How Fourvenues transformed Riviera Dining Group' booking system

Riviera Dining Group operates some of Miami's most sought-after venues: Casa Neos, MILA, Claudie, and Ava. For a hospitality group at that level, their reservation process was a liability: seven to eight back-and-forth steps between the office and the guest, with no guarantee the booking would even close. With Fourvenues, they compressed that entire process into a single link. This is how they did it, and what it means for any high-volume venue still running reservations the old way.

Seven steps to close a table. Sometimes more

At Riviera Dining Group, booking a table at Casa Neos or MILA used to look something like this: a guest reaches out by phone or email, the reservations team checks availability, sends a floor plan as an attachment, waits for the guest to pick a table, follows up on payment, sends a separate document to collect signatures, and then manually confirms everything back. Seven to eight touchpoints. Sometimes spread across days. Sometimes weeks.

And at the end of all that, the deal still wasn't always closed.

"Past Fourvenues, it was about seven to eight steps between the offices and the guest, without sometimes being successful on closing the deal"

Michael Ridard

Partner and Chief Sales Officer at Riviera Dining Group

For a group operating multiple premium venues in Miami's competitive hospitality market, that process wasn't just inefficient. It was a genuine risk to revenue. Every extra step is a drop-off point. Every delay is a window for the guest to book somewhere else or simply lose interest.

The operational cost nobody was measuring

The friction wasn't only on the guest side. Inside the team, the manual reservation process created its own set of problems.

Booking agents spent the majority of their time coordinating logistics rather than focusing on the guest experience. Communication between the reservations office, the on-site VIP team, and the front-of-house staff ran through separate channels, which meant information got lost or misaligned. Tables got double-booked. Guests showed up with expectations that didn't match what was on record.

And then there were chargebacks. In Miami's nightlife and hospitality industry, are a constant operational reality. Without a secure, documented payment process built into the booking flow, disputes were frequent, time-consuming, and costly to resolve.

"The communication wasn't as fluent as the team wanted. It could take a long time to close reservations accurately and specifically to the needs of the guest."

Heidi

Reservations Manager at RDG

One link. One process. Booking done

With Fourvenues, Riviera Dining Group reduced the entire reservation journey to a single step. The team sends one link. The guest opens a fully branded experience, sees a real-time 3D map of the venue, selects their table, reviews policies and minimums, and completes payment, all without a single back-and-forth.

The 3D map as a sales tool

One of the biggest shifts in the guest experience came from the interactive 3D floor plan built into the booking flow. Before, guests had to receive a static floor plan attachment, interpret it, and communicate back their preference. Now they navigate the actual layout of the venue, see exactly where each table sits relative to the DJ booth, the bar, and the dance floor, and make their selection with full context.

"With the 3D map, guests know exactly what they're booking. They choose their table, they see the space, and when they arrive on-site there are no surprises. The result is fewer complaints, higher satisfaction, and guests who feel confident in their decision before they ever walk through the door."

Bea Fusco

VIP Director at RDG

The map isn't just an aesthetic upgrade. It's a conversion tool. Guests who can visualize the space book faster and with more confidence.

Chargeback protection built into checkout

The payment flow inside Fourvenues includes 3DS authentication, which processes every transaction with an additional layer of verification. For a hospitality group operating at RDG's volume that protection has a measurable impact on the bottom line.

"They live in an industry where chargebacks are very common, and the platform helped them gain full control over deposits and revenue streams in the safest possible way for both guests and the business."

Michael Ridard

Partner and Chief Sales Officer at Riviera Dining Group

Fourvenues handles the dispute process directly when a is raised. The reservations team no longer needs to manage those cases manually, a significant time saving when incidents were previously a regular occurrence.

A team focused on guests, not coordination

For the people running reservations day to day, the change went beyond just a faster process. It restructured what their jobs actually look like.

"Fourvenues created a seamless booking process that simply didn't exist before. Everything is now connected through one system."

Lex

Liaison and Booking Analyst at RDG

What this means for any venue still running the old way

Riviera Dining Group operates across five venues in Miami. The ability to run a consistent, scalable booking process across all of them is part of what makes Fourvenues work at the group level.

As Michael Ridard frames it: having a platform that adapts to multiple venues, multiple requests, and constantly evolving needs is key to their business. And having a partner that's available to respond and adapt quickly is what makes the relationship function at that pace.

The old way of managing reservations wasn't just slow. It was a ceiling on how much the business could grow. Every new venue, every new event, every new VIP relationship added more manual work to a process that was already at capacity.

One link. Full visibility. No back-and-forth. That's the standard Riviera Dining Group set and it's available to any venue ready to operate at that level.