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Overview

The Unified Platform allows Clubs to manage their Dining Reservations seamlessly across the Reservations System into the Office Food and Beverage POS System; ensuring Administration, Members, and the Dining Staff have the tools they need to reserve and manage the Club’s Dining experience. 

Use Case(s)

A Club may wish to allow their Members to register for Dining Reservations utilizing the on-line Reservations system.  Additionally, the Club may also utilize the Clubessential Office Product, with Food and Beverage POS fully implemented in their Dining facilities.  In addition to allowing the Members to make reservations online, the Club is interested in assisting Members who call-in or walk-up with making a Dining Reservation.  Daily, the Club would also like the Food and Beverage areas of their Club to have integrated visibility and editing capabilities to the Dining Reservations, be able to easily convert the reservations into POS dining tickets; assign tables and servers to the Reservations, add items to the Tickets, and ultimately charge their Members.  The Unified Suite provides the Club with the ability to meet their goals.

Video

This video contains highlights from a training Webinar given on the Dining Unification process.

Note: Sections of the video have been referenced below with corresponding times in the video for ease of access

Total Video (Length)9:23   
Website - Member Makes a Reservation0:51 POS - Create Ticket from Reservation (Assign Table and Server)5:36
POS - Dining Room Manager Perspective2:40 POS - Dining Room Review/Ticket Audit Preview6:25
POS - Dining Tab Overview3:15 POS - Dining Room Server Perspective7:16
POS - Show Admin Dashboard (Make Real Time Reservations)4:35 POS - Convert Open Ticket to Member Charge7:46

 

 

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Reservations/Dining 

Make a Reservation (as a Member) 

Once a Member makes a Reservation on-line using the Clubessential Dining Reservations product, the Reservation fully integrates into the Food and Beverage POS application.  

For example a member could make a reservation on the website as follows: 

Navigate to Book a Table 

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Select Reservation Date/Dining Room/Time 

Select the Date, scroll to the desired Dining Room (if more than one exist), and select specific time slot by clicking on the Booking block. 

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Complete Registration Booking Form 

Once a time is selected, the Reservation form will appear.  Complete the form, and click “Make Reservation.” 

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Confirmation screen of reservation being received will appear. 

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Once a Member makes a Reservation online using the Clubessential Dining Reservations product, the Reservation fully integrates into the Food and Beverage POS application.

 

Point of Sale (POS)

 

To view the existing Dining Reservations, log in to the Food and Beverage POS Terminal associated with the Dining area. 

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Dining Tab (as a Dining Manager) 

Once logged in, navigate to the “Dining,” tab.   

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Main Grid

All Dining reservations for Today (default date) will appear on this tab. 

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Colors Displaying on Main Grid 

To learn more about the Color meanings on the grid, click on the “Colors” button in the bottom right hand side of the screen.  A Color Picker window will launch. 

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Default colors are as follows:

 

Dark Green: Paid/Closed Reservations 

Yellow: Partially/Open Tickets(Converted from Reservations) 

Light Green: Alternating (Used in every other row of the grid for tickets with no status to make grid display easier to read.)

 

Colors may be changed by clicking on the color, selecting a new color, and clicking, “OK.”

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Club Display

This filter contains the Club(s) available in the POS.  In the event more than one Club exists in the system, selection of a particular Club will be available here.   

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Dining Rooms Display 

The filter (below) contains the Dining Rooms.  Most Clubs have more than one Dining Room, and as a Dining Room Manager, it is common to utilize the “All Resources” option within the drop-down to display all dinings reservations in the Club. 

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Show Admin Dashboard 

Click on the “Show Admin Dashboard” button in the upper right-hand corner of the screen to make/edit reservations directly from the POS. 

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Once clicked, the Admin Webview functionality launches.

Make/Edit Reservations within POS 

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To make a new Reservation, click on the desired time of the reservation to launch the Reservation form. 

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Complete the Reservation form, and click, “Make Reservation.” 

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To edit or cancel a Reservation, click on the Reservation. 

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Make changes as necessary to the Reservation Form, and click “Update Reservation.” 

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Click, “Cancel Reservation” to eliminate reservation from the Dining System.  

Choose, “Discard Changes,” to exit form without making any changes.

To navigate to a different Dining Room within the Admin Dashboard, click on the tab of the Dining Room desired. 

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Click “Hide Admin Dashboard” to return to main Dining Reservations grid. 

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Convert Dining Reservations to Open Tickets

To convert a Dining Reservation into an Open Ticket, click on the desired Dining reservation. 

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Next, ensure the Dining Room is set correctly, and then select a table.

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Once a table has been selected, assign a server to the table.  Click on Server’s name to assign the server to the table. 

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Note, the ticket is open, the Table and Server have been assigned, and the Reservation moves to Partial/Open status (yellow).

