Access Your Guest Data With Guestbook

 

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Access Your Guestbook Profiles

You can easily learn more about your restaurant's guests by selecting the row on the report for the corresponding guest. Use this data to learn more about your guests and their ordering habits, and reach out to them with promos if they have agreed to receive marketing materials from you, for example. 

Once a row or guest is selected, a new page will populate with the guest's information: In the contact information field, you will find the guest's name, an option to review guest notes by selecting add note, view any added Guest Tags, phone number, and email. To get more information on the guest, leverage the selections below:

Guestbook Overview

The Guestbook is your key to understanding the full guest experience. By leveraging powerful guest data, you can drive meaningful change, anticipate guest needs, and boost your revenue.

 

This section gives you the following information

• Last order, Lifetime spend, Average spend, Average tip
• Order channels: Dine-in, Pickup, or Delivery (by percentage).
• Most ordered Items: Top menu items ordered by the guest and how many times. 
• Activity: Displays a list of orders placed with times and dates. Note: Selecting Orders will also display the guest's order history.

 

Below are the two ways to access the Guestbook report in Toast Web.

• Navigate to Reports > Marketing > Guestbook, or
• Navigate to Marketing > Guestbook

 

 

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Guestbook: Booking

In this section, you will be able to see all of your guests' booking information:

• Total bookings
• Cancellations
• No Show
• Upcoming (bookings)
• Booking activity

 

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Guestbook: Feedback 

Get an overview of your guests' feedback submissions:

• Total feedback 
• Average rating 
  • Positive
  • Mixed 
  • Negative
• Feedback Activity 

 

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Guestbook: Loyalty 

View your guests' Toast Loyalty activity:

• Loyalty status
• Loyalty balance 
• Rewards 
• Loyalty activity 
• Activity: Full order history with order date and time, server, order total, and tip

 

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Guestbook: Marketing 

The Guestbook Marketing module provides an overview of guest behavior and activity with your marketing channels. 

• Top channel
• Open rate
• Attributed spend
• Time to purchase
• Subscription status
  • Email and SMS
• Send frequency by channel
  • Email and SMS
• Open rate by channel
  • Email and SMS
• Campaign activity 

 

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Guestbook: Details

In the Guestbook Details module, you can review your guests' information. Select any field to edit:

 

• Name
• Contact information (Phone number and email)
• Tags
• Notes

 

Note: If any of the guest's information is updated or added in the Details module, be sure to Save. 

 

While you can review all guest details in the Guestbook, please note that contact information, such as phone numbers and email addresses, is NOT editable. If you need to update this information, kindly contact customer support for further assistance.

 

 

Guestbook VIP Tag

The Guestbook VIP tag helps staff identify those you’d like to designate as special guests. Note: This feature only works for customers who have Toast Tables. To learn more, please see Get Started With Toast Tables.

 

Follow the steps below to access and enable a guest VIP tag:

1. Log in to Toast Web and navigate to Guests > Guestbook.
2. Select or search for your guest and navigate to Details > Tags. Note: If there is an existing Tag, you can select the VIP designation in the Guest Overview module.
3. Select Save.

 

Here, you can check the VIP tag for the guest's profile.

 

 

 

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Auto Tag Based on Smart Segment

Automatically assign the relevant tag to a customer as soon as they meet the criteria of a smart segment definition.

 

SEGMENT	CODE	NAME OF TAG	DESCRIPTION	VISIBILITY
Lapsed Guest	LAP	Lapsed Guests	Last visit more than [recency] ago	YES
Big Spender	$$$	Big Spender	Spends an average of [spend] or more per visit	YES
Regulars	REG	Regulars	Last visit within [recency] +  visits at least [frequency]	YES
Super Fans	FAN	Super Fans	Last visit within [recency] + visits at least [frequency] +  spends an average of  [spend]or more per visit	YES
New Guests	NEW	New Guests	First visit within [recency]	YES

 

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Guest Segments: Create Custom Manual Tag

You can now create new custom tags directly within the Manual Tags area of the updated Guest Segment settings page. Tags are created at the specific location you selected and are only available there.

 

Follow the steps below to start creating a new custom tag:

1. Navigate to Guest > Guest Segments.
2. Scroll all the way down to Manual Tag, then select + Create new tag for all locations.
   
   
   
   
3. Define the tag using the following unique fields:
   
   • Name: The label that will appear for the tag throughout the system.
   • Icon (Emoji): A visual cue to quickly identify the tag in lists.
   • Short Code: A short internal code for easier reporting or searching.
   • Visibility: Choose On to make the tag immediately usable, or Off to hide it until you are ready.
   • Description: A brief explanation of when to use the tag.
     • Note: To maintain consistency and prevent confusion, the system will not allow you to save a new tag if the Icon, Name, and Code fields are identical to an existing tag.
       
       
       
       
4. After saving, your custom tag is immediately active! You can start using it right away by assigning it to a guest profile on the profile Details page. It will also be listed in the Guestbook filters, making it simple to sort and find guests.
   
