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Operational Best Practice - No More No-Shows

About the course

This learning activity looks at the recent spike of no-shows in pubs, bars and restaurants following reopening on 4th July 2020. Guests that are venturing into pubs and pub restaurants are putting much more planning into their eating and drinking out since lockdown has eased, CGA’s new Consumer Pulse survey shows - but the fresh emphasis on reservations is hitting the sector with a wave of no-shows. This activity looks at reasons as to why guests are not showing up to reservations and provides some useful hints and tips to reduce the occurrences of no-shows.

This activity was created with love in a collaboration between Sixty Eight People, No More No-Shows, Kinship Hospitality and CPL Learning to support operators who may be struggling with no-shows. The course is suitable for all team members, particularly those who are able to implement actions to reduce no-shows.

You'll be able to:

  • Explain what 'No-shows' are; what is driving up the level and why it is an issue
  • Explain the different approaches that can affect the level of no-shows a business might experience
  • Assess the risk and loss in your business and determine the best approach to take to reduce losses
  • Communicate effectively with guests throughout the booking process to reduce and mitigate losses


At the end of the activity there will be a short quiz consisting of 5 questions. The user must answer 80% of these questions correctly to pass