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Review Dining Room Status

To review the status of the open Dining Room tickets, click on an open (Yellow) ticket to launch the “Ticket Audit Preview,” screen.  

The food ordered can be viewed, and therefore an estimate of when the table may be available could be obtained.  

In the example below, entree salads were just ordered, so it is likely the table will not be finishing up in the very near future.

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Dining Tab (As a Server)

The Dining tab and associated reservations are also viewable to the Servers. 

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Convert Open Ticket to Member Charge

Once ticket has been assigned to a Server, the Server can access the Ticket on the Tickets tab.  Server will click ticket to open. 

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Once open, items can be added utilizing normal POS functionality. 

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When complete, ticket can be closed based on Member/Guest payment preference. 

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Review Dining Tab (Reservations) 

Servers also have access to the Dining Tab, and can review upcoming reservations. 

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Best Practices

 At the end of the shift or evening, go into System Tools, go to the Open Tickets tab, review open tickets and ensure all open tickets are closed appropriately.

FAQs

Q. How do I re-open a closed ticket?

A.  Go to System Tools, Closed Tickets, find ticket, and click Re-Open Ticket.  Confirm Re-Open, and modify as necessary.

 

Q. How does the Member Charge All function work?

A.  This feature is not applicable in the Dining Reservations system.  It is applicable for Events and Tee Times.  See respective guides for more information.

 

Q. Can Birthday cake be added as an Option when making a reservation?

A. Yes, Birthday Cake can be created as an option, similar to the High Chair/Booster seat options that can be set up.  The Options do come over to the POS, and are visible in the Options column in the main Dining Grid.

Q. Can a Reservation be made directly from the Point of Sale?

A. Yes, a reservation can be made directly from the POS by utilizing the Admin Dashboard.  Once the Dashboard has launched, select the Dining Room, the time, and then make the reservation utilizing the Reservation form.  The information exists in real-time within the POS once the Reservation has been booked.

Q. How do I know if I am set up for Dining Unification?

A. Contact your Account Manager.  If you don’t know who your Account Manager is, email am@clubessential.com, and someone will follow up with you to let you know.

Downloadable Guide

Unification - Dining Guide

 

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Overview

Mail Reporting tracks the sending details of emails sent through the Compose Email function of the website. Mail tracking is an important feature to review the effectiveness of the emails.

Required Permissions

  • Admin

  • Editor

Accessing the Tool

To access the email creation tools, follow the steps below depending on your access role.

  1. Admins: Hover over Admin bar in the left hand corner of the screen, select Mail Reporting.

  2. Editors: Hover over Admin in the main navigation, select Main Tools, and then Inbox/Groups. Once in the compose email section, click the Mail Reporting link.

  3. The Mail Reporting Interface will launch.

Mail Reporting Tools

Mail Reporting offers a variety of tools and metrics to track emails sent. Below will detail each tab and how to use the tab for gaining metrics.

Sent Emails

Sent Emails shows all emails that are sent for a selected date range.

  1. By using the start and end date fields, you can choose what date range you would like to see.

  2. Use the Subject text field to search for emails by subject line. Best used in conjunction with the date filter to find emails quickly. 

  3. Sent Email Tab Overview:

    • The Subject column denotes the subject of the email.

    • The Send Option shows if the email was sent externally or internally. Since internal messaging is no longer available on the system, all send options should show the message as being sent as External Only.

    • Recipients Selected shows the total number of users the email was supposed to send to

    •  Send External is the actual number of emails sent out. This can be different from Recipients Selected.

      • When Send External is Lower than Recipients Selected: Indication of email bounces or other deliverability issues

      • When Send External is Higher than Recipients Selected: Multiple Email Addresses exist for a single account

    • Sent Internal is for email sent internally. Since this is no longer used, this column should be null. 

    • Opened is the number of opened emails divided by the number of emails sent. This is important for measuring member engagement.

    • Bounced denoted the number of emails that could not be delivered and the recipient’s email service sends back a message that the email was not delivered.

    • Link Clicks represent the number of clicks on the links in the email. This metric is important for measuring member engagement as those links should be taking members back to the website.

    • Links in Message is the total number of links in the email. Effective emails should at least have 1 link per message.

Message Details

  1. To view details about individual messages, click the email subject from the Sent Emails tab, this will bring up the individual Email Details for the email.

    • Status is the breakdown of the recipient details for the message.

    • Sending Not Attempted For: anyone who opted out of receiving messages, blacklisted addresses, and those without an email address will show here. 

    • Recipients: total number of recipients to whom the message was to send.

    • Bounces: messages that could not be delivered.

    • Open Rate: number of messages opened divided by the number of emails sent.

    • Click Throughs: number of clicks on the links in the email.

