HospiEdgeRestaurant operating system
Operator manual

HETable operator manual.

Prepare the floor, welcome guests and keep reservations, the waitlist and table status current. Choose a host, manager or guest procedure below.

What teams open first

This launch path explains how a restaurant brings HETable online without overwhelming new staff or managers with back-office detail too early.

Managers open first

Managers create access, publish the active floor, tune booking settings, set sections and Smart Assign rules, review reports, and confirm locations or oversight controls before service begins.

Hosts open next

Hosts launch the host board, load assignments, run reservations and waitlist together, quote waits, and keep floor-state changes current as the room fills.

Floor teams and servers follow

Floor teams use station assignments, section load, and Pocket View updates to keep the host stand aligned before live POS check handling begins.

Guests interact last

Guests only see the public-facing channels the restaurant enables: booking, confirmation/cancellation, wait board, kiosk chat/concierge guidance, self-seat flow, and HETable Assist for accessibility or extra-help support.

Before First Service

Complete this once so host stand, floor operations, guest booking channels, and the later service transition all stay in sync.

1) Platform Identity and HETable Access

  1. An account administrator provisions owner, manager, and staff identity through the HospiEdge platform; HETable does not create a second public credential.
  2. Before service, verify the selected restaurant, location, HETable entitlement, and role for each owner, GM, manager, or host.
  3. If access is denied or asks for renewal, return to the platform launcher and verify provisioning and scope. Billing status alone is not permission; use Support instead of a local bypass.

2) Floor Plan Foundation

  1. Create the active floor plan from the floor-plan home screen.
  2. Design the layout in Floor Builder with tables, booths, walls, labels, and connected groups.
  3. Publish the approved version so host and section tools can load the same table map.

3) Team and Stations

  1. Build the team roster and ratings from the manager staffing screen.
  2. Create sections and table memberships from the manager sections screen.
  3. Generate and save shift assignments, then load them to the host board.

4) Guest Channels and Automation

  1. Set booking windows and direct-location sharing rules in booking settings.
  2. Validate the public HETable route at hospiedge.com/table, then test the exact location page you plan to share with guests.
  3. Test the HETable Assist path from the HETable route as an inclusive guest-assistance route before promoting it to guests.
  4. Configure approved webhook endpoints only for authorized locations. Private integration credentials remain in the owning Platform or provider workflow.

Daily Service Playbook

Use this operating sequence every shift for predictable guest flow, cleaner table-turn control, and a smoother transition into live service.

Phase Work Area What To Do Done When
1) Pre-Shift Setup Manager sections and Smart Assign Confirm section structure, generate staffing assignments, and save AM/PM shift output. Shift has a server-to-section map ready for host load.
2) Host Launch Host Stand home to live host board Select floor plan, choose service date and shift slot, load station plan into host assignments. Host board shows valid assignments and service context.
3) Server Readiness Live host board Check in active servers and verify station-open status before seating. Open table logic matches real staffed stations.
4) Guest Intake Reservations screen and live host board Process reservations, add walk-ins, and route overflow to waitlist with quote/notes. All arriving parties have a tracked path to seating.
5) Seating and Turns Live host board Seat suggested party, handle linked tables for large groups, and update dirty/available states as parties turn. Floor states represent reality and turn timing data stays clean.
6) Live Monitoring Wait board and server Pocket View Monitor wait estimate, waiting vs notified guests, and server-side table state updates so hosts and floor teams stay aligned before the check-handling phase begins. Hosts and servers share one live state picture.
7) Inclusive Guest Assistance hospiedge.com/table Offer HETable Assist to any guest who needs host guidance, table help, accessibility support, menu or check help, or an easier way to message the table team after seating. Guest support remains visible and connected to staff hospitality instead of becoming a side conversation.
8) Closeout and Review Manager moves and reports Review move log, reservation statuses, cover counts, assignment activity, and any service-transition notes before next-shift decisions or POS closeout follow-through. Shift results are documented and next shift is better prepared.

Host Stand Runbooks

Exact host instructions for live seating, waitlist, floor control, and clean transition into the live service team.

1) Launch Host Board

Host Stand home and live host board

  1. Open target floor plan card from Host Stand home.
  2. Set service date and correct AM/PM shift slot.
  3. Confirm host board is connected and table map loads.
  4. If map is empty, confirm a version is published from floorplan versions.

2) Server Check-In and Station Load

Live host board

  1. Choose server in dropdown, use Check In / Check Out actions.
  2. Run Load Station Plan (AM/PM) after manager assignments are saved.
  3. Verify table station status reflects checked-in staff.
  4. Do not seat in closed stations (unassigned or not checked in).

