Using OpenTable to its full capacity
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.”
The challenge of running 20-plus restaurants
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.”