Restaurant Reservations: The Pros and Cons of Open Table

Summary

In this episode of 'Restaurant Punk,' the hosts discuss the importance of using OpenTable for restaurant reservations and the significance of acknowledging special events like birthdays and anniversaries. They share insights on how restaurant staff should handle notes left by guests, especially regarding date nights and personal celebrations. While acknowledging these occasions is crucial for customer satisfaction, the hosts emphasize the need for a personal touch rather than automated gestures. The conversation also touches on the benefits of OpenTable for both restaurants and guests, highlighting its role in efficiency and customer connection.

Takeaways

• 😀 OpenTable is an online reservation system that allows guests to book tables and leave special notes, such as birthday, anniversary, or dietary preferences.
• 😀 Restaurants are charged a small fee by OpenTable, typically $1 per reservation or per person, depending on the type of booking.
• 😀 It's important for restaurant staff to acknowledge special occasions like birthdays or anniversaries, even if there are no extravagant giveaways like at chain restaurants.
• 😀 Servers should use the notes in OpenTable reservations to connect with guests, for example, by acknowledging a birthday or anniversary at the table.
• 😀 OpenTable allows guests to specify various preferences or events, like a date night, but this doesn't mean they expect special treatment or free items.
• 😀 Not all servers may be aware of OpenTable's features, including icons for special occasions like birthdays or date nights.
• 😀 Some customers may expect something extra for marking events like birthdays or anniversaries on OpenTable, but it's crucial to avoid promoting this as a freebie culture.
• 😀 New restaurant staff may need to be trained on OpenTable's full capabilities, such as managing special notes and handling customer information.
• 😀 OpenTable can help mitigate no-show situations by charging a reservation fee or holding credit card information for bookings.
• 😀 It's recommended for guests to communicate special requests directly to the server instead of relying on OpenTable for acknowledgment of date nights or anniversaries.

Q & A

What is OpenTable and how does it benefit restaurants?

OpenTable is an online reservation system that allows customers to book tables at restaurants, leave reviews, and track various preferences like birthdays or anniversaries. It helps restaurants streamline reservations, improve customer service, and manage bookings more efficiently.

Why is it important for restaurant staff to acknowledge reservations with special notes, like birthdays or anniversaries?

Acknowledging special notes in reservations shows guests that the restaurant values their occasion. It enhances the dining experience by making the guest feel recognized and appreciated, even if no physical gift (like free desserts) is involved.

What is the main challenge with training new staff to handle OpenTable reservations effectively?

New staff may struggle to understand the nuances of OpenTable, such as the importance of special notes or how to manage customer expectations for birthdays, anniversaries, and other special occasions. Ensuring they are comfortable with the system and how to handle reservations is crucial.

How do OpenTable charges affect restaurant operations?

OpenTable charges restaurants $1 per reservation. This can add up quickly, especially on busy nights, but it provides a valuable service by helping restaurants manage bookings and customer preferences more efficiently.

What is the significance of OpenTable icons like 'date night' and 'birthday' for restaurant staff?

These icons indicate special occasions, allowing staff to make personalized connections with guests. For example, acknowledging a birthday or a date night can improve the guest experience, making them feel valued without necessarily offering free items.

What was the reaction to a customer review mentioning that their birthday wasn't acknowledged despite the reservation note?

The review prompted the restaurant owner to emphasize to the staff the importance of acknowledging special occasions like birthdays, especially when noted in reservations. The owner recognized that it was a missed opportunity to connect with the guest.

What does the owner suggest about handling special occasions like birthdays or anniversaries in the restaurant?

The owner suggests that, while the restaurant does not give free desserts or sing happy birthday like chain restaurants, servers should at least acknowledge these occasions as a conversation starter, showing attention to detail and enhancing the guest experience.

How does OpenTable help restaurants manage no-shows or last-minute cancellations?

OpenTable allows restaurants to manage reservations with credit card holds and cancellation policies. If a guest no-shows or cancels last minute, restaurants can still recoup some costs, making it a useful tool in minimizing revenue loss due to cancellations.

What do the staff members need to know about filling out OpenTable reservations?

Staff should be familiar with filling out reservation details on OpenTable, including guest information, reservation notes, and special requests. Everyone on the team should be comfortable using the system to ensure smooth service, even if they are not the lead server.

How does the OpenTable system handle information like credit card details for reservations?

OpenTable allows restaurants to collect credit card information for reservations, which is useful for managing large parties or ensuring that guests follow through with their bookings. However, mistakes can happen, as seen when a reservation did not transfer the credit card info properly.