Getting Started on Reservation Management

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employee
reservations

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As an employee, you may be in charge of guest bookings. The Dashboard will be your best friend, handling the entire lifecycle of a booking, from sale to service report. You don’t have access to the Control Panel, but you will have access to the sections listed below:

  • Calendar: This is where you will spend most of your time. This is where you can reschedule, transfer, add notes or take any other action related to a specific booking.

  • Service: This is used by hosts to manage guests as they arrive at the business and progress through their experience. Information is updated in real-time so multiple devices can be set up throughout the business to keep everyone informed of what’s happening during service. If you are using the Service feature, exploring our Getting Started for Service article will be invaluable.

  • Operations: This is where you can run reports for pre-service (guest list, cover count, dietary restrictions, etc.), analyze service afterward (turn times, who sat where, and no-show count) or manage your waitlist.

  • Guests: This is where you can find information about a particular guest and any of their past, current or future bookings. We’ve made this as easy as finding a friend on Facebook.

Bookings Calendar Overview

This is where you’ll manage – you guessed it – bookings. There are lots of actions you can take here, but don’t be overwhelmed. With a little bit of practice, you’ll know these features like the back of your hand.

The sections listed below describe the various parts that makeup Tock’s bookings management calendar. At the bottom of the page is a video that shows how all these pieces fit together.

Calendar

The calendar (organized both by month and by day) is the visual framework through which all bookings are organized. This is where you will manage all the bookings for sale on the public business page.


When you’re looking at the bookings calendar for a particular day, the panel on the left will display information that is relevant to the booking you’ve selected.

Reservations

Tables are where your guests sit when they dine at your restaurant. Reservations are what they acquire to secure seats at those tables. Reservations fall under three categories – standard reservations, deposit reservations, or pre-paid reservations. On the calendar, any of these reservations can appear as either sold, held or unsold.

* For a more nuanced understanding of Tock’s various booking types, click here.

When you select a booking of any type, two options appear – View and Modify.

View

Clicking view is like putting on a pair of X-ray glasses – you can see everything.

  • Details - View, add or edit notes and tags associated with a booking. Guest Notes are attached to the guest, whereas Booking Notes are attached to their booking. Read more about both of them here.

  • Guest - View of the guest’s profile. All information displayed in Guest search is also displayed and can be modified here.

  • Receipt - An itemized list the guest’s total purchase. Name, contact information, and confirmation number are also present. You can resend an email with your guest’s receipt from here.

  • Timeline - Historical information about bookings is helpful to understand the history of a booking and provide great service to your guests.

  • Check- We are currently integrated with Breadcrumb. Matched check details will pull under the Check tab. Reach out to hospitality@tockhq.com to inquire about other integrations.

Modify

If the booking is unsold, you can perform the following actions.

  • Book - Most of your bookings will be made online at the restaurant’s guest booking site; however if you want to hand-sell one, this is the place to do it.

  • Book by email - Send an email invitation for a guest to book a reservation themelves.

  • Edit - Change the party size, price, or experience of a booking.

  • Hold - This will prevent a booking from being visible on your guest booking site, either as a “general hold” or for a specific guest.

  • Delete - If you need to remove a stray booking, delete it. If you’re doing this frequently, you might want to rethink your blueprint.

If the booking is sold you’ll see a different set of options:

  • Edit - You can still change the party size or add a add-on, but be aware that now it will cost the booking owner money.

  • Comp - Feeling generous? Give them a discount by comping all or part of their booking.

  • Reschedule - Bookings can be rescheduled for a different date or time.

  • Transfer - Guests can initiate transfers themselves from their profile, but you can initiate transfers from the dashboard, too.

  • Cancel Booking - Tock’s Terms of Service state that tickets are non-refundable and fully transferrable, but you may want to make exceptions.

Guest Search

If you get a call from a guest or need to quickly look-up details for a regular who strolled in off the street, you can use the search function. You can access notes, stats, or past bookings by searching for their name, email address, or confirmation number. Additionally, you can merge non-verified profiles from the Guests tab.

Operations Reports

Great restaurants thrive on information. Tock’s operations reports are designed to prep your staff before service and provide backward-looking data to help you make improvements over time. All reports can be downloaded and edited or printed as a PDF or .CSV file.

  • Bookings - Every booking (sold, unsold, and held) for the selected time period will display in a scrollable table. Summary statistics will display along the top. Many restaurants use this as a prep sheet for back of house and a preview sheet for front of house.

  • Chits - Cheat-sheets are frowned upon in school but in the real world they’re a way of life. Chits will help your servers give personalized service to every guest that walks through the door.

  • Feedback - Feedback from reservations that have already taken place appears here, with a simple set of data points including the guest contact info, details about their type of reservation, as well as what their feedback was.

  • Guests - How many bookings have your guests purchased? How much money have they spent through Tock? These are all questions that can be answered through our Guests report.

  • Point of Sale - If your POS is connected, you will see a list of data imported from it (such as checks from Breadcrumb) . Clicking into the checks will allow you to link them to reservations manually.

  • Pre-Service - Consider this your best place to find information critical to planning out your day and/or night ahead. We commonly see folks filter just the current day and then display everything they will need to know including a few critical pieces like guest tags, payment status, and other useful details. Previous visit information is also summarized so you know who your VIPs are right from this screen.

  • Post-Service - This report shows you all of the activity that has already occurred in the selected range. Similar to pre-service, but new details are included, such as seating time (great for noticing trends on turn time) and server details.

  • Snapshot - Think of this as a way to see your peaks during the day/night, with a quick view of your covers per time as well as a total sum of covers for each experience.

  • Waitlist - Nobody wants to turn away a guest, but sometimes demand for your experiences will exceed supply – and that’s a good thing. The Waitlist is a place for guests to leave their name and contact information in case a booking becomes available.


tags:screen-app-service
tags:screen-app-calendar-month
tags:screen-control-panel-overview
tags:screen-control-panel-experiences
tags:screen-control-panel-blueprints


Reservation Management Features at your fingertips
Introduction to Tock
Getting Started for Administrators
Preparing for the move to Tock
Prepping for your Go Live w/ Import meeting - let's get ready for the transition to Tock!