So, what are the challenges of managing bookings across multiple sites?
We know that managing reservations for multiple venues is never straightforward. Food and wet-led venues have their own unique set of needs, which is why staying on top of bookings can quickly become a headache for your team. Here’s some of the challenges you might be facing:
You have multiple booking channels
If customers have multiple options to book with you, whether that’s through your website, social media or calling up directly, managing these different channels can lead to missed opportunities and confusion if they’re not handled correctly. Ultimately, it’s difficult to track every request manually, especially as your venue grows.
So, what’s the solution? Finding a system that keeps all reservations in one place will allow you to focus on the customer experience without worrying about whether a booking slipped through the cracks.
The problem of no-shows
No-shows can be really frustrating, especially when they happen when your venue is at its busiest. A reserved table or booth left empty during peak hours means lost revenue and disruption to your operations, so it’s important to tackle this. Nowadays, many pub groups are starting to ask for deposits or pre-payments upfront to secure bookings. This provides some financial assurance and discourages those last-minute cancellations.
Maximising your space and managing capacity
Making sure every table is used efficiently is key to running a profitable venue, especially when customer volume can be unpredictable. To make sure your venue isn’t over or underbooked, you need to have a clear picture of its capacity, and have the flexibility to make last-minute adjustments.
This is where a centralised system like Access Collins can help. By giving you full visibility, you have the ability to optimise your seating plan accordingly, all while keeping the experience smooth for guests.
Practical strategies to boost bookings
Now that we’ve covered the challenges, let’s focus on some practical strategies you can implement to increase repeat bookings and customer satisfaction. A well-managed reservation system is just one tool in your toolkit, but it's crucial in building the long-term customer relationships your venues need.
1. Keep your bookings in one place
A smooth, efficient booking process ensures your customers have a positive first impression. If bookings are scattered across different channels, there’s a greater chance of errors, missed opportunities and customer frustration.
With Access Collins, all reservations, whether they come from your website, phone or social media, are centralised in one system, giving your team full visibility and control. This eliminates confusion, reduces admin time and ensures no bookings slip through the cracks. On average, venues using Access Collins see a 24% boost in conversion rates, as fewer customers drop off due to inefficient booking processes.
When customers can book easily and confidently, they’re far more likely to return.
2. Automate customer communications
Once a customer has booked a table, the communication doesn’t end there. Automated emails or SMS reminders help reduce no-shows and set customer expectations high.
Consider sending:
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Booking confirmations- Clear, instant confirmation reassures guests that their reservation is secure.
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Reminder messages- A gentle nudge a day or two before their visit helps reduce last-minute cancellations.
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Follow-ups - After their visit, a thank-you message, feedback request, or exclusive rebooking offer encourages them to return.
Automated communication is simple but powerful as it reduces the workload for your team and creates a professional, reliable experience for your guests. Access Collins makes this process effortless, keeping customers engaged before and after their visit it increases the likelihood of repeat bookings.
3. Secure revenue with prepayments and deposits
While deposits might not be suitable for every venue or customer, they’re an effective way to reduce cancellations, especially for larger groups or peak times.
Here’s how prepayments and deposits can benefit your pub group:
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Reduce the risk of no-shows- Customers are more likely to honour their booking when they’ve paid in advance.
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Secure guaranteed revenue- Secure payments upfront provide financial stability for your business.
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Your customers will commit- When a guest has already paid, they’re more likely to follow through with their visit.
With Access Collins, you can easily set up flexible deposit rules or pre-authorise card payments, allowing you to secure high-value bookings like VIP booths or private areas without upfront charges. These features give you greater control over your revenue while keeping the booking process frictionless for guests.
4. Look after your existing customers with loyalty incentives
The best way to increase repeat bookings is to focus on the customers you already have. Loyal customers are far easier to rebook than attracting entirely new ones. Offer personalised loyalty programmes or discounts for your frequent visitors to keep them engaged. Maybe you can offer a special deal for a customer’s birthday or send exclusive offers for their next visit. Small gestures like these create a deeper connection with your guests and keep them coming back.
With Access Collins, you can track guest preferences and booking history, allowing you to personalise marketing efforts. These small, tailored incentives make a big difference in securing repeat business.
5. Increase visibility and attract repeat customers with DesignMyNight
One of the biggest drivers of repeat bookings is making sure your venue stays top of mind for customers. Access Collins integrates with DesignMyNight, one of the UK’s largest hospitality discovery platforms, helping your venue reach millions of potential guests.
This increased visibility leads to:
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More first-time bookings- New guests discover your venue easily.
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Higher repeat bookings- Customers who have booked before are reminded of your venue when they return to browse for their next night out.
Having your venue listed in a high-traffic booking platform gives you a marketing advantage, attracting both new and returning customers without additional effort.
How to optimise table management and maximise capacity
Managing space efficiently during busy hours can be a challenge, but making sure that every table is utilised without overcrowding the venue is vital to a smooth customer experience. To strike the right balance between accommodating as many guests as possible and maintaining a smooth service flow, you need to be planning ahead, use real-time oversight and have a flexible approach to reservations.
Solutions like Access Collins help pub groups take control of their venue’s capacity by providing real-time visibility over bookings, walk-ins and table availability, making it easier to manage space effectively. Here’s how you can improve:
Plan seating arrangements for peak times
The best way to maximise space is to plan ahead. Rather than reacting to busy periods as they happen, taking a proactive approach allows you to make the most of your venue’s layout while ensuring a smooth experience for both customers and staff. Access Collins’ reporting tools make it easy to track booking trends, helping you anticipate peak periods and adjust accordingly.
Understanding your busiest times: Whether that’s Friday evenings, Sunday roasts or midweek corporate bookings, planning gives you the opportunity to adjust table arrangements to accommodate demand effectively.
Set aside tables: If your venue hosts a mix of walk-ins and reservations, setting aside a portion of tables specifically for last-minute guests can prevent crowds at the entrance.
Use your outdoor spaces: Using outdoor spaces or bar areas more strategically during high-demand periods can help you accommodate more guests without overcrowding your main dining or drinking areas.
By optimising the flow of guests and reducing wait times, you’ll not only boost customer satisfaction but also encourage repeat visits. A well-managed space leads to faster table turnover, a more enjoyable atmosphere and an increase in revenue.
Use data to forecast busy periods
By analysing previous booking patterns, you can identify peak times that might not be immediately obvious, like the late afternoon rush or a quieter midweek evening that sees a sudden surge in reservations. Understanding these trends will allow you to adjust your staffing levels accordingly, ensuring you have the right number of team members available during busy shifts.
Proactively adjust table arrangements: Making sure you have the appropriate mix of small and large tables to cater to different booking types. For example, if you notice a pattern of larger groups coming in on a Friday night, you can set aside tables or seating areas in advance for big parties, so you’re not scrambling to accommodate them when they arrive.
Be prepared: By better preparing for these busy periods, you’ll ensure that your venue is running at full capacity, without overstaffing or underutilised space. This helps to avoid frustrating wait times for customers, while also ensuring that your team is ready to provide great service when demand is at its highest.
Boost your pub group’s bookings with Access Collins
In this article, we’ve outlined some of the key challenges faced by multi-site pub groups when it comes to making reservations work, and practical ways to overcome them. From centralising your system, to finding actionable ways to manage your space, these changes can ultimately lead to improvements in both efficiency and customer satisfaction.
If you're looking for a way to make managing your pub group’s bookings easier, then Access Collins can help. By choosing the right system, you can streamline operations and encourage repeat bookings across the board.
Ready to take your booking system to the next level? Get in touch to find out how the right solution can help your business thrive.