A Word to the Reader

Running a snooker centre is an act of choreography — tables turning, members arriving, kitchens firing, scoreboards flickering, ledgers closing. This guide is the script.

The Snooker King platform was designed not to replace the rhythm of a busy room, but to amplify it. Every screen, every button, every report exists because a real operator, on a real night shift, asked for it. This guide walks you through the system as it actually behaves — from a member tapping a QR code at the door, to the moment the manager closes the till and reviews the day.

Read it linearly the first time. Keep it on a shelf for the second. The chapters move from the broadest concepts (architecture, roles, daily flow) toward the deepest mechanics (settings, audit logs, troubleshooting). Cross-references and a glossary close the volume.

— The Snooker King Team
May 2026

Table of Contents

"A well-run room is the sum of small, well-kept records."

Introduction & Architecture

Snooker King is a multi-tenant SaaS platform for cue-sport venues. One installation can serve a single hall, a regional chain, or a national franchise — without code changes, from the same browser.

The platform is composed of four cooperating layers. Understanding them in this order will help every later chapter make sense:

Tenancy & Hierarchy

Every record in the system belongs to a four-level hierarchy. Permissions, reports, and even the colour of the navigation bar depend on which level you are signed into.

Browsers, Devices & Performance

Snooker King is a browser-first application. There is no installer, no desktop client, and no required plugins. We test every release against the four most-used engines in our customer base.

A Day in the Life

To orient new operators, here is the daily rhythm of a typical centre running Snooker King — every event in this list is a feature you will meet later in the guide:

Getting Started — Login & Roles

Before you can do anything, the system must know who you are and which centre you speak for. This chapter takes you from a fresh URL to a fully-loaded dashboard.

Reaching the Console

Snooker King is reached by URL — there is nothing to install. Use the address your provider gave you:

Signing In

Roles at a Glance

Your role is fixed by the administrator who created your account. The console adapts to it: menus, buttons, and even table columns appear or disappear based on permission.

First Login Walkthrough

The very first time a user opens Snooker King, the system runs an onboarding wizard. It only appears once per role, and it sets sensible defaults that you can change later in Settings.

Switching Context

Multi-centre managers sometimes have access to several centres or organizations. The context switcher in the top-left lets you change scope without logging out:

• Click the centre name beside the logo.
• Pick the new centre from the searchable list.
• The dashboard reloads under the new scope; URL updates so the new page can be bookmarked.

Logging Out & Idle Lock

For shift-shared terminals, Snooker King supports two security behaviours:

• Idle lock — the screen dims and asks for the password again after n minutes (default 10).
• Shift sign-off — pressing Ctrl + L ends your session and clears local storage in one keystroke.

The Admin / Client Portal

The Admin Portal is the cockpit. Every other feature in the platform is launched from here, and every report ends here. We treat it as the single most-used surface in the entire product.

Anatomy of the Dashboard

Left Navigation

The left rail groups modules by frequency of use, not by alphabetical order. Order is fixed for muscle memory:

1. Dashboard — today's revenue, occupancy, alerts.
2. Tables — live grid, start/stop meter, transfer.
3. Members — directory, wallet, history.
4. F&B — POS, kitchen tickets, stock.
5. Battles — active matches, leaderboard.
6. Reports — financials, operations, marketing.
7. System — settings, users, logs.

Top Bar

• Centre selector (multi-centre roles only) — switches scope.
• Quick search — finds members, tables, invoices, even log lines.
• Notification bell — alerts in priority order; click to acknowledge.
• Avatar menu — profile, theme, sign out.

Right Rail

The right rail is module-aware. On Tables, it shows top spenders today. On Members, it shows churn risk. On F&B, it shows low-stock warnings. The cards are draggable — your last layout is remembered per device.

The Today View

The first screen after login is the Today View. It is deliberately minimal — eight numbers, three charts, and two action buttons:

Universal Search (Ctrl+K)

The most powerful keystroke in the whole console. Universal Search reaches across members, invoices, tables, log entries, F&B items, and bug reports. Typing prefixes narrows scope:

Keyboard Shortcuts

• G then D — go to Dashboard
• G then T — go to Tables
• G then M — go to Members
• N — new (context-aware: invoice, member, comp)
• ? — show all shortcuts

Organizations & Centres

Centres are the heartbeat of the system. Almost every other entity — tables, members, invoices, staff, F&B items — belongs to exactly one centre. Get the centre right and the rest follows.

