Onboarding Specialist

Full Time
Vancouver, BC
Posted Today
Job description

OpenTable, part of Booking Holdings (NASDAQ: BKNG), is the world's leading provider of online restaurant reservations, seating more than 21 million diners per month via online bookings across approximately 40,000 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. 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 manage their reservation book, streamline their operations, and enhance their service levels. Since its inception in 1998, OpenTable has seated more than 1 billion diners around the world. The Company is headquartered in San Francisco, California, and it has bookable restaurants in more than 20 countries, including Australia, Canada, Germany, Ireland, Japan, Mexico, United Kingdom and the United States.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Primarily responsible for the successful onboarding of our restaurant partners the OBS team configures our Basic, Core and Pro applications for restaurant use, customizes the software for each restaurant using a consultative approach, and delivers training to key staff. We are responsible for the end-to-end implementation of the onboarding process. We lead the restaurant from initial sale through configuration to initial training and go-live. All of this will be done remotely using various tools and procedures designed to guide the restaurant through the process. The OBS is part of a global team charged with setting each restaurant up for success with OpenTable. They will be measured on the speed, volume and quality of each implementation based on a set of goals and benchmarked against others in the team.

Please note this role is remote, but required to work standard business hours in the Hawaii-Aleutian Standard Time zone.

Key Responsibilities and Duties:

  • Enthusiastically contact our restaurants and guide them through the onboarding process

  • Work with our restaurant partners to configure the OpenTable system to their needs

  • Use phone and online tools to train key restaurant staff with an emphasis on specific ways the restaurant can use OpenTable to optimize their operations

  • Provide administrative and coordinator functions related to Global On-Boarding program including scheduling training activities, content collection, and software implementations

  • Work with restaurant staff and potential 3rd parties to deploy the OpenTable RestRef widget

  • Work with internal partners to help develop and refine the On-Boarding program

  • Effectively handle a queue of restaurants to reduce time-to-onboarding

  • Communicate status of tasks and the backlog to peers and a broader community


Experience and skills desired:

  • 1+ years experience, preferably in a support, implementation or hospitality role

  • Experience training non-technical customers on the use of software

  • Understanding of restaurant operations a must with direct restaurant experience helpful

  • Ability to make sound decisions based on key facts in potentially ambiguous situations

  • Proven ability to drive projects through to completion

  • Ambitious to get things done with minimal supervision

  • Good phone and tele-presence required for effective training and implementation

  • College degree preferred

  • Excellent organization, documentation and time management skills


Diversity and Inclusion

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 creative ideas, products, and better outcomes for our team members. 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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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