See how OpenTable gets restaurant groups like Rare Restaurants on the front foot and helps them manage multiple brands and branches to ensure everything runs smoothly across different locations.
See how OpenTable gets restaurant groups like Rare Restaurants on the front foot and helps them manage multiple brands and branches to ensure everything runs smoothly across different locations.
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Managing reservations at a fine-dining restaurant is hectic at the best of times, and that’s when only one location is involved. The Reservations Team at Rare Restaurants Group manage 19 sites across the popular Gaucho and M Restaurants brands. Gaucho, in particular, has cemented itself as part of the UK dining scene and its restaurants are widely regarded as some of the best steak spots around, while M continues to grow its reputation with diners.
With so many restaurants to keep track of across the UK, it’s vital that everything runs smoothly at each brand and location. Moreover, the restaurant management system implemented needs to be capable of making life easier for everyone involved while offering a fluid experience between restaurants.
That’s where OpenTable comes in. Rare Restaurants Group has used OpenTable for more than 15 years, first with its Gaucho branches and now with its M restaurants. We sat down with former Head of Reservations Afia Khatun* to learn more about how OpenTable’s platform helps the team manage multiple restaurants on a large scale.
The first Gaucho opened in London in 1994, bringing Argentinian prime cuts to the capital. It proved a success, and there are now 17 sites across the UK serving up the famed steaks, including locations in popular neighbourhoods like Hampstead, Canary Wharf and Tower Bridge in London, as well as branches in Birmingham, Manchester, Leeds and Scotland.
M Restaurants have grown over the years too, thanks to unique experiences like the Wagyu Experience Menu, a unique tasting experience with award-winning cuts of Wagyu beef. So far, M has 2 sites – Canary Wharf and Threadneedle Street – serving ethically-sourced ingredients cooked using modern international techniques to offer some of the world’s best beef cuts.
| Restaurant name: |
| Type of restaurant: |
| Locations: |
| Year founded: |
Managing reservations at a fine-dining restaurant is hectic at the best of times, and that’s when only one location is involved. The Reservations Team at Rare Restaurants Group manage 20 sites across the popular Gaucho and M Restaurants brands. Gaucho, in particular, has cemented itself as part of the UK dining scene and its restaurants are widely regarded as some of the best steak spots around, while M continues to grow its reputation with diners.
With so many restaurants to keep track of across the UK, it’s vital that everything runs smoothly at each brand and location. Moreover, the restaurant management system implemented needs to be capable of making life easier for everyone involved while offering a fluid experience between restaurants.
That’s where OpenTable comes in. Rare Restaurants Group has used OpenTable for more than 15 years, first with its Gaucho branches and now with its M restaurants. We sat down with former Head of Reservations Afia Khatun* to learn more about how OpenTable’s platform helps the team manage multiple restaurants on a large scale.
The first Gaucho opened in London in 1994, bringing Argentinian prime cuts to the capital. It proved a success, and there are now 17 sites across the UK serving up the famed steaks, including locations in popular neighbourhoods like Hampstead, Canary Wharf and Tower Bridge in London, as well as branches in Birmingham, Manchester, Leeds and Scotland.
M Restaurants have grown over the years too, thanks to unique experiences like the Six Legged Brunch, where diners are encouraged to bring their pets. While the concept isn’t entirely new, it’s hard to beat M’s interpretation, which offers dogs a literal seat at the table with their owners. So far, M has three sites – Victoria, Canary Wharf and The City – serving ethically-sourced ingredients cooked using modern international techniques to offer some of the world’s best beef cuts.
Rare Restaurants has used OpenTable to manage its locations for 15 years, which only highlights the strength of the relationship. As well as using a platform that meets each restaurant’s needs, a good relationship between the team and account manager is important for a sustained relationship.
Afia noted the excellent customer service provided by the account managers, who have helped ensure that Rare uses the platform to its full capacity across each site. She said, “they’re quick to respond and provide the team with any information we need.”
Restaurant life is full-on, from overseeing the kitchen to managing the tables – and that’s true even for one location only. Time it by 20, and you’ve quite literally got many plates to spin. Currently, there are 17 Gauchos, three M Restaurants and two more spots opening before the end of the year.
When it comes to the day-to-day challenges of managing so many restaurants, Afia said, “There’s plenty going on with so many locations to keep on top of. That’s where OpenTable is helpful, as it lets us set rules, so everything runs smoothly.
“We set the restaurants up specifically where we use table control rules. At Rare Restaurants, we use Flow Control rules in planning, too. So we have rules and so forth that we use, but they release themselves automatically. That way, we’re not in danger of displacing any bookings. Ultimately, these features in OpenTable mean we don’t have any challenges in terms of the way restaurants are configured to receive reservations.”