Creating an Organization

Creating a Centre

Each centre carries its own opening hours, table inventory, F&B menu, price lists, and staff roster. The Centre Wizard does the heavy lifting in five short steps:

The Centre Settings Tree

Every centre exposes a deep tree of settings. The full path from least-changed to most-changed:

Centre
├── Identity ........... name, address, contact, time zone
├── Branding ........... logo, colours, social links, monitor footer
├── Hours .............. weekly schedule, holidays, last call
├── Tariffs ............ table tiers, peak/off-peak, member discounts
├── F&B Menu ........... categories, items, modifiers, combos
├── Inventory .......... stock items, suppliers, recipes, low-stock alert
├── Staff .............. roles, shifts, payroll codes
├── Devices ............ printers, monitors, kiosks, NFC readers
├── Integrations ....... payment gateway, accounting, SMS, e-invoice
└── Compliance ......... tax, e-invoicing, age policy

Tariffs & Peak Hours

Tariffs are the most-edited setting after F&B. The model is intentionally simple — three layers, applied in order:

1. Base rate per table type (Snooker, Pool, English).
2. Time band modifier — peak (often 18:00 – 23:00) adds a percentage; happy hour subtracts.
3. Member discount — applied last, after time band.

Rates can be overridden per table for special tables (championship, VIP). The Effective Rate column on the Tables grid always shows the final number a customer will pay.

Cloning & Templates

Three operations save days of setup work:

• Clone centre — duplicates everything except address and table count.
• Push F&B menu — sends one centre's menu to many at once; deltas are previewed before commit.
• Sync tariffs — applies an organization-level price list to every centre, with per-centre opt-out.

Tables & the Live TV Monitor

Tables are why the customer is here. This chapter covers the live grid the operator uses, the public Live TV Monitor on the wall, and the choreography between them.

The Live Tables Grid

The Tables module is the second-most-used screen in the console. It is a real-time grid where each cell is a table, colour-coded by state:

Starting & Stopping a Meter

The Live TV Monitor

Every centre has at least one wall-mounted display showing all tables, their state, prices, and rotating promotions. The Monitor is browser-based, fullscreen, and updates without refresh.

Sections of the Monitor

• Header — centre logo, current time, weather (optional), today's promotion.
• Summary stats — occupancy %, members in venue, F&B specials. Total revenue is intentionally hidden.
• Tables grid — every table with type, state, current price/hr, time elapsed for active sessions.
• Rotation panel — full-bleed photos and offers; transitions every 8 s by default.
• Footer — global brand strip; injected from a single source so every centre stays on-brand.

Bookings & Reservations

Reservations live alongside the live grid. Customers book through the member portal or by calling staff who use Book Table in the side-panel.

1. Select date, start time, duration.
2. Pick table type (Snooker / Pool) — system suggests least-loaded table.
3. Optional deposit captured via gateway.
4. System sends a confirmation message and a calendar invite.
5. 15 minutes before start, the cell turns gold; the operator gets a tap reminder.

Maintenance & Out-of-Service

To take a table out of service, right-click and choose Maintenance. Pick a reason (cushion repair, lamp, cloth replacement) and an estimated return time. The cell turns walnut, the Monitor hides its price, and bookings to that table are blocked.

Members & the Member Portal

A member is more than a phone number. The Member Portal is a full mobile experience — profile, wallet, friends, battles, F&B ordering — and every interaction echoes back to the operator console.

Membership Tiers

The Member QR Card

Every member has a unique QR code. Scanning it at the kiosk or on the operator app:

• Identifies the member instantly.
• Locks the tier discount on the next session.
• Records the visit (used for retention reports).
• Auto-fills any waiting F&B order or pre-booking.

The Member Portal — Mobile Experience

The portal is opened from /app/member on a phone, or via the native mobile app. It is intentionally swipe-driven and has only five primary tabs:

Becoming a Member

A guest can be elevated to a free member in three taps. The flow is intentionally idempotent — running it twice is safe.

Wallets, Top-Ups & Stored Credit

The wallet is the spine of the loyalty programme. Three balances exist on every account:

• Cash credit — top-up via card or e-wallet; spendable anywhere in the system.
• Comp credit — issued by management for service recovery; expires in 90 days.
• Points — earned at 1 point per RM of spend; redeemable in F&B ratio configurable per organization.

Friends, Chat & Social Feed

The portal contains a lightweight social network: members add friends, exchange chat messages, post photos of breaks, and see a localised leaderboard. The chat schema lives inside the main database; older Flutter chat data lives in a separate table for backwards compatibility.

