Hospitality
Restaurant Suite
Fill every cover, protect your reviews, and run a tighter kitchen, without hiring another manager.
A full operating system for an independent restaurant or small group. It covers the complete guest lifecycle: from the moment a reservation lands or a walk-in joins the waitlist, through the dining experience and post-visit review, to loyalty winback and private-event conversion. Most independent operators lose margin in three invisible places: no-shows and reservation friction that leave covers dark, slow or absent review responses that quietly erode local search rank, and supply and scheduling decisions made by gut rather than data. This suite makes all three automatic, then layers on events and catering capture and menu content so the operator can spend time on the floor rather than the back office.
A starting configuration to test against the business's actual evidence and operator constraints.
Illustrative failure hypotheses
Questions for the audit to verify
No-shows and late cancellations leaving covers dark and food prepped for guests who never arrive
Slow or generic review responses letting negative ratings slide and suppressing Google local rank
No loyalty programme or winback: lapsed guests who enjoyed their meal simply never return
Private-event and catering enquiries handled manually and slowly, losing high-margin bookings
Over-ordering and poor par-level discipline driving spoilage and inflating food cost
Inconsistent social and menu content that fails to convert Instagram browsers into bookers
Proposed starting point
A pilot hypothesis to review
Designed role · approval required
Cover & Waitlist Manager
Handles all inbound reservation requests, manages the live waitlist, and fills cancelled covers automatically.
Missed bookings and dark covers are immediately visible on the P&L. An always-on agent that confirms, fills, and manages the waitlist recovers real revenue in week one.
Designed playbook
Proposed work streams and roles
These are configuration ideas to test during an audit. They are not autonomous workers or evidence of a live deployment.
Forma Core
Runs under every suite. The shared operating spine: front desk, follow-up, reputation, owner reporting, cash, and content.
Designed role descriptions ↓Close ↑
Front Desk
Captures and triages every inbound (email, web form, missed call, DM), then replies, classifies, and routes it to the right place.
Follow-Up Engine
Runs persistent, polite multi-touch follow-up on every quote, no-show, and stalled enquiry until it converts or is cleanly closed.
Reputation Engine
Asks happy customers for reviews at the right moment, drafts replies to every review, and routes negative feedback to a human first.
Owner's Digest
Compiles the weekly (and on-demand) operating picture into a plain-English brief: what happened, what's at risk, what needs a decision.
Money Flow
Issues and chases invoices, tracks AR aging, and reconciles payments so nothing slips and cash comes in faster.
Content Engine
Turns the brand kit into a steady cadence of social, email, and blog content, ready for one-click approval.
Reservations & Guest Flow
Maximise covers by automating bookings, waitlist, and no-show prevention end-to-end.
Designed role descriptions ↓Close ↑
Cover & Waitlist Manager
Handles all inbound reservation requests, manages the live waitlist, and fills cancelled covers automatically.
No-Show Shield
Sends timed reminders and confirmation nudges that dramatically reduce no-shows and late cancellations.
Reputation & Local Presence
Respond to every review, maintain Google Business accuracy, and improve local search rank continuously.
Designed role descriptions ↓Close ↑
Review Responder & Local-SEO
Responds to every Google and Tripadvisor review within hours, in the venue's voice, and flags operational issues to the manager.
Loyalty & Winback
Turn one-time diners into regulars and re-engage lapsed guests before they forget you.
Designed role descriptions ↓Close ↑
Loyalty & Winback
Identifies lapsed guests and sends targeted, personalised offers that bring them back before they are lost for good.
Post-Visit Nurture
Sends a timely post-visit thank-you, collects private feedback, and prompts happy guests to leave a public review.
Events & Catering
Capture, qualify, and convert every private-dining and catering enquiry into a signed booking.
Designed role descriptions ↓Close ↑
Events & Catering Handler
Captures, qualifies, and converts every private-dining and catering enquiry into a confirmed, signed booking.
Operations & Supply
Keep the kitchen running efficiently: right stock levels, right team, right shift coverage.
Designed role descriptions ↓Close ↑
Par-Level & Supplier Ordering
Monitors stock levels against pars, forecasts usage from covers and season, and raises purchase orders before the kitchen runs short.
Staff Scheduling Assistant
Drafts optimal shift schedules based on forecasted covers, labour targets, and team availability.
Menu & Promo Content
Produces on-brand social posts, seasonal menu announcements, and promotional content that convert followers into bookers.
Measurement design
Candidate measures to baseline
These labels do not claim a result. The audit must define the source, window, method, baseline, and owner before a metric can support a pilot decision.
Cover utilisation rate
Seats filled as a percentage of total capacity across all services, the clearest signal of reservation and waitlist efficiency.
No-show rate
Percentage of confirmed bookings that do not arrive. Every point reduced recovers real food-cost and labour already committed.
Google average rating
Composite star rating on Google Business, directly tied to local search rank and walk-in discovery.
Food cost percentage
Cost of goods sold as a percentage of food revenue, driven by ordering accuracy and wastage control.
Labour cost as % of revenue
Total wage cost as a share of revenue, optimised by scheduling that matches staffing to forecasted covers.
Lapsed-guest reactivation rate
A candidate metric; its source and baseline are not yet defined.
Connector boundary
Availability is scoped per controlled pilot
Connector names in the internal playbook are planning inputs, not a public integration promise. Current code-live readers are bounded and require account-specific verification before use.
See the commerce pilot boundaries →Audit first
Validate the playbook against your operation.
Pricing, scope, data access, review boundaries, and success measures are agreed in writing before any paid work.
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