Episode Summary

Episode 1: Reservations — The Front Door to Your Business

In this debut episode of The PAX Hospitality Podcast, our host Leon Kennedy sits down with our sales and marketing expert Loren Daniels to unpack a deceptively powerful topic: reservations.

What starts as a casual debrief from a radio interview quickly turns into a deep dive into why your reservation system might be one of the most overlooked levers in your business. Leon and Loren explore real-world examples of both terrible and seamless booking experiences, and explain how something as simple as “making a booking easy” can unlock revenue overnight.

From Google Reserve hacks to user-testing with your mum, the pair walk through practical, low-cost strategies for optimising the guest journey before they ever walk through your doors.

Topics Covered:

  • What “reservation strategy” really means — and why it matters

  • The hidden friction points that make diners give up

  • How to match your availability to your actual capacity

  • Why your website, Google listing, and social media need to say the same thing

  • How small tweaks can compound into huge results

And the 5 key takeaways?

1. Reduce Friction in Booking Processes

Many restaurants lose customers due to overly complex or outdated booking systems (e.g. multi-page forms, lack of Google Reserve integration). Making it fast and easy to book is critical. Even small improvements here can lead to immediate results

2. Match Availability to Actual Capacity

Set up your reservation system to reflect real-time availability — especially for different party sizes and nights of the week. Many venues set strict rules (like set menus for large groups) that don’t flex depending on day or demand.

3. Conduct User Testing Like a Customer

Loren advises testing the booking flow yourself — or better yet, asking someone unfamiliar with your venue (like your mum or a friend) to go through it. Watch for confusion, errors, or drop-off points. Use this feedback to optimise.

4. Optimise Digital Touchpoints

Your Google listing, website, and social media must all clearly convey your offer, availability, and contact details. If these aren’t in sync or up to date, you risk losing potential diners before they even try to book.

5. Consider the Full Pre-Dining Experience

Reservations aren’t just about booking — they’re about confidence and access. For example, vegan or dietary menus available upfront, clear pricing, and friendly communication all help convert intent into a booking.

Bonus Notes

  • Google Reserve should be flagged as crucial — venues not integrated with it are likely losing out.

  • Consistency across platforms (menu info, contact methods, operating hours) builds trust.

  • Response to reviews, especially negative ones, is highlighted as part of the broader reservation strategy.