Onboarding Specialist at OpenTable

<p><strong>Onboarding Specialist&nbsp;</strong></p> <p>Location : Manila, Philippines</p> <p><strong>About OpenTable:</strong></p> <p>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.&nbsp;</p> <p>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.</p> <p><strong>About the role:</strong></p> <p>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.</p> <p><strong>Responsibilities:</strong></p> <ul> <li> <p>Enthusiastically contact our restaurants and guide them through the onboarding process</p> </li> <li> <p>Work with our restaurant partners to configure the OpenTable system to their needs</p> </li> <li> <p>Deliver on-site training to some, but not all, restaurants in Manila</p> </li> <li> <p>Deliver zoom based training to restaurants in the entire APAC region</p> </li> <li> <p>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</p> </li> <li> <p>Provide administrative and coordinator functions related to Global Onboarding program including scheduling training activities, content collection, and software implementations</p> </li> <li> <p>Work with restaurant staff and potential 3rd parties to deploy the OpenTable RestRef widget</p> </li> <li> <p>Work with internal partners to help develop and refine the Onboarding program</p> </li> <li> <p>Effectively handle a queue of restaurants to reduce time-to-onboarding</p> </li> <li> <p>Communicate status of tasks and the backlog to peers and a broader community</p> </li> <li> <p>Works closely with OpenTable's Sales, Customer Success, Customer Support and Billing teams to eliminate customer pain points.</p> </li> </ul> <p><strong>Required:</strong></p> <ul> <li> <p>Fluent English and comfortable to train and converse with restaurants in English.</p> </li> <li> <p>Ability to travel easily in the Manila metropolitan area</p> </li> <li> <p>Working laptop (MAC or PC)</p> </li> <li> <p>1+ years experience, preferably in a support, implementation or hospitality role</p> </li> <li> <p>Experience training non-technical customers on the use of software</p> </li> <li> <p>Understanding of restaurant operations a must with direct restaurant experience helpful</p> </li> <li> <p>Ability to make ethical decisions based on key facts in potentially ambiguous situations</p> </li> <li> <p>Proven ability to drive projects through to completion</p> </li> <li> <p>Ambitious to get things done with minimal supervision</p> </li> <li> <p>Good phone and tele-presence required for effective training and implementation</p> </li> <li> <p>University degree preferred</p> </li> <li> <p>Excellent organization, documentation and time management skills</p> </li> </ul> <p><strong>Benefits:</strong></p> <p>Benefits of this role will be discussed during the interview process.&nbsp;</p> <p><strong>Work Environment &amp; Flexibility</strong></p> <p>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.</p> <p><strong>Inclusion</strong></p> <p>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.</p> <p>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.</p> <p>#LI-MK1</p>