  2.  The first tab is the Preview of Email HTML. 

  3. External Recipients shows details for email recipients, such as read time and click-throughs for each individual.

  4. Click Throughs tab shows stats on the number of clicks per link in the email, along with a percentage of clicks per link.

    1. You can see click-throughs by clicking on individual’s emails, and if the message was opened. This will open the Click Through Detail for the user to see what the link address is and also the click time with the date and time. 

  5. Bounces tab will show recipients for whom bounces occurred. This will list the member number, member name, email address, bounce reason, and bounce log time. Click on the member name in order to receive a detailed reason for the Bounce. 

    1. This report can identify the reason why the bounce occurred, so actions can take place. In most cases, bounces will occur if the email address is not valid so it is best to make sure email records are up to date.
      Scheduled Emails

  6. Scheduled Emails shows all emails that are scheduled to be sent at a later date. This is not typically used for reporting, rather it shows what is on deck. From here, you may also edit or cancel Scheduled Emails.

Unsubscribe

  1. By clicking on the Unsubscribe tab, we can see who has unsubscribed from email communication. This will list the member number, name, email, and when the member unsubscribed; along with when the member unsubscribed.

  2.  By using the Search Field, you can search by member #, Name, or Email to locate specific users.

  3.  Clicking View next to the member name will take you to the member’s profile to add back to the email list.

  4.  Once on their profile, checkmark the “Receive Emails” checkbox enlist the member in email communication.

Bounce Blacklist

Email addresses that bounce two or more times will end up on the Bounce Blacklist. Most email addresses end up on a Bounce Blacklist if the service provider of the account believes that certain messages are Spam. This is used as protection by the email service provider for unwanted or even dangerous email communication. 

To keep bounces low, try the following:

  1. Be selective with mass emailing. Continuous emails could look like Spam.

  2. Use target marketing to ensure that the message is delivered to those who want to receive the communication.

  3. Encourage members to add the email address that is sending the email to their Safe Sender List from their email provider.

  4. Click the Bounces link next to the member’s name to view why the bounce occurred. This will bring up a detailed view of why the bounce occurred. Using this message, action can then take place to remove users from the bounce blacklist depending on the reason.

Actions to take if a user is on this list:

  1. Verify that the email is correct and valid.

  2. If the blast emails are being marked as Spam, contact the email owner to contact their email provider on steps to remove the blast emails from being flagged as Spam.

  3. DO NOT send any further email communication to this email address until it is verified that the email will not end up on the bounce blacklist. If we keep sending to this email, it will negatively affect the mail server’s reputation causing future Spam issues.

  4. Accounts like RoadRunner, AOL, and Comcast have a very low tolerance for blast email systems. Users with these accounts usually end up on the bounce blacklist. Clubessential has these accounts flagged as a ‘slow sender’ to reduce the amount of emails being targeted to these accounts, which helps reduce the amount of accounts that will be placed on the bounced blacklist.

  5. You may manually remove a member from the Bounce Blacklist by clicking the Remove link next to their name, however, the email should only be removed if verified that the email will not end up on the Bounce Blacklist again.

Email Complaints

If a member marks a club communication as Spam, this will place that member on the Email Complaint list which will prevent them from receiving communication. 

To keep email complaints low try these following tips:

  1. Use target marketing to ensure the message is delivered to the right group.

  2. Try to only send a few email communications per week.

  3. The email address that is sending the email should be a club email so the member recognizes this as a legitimate club communication.

  4. Use clear subject lines of intent of the message.

  5. To remove the member from the Email Complaint list, click on the link next to the user’s name to remove.

Single Email Report

This can be used to review single emails sent to individuals. This can be used by Admins to track emails such as reservations.

Best Practices

  1. A day or two after sending any email communication, it is best to check the Mail Reporting feature to capture important information on the effectiveness of the emails.

  2. Use the Bounce Blacklist and Email Complaint tab frequently to keep these numbers low. Look into why members are added to this list and how you can remove them from the list.

  3. Use target marketing to increase effectiveness in emails, which should return better results seen in Mail Reporting.

  4. If bounces occur due to being flagged as Spam, contact the email owner to facilitate help from the email owner’s email provider to allow emails to be delivered. Once an email is on the Bounce list, it is important to not email that account until it is verified that the email will not end up on the Bounce list in in the future.

  5. Contact the member first before removing from the Email Complaint list. The member may not want to receive particular email communications. Remove the member from certain, or all, email communications to ensure they are not receiving unwanted emails; then remove the member from the Email Complaint list.

FAQs

  1. I sent an email to a member, but they did not receive the email. Why? A.  Check the Bounce Blacklist or Unsubscribe tab first. If the member is on this list then they will not receive communication. Remove from these lists so members can receive communication. If the member is not on either of the lists, check the Sent Emails tab to see if the email is correct.   

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