For Rare Restaurants, it’s also a significant selling point that people are familiar with OpenTable. “Everyone knows OpenTable and how it works,” Afia said. “Whether it’s customers booking their table or the staff who have used it here or in other restaurants. There’s that familiarity, which means most people pick it up quite quickly.
“When you’ve got multiple team members using it across so many locations, it helps to know that most of them already have some experience with it.”
Rare Restaurants has used OpenTable to manage its locations for 15 years, which only highlights the strength of the relationship. As well as using a platform that meets each restaurant’s needs, a good relationship between the team and account manager is important for a sustained relationship.
Afia noted the excellent customer service provided by the account managers, who have helped ensure that Rare uses the platform to its full capacity across each site. She said, “they’re quick to respond and provide the team with any information we need.”
Restaurant life is full-on, from overseeing the kitchen to managing the tables – and that’s true even for one location only. Time it by 20, and you’ve quite literally got many plates to spin. Currently, there are 17 Gauchos, three M Restaurants and two more spots opening before the end of the year.
When it comes to the day-to-day challenges of managing so many restaurants, Afia said, “There’s plenty going on with so many locations to keep on top of. That’s where OpenTable is helpful, as it lets us set rules, so everything runs smoothly.
“We set the restaurants up specifically where we use table control rules. At Rare Restaurants, we use Flow Control rules in planning, too. So we have rules and so forth that we use, but they release themselves automatically. That way, we’re not in danger of displacing any bookings. Ultimately, these features in OpenTable mean we don’t have any challenges in terms of the way restaurants are configured to receive reservations.”
For Rare Restaurants, it’s also a significant selling point that people are familiar with OpenTable. “Everyone knows OpenTable and how it works,” Afia said. “Whether it’s customers booking their table or the staff who have used it here or in other restaurants. There’s that familiarity, which means most people pick it up quite quickly.
“When you’ve got multiple team members using it across so many locations, it helps to know that most of them already have some experience with it.”
Afia Khatun*, Former Head of Reservations
Rare Restaurants Group
Customer familiarity is a significant plus point for Rare Restaurants. Counting on one of the largest Diner Networks makes the team’s job easier because “no one beats its reach’, Afia said. “Diners come to OpenTable to book their restaurant, and using features like Boost Campaigns mean we’re likely to see better results.”
Beyond the boost, Rare Restaurants also uses Experiences across sites to provide guests with unique meal moments. “We can offer a variety of set menus and even spread experiences to different sections of the restaurant, such as indoor and outdoor dining. The ability to do this means we can give guests a more personalised experience dependent on the location they visit.”
When it comes to using OpenTable across all the different locations, Rare Restaurants see the benefits of having control over the seating arrangements. Being able to manage table layouts and customise floor plans is vital when each spot has its own identity.
It’s apparent from talking to Rare Restaurants that OpenTable is a handy booking system for Restaurant Groups with multiple locations. The ability to have clear oversight across brands and sites while being able to customise seating for each one is a significant plus point for ensuring all locations remain distinct while still having synergy.
So far, Rare Restaurants is on track to get the most out of the system while seeing its brand grow further and delight diners across the UK.
*formerly employed by Rare Restaurants as Head of Reservations at the time this article was drafted
Customer familiarity is a significant plus point for Rare Restaurants. Counting on one of the largest Diner Networks makes the team’s job easier because “no one beats its reach’, Afia said. “Diners come to OpenTable to book their restaurant, and using features like Boost Campaigns mean we’re likely to see better results.”
Beyond the boost, Rare Restaurants also uses Experiences across sites to provide guests with unique meal moments. “We can offer a variety of set menus and even spread experiences to different sections of the restaurant, such as indoor and outdoor dining. The ability to do this means we can give guests a more personalised experience dependent on the location they visit.”
When it comes to using OpenTable across all the different locations, Rare Restaurants see the benefits of having control over the seating arrangements. Being able to manage table layouts and customise floor plans is vital when each spot has its own identity.
It’s apparent from talking to Rare Restaurants that OpenTable is a handy booking system for Restaurant Groups with multiple locations. The ability to have clear oversight across brands and sites while being able to customise seating for each one is a significant plus point for ensuring all locations remain distinct while still having synergy.
So far, Rare Restaurants is on track to get the most out of the system while seeing its brand grow further and delight diners across the UK.
*formerly employed by Rare Restaurants as Head of Reservations at the time this article was drafted
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