Restaurant Services Manager

Job Description

OpenTable , part of Booking Holdings Inc. (NASDAQ: BKNG) , is the world's leading provider of online restaurant reservations, seating more than 26 million diners per month via online reservations across more than 47,000 restaurants. The OpenTable network connects restaurants and diners, helping diners discover and book the perfect table and helping restaurants deliver personalized hospitality to keep guests coming back. The OpenTable service enables diners to see which restaurants have available tables, select a restaurant based on verified diner reviews, menus, and other useful information, and easily book a reservation. In addition to the company's website and mobile apps, OpenTable powers online reservations for nearly 600 partners, including many of the Internet's most popular global and local brands. For restaurants, the OpenTable hospitality solutions enable them to run their reservation book, streamline their operations, and improve their service levels. Since its inception in 1998, OpenTable has seated over 1.7 billion diners around the world. OpenTable is headquartered in San Francisco and has bookable restaurants in more than 20 countries, including Australia, Canada, Germany, Ireland, Japan, Mexico, the Netherlands, Spain, United Kingdom and the United States. Restaurants are available for reservations in Dutch, English, French, German, Italian, Japanese, and Spanish languages.

Restaurant Services Manager

Reporting to the District Manager, you are responsible for the restaurant customer lifecycle with OpenTable. It begins with customizing and installing OpenTable followed by extensive training of restaurant staff. You are charged with improving customer happiness and driving deep utilization of OpenTable services and maintaining a high customer retention rate. Supporting restaurants increase their Internet inventory, participate fully in OpenTable promotions, utilize the marketing tools in the OpenTable system, and referring diners to the OpenTable website. You will also capture feedback from restaurants to suggest feature and functionality requirements for product upgrades.

This role requires up to 50% travel across your designated city. It also requires flexibility in regards to working hours (Mon-Fri).

Comprehensive training will be provided.

Responsibilities

• Perform all services for the installation of the OpenTable software system at the restaurant including customizing the product according to the individual needs of the restaurant
• Provide initial and follow-up training to restaurant staff on the use of OpenTable assist restaurant management with the configuration to optimize reservation flow
• Complete detailed report templates on the installation for Technical Support staff at OpenTable
• Work to place OpenTable reservation links on customer restaurant web sites
• Act as an advocate for restaurant customers, resolving cross-functional issues
• Act as the high-level point of contact for restaurant customer concerns
• Work with the Marketing team to help design and execute restaurant specific marketing programs and drive participation in promotional programs
• Gather product requests and collaborate with product organization to prioritize
• Lead restaurant retention rate; aid in the re-signing of customers with expired contracts

About You:

Technical and excellent listening skills are something you possess. You are a good listener, capable of understanding client issues, and translating them into an appropriate solution. You will also be an influencer and will have robust training skills in order to educate the client on OpenTable products and services. You will also have the following skills:

• Account management or equivalent experience in a restaurant/hospitality environment; validated customer service skills
• Deep expertise in restaurant operations and management experience working in the city restaurant market.
• Validated ability to work across many departments to take on problems and achieve results
• Confident in the delivery of training and speaking in front of groups
• Excellent social and planning skills: task prioritization, effective time management
• Strong writing, presentation and interpersonal skills
• Analytical skills used for making and supporting business decisions
• Knowledge of Microsoft Windows, Office, internet, basic web design or html is a plus
• Valid driving license and transportation (all business related travel expenses reimbursed)
• Appropriate working in an unstructured and forward-thinking environment
• College degree preferred

About the team

OpenTable’s global Sales and Restaurant Relations teams show dedication to improving restaurants’ revenue potential by utilizing best in brand front-of-house management and online reservation technology. We are committed to helping our customers get the most out of our products, and we’re looking for strategic-minded, willing to take action, and results-minded customer advocates to join us. You will work with a team of intelligent, passionate, and enthusiastic individuals who are intent on ensuring our restaurant customers’ success and our dining customers’ enjoyment.

What’s Next?

This is a full time, exempt position, based in [location].

OpenTable is proud to be an Equal Employment Opportunity and Affirmative Action Employer M/F/D/V.

If you're passionate about joining the OpenTable team and believe this is the role for you, please apply via our website at www.OpenTable.com/careers .

As an employee of OpenTable, you will be part of a global network that includes OpenTable and KAYAK's portfolio of metasearch brands including momondo, Cheapflights, Swoodoo, checkfelix and Mundi. Many employees are dedicated to one brand, but we all have the benefit of using each other’s strengths and insights. Together, we’re able to help people experience the world through dining and travel.

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