tier i support_day1_5 joe shen reviewed

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OpenTable Tier 1 Support Training Manual 1 Day 1 – Overview of OpenTable and standards on customer care Plan for the day Topic Overview Overview of OpenTable Aspects Covered Introduction to OpenTable as a Company 45 mins How OpenTable works 45 mins OpenTable Acronyms 1 hour Restaurant Jargons 1 hour OpenTable Products Introduction 2 hours Assignment / Activity Outcome At the end of the day, the trainee should be aware of OpenTable as an Organization, as a product and the standards that are used to ensure utmost customer satisfaction. Core Knowledge – What is OpenTable? What is OpenTable? Page | 1

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Page 1: Tier i support_day1_5 joe shen reviewed

OpenTable Tier 1 Support Training Manual

1 Day 1 – Overview of OpenTable and standards on customer care

Plan for the day

Topic Overview Overview of OpenTableAspects Covered Introduction to OpenTable as a Company 45 mins

How OpenTable works 45 minsOpenTable Acronyms 1 hourRestaurant Jargons 1 hourOpenTable Products Introduction 2 hoursAssignment / Activity

Outcome At the end of the day, the trainee should be aware of OpenTable as an Organization, as a product and the standards that are used to ensure utmost customer satisfaction.

Core Knowledge – What is OpenTable?

What is OpenTable?

OpenTable (http://www.opentable.com) is the leading provider of free, real-time online restaurant reservations for diners, and reservation and guest management solutions for restaurants. Not only does this help diners reserve a table for a fine dining experience, but it also enables restaurants to manage their reservation book, streamline their operations and enhance their service levels.

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Tier 1 Support Training

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The company is headquartered in San Francisco, California, and the OpenTable service is available throughout the United States, as well as in Canada, the United Kingdom, Japan, Mexico, and parts of Europe.

OpenTable has more than 31,000 restaurant customers, and since its inception in 1998, has seated more than 575 million diners around the world.

OpenTable is also a proud supporter of Share Our Strength’s No Kid Hungry program, which is working to end childhood hunger in America by ensuring that all children get the healthy food they need, every day.

How did OpenTable come into being?

OpenTable was founded in 1998 by Chuck Templeton, a former marketer who observed the difficulty his wife faced while trying to book a dinner reservation by phone. It took his wife 3.5 hours to book a reservation that night, and Chuck came away with the idea to build a website that could hook up to back-end restaurant reservation terminals. At the time, restaurant reservation terminals didn’t really exist, so Chuck decided to build that too.

Today, OpenTable is 700 people strong and headquartered in San Francisco, CA. The company is lead by Matt Roberts, CEO, with offices and teams all over the globe. The company trades on the NASDAQ under the symbol “OPEN.”

Foodspotting, an app for finding and sharing food photos, and Rezbook, a reservation management system for restaurants formerly owned and operated by Urbanspoon, are also part of the OpenTable family.

OpenTable has nearly 600 partners, including Bing, Facebook, Google, TripAdvisor, Urbanspoon, Yahoo!, Yelp, and Zagat. In aggregate, partners account for 5 to 10 percent of diners seated each month via OpenTable.

OpenTable went public on May 21, 2009 and is traded on NASDAQ under the symbol OPEN.

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Who are OpenTable’s Customers?

Both, restaurants and diners are OpenTable customers.

OpenTable caters to all types of restaurants, right from the small, family-owned restaurants to fine-dining restaurants as well as large restaurant groups.

Some notable restaurants that OpenTable caters to are –Ruth’s Chris Steak HouseGordon RamsayThe French LaundryColicchio & SonsThe Gramercy TavernMorton’s Steakhouse

OpenTable also services a varied range of diners – from casual diners to value-driven diners and even VIP diners.

How does OpenTable work?

Restaurants purchase one of our restaurant products (hardware & / or software)

OpenTable sends an employee out to the restaurant’s location to get the system installed and the restaurant trained on how to use.

Once installed, the restaurant’s profile is added to the OpenTable Network (website).

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OpenTable.com

Diners

Hosts

WaitersKitchens

Owners

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Diners can book at participating restaurants using www.opentable.com, or through iOS or Android applications.

