First published: 02/12/2022
No less than seventy percent of the interviewed catering establishments in Belgium and the Netherlands have to deal with no-shows several times a month. No-shows can be avoided. It is a matter of drawing up a sound reservation procedure. And the sales conditions are the basis for this.
Table of contents
No shows
The phenomenon of no-shows is not new. The topic also deserves a lot of attention on social media. They are cursed like the plague by catering establishments.
No-shows can be avoided. It is a matter of drawing up a sound reservation procedure. And dealing with it consistently. And this by everyone who is authorized to record the reservations. A guest who means well with a restaurant will do something to go through the reservation procedure!
Belgoo Beer 
Madagascar Vanille
NOOR & NOOR
Jeanne Gennar, Coffee with a Soul
Chef & Knife
Kyzoe Hosting & Design
Belgian Master Butchers
Reservation procedure
A reservation is legally an order. This can be waived. But this must be done according to the rules that you have set in your sales conditions.
If the guest does not comply with the terms of sale, you can send him an invoice in accordance with the terms. You can therefore also process the loss suffered due to the no-show in the accounts.
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Online
Therefore, try to organize the reservation online as much as possible. If you do not have an online reservation form yet, and it is done by telephone, always ask the person who makes the reservation for an e-mail address. This way you can confirm the order in writing with the link to the sales conditions on your website in attachment.
To avoid no-shows, it is up to you to formalise the reservation procedure (even more) and make the person making the reservation responsible through your sales conditions.
Sales conditions
The sales conditions are the basis of the reservation procedure. It is of the utmost importance that the visitors of your catering business are aware of what they can expect from you. And what you expect from them! Your website is an excellent vehicle for conveying this information.
Hotel-Restaurant De Kommel
Weilandshof
The Mastercooks of Belgium
Bulls of the Princess
Drawing up the terms and conditions of sale
Create the terms of sale based on the information you want your customers to know before they visit your business. Legally, your company name, address, VAT number and establishment number(s) must be included in the first paragraph.
Know that the more information you give away, the more transparent you appear. But you can also be punished for not adhering to it. After all, it is on your website.
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Points to include without obligation
The following points can be included in the sales conditions without obligation. This list is not exhaustive. A number of points may not apply to you. Every catering establishment has one or more characteristic features, some more important than others.
- the opening hours
- Until when can orders be placed?
- Are there any exceptions possible?
- ...
- closing days
- What if your closing day is a public holiday?
- Are there any exceptions possible?
- ...
- pricing policy of the menus and price cards
- are there reductions for groups, menus, ...
- are there children's menus, reductions for children
- Is there a surcharge for special requests?
- ...
- the reservation procedure
- How and through which channels can the customer make a reservation?
- What information do you expect from the customer?
- ...
- the cooling-off period and withdrawal period
- Until when can guests cancel their reservation?
- what is the cancellation fee?
- ...
- the no-show fee
- How do you calculate the no-show fee?
- What do you accept as force majeure?
- ...
- terrace
- What and when is served on the terrace?
- ...
- terms of payment
- what are the payment methods?
- Which credit cards do you accept, and under what conditions?
- do you give discounts?
- ...
- applicable law and liability
- insurance
- ...
- the terms of delivery, if also catering service
- under what conditions do you deliver?
- ...
Publish the terms and conditions of sale
This page on your website is an official page. Make that page easy to read with short sentences and lists. Place a button with the link to the sales conditions in a clear place on your website: the front page.
It is also in your interest to be transparent with the terms and conditions of sale. Do not use them as the 'small print' with which you can screw the guest! In this way, the terms and conditions of sale play an important role in avoiding no-shows. Know that the terms and conditions of sale are part of the general terms and conditions, which also include the GDPR.
NOOR & NOOR has decades of experience in setting up and running catering businesses, specialty stores and providing various services, both B2B and B2C.
To carry out its activities, NOOR & NOOR relies on innovative insights and ideas from young marketers and micro-influencers for the management of your social media.
NOOR & NOOR works closely with specialized partners for the technical aspects of the assignments, but also with you for accurate and recent content.
The main activities of NOOR & NOOR are Social Media Management. Then building and managing websites and web shops, SEO Content Writing or writing search engine related articles, Virtual Assistance en Link Building via this website.
Help
Are you having trouble editing your terms and conditions of sale? Ask Horeca Webzine for help.
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