday or anniversary is coming up ➡️ They hear from you the moment they start thinking about their plan ⏰ If they don't book within a couple weeks ➡️ Reach out once more to remind and entice them.

Drive Events ⚡️

• Someone inquired about an event but never ended up booking ➡️ Reach out around the same time they were in the market last year and win them over this time around.
• Event season is coming up ➡️ Rebook last years clients months in advance and offer to hold the space for them again.

We built a handful of templates for you to peruse for inspiration! All you have to do is click "+ Create Journey" in your Journeys tab to find them:

Yes, automatic guest outreach can feel risky, and that's exactly why exclusion rules exist. If there's ever someone you don't want to receive a message they'd otherwise qualify for, you can carve them out easily. The right message goes to the right people, every time.