Service manager
The service manager workspace answers one question continuously: is service going well right now, and if not, where?
The tabs
Section titled “The tabs”| Tab | What it holds |
|---|---|
| Overview | The state of service at this moment |
| Attention | Things that need a decision, ranked |
| Team | Who is working, and what they have been doing |
| Quality | Signals that service is slipping |
Overview
Section titled “Overview”A small set of numbers, chosen because each one implies an action:
| Signal | What it tells you |
|---|---|
| Ready waiting | Food made and not taken out — waiter capacity |
| Payment | Orders blocked on payment — cashier capacity |
| Released | Sessions with unresolved follow-up |
| Kitchen late | Tickets past their time — kitchen capacity |
| Incidents | Open service incidents |
| Urgent unread | Conversations nobody has answered |
| Offers on | Delivery offers currently out |
Kitchen load is summarised as Overloaded, Normal or Idle.
Read them together. Ready-waiting high with kitchen idle is a floor problem, not a kitchen one — and the fix is a waiter, not a cook.
Attention
Section titled “Attention”The queue of things that need you, ranked, each with the responsible role and a suggested action.
Types you will see:
- Kitchen delayed
- Guest complaint
- Override request
- Unanswered conversation
- Incident
- Staff issue
- Robot fallback
Severity runs Critical, High, Medium, Low. Work critical first — that is the whole point of the ranking.
Suggested action is guidance, not an instruction. You know the room.
Quality
Section titled “Quality”Patterns rather than single events — the things that mean service is degrading even when no one has complained yet:
- Long ready-to-serve delay
- Long pending-payment delay
- Long kitchen delay
- Repeated waiter no-response
- Active complaint conversation
- Cancelled order
- Unresolved released session
- Service recovery incident
Each names the roles involved. These are for conversations after service, not mid-rush firefighting.
Who is on, what they have been doing, and how their work is distributed.
Two things to keep in mind:
- It is derived from real operational records, not from a clock-in system. It reflects what people actually did in the app.
- It is not a payroll ledger. Earnings figures are estimates. Useful for a conversation about workload; not a wage slip.
Incidents and released sessions
Section titled “Incidents and released sessions”Opening an incident shows what happened, who is responsible for recovery, and a suggested recovery path. You record what you decided and why — the reason is part of the record.
Released session review is the manager’s view of sessions the floor could not close. Use it when a session has been sitting too long, or when a waiter needs a decision above their level.
Pausing and resuming
Section titled “Pausing and resuming”A manager can pause and resume parts of operation. This is a real consequence, not a display toggle, so it asks for a reason and asks you to hold.
Use it when the branch genuinely cannot take more work. Resume as soon as it can.
Day-to-day recipes
Section titled “Day-to-day recipes”Ready-waiting is climbing. Food is being made and not taken out. Put someone on the floor, or take it out yourself. Check Released too — some of it may belong to guests who left.
Kitchen is overloaded. Expect delays and get ahead of them: talk to the floor about what to tell guests, and consider pausing intake if it is unsustainable.
Urgent unread is not zero. Someone is waiting for an answer. Unanswered conversations turn into complaints — this is the cheapest problem on the screen to fix.
A guest complaint arrives. Open it from Attention, act, and record what you decided. The record is what makes the same complaint next week answerable.
A robot fell back. A serving robot could not complete a leg. Someone has to carry it. Handle the food first, then look at whether it keeps happening.
Someone’s access needs changing. That is a branch admin action, not a manager one. See Branch admin.
What a service manager cannot do
Section titled “What a service manager cannot do”- Confirm payments. Cashier only.
- Edit history. Corrections are new records.
- Change staff access. Branch admin or owner.
- Change plans or subscriptions. Owner, in Sitora Biz.