Introducing online reservations increased total bookings by 70%! Reservation handling became more efficient, making operations run smoothly (Nakamura Gen).
Tucked away quietly in a corner of an apartment building is the Chinese restaurant Nakamura Gen. Known for its brothless hot pot and a wide variety of extremely spicy Chinese dishes, it’s a popular spot that has earned high ratings on many review sites.
Originally, Nakamura Gen had no plans to offer online reservations, but in July 2022 they introduced the Respo reservation ledger system, and they say they now feel a range of operational benefits. They’ve also told us that the number of reservations has increased.
This time, we spoke with Mr. Tanaka, the manager of Nakamura Gen, about how introducing the Respo reservation ledger has streamlined their reservation operations, how reservation numbers have changed, and his impressions of the support.
Creation date: 2022年10月29日
Update date: 2026年2月26日
Table of contents
Phone reservations were reduced to one-third, streamlining overall operations
—The fact that your shop is located in a room of an apartment building is quite distinctive, isn’t it?
Yes, that’s right. It’s been our policy since we first opened: we do put a nameplate at the entrance, but we don’t put up a signboard.
Yes, that’s right. It’s been our policy since we first opened: we do put a nameplate at the entrance, but we don’t put up a signboard.
It’s based on the president’s belief that instead of attracting customers with signs, we should create an atmosphere that makes people think, “I want to go into this shop.”
— What age group do you have the most customers from?Our customers range widely from their 30s to their 60s, and overall we have more female customers.
We have many repeat customers.
— How did you originally manage reservations?
We took all reservations by phone and wrote the details in a notebook laid out in a calendar format.
We took all reservations by phone and wrote the details in a notebook laid out in a calendar format.
— This time, based on our proposal, you decided to implement the Respo reservation ledger. Had you ever considered introducing online reservations before this?
Right. Until you approached us about it, we had never thought about introducing online reservations.
Right. Until you approached us about it, we had never thought about introducing online reservations.
After hearing an explanation about the Respo reservation ledger from the sales representative, I started thinking for the first time, “Maybe I should try using it.”
— When you were handling all reservations by phone, were there any issues or things you struggled with?
We were having trouble because even during our busiest hours at the shop, the phone kept ringing with reservation calls, which meant one staff member was always tied up just handling those. The busier we got, the bigger the burden of having one person dedicated to reservations became, but at the same time, we couldn’t just ignore the phone.
We were having trouble because even during our busiest hours at the shop, the phone kept ringing with reservation calls, which meant one staff member was always tied up just handling those. The busier we got, the bigger the burden of having one person dedicated to reservations became, but at the same time, we couldn’t just ignore the phone.
After introducing the Respo reservation ledger, the number of phone calls has decreased significantly, and it’s been a big help because I can check reservation details at my own timing—during the so‑called idle times like in the morning or while waiting.
— It’s been about three months since you introduced the system. Roughly how much have phone reservations decreased?
It’s just my impression, but I think they’re down to about one-third of what they were before we introduced it.
It’s just my impression, but I think they’re down to about one-third of what they were before we introduced it.
Since we now handle fewer reservations during business hours, the entire store is running more smoothly.
Now, about 70% of reservations come through AutoReserve
Since you started accepting online reservations, has the total number of bookings changed?The total number of bookings has increased!
When we only handled reservations by phone, we couldn’t take bookings outside business hours or on days the shop was closed, so I’m sure there were customers who thought, “I can’t get through on the phone, so I’ll just go somewhere else.”
Now, we’re able to reliably connect with customers at the moment they decide, “I want to make a reservation.”
Now, we’re able to reliably connect with customers at the moment they decide, “I want to make a reservation.”
--- I’m glad to hear you’re seeing good results! By the way, roughly what percentage has the total number of reservations increased by?
I think it’s increased by about 70% compared to when we were only taking reservations by phone.
Now, about 60–70% of all our reservations come through AutoReserve.
I think it’s increased by about 70% compared to when we were only taking reservations by phone.
Now, about 60–70% of all our reservations come through AutoReserve.
—Has the reduction in time spent handling phone calls had any impact on the quality of your service?
Yes, definitely.
