During service, things are constantly changing at the host stand — things that have a big impact on your flow and operations. Maybe a large party books last minute, or another party cancels. Noticing and adapting on the fly is critical to running smoothly.
This week we launched updates to our Guest Center app that make it easy to see what changes are happening within a given shift, day, or timeframe. That means more accurate wait quote times for your guests and ensuring service stays on track.
“We look at the feedback we gather directly in-product from our customers — it paints a clear picture of what they need most from our products,” says Product Manager Jon Morin. “In this case they helped us understand how we needed to do more to help alert them to the changes in their reservation books and to help them operate better in service. By improving our channels for direct feedback, we can build better products in partnership with our restaurants.”
Alerts & Notifications
Most likely, you’ve been there: you’re in the middle of service and in walks a party of six. You weren’t expecting them and don’t have a table ready — not because you didn’t prepare for service, but because they just booked 15 minutes ago and you’ve been running around the floor nonstop. You need to see exactly what’s changing, exactly as it’s changing.
The new Guest Center experience includes a consolidated notifications screen and notification pop-ups within the reservation list, helping you discover and react to your ever-dynamic books. Here are the alerts and notifications you’ll see at a glance:
New reservations. Newly added reservations will be identified by a blue dot on the reservation list, showing reservations that come in during the current shift. Once you tap in and take look at the reservation, the blue dot will disappear.
Reservation changes. Each change — reservation time, cancelations, additions, etc. — is identified by a different color, so they’re easy to recognize. Tap into the reservation card and see immediately where the change occurred.
What you’ve missed. If a host walks away from the host stand for a while, a notifications icon will show a badge with the number of notifications that came up in their absence. Once you tap into the icon you’ll see a log of everything that happened, with the most recent events at the top.
You control the settings, so you can configure Guest Center to customize the types of notifications you get. You can choose the time periods you want notifications for; how far out you want to receive them; and whether you want a pop-up banner to appear or a sound to play.
It’s Friday, and you’ve got a two-top that sat down at 6:45. Easy enough to plan for standard turn times, right? Not if their dinner companion is running 20 minutes late.
That’s why with this update, we’ve also added more statuses for reservation and waitlist parties to streamline books. For reservations, you can now mark and see parties that have partially arrived, so you’ll know if a guest is waiting for a friend in the bar and have a better sense of what turn times to expect.
And since you need just as much detail for guests on the waitlist as you do for reservations, we’ve added statuses for waitlist parties, too. You can see when guests are partially arrived, no-shows, or when they’ve canceled.