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How to Stand out on TripAdvisor

Every month, TripAdvisor advises more than 415 million travelers in their choice of restaurant. This is a great opportunity to give international visibility to your restaurant. If you have a restaurant and you’re reading this article, you probably have a presence on TripAdvisor or at least want one.

What’s certain is that there are a few key steps to make your business stand out on the largest travel website in the world. Take note of the following ways to succeed on this platform, and put getting clients to the ultimate test.

First: request or register your profile

Have you checked whether your business has a page on TripAdvisor? Sometimes clients create pages for restaurants by uploading images or posting their reviews. The first step is to access the management center (https://www.tripadvisor.com.au/Owners), type in the restaurant’s name, and request the profile if one already exists, or register a new page if one does not.

To protect ownership, you’ll be asked for your credit card information, but this is only to verify your identity, as creating a profile is completely free.

trip advisor listing

How to stand out on TripAdvisor – getting clients

Now you can get started!

Update your profile

From your computer, you can edit all of your restaurant’s visible information: name, contact information, location, photos, business hours, kitchen hours, prices, etc. by accessing the management center (https://www.tripadvisor.com.au/Owners).

What happens if the restaurant changes owner? You can also change the owner of the account, including deleting photos and reviews from previous management, in order to start getting clients from scratch. To do this, you’ll need to provide official proof of the change in ownership and complete some other steps. If this is your situation, you can access TripAdvisor’s Help Center.

Increase your popularity on your TripAdvisor’s ranking

The popularity ranking uses an algorithm that takes into account these variables:

Dates, quality, and quantity of comments the restaurant receives. The more recent positive comments, the better!

This means that correctly managing comments is very important!

Although replying to comments is not mandatory, and the quality of replies does not affect the algorithms, doing so creates a very positive impression for all users, which makes getting clients easier and thus increases the ranking.

Creating authenticity and confidence

TripAdvisor carefully reviews comments before they are published to ensure that they meet certain standards and to verify their truthfulness. If the system detects something suspicious, it automatically alerts a team of specialists, who determine whether or not the comment follows the standards and avoids fraud.

That means you can be sure that the reviews your business receives are authentic!

Watch the video: “An opinion travels through TripAdvisor”

TripAdvisor also has policies and procedures to help owners deal with potential “extortion” from users. Some users may threaten to write negative comments unless they receive some kind of benefit. Report these cases using the management center (https://www.tripadvisor.com.au/Owners) to receive help from TripAdvisor’s staff.

Want to delete a comment you’ve received? Although it’s unusual, there are some cases where this is necessary, whether it’s because the user has left a comment meant for a different restaurant, or because the comment was maliciously written by a competitor, etc. In any case, TripAdvisor’s team of editors will make an evaluation and subsequently delete the comment.

In fact, it is important to remember that the following behaviors are penalized by TripAdvisor:

  • For the owner to write positive comments about the restaurant or to ask family or friends to do so to increase its ranking.
  • For the restaurant to offer discounts, incentives, or special treatment in exchange for positive reviews.
  • Contracting third parties to publish false comments.

Of course, you can invite clients to publish comments on TripAdvisor, using the “Express Opinion” tool, for example, or on social media.  That’s what it’s all about! But no business may force participation, or it will be penalized. This is to guarantee that the reviews are truly useful to users and that the restaurants’ profiles have equal opportunity to compete.

There is one more tool that TripAdvisor automatically adds when a restaurant registers.

The online reservation button!

On TripAdvisor, Dimmi technology is used in the reservation system available to all restaurants with a presence on the website. It’s an amazing advantage, since it allows users to make reservations directly, without leaving the platform. Have you tried it yet? Click here to get yours.

Now, if you already have a profile on TripAdvisor, and you’re generating quality comments and benefiting from the reservations button and promotional tools, we invite you to the next level: Try TripAdvisor Premium, where you’ll have access to more features that will make getting clients easier for you business.

To learn more about managing your profile on TripAdvisor, please click here to contact your local Dimmi account manager.

A recipe to abolish no-shows

Dimmi takes a stand against no shows

Imagine the Rolling Stones were playing at The State Theatre. You fork out $1,000 to nab four tickets, but on the day of the big show it’s cold outside so you decide to give it a miss – you no-show. Your four seats go empty and are not resold. It’s too late. The next day the State Theatre calls you up and says, “sorry you couldn’t make it last night, Mick Jagger says you can have your money back”. Sounds nuts right? It is – and it’s never going to happen, but unfortunately that’s exactly what the restaurant industry has been doing for decades.