3) Walk-In Seating Flow

Live host board

  1. Select a table on the map, enter party size and optional guest details.
  2. Use Seat Suggested for rotation-aware recommendation.
  3. Use Seat Table to commit seating state and party details.
  4. If no immediate seat, use Add Walk-in to Waitlist.

4) Waitlist Management

Live host board and wait board

  1. Add guest name, party size, quote, notes, and optional phone.
  2. Use waitlist modal to seat or remove items quickly.
  3. Use guest notification for ready status where enabled.
  4. Cross-check waitboard for live wait estimate and seating pace.

5) Large Party and Table Linking

Live host board

  1. Select primary table then open Link for Large Party.
  2. Choose compatible available tables and confirm links.
  3. Use unlink action when party leaves and tables split back.
  4. Keep linked map aligned with real physical setup.

6) Table Lifecycle Controls

Live host board and server Pocket View

  1. Set table states intentionally: seated -> dirty -> available.
  2. Use pocket view for server-side quick updates during service.
  3. Clear tables immediately after bussing completion.
  4. Accurate states improve wait quote accuracy and turn analytics.

7) Reservation Desk Flow

Reservation manager

  1. Select date and review timeline/table grid.
  2. Create or edit booking with guest, party, time, source, and status.
  3. Assign table where appropriate, keep statuses current.
  4. Use this view to avoid overbooking when walk-ins increase.

8) Kiosk Host Station

Guest kiosk

  1. Select kiosk floor plan and launch guest-facing flow.
  2. Monitor suggested and alternate table options for guest self-seat.
  3. Route full-house guests to waitlist with collected contact data.
  4. Use kiosk chat assist for guest guidance when needed.

Manager Console Runbooks

Manager workflows for staffing, layout, analytics, integrations, and keeping the front-door workflow aligned with the wider service chain.

1) Console Navigation

Manager console

  1. Use core cards: Team/Ratings, Sections, Smart Assign, Moves.
  2. Use insights and control cards: Reports, Booking Settings, Security Policies, and Webhooks.
  3. Use connected module cards for Waitlist, Host, Floor Builder.
  4. Use host join code to onboard host-only users.

2) Sections and Station Design

Manager sections

  1. Select plan, shift date, and AM/PM slot.
  2. Create sections and assign/remove tables by clicking map objects.
  3. Assign server per section for specific shift date/slot.
  4. Use this as the main reference for host station load.

3) Smart Assign Algorithm

Smart Assign

  1. Load schedule roster (or import team fallback) for selected date.
  2. Generate assignments by section value and staff score/tier.
  3. Review suggested match reasons and adjust if needed.
  4. Save assignments so host can load them for the same shift slot.

4) Schedule Link and Team Sync

Team ratings and schedule link

  1. Connect scheduling credentials from link dialog.
  2. Run schedule import to sync staff roster by email identity.
  3. Manage active status, ratings, tiers, and working overrides.
  4. Open profile history to audit rating changes and location memberships.

5) Table Moves and Extra Capacity

Table moves and support extras

  1. Apply temporary table-to-section moves per shift date.
  2. Use support extras to add/remove overflow tables to sections.
  3. Keep temporary overrides documented and date-scoped.
  4. Clear overrides after service to avoid next-shift drift.

6) Reports, Ratings, and Oversight

Manager reports

  1. Set report date range and run summary.
  2. Track reservations count, covers, move count, and assignment count.
  3. Review reservation statuses distribution for booking quality.
  4. Use these metrics in pre-shift planning and staffing reviews.

7) Public Booking Configuration

Booking settings and public reservations directory

  1. Set open/close times, slot interval, lead time, and max party.
  2. Test the public reservations directory first, then validate the exact location page you will share in marketing or guest messages.
  3. Retire any older guest-facing booking links that still point at outdated patterns.
  4. Validate reservation creation plus guest confirmation and cancellation follow-through end to end.

8) Webhooks and Integration Boundaries

Webhook settings and platform-owned credentials

  1. Add an approved public HTTPS webhook endpoint only for the supported events and authorized restaurant location.
  2. Copy a newly generated webhook signing secret when shown and store it securely; HETable does not provide a customer API-key workflow.
  3. Send a test notification and inspect the delivery log. Automatic event delivery is not currently enabled.
  4. Retry a failed test only after confirming endpoint, location, and signature handling. Use Platform or Support for private credential ownership.

9) Floor Builder Publish Discipline

Floor Builder and published versions

  1. Save drafts during design iteration; publish only validated versions.
  2. Use versions list to publish current best layout and remove bad versions.
  3. After publish, verify host and section pages reflect synced table metadata.
  4. Keep connectable table groups current for large party operations.

