Enhancing efficiency, profitability and service
The Queens Head is one of Chesham’s most historic pubs. Established in 1746 it is a Grade II listed building currently managed by Manuel and his team from Chase Inns. It’s a fantastic local pub, loved by many and last year was crowned winner in Fuller’s annual Glorious Gardens competition.
One of the key areas of the business that had to change in the pub before reopening in September 2023 was its EPOS and payment solution (tills and card terminals). Considering the size of the pub's bar and its sprawling layout, the introduction of table service done properly and effectively throughout was a must. This included handheld mobile devices that would work both indoors and out, as well as being able to handle a new and bookings and reservation platform.
Seamless service and a painless payment process was key to building trade.
Partnering with Dojo’s innovative payment technology
To overcome slow and expensive tethered card machines (2 only behind the bar), the pub changed the whole EPOS system to introduce and integrate both Dojo Go & Dojo Pocket devices.
Dojo Go card terminals: main advantages were faster processing (literally a second instead of several seconds), more reliable machines (machines have never been ‘down’ so far) and value processing. Revenue was also received next day, every day of the year with all transactions instantly visible in live reporting on the Dojo app.
Manuel (Ops Director) said, ‘Cash flow is king, and never more important than when we opened with a lot of expenses coming at us following the refurbishment and being closed for two weeks immediately upon taking the keys.’
Dojo Go card terminal with teal silicone case Dojo ‘Pocket’ devices: to facilitate ordering and payments outdoors. Devices are the size of a mobile phone and replicate the till screen using iCR’s TouchPoint light.
Manuel adds that, ‘It is estimated ordering behind the bar using mobile PAC (pay at counter) is twice as fast and as far as table service is concerned, in our heated courtyard as well as throughout the pub and restaurant, Pockets are used all of the time and help with suggested selling. In our first year sales more than doubled. This simply would not have been possible without the introduction of such tech.’
Dojo Pocket order and pay device Dojo Bookings: has been a proactive table reservation system with integrated payments for deposits. As well as collecting bookings, the system links to Google via the ‘Reserve a table’ button on the pub’s Google listing and allows text messages to customers for quick communication that the staff love.
Manuel added, ‘We estimate bookings are 40-60% more with Dojo than the previous platform, no-shows are minimal while customers have commented how much easier it is to book using the Dojo App, via the website, by Google or even over the phone. The team also like working with it as the day’s bookings are easy to see on one screen, on many devices.’
Manuel also explained how the booking system doesn’t just show a diary for customers to book, but presents the occasion that you want to encourage customers to book for. We can even tag ‘frequent flyers'/VIPs enabling pre population for returning bookers.
The booking screen (below) shows options for a Standard table booking, or customers can choose to book for Drinks, the Express Lunch menu. Monday Noodles Night etc. Customers can also view a menu or read more details before they book, he adds, ‘this way of encouraging customers to book is so much more proactive and customer friendly than just presenting a calendar, as with the provider we replaced. Also, if we need to take a deposit, (e.g. for Mother’s Day), it’s easy with Dojo payments and the booking system being integrated.’ The insights the platform also provides smart, targeted marketing options and is becoming priceless as we grow.’
Choose your booking experience with the Dojo bookings solution
Summary
By integrating the right card terminals, mobile ordering devices and table bookings, The Queens Head transformed operations; enhancing efficiency, improving customer satisfaction, boosting speed of service and ultimately putting more ‘bums on seats’. The integration with Google drives customer feedback, and in itself allows the algorithms to go to work, so you should find The Queens Head at the top of your Google search listings.
‘In summary, Dojo allowed us to speed-up processes which meant we had more time to serve customers. It’s a win:win all round,’
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