No-shows are an accepted part of life, but the problem with the current booking methods in the restaurant industry is that they cause restaurants to bleed money. As it stands 3% of all bookings end in a no-show – and a big loss in profit.

No-shows for reservations are an age-old problem for restaurants – and it’s clear that consumers just don’t get it. They don’t understand how much it affects business. Not only does it affect profit margins but chefs put so much time and effort into preparation during the day, based on the night’s bookings. It also means that other diners who are arguably more committed, miss out on dining at a restaurant because of others who are inconsiderate and rude. It’s just not fair.

Although some restaurants are beginning to put payment systems in place as a security measure, the restaurant industry is years behind other sectors. Think about it: when you book a flight, you pay up-front; when you book a hotel, you pay up-front; when you book a show, you pay up-front. Even hairdressers, beauticians and doctors are now asking for pre-payments – or at the very least, a deposit.

No-show at any of the above and it’s just too bad – you pay for it. But book a table at a restaurant, and you only pay if you choose to show-up. It’s not right.

We need to stop operating like a charity and start operating like a business. The industry needs to catch-up with what is now standard practice in most other comparable sectors. We need to evolve to survive and thrive.

 

So, what are the facts?

  • Dimmi has published insights from its annual 2017 No Show Report, stating partner restaurants have blacklisted 38,000 diners since Feb 2016
  • No-shows cost the restaurant industry a staggering $75 million annually.
  • Data shows there’s been a 25% decrease in restaurant no-shows in the last 12 months

 

Ten key learnings from Hospo Game Changers

  1. Optimise your website for mobile users – Google will pick this up and rank mobile optimised websites higher on search results. Visit The Digital Garage and Facebook Blueprint for marketing tools to grow your business.
    Sam Christou – Google
  2. Be willing to try new things – It is important to be open to new opportunities, such as using a delivery service or testing hashtags on Instagram. If it fails, you‘ll learn from it, and if you get it right, you‘ll open up a new revenue stream.
    Jared Chapman – Dimmi
  3. Use your suppliers to train your staff – The cost of training your staff can add up considerably. Take advantage of your suppliers who are experts in their field to train your staff. From your wine supplier to your Dimmi Account Manager – this is a free service you should be utilising.
    Matteo Pignatelli – Matteo’s
  4. Send personalised emails to your customers – Instead of sending a generic email to your entire database, segment your customers and send personalised emails with a strong call to action, e.g. birthdays and anniversaries.
    Damian Janeski – MyGuestlist 
  5. Take the time to reach out to journalists – Journalists will simply delete your Press Release unless it’s unique, different and of interest to them. Use a story that is relevant, then take the time to write an email that is personalised, simple and concise.
    John Lethlean – The Australian
  6. Use your Dimmi reviews to establish KPI’s – Improve your Dimmi Score while motivating your staff by establishing KPI’s and an incentive program. When you receive a negative review, always sit on it for 24 hours before you respond.
    Brendan Keyte – Script Bar & Bistro
  7. Update your TripAdvisor listing – Find your restaurant listing on TripAdvisor and click ‘manage your listing’ to ensure your address and contact information is up to date.
    Melissa Laurie – TripAdvisor
  8. Prevent a negative review before it happens – If you find that a customer has had a negative experience, turn it around by resolving the issue before they leave.
    Graham Kinsey – Ten Minutes By Tractor
  9. Take note of who your customers are – To keep your customers coming back, go that extra step by taking note of the little details, from their birthday to their favourite table. You can add these customer notes in your reservation diary.
    Vanessa Crichton – Rockpool Dining Group
  10. Set yourself up right from the start – Know exactly where your money is going, right down to which dishes are costing you the most.
    David Macintosh – Pei Modern Group

How you can take advantage of the mobile evolution

Jason Jurna-Ross (Facebook), Sam Christou (Google), Simon Ross (UberEats)

