Not all guests are the same, and your staff often knows this instinctively. Some visit frequently and spend generously, while others book once and never return. Some clients are loyal, polite, and easy to serve, while others may frequently cancel or disrupt service. Having a structured way to capture these impressions helps your team make better decisions and provide more consistent service. That is exactly what the Customer Rating feature in Reservation.Tools delivers.

A Simple Five-Star System

The customer rating option allows you to evaluate guests using a simple five-star rating system. Each rating is stored within the CRM database, alongside key details such as:
 

• Reservation history (dates, group size, frequency).
• Spending habits.
• Preferences and special requests.
   

The rating is visible in two key places:
 

1. Clients section (Administration module): Staff can review ratings, history, and preferences at a glance.
    
2. Reservation form: The rating appears automatically next to the client’s name, making it easy to reference when creating or editing a booking.
    

This gives your team instant insight into the type of guest they’re serving.
 

Why Ratings Matter

• Identify reliable customers
  Reward loyal guests with priority seating or special promotions.
   
• Spot high-risk behavior
  Frequent no-shows or late cancellations can be flagged for deposits or stricter policies.
   
• Support staff awareness
  New team members can learn from past experiences logged in the system instead of relying solely on word-of-mouth.
  
   

Better Service Through Context
 

Ratings are not about labeling guests, but about giving staff the context they need to serve better. A five-star guest with dietary preferences might deserve extra attention, while a lower-rated guest may require a firmer cancellation policy. Either way, decisions are made with confidence and consistency.
 

Real-World Examples

• Five-star guest
  A loyal diner who visits twice a month, always orders premium wine, and tips generously. Staff can prepare a personalized greeting and prioritize them for peak-time bookings.
   
• Three-star guest
  Occasional visitor with average spend. They might receive mid-level promotions to encourage repeat visits.
   
• One-star guest
  A diner with multiple no-shows or poor behavior. Staff may require a deposit before confirming new reservations.
   

By categorizing customers this way, you create a balanced strategy rewarding loyalty while minimizing risk.
 

How to Rate Customers Fairly
 

Consistency is key when assigning ratings. Suggested criteria include:
 

• Visit frequency → How often do they return?
   
• Spending level → Do they order premium items or stick to basics?
   
• Reliability → Do they arrive on time and honor bookings?
   
• Engagement → Do they respond positively to staff and promotions?
   

Establishing these guidelines ensures fairness and helps staff align on what qualifies as a five-star vs. a one-star guest.

Using Ratings for Proactive Service

Ratings aren’t just for record-keeping; they’re a tool to improve future interactions. For example:

• Flagging VIPs so staff can prepare their favorite table or dish.
   
• Identifying at-risk regulars whose rating has dropped, prompting a personalized follow-up.
   
• Automatically segmenting customers into marketing lists based on rating.
   

This transforms customer ratings into a proactive service and retention strategy, not just an internal note.
 

Final Thoughts

The Customer Rating feature empowers your team to move beyond one-size-fits-all service. By combining objective booking data with subjective staff experience, your venue gains a clearer picture of every guest. The result: better service for your best clients, reduced risks from problematic behavior, and a smoother workflow for your team. 
 

With Reservation.Tools, customer ratings, guest history, and preferences come together in one powerful system. Stop guessing, start knowing, and give every guest the service they deserve.