Restaurant Researches Diners on Google, Social Media, Before Reservation

Image Credit: digitaltrends.com

Image Credit: digitaltrends.com

Detailed on Grub Street, a maître d’ at NYC restaurant Eleven Madison Park spends his afternoon Googling anyone that will be dining at the restaurant later in the evening. Attempting to glean information off social networks and other public sites, maître d’ Justin Roller searches for clues about special dates like birthdays or anniversaries as well as information about hometowns. For instance, Roller states “If I find out a guest is from Montana, and I know we have a server from there, we’ll put them together.”

Conceptually, the restaurant is attempting to use familiarity to improve on the guest’s experience. Even further, the maître d’ will look for specific interests. For example, if a guest publicly likes jazz music on their Facebook page or Twitter feed, they are paired up with a server that has similar interests and can naturally bring it up in conversation. Beyond personal information, Roller also scans through publicly posted pictures to link a face with a name as well as look for pictures of wine glasses or white coats. Those pictures could indicate that a wine connoisseur or a chef will be dining with the restaurant that evening. Read More