10) Access and Entitlement Controls

Platform identity, selected operating scope, and provisioned HETable access

  1. Sign in through HospiEdge OS and select only a restaurant and location the current identity is allowed to use.
  2. Before HETable opens, the server rechecks the product entitlement, restaurant membership, selected location, and assigned role.
  3. An email address by itself never grants HETable or bundle access; shared identity is not shared authorization.
  4. Billing or trial status is only one input. If provisioning or operating scope is unavailable, access fails closed and the manager or account administrator follows the Support path instead of using a local bypass.

11) Locations Dashboard and Multi-Location Oversight

Locations dashboard and manager reports

  1. Use the locations view to compare floor readiness, booking posture, and service patterns across restaurants.
  2. Keep local rules flexible while holding common standards for publish discipline, guest channels, and reporting.
  3. Use locations-level reporting to spot where section balance, wait quotes, or guest-channel settings drift away from target execution.
  4. Treat multi-location oversight as an operating control layer, not just a separate admin page.

Guest Channel Runbooks

How guest-facing surfaces behave so your team can support them without guesswork and keep guest-side actions aligned with real floor capacity.

1) Public Reservations Directory and Location Pages

Public reservations directory and direct location page

  1. Guest starts in the public reservations directory or opens a direct location page when the restaurant is already known.
  2. Location page shows the enabled reservation or call-ahead path for that restaurant.
  3. Guest submits details and the reservation is created through the live public flow.
  4. If no table is available, the restaurant can route the guest into the waitlist or call-ahead fallback it supports.

2) Guest Confirmation and Cancellation Flow

Guest-side confirmation page generated by the live public reservation flow

  1. Guest sees reservation details and current status.
  2. Guest can cancel reservation through the guest-safe confirmation flow.
  3. Guest-facing links should keep private reservation details protected.
  4. Hosts can reconcile cancellations quickly in reservation view.

3) Self-Seat Guest App

Self-seat guest app

  1. Guest sees live map and available tables.
  2. Guest selects table and confirms party size/name.
  3. System records seating state and updates host floor state.
  4. If full, guest can be routed to waitlist flow.

4) Public Waitlist Status Board

Public wait board

  1. Guest selects restaurant and sees waiting/notified list state.
  2. Guest can subscribe to push notifications where supported.
  3. Status transitions to READY trigger guest-facing notification messaging.
  4. Use this during busy periods to reduce host stand crowding.

5) HETable Assist Guest Support

hospiedge.com/table

  1. Offer this path to any guest who needs table guidance, accessibility support, read support, menu or check help, or an easier way to communicate with staff.
  2. Do not require a guest to explain a diagnosis or fit a particular label before the team provides assistance.
  3. Host support comes first: help the guest get oriented, linked to the right table, and connected to the right service path.
  4. After seating, keep table/server messages tied to the active hospitality flow so Assist supports staff rather than replacing them.
  5. Review this path during guest-experience checks so the restaurant knows the link is visible, readable, and ready before service.

Weekly and Monthly Routines

Keep these routines on calendar so table operations stay sharp and the front-door workflow keeps supporting the wider shift smoothly.

Weekly Service Ops

  • Re-run section and assignment quality check before peak days.
  • Audit waitlist quote accuracy against actual pacing and the service team's real turn timing.
  • Review move and support-extra logs for layout bottlenecks.
  • Refresh host join code usage and deactivate stale access.

Weekly Guest Experience

  • Test booking link, confirmation page, and cancellation behavior.
  • Test kiosk/self-seat flow on live device.
  • Test HETable Assist on a phone so any guest who needs assistance has a clear, readable support route.
  • Check push notification readiness for public waitlist page.
  • Review reservation status mix (booked, seated, cancelled) and compare it to actual service outcomes.

Monthly Platform Hygiene

  • Pause or remove inactive webhook endpoints and confirm that private integration credentials remain with their owning Platform or provider workflow.
  • Review webhook test-delivery failures and retry patterns; do not describe a test result as automatic event delivery.
  • Clean old floorplan versions and keep only useful history.
  • Validate billing/entitlement status and partner activation assumptions.

Pricing and Rollout Context

This guide stays focused on operations. Pricing, rollout planning, and implementation support are available when the team is ready to compare package fit, launch timing, or setup needs.

Prepare the host stand

Work through floor setup, reservations, waitlist control, seating, and service pacing with the team before launch.

Use a practice service to confirm staff access, table layout, devices, guest communication, and handoffs.

Team training

Need front-door buying context?

The Resources hub has waitlist, host stand, seating, and floor-flow explainers for teams still learning the category before reviewing the full operator manual.

Browse floor guides Open Resources hub

Need role-based Training instead?

Switch to HospiEdge Training when the conversation turns toward front-of-house onboarding or service-standards practice rather than host-screen or reservation workflow depth.

Open Training