Showcards & Recognition

"Showcards" are short, animated full-screen recognitions — a member's first 100 break, a Gold-tier upgrade, a tournament win. They appear on the portal AND on the Live TV Monitor for everyone in the room to see. Operators can trigger them manually from the member's profile.

Battles & Tournaments

A "Battle" is a managed match between two members on a real table — best-of-frames, side-bet credit, automatic scoring assist. Tournaments are scheduled multi-battle ladders that the platform runs end-to-end.

Anatomy of a Battle

Every battle has the same four-phase lifecycle:

1. Invite — host picks an opponent (member or "open challenge"), sets format (best of 3 / 5 / 7), and stake.
2. Confirm — opponent accepts within 5 minutes; both wallets earmark the stake.
3. Play — table is allocated; operator clicks Start Battle on the Tables grid; frame results entered as they happen.
4. Settle — system records duration, declares winner, transfers stake, posts result to social feed and leaderboard.

Tournaments

Tournaments are templated battles strung together. The platform supports three formats out of the box:

Hosting a Tournament

Frame-by-Frame Scoring

Operators record frames using a simplified panel: enter break / clearance / fouls per player. The system handles tie-break rules and updates the live ranking in real time. A "watch later" replay is generated from the entries — useful for academy coaching.

Leaderboards

Every centre has three leaderboards: weekly, monthly, all-time. They are visible inside the portal and rotate on the Monitor. Score is computed as a weighted blend of wins, frame differential, and opponent strength.

Stakes & Compliance

The stake field can be configured organization-wide as one of: off, credit-only, or cash. In jurisdictions where wagering is restricted, leave it on credit-only; the system then refuses to accept cash stakes and shows a notice.

Food & Beverage Operations

F&B is often the difference between a profitable centre and a struggling one. Snooker King treats the kitchen as a first-class citizen — orders bind to tables, kitchen tickets print automatically, stock decreases live, and the menu is in your hands at all times.

The F&B Module

F&B has four working surfaces:

• POS — the order-taking screen used at the bar or on a roving tablet.
• Kitchen Display — large-screen ticket queue for the cook line.
• Menu Editor — categories, items, modifiers, combos, photos.
• Stock — ingredients, suppliers, recipes, variance.

Building a Menu

Taking an Order

Kitchen Display System

The cook line uses a large screen showing live tickets in time-priority order. Each ticket shows table, member name (if any), items, modifiers, and an aging indicator. Cooks tap "in progress" → "ready"; the operator gets a notification to deliver.

Stock & Recipes

Stock is optional but transformative. Each menu item links to a recipe of stock items. Selling one Caesar salad decreases romaine lettuce, parmesan, croutons, and sauce by their recipe quantities. Reports show:

• Theoretical vs actual stock at end of day.
• Variance per item (waste, theft, mis-counting).
• Re-order alerts when stock drops below par.

Voids, Comps & Refunds

Mistakes happen. Snooker King draws a strict distinction:

Billing, Invoices & Payments

Every economic event in the centre — table time, F&B order, membership upgrade, comp, refund — flows into invoices. The invoice engine is the audit backbone of the platform.

Invoice Lifecycle

1. Open — created when a session starts or order is placed; can have lines added.
2. Closing — operator presses Settle; lines are frozen.
3. Paid — payment(s) cover the total; invoice locks.
4. Voided — if cancelled before payment, an audited reversal is recorded.

Splitting the Bill

Splits are common in social play. Three split modes are supported:

• Even split — total ÷ N people; each pays the same.
• Itemised — each person picks the lines they consumed.
• Custom amounts — operator types each share manually.

Payment Methods

Out of the box, the system handles cash, card (via gateway), e-wallet (DuitNow, GrabPay, TNG), member wallet credit, comp credit, and points redemption. Multi-tender is supported on a single invoice.

Tax & E-Invoicing

For Malaysia, the platform produces compliant SST/e-invoice records with the LHDN-required UUID, item codes, and submission status. For other jurisdictions, the tax engine accepts up to three layered taxes per item (e.g. service charge + VAT + sin tax).

Discounts & Promotions

Discounts apply at three levels, in order:

1. Line-item — manual percentage or amount on a single line.
2. Invoice-level — applied to the running subtotal (member tier, voucher).
3. Promotion engine — rule-based (e.g. "Mondays after 10pm get 20% off Pool tables").

