What is Toast's Guestbook, and why isn't it set up on your account? Every Toast restaurant has a guest profile for every diner, whether they know it or not, and most operators have never opened it.

In this episode, Pam breaks down Toast's Guestbook: the guest profile that gets created automatically the moment anyone orders or dines in, loyalty member or not. She covers what's actually inside it, why it's different from your loyalty program, and why 86% of email-driven orders and 83% of SMS-driven orders come from guests who've already dined with you before.

In this episode:

• What's actually inside a Toast Guestbook profile
• The 48% stat that explains why being "remembered" matters most to guests
• How Guestbook is different from your loyalty program
• Why this is a retention tool, not an acquisition tool
• What to check in your own account this week

One practical idea per episode. No fluff.

🔗 Free 30-minute Toast Marketing Audit: tidycal.com/pam-pormentilla-monteith/restaurant-growth-session
🔗 Free Toast Marketing Activation Checklist: greatworkonline.com/toast-activation-checklist
🔗 Blog: greatworkonline.com/blog

Apple Podcasts: podcasts.apple.com/ph/podcast/great-work-for-restaurants/id1468034522
Spotify: open.spotify.com/show/60dgL5Kt6vyzYy0NffWcf8

If you're on Toast POS, the best email marketing tool for your restaurant is probably one you already have. Toast's own data shows one email campaign brings in an average of $2,800 in revenue within 14 days, yet most accounts have never sent a single one.

In this episode, Pam Monteith walks through what's already built into your Toast account (your guest list, your segments, your templates), the one real gap standing in the way, and which guest segment to email first.

Free 30-minute Toast Marketing Audit: tidycal.com/pam-pormentilla-monteith/restaurant-growth-session
Free Toast Marketing Activation Checklist: greatworkonline.com/toast-activation-checklist
Great Work Online: greatworkonline.com
In partnership with Accountific: accountific.co

What does the guest experience actually look like inside a Toast loyalty program?

Most restaurant owners set it up once and never see it from the guest's side again. This week, Pam walks through exactly what your guests experience, from sign-up to redemption, and the one five-minute exercise every operator should try before their next campaign.

Topics Covered

• Why even marketing professionals struggle to find clear answers about the guest-side loyalty experience

• The gap between setting up a loyalty program and actually experiencing it as a guest

• The different ways guests can enroll: checkout, kiosk, online ordering, guest-facing display, digital receipt

• How point earning and full-reward redemption actually work for the guest

• Why enrollment numbers alone don't tell you whether a loyalty program is working

• The five-minute exercise: signing up for your own program as a guest

Links Mentioned

• Free 30-Minute Toast Marketing Audit: tidycal.com/pam-pormentilla-monteith/restaurant-growth-session

• Free Toast Marketing Activation Checklist: greatworkonline.com/toast-activation-checklist

Hire a marketing manager, hire an agency, or DIY it yourself?

Most independent restaurant owners on Toast POS never ask the fourth option: what's already switched on (or sitting dormant) in the account they're already paying for. This episode breaks down the real cost of each path and where an honest audit fits before you spend a dollar or an hour on any of them.

Grab your Free Toast Marketing Activation Checklist: greatworkonline.com/toast-activation-checklist

Book a free Toast Marketing Audit: tidycal.com/pam-pormentilla-monteith/restaurant-growth-session

How do I win back lapsed guests using Toast POS?

In one real Toast account, new guests, returning guests, and total guests all fell 15 percent in the same 30 days.

Lapsed guests rose 30 percent. Pam breaks down why that divergence, and not the overall dip, is the real story, plus the win-back sequence to run inside Toast this week.

Free Toast Marketing Audit: tidycal.com/pam-pormentilla-monteith/restaurant-growth-session

Free Toast Marketing Activation Checklist: greatworkonline.com/toast-activation-checklist

TOPICS COVERED:

1. What "lapsed" means inside Toast Guest Insights, and how it differs from a normal slow month.
2. Why a 15% overall dip and a 30% lapse spike are different stories.
3. Segmenting win-back messages by lapse window: 30-60 days, 60-90 days, 90+ days.

New episodes every Tuesday. Subscribe: youtube.com/@greatworkonline

There is a report inside your Toast account that almost nobody looks at. It shows you two numbers: active gift cards and inactive gift cards. For one real restaurant account reviewed in June 2026, those numbers were 89 active and 912 inactive. A 10-to-1 dormancy ratio.

In this episode, Pam Monteith breaks down why inactive gift cards are a marketing list in disguise, why operators consistently miss them, and the exact campaign to recover those visits inside Toast Email Marketing with zero ad spend and zero discounting.

RESOURCES MENTIONED:

• Free 30-minute Toast Marketing Audit: tidycal.com/pam-pormentilla-monteith/restaurant-growth-session

• Free Toast Marketing Activation Checklist: greatworkonline.com/toast-activation-checklist

• Great Work Online: greatworkonline.com

TOPICS COVERED:

• What "inactive" gift cards mean inside Toast POS

• Why gift cards are a marketing asset, not just a finance line item

• How to find the Gift Cards and Loyalty Summary report in Toast

• The guest segmentation strategy to build inside Toast Guestbook

• How to build the reactivation email in Toast Email Marketing

• Zero acquisition cost, recovered revenue: the margin case for this campaign

If you just opened your restaurant, or you are a few months in, this episode is for you.

Most new restaurant owners believe that being open and posting on social media is enough marketing. And in the first few weeks, it can feel that way. The novelty does some of the work.

But novelty fades. And the guests who walked in during that window, if your Toast marketing suite was off, are gone. No email address on file. No loyalty enrollment. No way to bring them back intentionally.

In this episode, Pam walks through:

- Why month one is the most valuable marketing window a restaurant owner will ever have

- What the 50/7 Rule means for new operators (Toast/Resy Regulars Report 2026: 50% of order volume comes from 7% of guests, and those regulars are built in the first 90 days)

- The three things to turn on inside Toast before your first busy weekend: Email Marketing, Loyalty, and Guestbook segmentation

Resources mentioned:

Free 30-minute Toast Marketing Audit (no pitch, just a gap analysis): tidycal.com/pam-pormentilla-monteith/restaurant-growth-session

Free Toast Marketing Activation Checklist: greatworkonline.com/toast-activation-checklist

Great Work Online: greatworkonline.com

Half of a restaurant's revenue comes from just 7% of its guests, according to new research from Toast and Resy.

In this episode, Pam Monteith breaks down what the Regulars Report means for independent restaurants heading into Father's Day weekend, including why loyalty programs roughly quadruple return rates, why regulars book ahead, and the recognition gap that's costing restaurants repeat business.

Pam shares one specific action restaurant owners can take this week, using Toast's Guestbook, to reach their top regulars before Father's Day arrives.

Resources mentioned:

• Toast Tables setup guide: greatworkonline.com/blog

• Free Toast Marketing Activation Checklist: greatworkonline.com/toast-activation-checklist

• Book a free 30-minute Toast Marketing Audit: tidycal.com/pam-pormentilla-monteith/restaurant-growth-session