Overview
Hiro’s Reservation Management system is designed for multi-location hospitality operations. It provides real-time visibility across all your restaurants, with specialized views for operations teams, managers, and executives.Built for: Restaurant groups managing 2-50+ locations with centralized oversight and location-specific operations.
View Modes
The reservation system offers three complementary views:- Operations Control Center
- List View
- Timeline View
Real-time dashboard showing all locations simultaneously:
- Grid of restaurant cards
- Live reservation counts per location
- VIP reservations highlighted
- Recovery alerts for detractors
- Quick filters by status and time slot
Operations Control Center
The primary view for daily operations:Location Cards
Each restaurant displays a card showing:- Restaurant name and zone
- Total reservations for selected date
- Total pax (party size sum)
- VIP count (Founders + VIP tier customers)
- Recovery alerts (customers with low NPS)
Quick Stats
- Reservations: Count + total pax
- VIPs: Highlighted count
- Recoveries: Customers needing attention
Status Breakdown
- Confirmed: Green
- Pending: Yellow
- Seated: Blue
- Completed: Gray
- No-show/Cancelled: Red
Recovery Panel
Visible on the right side (desktop) or expandable (mobile): Shows customers needing recovery:- Customers with NPS ≤ 6 (detractors)
- Sorted by severity (lowest score first)
- Limited to top 5 per day
- Click to view full customer profile
- Displays reservation time and rating
Critical for service recovery: Reach out to detractors before or during their visit to prevent further dissatisfaction.
Time Slot Filters
Quick filter reservations by service:- Mediodía (Lunch): 10:00 - 16:00
- Cena (Dinner): 16:00 - 21:00
- Nocturno (Late): 21:00 - 23:00
- Todo el día (All): All reservations
Reservation Details
Click any reservation to see complete information:- Customer Info
- Reservation Details
- History
- Quick Actions
- Full name with tier badge
- Contact: email and phone
- Customer ID and external IDs
- Tags and preferences
- Alert indicators
Reservation Statuses
Hiro uses six standard reservation statuses:| Status | Description | Color | When to Use |
|---|---|---|---|
| Pending | Initial state, awaiting confirmation | Yellow | New reservations |
| Confirmed | Customer confirmed attendance | Green | After confirmation call/email |
| Seated | Customer is currently at the table | Blue | When seated |
| Completed | Service finished, table cleared | Gray | After payment |
| No Show | Customer didn’t arrive | Red | 30min after time with no contact |
| Cancelled | Reservation cancelled by customer/restaurant | Red | Cancellations |
Status Workflow Example
Status Workflow Example
Typical reservation lifecycle:
- Created → Pending (from web or phone)
- Confirmation call → Confirmed (day before or morning of)
- Customer arrives → Seated (hostess updates)
- Service complete → Completed (table cleared)
- Pending → Cancelled (customer cancels)
- Confirmed → No Show (didn’t arrive)
- Any status → Cancelled (cancellation request)
Timeline View
The timeline provides visual capacity planning:Layout
- Vertical axis: All locations listed
- Horizontal axis: Hours of operation (10:00 - 23:00)
- Cells: Reservation count per location per hour
- Color intensity: More reservations = darker color
Use Cases
Rush Hour Planning
Identify peak times across locations to optimize staffing
Capacity Management
See which locations have availability at specific times
Conflict Detection
Spot overbooking before it becomes a problem
Executive Overview
High-level view of daily operations for group management
Filtering & Search
Date Selection
Navigate between dates:- Previous/Next day buttons
- Date picker for specific dates
- Today shortcut to return to current date
Status Filters
Filter chips for quick access:- All Reservations
- Confirmed (green badge)
- Pending (yellow badge)
- VIPs (star icon)
- Recoveries (warning icon)
Location Filter
Select specific locations:- All Locations (default)
- Individual restaurant selection
- Multi-select for comparison
Search
Search across all fields:- Customer name
- Phone number
- Email address
- Reservation ID
- Special requests/notes
Pro Tip: Use search to quickly find a customer when they call. Type their name or phone number for instant results.
Mobile Operations
Optimized for on-the-floor use:Swipe Actions
On mobile reservation cards:- Swipe right: Call customer
- Swipe left: Email customer
- Visual feedback shows action before release
Touch Optimization
- Larger tap targets (44px minimum)
- Bottom navigation for one-handed use
- Quick status updates without opening details
- Pull-to-refresh for latest data
Offline Mode
Basic offline functionality:- View previously loaded reservations
- Take notes (syncs when online)
- Visual indicator when offline
- Auto-sync when connection restored
Table Management
Map View (Per Location)
Each location can have a table map:- Visual floor plan
- Drag-and-drop table assignments
- Real-time availability
- Zone-based organization
- Click “Ver Ficha Completa” on location card
- Navigate to specific restaurant page
- Map shows all tables with current status
Zone Management
Organize tables by zones:- Terraza (Terrace)
- Sala Principal (Main Dining)
- Privado (Private Room)
- Barra (Bar)
Integration Features
CoverManager Sync
API Access
Reservations available via REST API:- Read reservations with filters
- Create reservations programmatically
- Update status and assignments
- Webhooks for real-time updates
Analytics Dashboard
Access analytics for reservation patterns:Key Metrics
- Occupancy Rate: Percentage of capacity filled
- No-Show Rate: Percentage of confirmed reservations that didn’t show
- Average Party Size: Mean pax across all reservations
- Peak Hours: Most popular time slots
- Lead Time: Average days between booking and reservation
Trends
- Day-over-day comparisons
- Week-over-week growth
- Month-over-month trends
- Year-over-year seasonality
Calculating Occupancy Rate
Calculating Occupancy Rate
Formula:Example:
- Total capacity: 120 seats
- Reserved: 18 reservations × 4 avg pax = 72 pax
- Occupancy: 72/120 = 60%
Best Practices
Confirmation Calls
Call to confirm reservations 24 hours in advance. Update status to “Confirmed” to track completion.
VIP Preparation
Review VIP reservations each morning. Check preferences, last visit notes, and prepare personalized service.
No-Show Management
Mark no-shows accurately. After 2-3 no-shows, customer is flagged for confirmation requirement.
Detractor Recovery
Contact detractors before their next reservation. Acknowledge past issues and ensure special attention.
Operational Workflows
Morning Routine (10:00 AM)
- Open Operations Control Center
- Review today’s reservations across all locations
- Check VIP count and prepare special touches
- Review Recovery Panel for detractors
- Identify rush hours and notify locations
- Confirm staff coverage for peak times
Service Period (12:00 - 15:00, 20:00 - 23:00)
- Update statuses as customers arrive (Confirmed → Seated)
- Monitor timeline for conflicts
- Coordinate with location managers on capacity
- Handle last-minute bookings
- Mark no-shows 30min after reservation time
Evening Wrap-up (23:30)
- Ensure all reservations marked Completed
- Update any late cancellations or no-shows
- Review day’s metrics
- Note any issues for tomorrow’s briefing
- Check tomorrow’s VIP list
Technical Specifications
Real-time Updates:- Data refreshes every 30 seconds automatically
- Manual refresh button available
- WebSocket support for instant updates
- Loads 500+ reservations in <200ms
- Timeline renders 14 hours × 50 locations instantly
- Mobile optimized for 3G networks
- Active reservations: Indefinite
- Completed reservations: 2 years (configurable)
- Historical analytics: 5 years