Reading an Invoice

The printed/PDF invoice is structured for both customers and auditors:

• Header — centre name, address, tax ID, invoice number, date.
• Member block — name, ID, tier, QR (if applicable).
• Lines — table session, F&B items, modifiers, discounts.
• Totals — subtotal, taxes, grand total.
• Tenders — each payment method, change given.
• Footer — operator name, terminal, time of close, audit hash.

Refunds

Refunds always require manager approval. The flow:

Reports & Analytics

Reports are not the byproduct of a Snooker King install — they are one of the reasons to install it. Three families of reports cover almost every question a manager will ask.

Financial Reports

Operations Reports

• Occupancy heatmap — table-hour grid, week-over-week.
• Average session length — by member tier, by table type.
• Stock variance — theoretical vs actual, by item.
• Maintenance log — out-of-service hours per table per month.

Marketing & Membership Reports

• Acquisition funnel — guests → free → silver → gold over time.
• Retention cohort — % of new members still active at 30/60/90 days.
• Top spenders — leaderboard of LTV, with churn-risk score.
• Promotion ROI — incremental revenue vs comp cost for each campaign.

Building a Custom Report

For one-off questions, the Report Builder exposes the same data in a drag-and-drop interface. No SQL required — but the underlying query is shown to anyone curious enough to inspect it.

Export & Scheduling

Every report can be exported as CSV, Excel, PDF, or scheduled by email. Scheduled exports respect the recipient's role — e.g., a centre manager scheduled to receive a chain-wide P&L will only get their own centre's slice.

Anomaly Detection

The anomaly engine watches a set of rolling baselines and flags outliers in the daily Manager's Briefing email. Examples:

• Operator's void rate is 3σ above their personal baseline.
• F&B variance for an item exceeds 8% for two days running.
• Average session length on Saturday drops more than 15% week-over-week.

System Logs & Audit Trail

If reports tell you what happened, system logs tell you who, when, from where, and why. The audit trail is the platform's memory, designed for forensic clarity rather than developer convenience.

What Is Logged

Every consequential action — and many merely interesting ones — produces a log row. The viewer is role-scoped, so each user sees only what they are entitled to see.

The Log Row

Every log row contains, at minimum:

• log_type — open vocabulary; categorises the event.
• actor — user ID + role at moment of action.
• scope — client / org / centre triple.
• subject — what was acted upon.
• payload — JSON of the change (before/after for updates).
• request — IP, user-agent, route.
• created_at — UTC timestamp.

Searching the Log

The Log Viewer supports full-text and field-scoped search. Examples:

type:void operator=alex centre=9 between=2026-05-01..2026-05-04
type:login.failed actor=*@gmail.com last=24h
type:setting.change subject=tariff scope=centre:9

Retention

Default retention is 365 days hot, 7 years cold. Hot logs are searchable instantly; cold logs are queryable on request and used for legal forensics. Retention can be extended per organization to meet local regulation.

Forensic Investigations

When something looks wrong (missing cash, complaint, unauthorized refund), the standard playbook is:

Audit Logs vs Bug Reports

System logs are facts. Bug reports (next chapter) are observations. Reading the two together is how the support team and engineering reproduce, diagnose, and fix.

Bug Reports & Support

Real software lives or dies by how quickly its operators can flag problems and how transparently those problems are resolved. The Bug Reports module is built around that loop.

Filing a Report

Lifecycle of a Report

How Reports Are Resolved

Snooker King runs a strict, safety-first triage:

1. Read everything. Description, all images, all comments, comment-attached images.
2. Deep audit. Engineers fact-check at the code and database level — never assume.
3. Propose. A written plan with root cause, change, safety argument, adjacent features, and rollback.
4. Re-verify. The proposal is re-read against the live code before any change.
5. Fix. Code changes are deployed to the staging path first, then production.
6. Browser-verify. The original repro is replayed in a real browser; screenshots attached.
7. Resolve. Only after the production path passes browser verification.

Email Notifications

• New report — admin alerted instantly.
• Pending Human Decision — admin alerted; reporter sees status update in-app.
• Resolved — admin and reporter alerted; deduped to one email if both addresses match.

SLA & Escalation

The Mobile Application

The mobile app is the member portal, hardened with native capabilities. It is the surface that most customers will touch most often, and it is engineered for one-handed, mid-frame use.

Installing

• iOS — App Store, search "Snooker King".
• Android — Google Play, search "Snooker King".
• Enterprise builds — staff-only build for operators is distributed via internal MDM.

Native-Only Capabilities

Web vs App — When to Use Which

The web portal is full-featured for casual browsing. The app is recommended once the member visits at least twice a month — push reminders alone justify the install.