Restaurants can also deploy a widget to their website that allows diners to book reservations from their website via the OpenTable software.

Restaurants are charged a subscription for the cost of the software, and then are billed on a per-cover basis

Trivia / Fun facts

26% of reservations made online are done between 10pm and 9am, when most restaurants are closed35% of bookers dine out at least once a week in white-tablecloth restaurants81% of bookers dine out at least once a monthAverage age: 42Average household income: $122,000Peak reservation making time is approx 12pm-1pm… exactly the time a restaurant is least likely wanting to be contacted by guests (lunchtime rush, etc.)Non-OT average no-show rate: 15% || OpenTable’s no-show rate: 5%

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Core Knowledge – Some Acronymns to get familiar

ERB Electronic Reservation Book EU European UnionBS Back Soon FRN False Reserve NowIBMOI Inbound Tier 1 call OBMOI Outbound Tier 1 callPOC Point of Contact OTA OpenTable AnywhereOTD OpenTable Desktop OTC OpenTable ConnectROC Restaurant Owned Computer RID Restaurant IDCRM Account Manager OT OpenTableOTR OT Restaurant Center Reso ReservationResto Restaurant PD Private DiningPOP Placement Offer Performance/

1000 point reservationBSOD Blue Screen of Death

LVM Left voicemail LM Left messageVM Voicemail NIC Network Interface CardPFIP/PuIP Public-Facing IP PC Power-cycle or

Project CoordinatorPF Port Forwarding US United StatesUN Username PSW PasswordPOS Point of Sale ROMS Restaurant Operations

Management SystemCHARMS Customer Help And Restaurant

Management SiteT/S or TS Troubleshoot

TSR Technical Support Representative OS Operating SystemSR Service Request TTI TopTable IntegrationTTC TopTable Connect FOS Field Operations SpecialistWAN Wide Area Network LAN Local Area NetworkWO Work Order SN Serial NumberNRE Non-returned Equipment KB KeyboardHW Hardware GB GuestBridgeePO ePolicy Orchestrator (McAfee) ELO ELO MonitorDOL Decline Online DOL w/ or

Decline Online w/ Conn.

DeclineOnline with Connectivity

DOL w/o orDecline Online w/o Conn.

Decline Online without Connectivity

DD Direct Debit

COO Change of Ownership Auth Authentication

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Core Knowledge – OpenTable Jargon

ToolsROMSSalesforce/SFDCCHARMRAT ToolSupport Tool

Restaurant Operations Management SystemThe replacement for ROMSCustomer Help And Restaurant Management SiteRemote Access Tool – uses VNC on port 6320VNC client authorized by the caller – requires a support ID

OT StaffROSPCAM or CRACR-OpsCRMPIC

Restaurant Operations Specialist – an OpenTable position, fka FOSProject Coordinator – an OpenTable positionAccount Manager or Client Relations Associate – an OpenTable positionClient Relations Operations Manager – an Opentable positionClient Relations Manager – a former Opentable positionPost Install Coordinator – an Opentable positionProject Coordinator – an OpenTable positionAccount Manager or Client Relations Associate – an OpenTable positionClient Relations Operations Manager – an Opentable positionClient Relations Manager – a former Opentable position

OT ProductsERBOTAOTDOTCERBMailFlexSlot

Electronic Reservation Book – the OpenTable serverOpenTable AnywhereOpenTable DesktopOpenTable Connect/ConsoleMail sent from the Electronic Reservation Book using the ERBMail system.A system of taking reservations in which the ERB determines availability.A system of taking reservations in which the restaurant determines exact availability.

Some MoreLockout Locking a customer out of their ERB – typically done because of non-paymentBack Soon Our website cannot communicate to an ERB – the ERB cannot call outFalse Reserve Now An ERB can send data to our website, but the website cannot send data back

to the ERBTI / Temp Inactive State we place restaurants in when they will not be able to be online for some

period of time.RID Restaurant ID – used to ID restaurants in ROMSROD Restaurant Owned ComputerOTL, OTM, OTN Windows services used by the OpenTable software.

