About Us

OpenTable is the world's leading provider of online restaurant reservations, seating approximately 21 million diners per month via online bookings across 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. Headquartered in San Francisco, California, we have team members in the United States, Canada, Germany, Japan, India, Mexico and the UK. 

About Our Role

Reporting to the District Director, the Restaurant Relations Manager (RRM) manages a portfolio of customers and assumes responsibility for the restaurant relationship after the sale and installation is completed. S/he is charged with maximizing customer satisfaction and driving deep utilization of OpenTable services and maintaining a high customer retention rate. S/he will encourage restaurants to increase their Internet inventory, participate fully in OpenTable promotions, utilize the marketing tools in the OpenTable system and refer diners to the OpenTable web site. The Restaurant Relations Manager will also gather feedback from restaurants to drive feature and functionality requirements for product upgrades. Candidate should expect up to 40% travel.

Responsibilities:

• Visit restaurant customers to train, educate, encourage and gather customer feedback.
• Drive participation in OpenTable promotional programs.
• Work to place OpenTable reservation links on customer restaurant web sites.
• Act as an advocate for restaurant customers, resolving cross-functional issues.
• Work with the Customer Support and Field Operations teams to escalate technical problems and enhance customer satisfaction.
• Work with Sales and Operations teams to formulate restaurant specific strategies to increase Internet reservation velocity and customer satisfaction.
• Act as the high-level point of escalation for restaurant customer concerns.
• Work with the Marketing team to help design and execute restaurant specific marketing programs.
• Manage restaurant retention rate; aid in the re-signing of customers with expired contracts.

About You

The right candidate will have excellent communication skills. S/he will be a good listener, capable of understanding client issues and translating them into an appropriate solution. S/he will be an influencer and will have robust training skills in order to educate the client on OpenTable products and services. They will also have the following:

• 4+ years account management or equivalent experience in a restaurant/hospitality environment.
• Deep knowledge of restaurant operations.
• Demonstrated client service bias.
• Proven ability to work across many departments to solve problems and achieve results.
• College degree preferred.
• Demonstrated success building and maintaining business/customer relationships.
• Analytical skills to make and support business decisions.
• Excellent organization and time management skills.
• OpenTable software and/or Guest Bridge experience a plus.
• Comfortable working in an unstructured and entrepreneurial environment.
• Valid driver's license and personal auto insurance required.

Consultative Meeting Approach: Builds rapport and establishes trust, asks questions to discover client business needs, applies product and market knowledge effectively, presents solutions that meet customer objectives, manages and documents sales process.

Judgment: Displays willingness to make decisions, exhibits sound and accurate judgment, supports and explains reasoning for decisions, includes appropriate people in decision-making process, makes timely decision.

Negotiation skills: Clarifies interests and positions of all parties, adjusts tactics to achieve desired results, manages conflict, manipulation and strong emotions, develops alternative options for mutual gain, builds consensus through give and take. 

Core Value Competencies

Customer First – Fosters trust and confidence with customers; Understands and determines current and future needs; Exceeds expectations; Monitors satisfaction; Looks for opportunities to improve service; Follows through; Solicits and applies feedback; Promotes customer focus; Builds/maintains positive relations

Collaboration and Teamwork - Demonstrates a commitment to team goals thru attitude, contribution & cooperation; willingness to participate in a team; Shares info; Exhibits objectivity & openness to others' views; Takes accountability for own actions; Puts success of team above own interest

Creativity and Innovation - Develops innovative approaches & ideas to achieve goals, Solve problems, improve performance; Receptive to new ideas, methods, technologies; Takes calculated risks to accomplish goals; Meets challenges w/ resourcefulness; Questions conventional methods.

Continuous Improvement - Pursues training & development; Strives to continuously build knowledge, skills & abilities; Seeks & applies feedback to improve performance; Demonstrates urgency/persistence to accomplish goals; Continually seeks to improve processes/products/services.

  Benefits 

OpenTable is excited to offer many benefits to its employees. Those listed below highlight what a high-performing Restaurant Relations Manager can expect!

• Opportunity for career advancement.
• Access to top chefs and restaurateurs in your market.
• Flexibility to work from your home office when not in the field.
• Comprehensive training at an individual, regional, and corporate level.
• Insight into best practices throughout the restaurant industry.
• Exposure to talented, seasoned business leaders.
• Invitation to OpenTable's annual sales conference.
• Participation in local restaurant events.
• Engage in a company culture that encourages work hard/play hard philosophy.
• Become part of an interesting and charismatic group of sales and account management professionals who love what they do.
• Laptop, iPad and cell phone allowance.
• Full-time, comprehensive benefits along with an annual base salary commensurate with experience.

What's Next?

This is a full time, exempt position. This position can be based in Denver.

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

If you're interested in joining the OpenTable team and believe this is the role for you, please apply via our website at www.OpenTable.com/info/jobs!

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