Overview
:::info The Guest360 module requires the CRM module to be active. Guest360 is an AI layer on top of existing CRM data — it does not replace or duplicate the guest database. :::
Guest360 is an optional AI-powered intelligence layer that sits on top of the CRM and transforms accumulated guest data into actionable, automatically generated guest profiles. Rather than requiring staff to manually curate preferences, Guest360 continuously learns from real visit data — POS orders, reservation history, payment records, and internal notes — and surfaces structured insights before every visit. Profiles update with each new signal: recent behaviour is weighted more heavily, while outdated patterns fade automatically. Every generated insight is transparent about its source and how many visits it is based on, and staff can correct or dismiss anything that does not match reality.
Core Guest360 Features
Feature | Description |
AI preference detection | Automatically derives guest preferences from orders, reservations, and behavioural signals — no manual data entry required |
Continuous learning | Recent signals are weighted more heavily; patterns from older visits fade automatically as newer data accumulates |
Pre-visit briefing | Proactive briefing generated before each reservation or arrival, covering service-relevant insights for the assigned staff |
Daily summary briefing | Morning overview for managers listing all today's reservations alongside their relevant guest insights on a single screen |
Persistent allergy / intolerance tracking | Allergen data is flagged permanently once recorded — never displaced by newer preference signals |
Food & beverage profile | Preferred wines, known dislikes, and typical order combinations derived from real visit data |
Occasion & ritual detection | Identifies recurring visit dates and special-occasion patterns from reservation history |
Business vs. private visit differentiation | Distinguishes small-group business visits from larger private-occasion visits based on group size and context signals |
Confidence indicator per insight | Each insight shows how many visits it is based on — with a visual confidence indicator that distinguishes a guess from 2 visits vs. a pattern from 20 |
Staff feedback loop | Staff can flag an insight as incorrect; dismissed insights are excluded from future briefings and do not resurface |
Pinned insights | Any insight can be manually pinned as "always show" — guaranteeing visibility regardless of the automatic relevance ranking |
Source transparency | Every insight discloses that it was automatically generated and states the number of underlying visits |
CRM & POS visibility | Insights are visible both in the guest's CRM profile and in the customer profile panel in the POS |
Configurable briefing timing | Operators define when briefings are delivered — e.g. X hours before reservation to a manager, or at check-in / table assignment to the responsible server |
Dashboard overview | Real-time metrics on total insights generated, guests with active allergy flags, and upcoming occasions in the next 30 days |
GDPR transparency output | All automatically generated profiling insights can be exported as part of a guest's data disclosure response (Art. 15 GDPR) |
Data Sources & Insight Categories
Data Sources
Guest360 derives insights exclusively from data already present within the platform — no external data enrichment:
POS order data — individual line items, modifiers, and order combinations per visit
Reservation history — visit frequency, group sizes, booking times, and occasion notes
Payment history — average spend, spend variance across visit types
Internal staff notes — structured and free-text notes entered by service staff in the CRM
Insight Categories
Category | What is detected |
|---|---|
Order habits | Recurring dishes, typical course progressions, common modifiers and substitutions |
Seating preference | Preferred table zones, indoor vs. outdoor, bar vs. table — derived from reservation and seating history |
Special occasions | Birthdays, anniversaries, and other recurring visit-date patterns |
Drink profile | Preferred wines, spirits, or non-alcoholic choices; known dislikes; typical aperitif / digestif patterns |
Visit group patterns | Typical group sizes; business visit indicators (small group, midweek, short stay) vs. social occasion signals |
Allergies & intolerances | Explicitly recorded allergen and intolerance data — flagged permanently with elevated visibility |
Pre-Visit Briefing
Before each reservation, Guest360 automatically assembles a structured briefing for the service team. The briefing contains:
Guest name, loyalty tier, and total visit count
Average spend across past visits
Service recommendations — concise, actionable hints derived from current insights (e.g. "typically orders Barolo; prefers window table")
Active allergy alerts — always shown prominently, regardless of ranking
Upcoming occasions — flagged if the system has detected a recurring date pattern matching this visit
Briefings are delivered at the operator-configured moment — either a defined number of hours before the reservation (sent to a manager) or at the point of check-in or table assignment (sent to the responsible server). Both delivery windows can be configured independently, allowing a manager pre-briefing and a server in-moment alert for the same reservation.