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Restref An OpenTable booking link used on the restaurant’s own website.CC admin Credit card administrator for the Braintree account.S/R or SR Support Request in ROMSCase Support Request in SalesforceReso ReservationResto RestaurantC-sat Customer SatisfactionCOO Change of OwnershipPRP / Package Return Program

Refers to red labels we include in shipped computers so that restaurants can return the defective computers to us. PRP is a Fedex Ground program.

NIS No input signal – a sign that the computer is off, but monitor is onDmarc or MPOE Demarcation point or Main Point of Entry – the point in the telco network

where telephone company owned equipment ends, and customer owned equipment begins. Also referred to as an MPOE (Main Point of Entry)

CPE / Customer Premise Equipment

Refers to telco or networking equipment owned by a customer (versus a telco provider)

ILEC / CLEC Incumbent Local Exchange Carrier / Competitive Local Exchange Carrier

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Core Knowledge – Restaurant Jargons

Areas in a RestaurantFront of the House Any part of the restaurant from the kitchen doors to the lobby. Any

area a customer might normally seeBack of the House All parts of the restaurant behind the kitchen doors.Line Area in a kitchen where the food is preparedStation / Section A group of tables assigned to a server/busser, usually numberedThe Floor Any public area of the restaurantWindow Area where food is passed from the kitchen to the wait staff

Table SizesDeuce / 2-top A table or party of two4-top A table or party of four8-top A table or party of eight

Restaurant StaffExecutive Chef The top chef – in small restaurants may be a “chef/owner”Head Chef Reports to Executive Chef and is typically in charge of the

day-to-day operations of the kitchenSous Chef Sous means under, the chef under the head and executive; an

understudy, usually the chef at the restaurant preparing the food for the rest of the day

Maitre d’ The host or hostess (Often a supervisor of other hosts)Sommelier A wine expert who assist guests in selecting an appropriate

wine

CustomersGuest Management-speak for a “customer”Cover A person seated at a tableJoiner Person(s) who arrive after a party has been seatedCamper Party that stays at a table for a long time (aka KOA)No Call/No Show A party that does not show up and does not call to cancelParty A group of people at a tableVIP Very Important Person

Tulip / TC Difficult customer

Miscellaneous

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86’d Refusing service to a customerOff The Wait The moment when the last party on the waiting list for tables is sat.

Usually announced by a FOH manager to the kitchen by shouting, “We’re off the wait!”

Quote The length of time being told that the next available table will be available. “What’s the quote?” “15 min”

Reso A ReservationCover A person sitting at a tableSat/Seat Instance of bringing a party to a topComp Giving something for free (short for compensation)Buy-Out A ReservationCover When part or all of the restaurant is reserved for a private partyDouble-Seat Seating two parties concurrently to a single serverDown An instance of being sat. “I have a new down on table 3.” Or “I just

got 5 new downs.”In the Weeds Extremely busyTurn One cycle of seating, serving and clearing a party at a table. “I’ve only

had 2 turns on that table.”Turn & Burn Turn a table quickly (usually because there is a long waiting list for

tables).Turn Time The length of time it takes a party to dine; standard industry turn

times are 1 ½ hours for a 2-top, 2 hours for a 4-top, and 2.5 hours for a 6-top or larger.

Upsell Suggest a higher priced item. “I’d like a Gin & Tonic, please.” “Tanqueray?”

Alley Rally / Pre-shift / Curtain Call

A pre-shift meeting, usually with FOH staff

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Core Knowledge – OpenTable Product Overview

OpenTable is not just a software, it is a partner to our Restaurants and is a resource for our diners.

Satisfied diners as well as satisfied restaurants play a key role in making us a success.

Satisfied diners seek more restaurants, and satisfied restaurants seek more diners. Each views OpenTable through the eyes of their own unique set of products designed to enhance the user experience. Diners recognize the OpenTable brand from our website and consumer apps, as well as our branding on partner restaurant and review sites and our gifts product, all of which are designed to greatly enhance their dining experience from discovery through follow up.

Restaurants mostly associate the OpenTable brand with our variety of products used to deliver reservations and valuable diners from our network, also designed to enhance the diner experience by delivering tools to hand the diner experience to the host and staff.

Below is a quick overview of the products that OpenTable offers its customers. (Details of each product are available later in the chapter).

