City Wok México
With Last.app's reservation manager, 80% of our bookings now come in automatically. The team can focus on guests, not the phone.
City Wok is an international buffet restaurant with a selection of Asian, Mediterranean and Argentinian dishes, serving a high volume of guests in Mexico City.
To manage that volume and keep service running smoothly, Luis Chin, owner of City Wok, decided to digitalise his reservations operation. He did it with Last.app and The Book.
Before moving to a digital reservations system, everything was handled by phone — a constant source of operational pressure, interruptions and wasted staff time. As Luis Chin explains, modernising this part of the operation was essential to maintain the restaurant's service standards.
The challenge
- High call volume to manage reservations.
- No visibility or structure over the service floor.
- Full dependency on staff to handle reservations manually.
- The need for a simple solution that wouldn't disrupt guests.
The solution
City Wok implemented the reservations manager from The Book by Last.app, allowing guests to book directly through a digital link — no calls, no middlemen.
Key results
- 80% of reservations now come in automatically through the system.
- A sharp drop in incoming phone calls.
- Better service organisation, with clear control over:
- Shift schedules.
- Reservation status.
- Late arrivals.
- Time saved and lower operational costs.
- Staff free to focus on the guest experience.
Guest adoption
City Wok's typical guest (mostly between 20 and 40 years old) took to the system immediately. Diners describe the booking link as "simple and intuitive".
City Wok has turned reservations management into an automatic, organised and efficient process. It has improved both the restaurant's internal operations and the guest experience — without relying on marketplaces or discount platforms.