App Walkthrough

Booking Flow

Battle Flow

Battles in the mobile app have a streamlined invite UX: pick a friend, swipe to set best-of, tap to send. Opponent receives a rich push; one tap accepts. The app surfaces the assigned table number when the operator allocates one.

Privacy & Permissions

• Location — only used to suggest the nearest centre; "always" is never requested.
• Camera — receipts and avatar only.
• Notifications — separated into Bookings, Battles, Marketing; user can mute marketing alone.

Settings & Configuration

Settings are organised by scope, not by feature. The closer the scope to the user, the more often the setting changes.

Scope Hierarchy

Branding

Branding is configured at the organization level and pushed down to centres. Components include:

• Primary & accent colours.
• Square logo (≥ 512px, transparent PNG).
• Wordmark (SVG preferred).
• Default monitor footer text.
• Email header image.
• Receipt header (text + optional QR linking to feedback form).

Integrations

The platform integrates with payment gateways, SMS providers, accounting software, and e-invoice systems via per-organization configuration. Each integration shows a live health indicator on the integrations page.

User Management

Devices

Printers, monitors, kiosks, and NFC readers are registered per centre. Each device has:

• A friendly name (e.g. "Bar printer").
• A type and driver.
• An assigned KOT route (kitchen, bar, both).
• A health indicator (last heartbeat, last successful print).

Backups & Restore

The platform takes nightly database backups, retained 30 days. Manual point-in-time restores are available on request from support; granular restore (e.g. one invoice, one member) is not exposed in the UI to prevent fraud.

Theming

Three themes ship with the product: Royal Baize (default), Snooker Light, and Operator Night. Each user picks their own; manager-level users can also pick a per-shift theme that is forced on shared terminals.

Troubleshooting & FAQ

Most issues resolve in under five minutes. The decision tree below covers 90% of cases reported by new operators.

First-Aid Checklist

1. Is the internet up? Check by opening any other website.
2. Is the URL correct? Production is /app/, staging is /debug/.
3. Hard-refresh: Ctrl+Shift+R (Win) or Cmd+Shift+R (Mac).
4. Try a different browser tab. If it works there, your tab is stale.
5. Check the notification bell — most "the system is broken" reports turn out to be an unread alert.

Common Issues & Fixes

"My screen is frozen on the table grid."

Real-time updates are pushed via WebSocket. If the connection drops, the grid stops updating. The status bar in the bottom-right shows a green dot when connected. Hard-refresh restores it.

"I clicked Settle but nothing happened."

Settle is disabled if the table has open kitchen tickets. Look for the small bell icon on the cell — it indicates pending kitchen items. Clear those first.

"Discounts are not applying."

Check (in order): is the member scanned? Is their tier active? Is the discount in the active time band? Is there an organization-level override that excludes that item?

"The Live TV Monitor went blank."

The monitor browser sometimes loses focus during OS updates. Press F5 on the wall keyboard, or use Devices → Monitors → Refresh from the console to push a remote refresh.

Frequently Asked Questions

Q. Can I run Snooker King without internet?

The platform is cloud-native. A short outage is tolerated by the operator app (orders queue locally), but settle/payment requires connectivity. We recommend a backup 4G router for centres in unstable-internet areas.

Q. How many tables can one centre handle?

The Live TV Monitor renders cleanly up to 60 tables on a 1920×1080 display. The console grid scrolls infinitely; we have customers running 100+ tables on one centre.

Q. Can I migrate from another POS?

Yes. The platform accepts CSV imports for members, F&B menus, and historical sales. Custom migrations from major POSes (Lightspeed, Loyverse, Storehub) are available via the support team.

Q. Is my data encrypted?

Yes — TLS in transit, AES-256 at rest. Sensitive identifiers (member phone, email) are encrypted at column level with path-derived keys; QR cards remain valid across migrations between domains.

Q. Can I export everything?

Yes, in CSV, Excel, JSON, or PDF. Full database exports are available on request — we believe in your right to leave with your data.

Q. What about offline kitchen printing?

Kitchen printers connect over the local network. If the cloud is down but the LAN is up, kitchen tickets continue to print using a local relay. We never strand the cooks.

Where to Get Help

• In-product — bug-bug icon on the bottom-right.
• Email — support@snookerking.com
• Phone — your dedicated success manager (chains and franchises).
• Status page — status.snookerking.com for incidents and maintenance windows.

Glossary & Index

The vocabulary of Snooker King, defined for quick reference.