  • Ensure your website is optimised for mobile users – Of the people that use smartphones – 70% are using them at home so it’s important that they are able to access your website! Google will recognise a mobile optimised website and rank it higher on search results. Mobile use spikes on morning commutes, lunchtime and when you get hom -look to do paid search around those times of day.
  • Who are you targeting? – Make sure you are targeting the correct demographic e.g. people who like a particular cuisine, people in the area of the restaurant. Then go out and engage with them – video works really well.
  • Don’t think about likes and shares – Think about real business results and whether your social media account has had an impact on your business.
  • Mobile payments have become huge in 2017 – the tech industry is looking to replace credit cards with mobile phones and are hoping to gain a lot of data as to how people use their phones from this.
  • “We know where you’re heading, we know your preferences – do you want to order your favourite food on your way home?” – this may be the next big thing, says Simon from UberEats.
  • “Google My Business” – Claim your business to update your opening hours and contact details. This service is free on Google search and you can find out more here.
  • Test and learn all the apps – Start to understand how your customers are engaging with certain products and why they are engaging.
  • Be clear on what your goals are – Do you want more customers or do you want more delivery orders? Once you identify your objectives, you can use the right avenue to accomplish them e.g. buy paid ads, set up an Instagram page.
  • Use geotags in your website – This will ensure that when people are searching for restaurants in your area, that yours show up!
  • Tips and tricks to improve how your restaurant sits on Google
    • It’s not purely based on price
    • Quality score – what you need to focus your time and attention on
    • Having a good mobile optimised site definitely helps
    • The more specific you are, the higher the conversion rate will be. It’s all about talking to the right people

Useful Links:
Google My Business
Digital Garage (online marketing)
Mobile Design Principles

Thanks to Tonic PR for these notes.

Hospo Game Changers 2017


The restaurant industry is unlike any-other. It touches millions of people everyday and is woven deep into the fabric of our society.
We live in a fast-paced world and restaurants need to keep abreast of these changes in order to stay ahead of the game.
We brought together an incredible panel of speakers; each of which have an impact on the Aussie restaurant industry, with the goal of inspiring Aussie restaurant owners to run a better business.

Agenda and speakers

Key take aways from Dimmi’s Hospo Game Changers 2017

1. Why we do what we do…
Ramzey Choker – The Grounds of Alexandria
Be passionate about your business and always be looking to take things to the next level. It’s more than hospitality – it’s got to be about joy, beauty and inspiration.

2. How do I get more restaurant bookings?
Judy McMahon – Catalina & Anna Pavoni – Ormeggio Group
Nurture and utilise your customer database – it’s your most valuable asset. Send targeted, thoughtful emails and get your customers engaged!

3. What do Australia’s biggest food critics look for?
Pat Nourse – Gourmet Traveller, Myffy Rigby – The Good Food Guide & Georgia Booth – Broadsheet
Treat every guest like they’re related to the chef. Get the basics right – great food, great drinks, great service – and deliver it in a fun, unique way. And, if you have an off night, critics will always give you a second chance!

4. How can I manage my online reviews better?
Joanna Kershaw – TripAdvisor, Jared Chapman – Dimmi, Anna Pavoni – Ormeggio Group
Ensure you respond to every single review – the good, the bad and the ugly. Respond to online reviews as if EVERYONE is going to read it!

5. How can I get my restaurant ranked higher in Google search results?
Sam Christou – Google
Ensure your website is optimised for mobile users – Google will pick this up! Also, use geo tags to ensure that when people are searching for restaurants in your area that you show up!

Useful links:
Google My Business
Digital Garage (online marketing)
Mobile Design Principles

6. How can I get my restaurant in the media?
Rebecca Gibbs – PR Specialist, George Redmond – Wassamedia, Georgia Booth – Broadsheet, Nedahl Stelio – Fairfax Media
Be creative and think outside the box. Remember why you started your business and be true to that original idea. Know what you’re good at and play to your strengths.

7. I’m emailing top food publications but they’re still not writing about my restaurant – why?
Myffy Rigby – The Good Food Guide, Pat Nourse – Gourmet Traveller & Georgia Booth – Broadsheet
Make sure the content you’re submitting is relevant to the publication. Personalise the message and make it short and concise. A catchy headline and a few good images will grab their attention 100 time more than a press release!

8. Do I need a PR agency to help market my restaurant?
Myffy Rigby – The Good Food Guide, Jason Juma-Ross, Facebook
Use the social channels to market yourself. Take advantage of social media platforms like Facebook & Instagram to target your customers and create great content. (Hot Tip: make sure your restaurant has good lighting for food gramming).

9. I’m working 12 hour days, my restaurant is busy, but I’m still not making any money – why?
Erez Gordon – Restaurant Consultant, David Wilson – MYOB, Tom Hay – Blue Rock Accounting Group & David Macintosh – Pei Modern Group
Set yourself up right at the start. Sign the right deal –  if the landlord isn’t on your side, it’s going to hamstring your business. Use the technologies available to you to balance your books on a daily/weekly basis to manage spending. Know exactly where your money is going, right down to which dishes are costing you the most!

