Restaurant Services Manager

Job Description

The Role

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.

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 will eventually require 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

Required

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 OpenTable

OpenTable, part of Booking Holdings Inc. (NASDAQ: BKNG), is the world's leading provider of online restaurant reservations, seating more than 128 million diners per month via online bookings across approximately 52,000 restaurants.

Since its inception, OpenTable has seated more than 2 billion diners via online reservations, and seats more than 29 million diners via online reservations each month. The Company is headquartered in San Francisco, California, and the OpenTable service is available throughout the United States, as well as in Canada, Germany, Japan, Mexico, the UK and many more locations.

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!

Diversity and Inclusion at OpenTable/ KAYAK

We aspire to have a workplace that reflects all of the diverse communities we serve. We know that when we have diverse teams we produce more innovative ideas, products, services, and better business outcomes for our stakeholders.

OpenTable/KAYAK is proud to be an Equal Opportunity Employer and we welcome and encourage candidates from all backgrounds and experiences to apply for roles on our team. Whoever you are, just be you.

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