Job Description
Onboarding Specialist
Location : Manila, Philippines
About OpenTable:
With millions of diners, tens of thousands of restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.
Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.
About the role:
The Onboarding Specialist (OBS) is responsible for the successful onboarding of our restaurant partners. Using a consultative approach, the OBS will configure, coordinate and deliver training to key staff on our Core, Pro, Basic and additional products. The Onboarding team is 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 is 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.
Responsibilities:
Enthusiastically contact our restaurants and guide them through the onboarding process
Work with our restaurant partners to configure the OpenTable system to their needs
Deliver on-site training to some, but not all, restaurants in Manila
Deliver zoom based training to restaurants in the entire APAC region
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 Onboarding 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 Onboarding 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
Works closely with OpenTable’s Sales, Customer Success, Customer Support and Billing teams to eliminate customer pain points.
Required:
Fluent English and comfortable to train and converse with restaurants in English.
Ability to travel easily in the Manila metropolitan area
Working laptop (MAC or PC)
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 ethical 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
University degree preferred
Excellent organization, documentation and time management skills
Benefits:
Benefits of this role will be discussed during the interview process.
Work Environment & Flexibility
At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.
Inclusion
We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we’re building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.
If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.
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