Manage Offline Reservations

I. Purpose

The Offline Reservation feature helps restaurants receive and manage reservation requests made by phone, in person, or by staff through the POS.

Restaurants can:

• Check guest capacity and table availability for each time slot.
• Create, edit, or cancel reservations.
• Confirm guest arrivals and update table statuses.
• Hold tables for reservations.
• Manage deposits and cancellation policies.
• Track late arrivals and no-shows.
• Coordinate reservations with table service and POS operations.

II. Before you start

Before using Offline Reservation, configure the reservation rules according to your restaurant’s operations.

1. Set up reservations

View detailed instructions here.

2. Combine tables

When creating a reservation, the system can automatically suggest suitable tables or table combinations based on the number of guests.

3. Set up table capacity and average service duration

4. Exclude areas from reservations

Mark areas that are available only for walk-in guests and cannot be reserved, such as bar area or other designated areas

5. Connect a payment system

If your restaurant collects deposits or no-show fees through the POS, make sure the POS is connected to the appropriate payment terminal.

III. Instruction Steps on the POS

1. View the daily reservation list

1. Open Booking on the POS.
2. Select the date you want to review.
3. View reservations by time slot.
4. Check the expected number of guests and reserved tables.
5. Monitor peak hours so staff can prepare tables and service resources in advance.

The system may provide two different views to help staff manage the reservation schedule more efficiently.

2. Create a new reservation

Staff can create a reservation when a guest calls, visits the restaurant, or requests a reservation in person.

1. Open Booking –> Select Add reservation.
2. Enter the reservation details.
3. Check the restaurant’s capacity for the requested time.
4. Select a table suggested by the system or choose a suitable table from the table layout.
5. For large parties, select an available table combination.
6. Click Done.

The reservation appears in the booking list for the selected date.

3. Edit a reservation

When a guest changes the reservation time, party size, or table request:

1. Open the reservation.
2. Click Edit.
3. Update the time, number of guests, or other relevant information. If the number of guests or reservation time changes, the system may require you to select a different table to ensure sufficient capacity.
4. Click Done.

4. Cancel a reservation

When a guest requests to cancel a reservation:

1. Open the reservation.
2. Click Cancel.
3. Check whether the cancellation complies with the restaurant’s policy.

• Cancelled within the allowed period: The reservation is cancelled and the table becomes available again.
• Late cancellation: The system may display a warning according to the configured policy. The restaurant can charge or waive the fee as appropriate.

4. Confirm the cancellation.

After the reservation is cancelled, the table can be assigned to another reservation or a walk-in guest.

6. Block a table 

To reserve a specific table for a guest:

1. On the layout, Select the table you want to hold.
2. Select Block table.

A blocked table will not be suggested for other reservations during the applicable period.

To unblock the table:

1. Select the table with the Blocked status (in the grey color).
2. Select Unblock.

7. Check in an arriving guest

When the guest arrives:

1. Open the corresponding reservation.
2. Select Check-in.
3. The table status is changed to Seated.

After the table status changes to Seated, staff can open an order and begin serving the guest through the POS.

8. Handle late arrivals

If the guest has not arrived at the reserved time:

1. Monitor the late-arrival duration in the reservation list.
2. Contact the guest if necessary.
3. If the guest arrives within the table-holding period, complete the Check-in process.
4. If the guest arrives after the allowed period, handle the reservation according to the restaurant’s policy.

Depending on table availability, the restaurant may ask the guest to wait or assign another table.

9. Send reservation notifications

After creating or updating a reservation, the system may send notifications according to the restaurant’s settings, including:

• Reservation confirmation.
• Reservation reminders.
• Cancellation or change notifications.

If two-way SMS is enabled, the restaurant can directly chat with the guests.

Have a nice day!