Daily Summary Briefing
In addition to per-guest briefings, managers receive a daily summary listing all reservations for the day with their key insights on a single screen — avoiding the need to open individual profiles one by one.
AI Learning Model
Continuous Weighting
Guest360 does not treat all historical data equally. The learning model applies time-based weighting:
Recent visits carry more weight — a preference signal from last week outweighs the same signal from two years ago
Patterns fade automatically — if a previously observed preference disappears from recent visits, its confidence score decays over time without manual intervention
Frequency amplifies confidence — a behaviour observed across many visits produces a high-confidence insight; an observation from a single visit is surfaced with low confidence
Confidence Indicator
Every insight displays a visual confidence indicator based on the number of supporting visits. A low-confidence insight (derived from 2 visits) is visually distinguishable from a high-confidence pattern (derived from 20+ visits), helping staff weigh each insight appropriately. The underlying visit count is also shown explicitly alongside the indicator.
Staff Feedback Loop
If an insight does not match reality — for example, a wine preference the guest no longer holds — staff can mark it as incorrect directly from the briefing or profile view. Dismissed insights are removed from active briefings and excluded from future generation. Without this correction mechanism, incorrectly inferred patterns would continue to be surfaced and reinforced.
Insight Management
Persistent Allergy Flags
Allergen and intolerance data, once recorded, is permanently pinned and never displaced by the automatic relevance ranking. Allergy alerts appear prominently at the top of every briefing and profile view, regardless of how many newer preference signals have accumulated.
Pinned Insights
Beyond allergies, any insight can be manually pinned by staff as "always show." Pinned insights remain visible in every briefing regardless of their confidence score or recency — useful for standing preferences that are important to the guest but may not appear in every visit's data (e.g. a dietary preference the guest mentions verbally but does not consistently reflect in orders).
Source Transparency
Every insight discloses:
That it was automatically generated by the system (not manually entered)
The number of visits on which it is based
A visual confidence indicator reflecting that count
This allows staff to distinguish a data-backed pattern from a tentative early inference, and to decide how confidently to act on each piece of information.
CRM & POS Visibility
Guest360 insights are surfaced in two places within the platform:
CRM guest profile — the full insight set, including confidence indicators, visit counts, source disclosure, and management controls (pin, dismiss, correct)
POS customer profile panel — a condensed, service-relevant view of active insights shown at the point of order, relevant during live service
Both views update in real time as new visit data is processed.
GDPR & Compliance
Guest360 generates insights through automated profiling of personal data. This creates specific compliance obligations beyond those covering raw CRM data.
Art. 15 GDPR — Data Subject Access
When a guest submits a data access request, the disclosure must cover not only raw personal data (name, contact details, visit records) but also all automatically derived profiling insights — the inferred preferences, behavioural patterns, and occasion flags generated by Guest360. The system supports a structured export of all active insights linked to a guest record for inclusion in access request responses.
Art. 9 GDPR — Special Category Data (Allergies & Intolerances)
Allergy and dietary intolerance data constitutes health data under Art. 9 GDPR and is treated as a special category with stricter requirements:
Explicit consent or a recognised legal basis is required before processing allergy data beyond what is strictly necessary for guest safety
Allergy insights are stored and surfaced separately from general preference data within the system
Operators must ensure their data processing agreements and consent flows cover this data category explicitly
Automated Profiling Disclosure
Guests whose data is processed by Guest360 should be informed of automated profiling activity in the operator's privacy notice. The existence of Guest360 profiling and the categories of data used constitute information the operator is required to provide under Art. 13 / 14 GDPR at the point of data collection.
Dashboard Metrics
Guest360 provides a real-time operational overview:
Total insights generated across all guest profiles
Guests with an active allergy flag — allowing the service team to assess how many upcoming covers require allergy awareness
Guests with a detected occasion in the next 30 days — enabling proactive planning for special-occasion visits
:::danger Pricing
DO NOT QUOTE FROM THIS PAGE Quotable pricing information can be found only at Pricing & Packages :::
:::info Known Issues