Crafting the Customer Experience with Guest Manager One of NYC’s most popular restaurants saw better online reviews after implementing CAKE Guest Manager.The Challenge • Received an average of 20 guest complaints each week regarding wait experience. • Spent an average of 4 hours per week responding to customer comments, including customers who vented publicly on Yelp and other social sites. • Host sta... was often overwhelmed by juggling tasks including; addressing guests’ questions on wait progress, keeping track of a large wait list, and locating guests when tables became available. • Over 12% of guests that were added to the wait list ended up “walking away.” • Due to large customer base, restaurant had trouble identifying and storing data on repeat and

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