Guest messages are drafted for review by default. Routine messages can send automatically only under rules approved by your venue. Complaints, booking commitments, allergy advice and financial decisions always need human approval.
ENQUIRY → QUALIFY → ROUTE
Function enquiries
A function enquiry arrives. Details are extracted and a reply is drafted for manager approval. Routine follow-ups can run under rules agreed with your venue.
Systems: Email / Reservations / Google Workspace
Still manual
- 01Enquiry lands in a shared inbox
- 02Manager reads it between service
- 03Checks the diary and availability
- 04Finds the function pack
- 05Writes a reply
- 06Makes a note somewhere
- 07Remembers to follow up — or doesn’t
What could be automated
- 01Date, pax and budget extracted
- 02Enquiry classified
- 03Reply drafted for manager approval
- 04Follow-up scheduled
- 05Manager approves availability, terms and reply
- 06Routine follow-up sent only under venue-approved rules
A person still approves the initial reply, availability and booking terms. Routine follow-ups only send automatically within rules the venue has approved.
POS → REPORT → ACTION
Daily reporting
End-of-day numbers, labour and bookings become a structured report with anomalies highlighted — instead of a spreadsheet ritual.
Systems: POS / Deputy / Reservations
Still manual
- 01Manager copies POS totals
- 02Pulls labour from rostering
- 03Checks bookings
- 04Types notes into a spreadsheet or WhatsApp
- 05Owner pieces it together the next morning
What could be automated
- 01POS, labour and bookings compiled
- 02Structured EOD report generated
- 03Anomalies highlighted
- 04Owner or group summary sent automatically
A person still checks anomalies and decides what, if anything, to change the next day.
VISIT → REQUEST → ESCALATE
Reviews & guest follow-up
Venue-approved review requests can go out after eligible visits. Feedback is classified, complaints are escalated and responses are drafted for review.
Systems: Reservations / Email / Reviews
Still manual
- 01Someone remembers to send a review request
- 02Reviews arrive across three platforms
- 03A negative one sits unseen until Monday
- 04Suggested replies live in someone’s head
What could be automated
- 01Venue-approved review request sent after eligible visits
- 02Incoming reviews classified
- 03Negative reviews escalated immediately
- 04A suggested response drafted
- 05Positive feedback captured
A person still approves drafted review replies, handles complaints and decides what needs a call.
INVOICE → EXTRACT → EXCEPTION
Invoice workflows
Supplier invoices stop living in a forwarded email chain. Data is extracted, categorised, and exceptions are flagged for a human.
Systems: Email / Xero
Still manual
- 01Invoice arrives in a personal inbox
- 02Forwarded to accounts or the owner
- 03Numbers typed into Xero
- 04Something doesn’t match — nobody notices for a week
What could be automated
- 01Invoice data extracted
- 02Supplier and category identified
- 03Sent into the accounting workflow
- 04Exceptions flagged for review
A person still handles mismatches, credits and anything that should not go straight to accounts.
BOOKINGS → BRIEF → SERVICE
Reservation intelligence
A manager brief appears before service: large groups, VIPs, repeats, allergies, special notes. Not a person clicking through every booking.
Systems: Reservations / Email
Still manual
- 01Host opens the book one by one
- 02VIP notes live in a separate spreadsheet
- 03Allergies get mentioned at the pass — or don’t
- 04The briefing is whatever someone remembers
What could be automated
- 01Upcoming bookings scanned
- 02Large groups, VIPs, repeats and specials identified
- 03Manager brief generated before service
A person still reads the brief and briefs the floor — the system does not run the room.
SOP → SEARCH → ANSWER
Internal operations
SOPs, menus and policies become searchable. Repeated management questions drop because the answer already exists.
Systems: Google Workspace / SOPs
Still manual
- 01Policy lives in a Google Doc nobody can find
- 02The same question hits the group chat nightly
- 03A new starter asks the duty manager six times
What could be automated
- 01SOPs, menus and policies indexed
- 02Staff ask a searchable internal assistant
- 03Repeated questions stop reaching management
A person still owns the source documents and answers anything the assistant should not.
WEEK → DIGEST → ACTION LIST
Weekly operator reporting
POS, labour and reservations become a weekly digest with unusual movements flagged and a short management action list.
Systems: POS / Deputy / Reservations
Still manual
- 01Owner logs into five systems on Monday
- 02Builds a spreadsheet
- 03Notices a labour spike two weeks late
What could be automated
- 01Weekly performance digest compiled
- 02Unusual movements flagged
- 03Management action list attached
A person still chooses which flagged movements actually need a conversation.
MESSAGE → CLASSIFY → HUMAN
Guest enquiries
Guest messages are classified and replies are drafted for review. Routine information can send under venue-approved rules; booking commitments and complaints go to a person.
Systems: Email / Reservations
Still manual
- 01Every message waits in the same inbox
- 02Someone writes the same reply for the tenth time
- 03A function lead sits under a supplier invoice
What could be automated
- 01Message classified: booking / function / general
- 02Response drafted for review
- 03Routine messages sent only under venue-approved rules
A person still approves booking commitments, allergy advice and replies outside the agreed rules. Complaints and sensitive decisions always go to a person.
What’s possible depends on your systems and how your venue works.