OpenTable’s role in this Mexican restaurant’s guest-centric approach

Hampstead Road is a relatively unassuming street in Camden. It features a supermarket chain and a mix of apartment blocks. Yet, one place distinctly stands out. Mestizo is a family-run Mexican restaurant teeming with life – the sort of place where you can feel the energy long before you walk through its doors.

People come from all over to experience authentic Mexican culture and local dishes. Regulars even include the likes of actors Salma Hayek and Robert Pattinson; the former has even chimed in with some free marketing thanks to her love for Mestizo and its mantra of treating every guest like family.

Indeed, its popularity has reached such heights that another spot recently emerged in Chelsea, one of London’s prime postcodes. Run by Alexis Sanchez, who oversees the customer experience at the Chelsea location, Mestizo aims to foster a family feel among guests. He uses OpenTable Pro to ensure personalisation is at the heart and soul of the dining experience.

The family affair that never stops

After speaking with Alexis, it’s clear that he eats, sleeps and breathes Mestizo. His parents first opened the Camden spot in 2004, and everything is still kept in the family. These days Alexis and his brother, Carlos, run both sites, with Alexis overseeing every aspect of the new Chelsea location, which opened its doors a little over a year ago.

Dividing his time between Mexico and London, Alexis takes a hands-on approach even when he’s thousands of miles away. “I’m essentially a bit of everything, including managing reservations, marketing the restaurant, overseeing menus and talking to customers to better understand their needs.

“Even at 9:30 a.m. in Mexico, I’m already on the phone talking to my brother about reservations, ensuring that every fine detail is combed over.”

Alexis goes as far as creating the playlists for the restaurants because he wants to ensure that Mestizo Chelsea has its own identity. “I’ll set the mood for each part of the experience depending on the time of day and whether people are primarily drinking or dining.”

No corner is left unturned, with Alexis focused on giving guests an authentic and personal experience.

Achieving personalisation with OpenTable

Chelsea and Camden use OpenTable, but Mestizo Chelsea takes advantage of OpenTable Pro thanks to its targeted marketing tools and data insights – particularly important elements when opening a restaurant in one of London’s most competitive neighbourhoods.

It also helps Alexis provide that all-important personal service. He says, “With OpenTable, I get to know the customer before they even arrive and can check their dining preferences so they have the best possible experience.”

Features like the 360 Guest Profile allow restaurants to get to know guests while Direct Messaging Activity Stream provides all the reservation details needed when reaching out to guests.

Having that interaction not only helps save time but also makes communication easier when Alexis spends half of the year in Mexico.

“I love that I can see a booking come in real-time and have the contact number of the guest. It means I can message them about benefits at the restaurant and provide pre-ordering options if they prefer. It makes my work so much easier”, Alexis says.