    

 

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Guest Segments: Predetermined Filters

When using the Guest Report, you will see several pre-determined filters at the top. These filters are called Guest Segments.  Each section allows different information to be provided by the user. By using Guest Segments, customers can identify their guests by their spending and order habits to personalize offers, promotions, and campaigns.

 

Scroll through each different section below to learn more about these pre-determined filters.

 

• Custom Segment
  • You can filter guest information based on various criteria that you set.
  • The More Filters feature allows guest information to be filtered by specific criteria set by the user.  Users can control any specific information they'd like to view.
  • Each criterion then offers further filters:
    • Last order date:
      • More than 7 days ago
      • More than 30 days
      • Less than 7 days ago
      • Less than 30 days ago
      • Specify a period
    • Number of Orders:
      • Specify a minimum and maximum number of orders.
    • Average spend per check
      • Specify the average spending amount range per check.
    • Average tip per check
      • Specify the average tip amount range per check
    • Order Source
      • Has ordered in-store
      • Has ordered via Toast Online Ordering
      • Has ordered via Toast Branded Online Ordering
      • Has ordered via Toast Local (web)
      • Has ordered via Toast Local (app)
      • Has ordered via Toast Mobile Order & Pay®  
      • Has ordered via Toast Self-Ordering Kiosk
      • Has ordered via phone
      • Has ordered via invoice
    • Order Behavior:
      • Includes
      • Excludes
        • Both choices will prompt users to choose the specific dining option: dine-in, takeout, or delivery
    • Loyalty Status
      • Loyalty member
      • Not a loyalty member
    • Guest Tags
      • VIP
        
        
      

 

• Big Spenders
  • This filter allows users to quickly filter guest information by searching for guests who have an average check amount over a certain amount
  • Displays a list of guests with a check average over $30.
    
    
  
  
  
• Lapsed Guests
  • This filter shows users' guest information for guests whose last order date exceeds a certain amount of time.
  • Displays a list of guests who haven’t ordered in a while (within 30 days).
    
    
  
  
  
• Regulars
  • This filter helps users find guests who have a certain number of orders at the location.
  • This filter will automatically prompt users to search for guests who have MORE THAN a certain number of orders.
  • Displays a list of guests with five or more visits (within 30 days).
    
    
  

 

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Organize Guestbook

• Search Bar (located in the top-right corner of the page)
  • Search for guests by entering their phone number or email address.
    • Partial matches are acceptable, but MUST START with the text entered to find a match
      • Example: If the customer's name is JANE DOE, someone would need to type J-A-N; they could not start the search with D-O-E.
  • Phone numbers can be entered without spaces or dashes
• Users can edit the number of search results per page.
  • To edit, select the drop-down arrow next to Results per page, which can be found at the bottom left of the page. They can select 25, 50, or 100 records per page.
• Download List
  • Users can download the current view of the report in Excel format.
  • Users are given 72 hours to access the download link before it expires.
    • Note: For customers with more than 250,000 guests across locations, export is limited to the past six months of data.
• Sort report list: To sort the columns in the list, select the five Columns icon. Then, select the up/down arrows next to the sections below to adjust their order.
  • Last order: Date of last order and dining option of the order for takeout, delivery, or dine-in
  • Number of orders: Displays the total number of orders the guest has, and the types of orders the customer has had for takeout, delivery, and dine-in.
  • Avg spend: Displays the average check amount ($) the guest has paid
    • Calculated by the total check volume on orders attached to the email/phone number and divided by the number of orders.
  • Avg Tip: Displays the average tip ($) the guest has contributed

 

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Create Email Marketing Custom Lists With Guestbook

 If your restaurant uses Email Marketing, you can now have guest information pushed from the Guestbook into Email Marketing so you can easily email guests to whom you are permitted to send marketing materials with targeted promotions. 

1. To do so, create a custom segment using the steps outlined above and select Email these guests. You may want to send a targeted message to your top guests with a special offer or guests who have only ordered delivery to encourage them to order takeout. 
2. Name your new custom list, select Create a list and continue. 
   
   
   
   
3. Select I'll design it later or Start email design. If you want to design it later, you can find your custom list under your audiences tab when creating an email campaign. 
   
   
4. When Start email design is selected, you will be taken to the Email Marketing page, where you can select from a One-time campaign template. 
   
   
   
   
5. Customize your email and make sure to select the list you just created from the Sending to drop-down.
   
   

 

When you're ready, email your guests!

 

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Frequently Asked Questions for Guestbook

Does a user need to have specific permissions to access the Guestbook? Why do I see "Someone Needs to Unlock This For You" when I select Guests in the left menu of Toast Web?

The guestbook reporting can only be accessed via Toast Web. However, if you need to look up your guests’ rewards accounts on your POS, you can do so by enabling the Loyalty Account Lookup feature in Toast Web. Learn more here: Loyalty Lookup and Redemption Workflows.

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