Dorsia Stakeholders in Sync

Why Dorsia should care

Rebooking is the measure of success: the same executive books the same venue again, and the same account books again on Dorsia.

The idea

Use the channel each person already has, and make every handoff one tap.

• The brief goes to the venue as reservation notes on every booking, so it survives a change of manager.
• The venue replies by text, as it already does. The assistant adds the text to the booking in one tap. Dorsia turns it into an update, drafts her reply, and tells the executive.
• The executive never fills in a form: confirm, an arrival time if running late, one question when the check closes.

Supporting metrics

• Feedback response rate. The share of dinners where the executive answers the question.
• Share of "Excellent". Read together with the response rate.
• Early signal. How quickly a venue's reply reaches the assistant and the executive.

Guardrail

Executive load. One question per dinner, never more.

Where it breaks

Running a venue, I saw it fail in three places.

• Turnover. A new manager does not inherit what the last one knew about a guest.
• The floor. Guest relations gets the request. The floor does not.
• After the night. Feedback comes back only through personal rapport. Usually it does not come back, and the client simply does not return.

The constraint

Reservation systems such as OpenTable and SevenRooms hold notes on a booking and let the venue message the guest, in the platform and by text. They do not send updates back to the app that made the booking.

A fix that asks the venue to work in a new tool will be ignored on a busy night. So this one asks the venue to change nothing.

Principles

1. Nothing new for the venue.
2. The brief belongs to the account, not to whoever is on shift.
3. Every handoff is one tap.
4. Ask the executive once.
5. Show only what someone actually said. "Floor briefed" appears when the venue says so.

From dorsia.com/exec: booking links, one-tap confirmation, Custom Requests, no bill at the table. From my experience as an operator: how venues message guests. Invented: the screens, the people, Dorsia reading a forwarded text, and Carbone's staff and tools. The venue screen is a generic illustration, not OpenTable or SevenRooms.