Why missed calls are a real KPI
The phone can ring three times in the first 30 minutes of dinner service. Unanswered calls usually mean a booking for your competitor. Many operators track missed-call rate daily. See our help center for step-by-step guides.
Phone-only does not scale; online booking collects demand 24/7. Both channels must share one inventory.
Phone system building blocks
Professional IVR after hours can route to hours and your online booking link. Multi-site brands need correct branch routing. Sign up to try OpenRez free.
Caller ID matched to CRM enables name recognition for repeat guests. Short hold times and estimated wait protect satisfaction.
Host scripts and training
Standard greetings and party-size questions collect consistent data. Closing a booking should trigger confirmation SMS or email.
Phone reservations must enter the system immediately. “I’ll log it later” causes overbooking and lost notes.
Backing up phone with online
Booking links should be visible on website, Google Business, and social bios. Busy signals or voicemail can point online.
The OpenRez widget offers a branded form, guests book in 60 seconds instead of holding.