Right now, several of our floor staff are foreigners, and many of them aren’t very familiar with Japanese, so they can’t really answer the phone. That means our Japanese staff have to handle the calls, but when they do, the floor ends up being a bit understaffed.
Yes, definitely.
Right now, several of our floor staff are foreigners, and many of them aren’t very familiar with Japanese, so they can’t really answer the phone. That means our Japanese staff have to handle the calls, but when they do, the floor ends up being a bit understaffed.
Now, that risk has been reduced, and we’re able to maintain the quality of our service even during busy hours.
— By the way, is there any age trend among customers who use online reservations?There’s no particular bias by age.
Even older customers are using online reservations, so I’m surprised myself.
Because they supported me closely, it wasn’t a burden.
--- How was the support during implementation?
The support has been thorough, so we’ve been able to use it with peace of mind.
The support has been thorough, so we’ve been able to use it with peace of mind.
Even when I had questions, they responded right away when I contacted them, and when problems occurred at the beginning when I wasn’t used to using it, they resolved them smoothly.
— Thank you very much. If you ever have any questions or concerns, please feel free to contact us at any time.
Yes. Since our sales representative has been supporting us closely, I’d like to continue consulting with them casually in the future as well.
Yes. Since our sales representative has been supporting us closely, I’d like to continue consulting with them casually in the future as well.
— Currently, you mentioned that you are copying the contents of the Respo reservation ledger onto paper; do you plan to switch to using only the Respo reservation ledger in the future?
Yes. Since we also receive reservations by phone, it’s a bit difficult, but I do think that if we can eventually consolidate everything into online reservations, handling bookings will become more efficient.
Yes. Since we also receive reservations by phone, it’s a bit difficult, but I do think that if we can eventually consolidate everything into online reservations, handling bookings will become more efficient.
Since only a limited number of staff can operate the Respo reservation ledger, we currently also copy the reservation details into a notebook and use both together.
While considering things from various perspectives, I’d like to find the most suitable way to run/manage our shop.
Aiming to be a shop where the excitement never ends
— How would you like to make use of the Respo reservation ledger going forward? Please tell us if you have any plans or a vision for it.
Right now, we receive reservation requests from customers, check the date, time, number of people, and other details, and if we can accommodate them, we approve the reservation.
Right now, we receive reservation requests from customers, check the date, time, number of people, and other details, and if we can accommodate them, we approve the reservation.
But from the customer’s point of view, I think it’s easier for them to check available dates and times themselves and make a reservation directly.
Going forward, we want to create a system that allows customers to complete their online reservations in a single step.
— Lastly, could you tell us about the challenges you’d like to take on as a restaurant, and your thoughts on how you want to run it going forward?
I want guests to feel a flutter of excitement from the moment they make a reservation, to feel it all the way until they arrive at the restaurant, and to keep feeling it from the time they walk in until the moment they leave. And I want them to walk away thinking, “I want to bring someone to Nakamuragen.” I’m always hoping to create that kind of place—“a restaurant where the guest’s excitement never stops.”
I want guests to feel a flutter of excitement from the moment they make a reservation, to feel it all the way until they arrive at the restaurant, and to keep feeling it from the time they walk in until the moment they leave. And I want them to walk away thinking, “I want to bring someone to Nakamuragen.” I’m always hoping to create that kind of place—“a restaurant where the guest’s excitement never stops.”
Because we’re tucked away in a corner of an apartment building, people coming for the first time often have trouble finding us, and our dishes themselves make an impact with the large amount of chili peppers we use—at our restaurant, we’ve sprinkled little heart‑pounding surprises here and there.
Of course we’re committed to serving delicious food, but we also want you to enjoy Nakamura Gen in every possible way and on every occasion.
We will continue to do our utmost to support you in realizing the vision you are striving for, Mr. Gen Nakamura. Thank you very much for your time today despite your busy schedule.
Store Information
Gen Nakamura
Address: Nishida Building 201, 1-18-11 Ebisu Minami, Shibuya-ku, Tokyo
Store details:https://autoreserve.com/restaurants/ThyiPYeWZ1XPehPNBfMU
Store details:https://autoreserve.com/restaurants/ThyiPYeWZ1XPehPNBfMU