10. What’s more..
Tom Hay – Blue Rock Accounting Group
Know your three most profitable dishes on the menu and ensure that your team are pushing those whenever they get the chance.

 

Restaurant & Catering Australia proudly supports the hospitality industry.  For more information on Restaurant Industry Priorities please email restncat@restaurantcater.asn.au or call 1300 722 878 today.

ResDiary Plus iPad app

Designed to support the management of your restaurant during service, the ResDiary Plus iPad app syncs directly to your online reservation diary.

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The app features:

  • Team share – Available offline in up to 8 connected iPads
  • App works offline allowing uninterrupted support to your service – simply sync when back online
  • Table management made easy – get all the information you need at a glance
  • Beautifully intuitive with great drag and drop, pinch and zoom functionality specifically designed for iPad use
  • Save time with the simplified reservation process with less clicks to execute functions.
  • Real-time diary access 24/7 – manage your diary at any time
  • Assign different permissions by user for increased control
  • Group access to multiple restaurants
  • Different layout views for different areas in the business
  • Choose to view in standard day mode, or new night mode

Please note: you must have a floor plan set up in your ResDiary to use the app. You can easily set up your floor plan yourself by following the simple instructions here.

Download this free app here or search for ‘ResDiary Plus’ in the App Store.

 

download ipad app

Dimmi announces major integration with Idealpos

Press Release

Dimmi and Idealpos, a leading hospitality point of sale supplier, have announced the launch of a new product enhancement as part of their partnership. This integration allows restaurants be more efficient and deliver seamless service to customers.

The two companies have joined forces to create an innovative tool that allows restaurants to automatically sync their Idealpos platform to their online restaurant diary (Dimmi Pro powered by ResDiary). This has been designed to allow restaurants to effortlessly seat guests and update table status’ throughout the service. You are also able to collect more data about your customers such as their favourite cocktail, while their total itemized bill will be stored in their ResDiary profile.

Restaurants can also take advantage of the integration’s guest recognition benefits, meaning that staff can take note of customer preferences in order to deliver a better dining experience.

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This partnership is a win for both restaurants and customers. Restaurants can utilise the system to operate more efficiently and customers can expect five star service in any establishment from the moment they walk through the door.

“We are always looking for ways to improve processes within the industry and we’re really excited to share this new feature with our restaurant partners. This technology can optimize the entire dining experience, making it flawless from the moment the customer walks through the door to the moment they sign the bill!” said Stevan Premutico, CEO and Founder of Dimmi.

Top 3 benefits of the Dimmi and Idealpos integration:

  1. Smooth Processes: guests with reservations can be seated quickly through ResDiary which will instantly update table status in Idealpos. Walk-in customers can also be quickly accommodated as free tables can be monitored through Idealpos or ResDiary and instantly capitalised on.
  2. Clear Visibility: when a status changes in either Idealpos or ResDiary the changes are reflected in the alternate system. This means staff have their finger on the pulse throughout service. They can know when the mains have been called, when the bill has been presented, when the guest has paid and the table needs to be cleaned.
  3. Customer Profiling: guest information can be automatically saved into the Idealpos database. This allows the venue to monitor information regarding the customer’s dining preferences and spending habits. Idealpos will send transaction details (bills and transaction total) back to ResDiary and this information is stored in the ResDiary customer profile.

“Idealpos is proud and excited to have the Dimmi, ResDiary interface available for restaurants. It means a seamless reservations experience for customers who use both products and I’m sure we will see an improvement in customer service across the board. Restaurants will be able to deliver a smoother, more professional and more attentive service to their diners and that’s a true win-win for everyone,” said Mark Beeley, Managing Director at Idealpos.

We also integrate with the below POS systems:

  • Ordermate
  • Impos
  • Micros
  • Pixle Point
  • Bepos
  • Vectron

Get in touch today to find out more.

CONTACT US

Dimmi Rewards

The Dimmi Rewards program is designed to increase your exposure on Dimmi and bring you more of the right diners, more often.

 

How does Dimmi Rewards work?

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The Rewards Program allows participating restaurants to increase their exposure and drive more bookings through Dimmi. Diners who book and review 5 times through the Dimmi website or mobile app are incentivised to book an exclusive pool of restaurants through receiving a $20 food voucher.

 

Why join Dimmi Rewards?

1. MORE EXPOSURE

Benefit from Rewards Program marketing on our website, across social media and in our weekly newsletter to 500,000+ foodies.

2. MORE BOOKINGS

Increase your exposure on Dimmi and open your restaurant to bookings from over 385,000 Dimmi Rewards members.