Restaurants’ Products

Electronic Reservation Book (ERB) Flagship product, used by 22,000+ restaurantsCombination of hardware (physical computer server) and software. The hardware is either leased to restaurants (the majority of the time), or they purchase it outright.Must be installed at the restaurant by an OpenTable employeeNOT A WEB BASED PRODUCT - Functional without internet.

ERB Companion Products OpenTable Anywhere, OpenTable Desktop, and Launcher are companions to the ERB that allows users to access their ERB from almost any computer inside or outside of the restaurant. The

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Restaurants

ERB ERB companions

OpenTable Connect

OT Concierge

Restaurant Center Rezbook GuestBridge Guest

Center

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web-based application that connects the customer directly to the ERB, with all of the same functionality as the computer at the host stand.Manager for iPad allows the customer to manage their ERB with limited functionality from their iPad either within the restaurant, or outside.Remote Manager is a web-based tool that allows a user to access their ERB with limited functionality from any device with access to the internet.OT DesktopFishBowl

OpenTable Connect (web-based) Lightweight, web-based productAllows restaurants to accept online reservations and placement in the OpenTable networkLimited functionality compared to the ERB

OT Concierge Online restaurant reservation tool designed by and for hotel concierges. Special version of www.opentable.comAn OTConcierge account allows users the ability to make an unlimited number of reservations at the reservation time (this ability is limited for general diner accounts).

Restaurant Center (www.otrestaurant.com - connect/ERB/GC) Website where restaurants control their profiles on the OpenTable network, as well as set up marketing campaigns (POP, specials, etc.)Where restaurants can view their cover reports & billing statementsWhere they can access community and sign up for live training seminarsAvailable for all ERB, OT Connect, and GuestCenter customersNot available for Rezbook customers

Rezbook Acquired from UrbanSpoon in August 2013Web-based reservation system for restaurants. Diner reservations are only accepted through UrbanSpoon

GuestBridge Acquired in 2009. Used to be a competitor of the ERB, but did not focus as much on the online diner network.Still offered online reservations, but primarily from the restaurant’s website.99% of the time uses restaurant owned hardware.Multiple add-on features such as a call center interface, integration with loyalty programs, caller ID, etc.All new GuestBridge customers are on the OpenTable network (searchable on OpenTable.com)Legacy customers have the option to be on the OpenTable network, but are not required.

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Frequently, the server is a remote computer or server, and the restaurant access is through a client license.

Guest Center Brand new product that utilizes an iPad App + web-based management componentis still in betaWill eventually replace ERB and all companion productsRestaurants generally supply their own iPadiPad App + web-based management component

Diners’ Products

OpenTable.com (Discover Restaurants / Book a Reservation) Also known as the OpenTable networkPlace where diners go to search for and discover restaurants and make restaurant reservations

OpenTable Gifts Gift cards available for purchase by dinersAccepted only at certain OpenTable restaurants (see: https://gifts.opentable.com/)Gift cards where the Giftee chooses where they want to eat must be activated before use (activated thru website)Gift cards where the Gifter pre-selects the restaurant are already activated

iOS App iPhone, iPad, iPod Touch applicationAllows diners to easily search, book, or cancel reservations through the OpenTable network

Android App Allows diners to easily search, book, or cancel reservations through the OpenTable network

Foodspotting iOS & Android application that allows users to find and share great dishes through photos (http://www.foodspotting.com/)

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Diners

OpenTable.com

OpenTable Gifts iOS App Android

AppFood-

spottingRestaurant

Reviews Payments

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Foodspotting photos are often integrated into the wider OpenTable network

Restaurant Reviews Once a diner has completed their reservation (e.g. by eating at the restaurant), OpenTable will email them and invite them to write a review.Reviews that are not in line with our review guidelines will be removed. (Guidelines: http://www.opentable.com/info/opentable-user-reviews-guidelines.aspx)

Payments New product, currently in a limited betaWhen enabled, this product will allow diners to pay their checks through the OpenTable app without having to wait for a server to process the bill

Assignment / Review

1. Who are OpenTable customers?2. Name and describe 3 OpenTable products.3. Quick questions on Jargon and abbreviations.

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