3. BETTER DINERS

Rewards diners eat out a lot are are willing to spend more money on a good experience. We exclude diners who book flash specials so you only receive diners who are prepared to spend more money.

 

How much does it cost?

There’s no extra cost to you! We will automatically credit back the $20 in your next billing cycle.

 

Dimmi and American Express announce long-term booking partnership

Press Release

Dimmi, Australia’s leading online restaurant reservations website, has announced an exclusive long term partnership with American Express Australia. In an Australian first, American Express will be fully integrated across the Dimmi booking platform enabling its Card Members to easily identify American Express accepting Dimmi restaurants, and make a reservation.
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CEO & Founder of Dimmi Stevan Premutico says the partnership is a significant win for their partner restaurants.

“American Express customers are some of Australia’s most sought after diners. Their Card Members are invariably the most affluent, premium spending diners that all restaurants should want dining at their business. They are true supporters of the industry and drive significant revenues, particularly through corporate dining.

“This partnership will not only benefit Dimmi restaurants by attracting more American Express Card Members but also benefits customers as it will make finding American Express friendly restaurants a breeze, it’s a symbiotic relationship,” Premutico says.

Sian Chadwick, Vice President Global Merchant Services Marketing, American Express Australia says they look forward to driving growth in the Australian dining industry through digital bookings.

“This partnership is a significant opportunity to provide our Merchants with the digital tools to drive more bookings and promote themselves. And it’s a great customer experience for our Card Members who want convenient booking options combined with earning rewards for dining out and paying with their American Express Card. This really is a win-win situation for both our Card Members and our dining Merchants.

Chadwick added, ‘We have some additional exciting Card Member benefits through our partnership with Dimmi that we will be announcing in the near future too.”

Data from American Express shows their customers are spending more than ever at Australian restaurants with:

  • American Express Card Members spent an average of $410 on all restaurant purchases in the month prior, relative to $272 average restaurant spend reported by Australian Non-Card Members*
  • 12.2% growth in American Express transactions across the fine dining sector**
  • 3.8% increase in total American Express spend in the fine dining sector**

The Dimmi Booking Network continues to expand rapidly and now includes major international and domestic brands such as Qantas, TripAdvisor, Google, Good Food and American Express.

Eliminate no – shows once and for all with Dimmi Payments

It’s here. Dimmi Payments has arrived. In an effort to rid the industry of no-showers forever we have launched a full payments solution that gives you three ways to protect against diners that book a table and don’t show – with no phone call, no pre-warning, nothing.

Read more

SIGN UP FOR PAYMENTS

4 things you should know about no – shows

  1. No-shows are accepted as a part of life, but the problem with the current restaurant industry is that they can cause restaurants to bleed money. The restaurant industry is years behind other sectors such as airlines and hotels, and we have no-choice but to catch-up, quickly, if we want to protect profit margins.
  2. The Australian restaurant industry has a no-show rate of approximately 4%. In an industry already on the knife’s edge (trying to survive on profit margins of 3-5%), restaurateurs need to maximise revenues and protect against no-shows. It’s one of the biggest issues facing the restaurant industry today.
  3. You can do something about no-shows! Dimmi Payments is a product that will help eliminate no-shows by:

    – Allowing you to ask diners to provide credit card details when making a booking as a guarantee. If a diner doesn’t show up, or fails to let you know that they can’t make it within the designated time period before their booking, you have the right to charge a no-show fee.

    – Allowing you to ask diners for a pre-payment or deposit when booking. This will be particularly useful for bigger dining days such as Valentine’s Day, Mother’s Day, Father’s Day etc. Or if you offer set menus.

  4. Dimmi Restaurants that have adopted a guarantees or payment system have seen no-show rates drop from 4% to less than 1%. Here’s how it has helped Anna Pavoni of Ormeggio at the Spit:

    “We are a ‘destination dining’ venue, meaning we depend on bookings almost 100% exclusively – no walk-ins. We plan, prepare, order and staff for these numbers. Being right on the water means we are also incredibly affected by the weather. The major issue of no-shows (or very last minute cancellations) were having a huge adverse affect on our business. They were financially crippling us (imagine ordering the food and staffing the restaurant on weekend penalty rates, and then having up to 50% of your restaurant NOT TURN UP…and this was happening regularly), as well as leading to many disappointed customers who couldn’t book as we were fully booked at the time. Dimmi Payments has completely solved this issue for us. Completely.”

Keen to learn more about how you can eliminate no-shows? Simply email support@dimmi.com.au and one of our team will be happy to have a chat.