tier i support_day5_1

OpenTable Tier 1 Support Training Manual

1 Day 5 – Hardware, ROS, Remote Manager, OTC

Topic Overview Role of the RepresentativeAspects Covered OpenTable tools used by Tier I representatives

Escalation ManagementPerformance MeasurementsGetting Help from other OpenTable employees

Outcome By the end of the day they should have a good handle on what their day typically looks like, the different systems & why they’re used, when it’s necessary to escalate a case to Tier II, and how their performance will be measured.

Plan for the day

Topic TimeERB Hardware 1 hourCreating a ticket 0.5 hoursROS Overview 0.25 hoursProper Notes & Login Calls 1 hourHow To Handoff Tickets 0.5 hoursIPad App / Remote Manager 3 hoursOTC – OpenTable Connect - otconnect.com 3 hours

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Tier 1 Support Training


Core Knowledge – ERB Hardware

Before we delve into some sample installations and the hardware that is used, let us look at some terminology

Client / Server - Client/server describes the relationship between two computer programs in which one program, the client, makes a service request from another program, the server, which fulfills the request. Although the client/server idea can be used by programs within a single computer, it is a more important idea in a network. In a network, the client/server model provides a convenient way to interconnect programs that are distributed efficiently across different locations.Router - A router is a device that forwards data packets between computer networks. This creates an overlay internetwork, as a router is connected to two or more data lines from different networks.

Modem - A modem (modulator-demodulator) is a device or program that enables a computer to transmit data over, for example, telephone or cable lines.

Some of the hardware that is used by ERB is -Terminals (Servers/Clients)

Legacy Hardware – currently out in the field, but no longer deployed NIB (new in box).Dell GX-60POSIFLEX TP5815 Deployed in February 2005, ceased winter 2008. We have redeployed refurbished systems in 2009 ONLY for hardware swapsIBM S50 8086-A5U Deployed in fall 2004, ceased March 2006Lenovo M51 8104-BKU Deployed in 2006, ceased March 2007IBM x336 rack-mount Deployed winter 2006, ceased spring 2007Lenovo M55 Deployed spring 2007, ceased winter 2008Lenovo M57 6071 A3U initially for replacements only, but started being deployed for new installs September 2008, ceased March 2009POSIFLEX KS6615 Deployed in June 2008, ceased December 2008Lenovo A61e 6449-11G deployed in March 2008, ceased December 2008

Lenovo ThinkCentre M58 Eco 7637-W2N (currently being deployed)HP DC7900 (currently being deployed)IBM Rack Mount Server x3550 (recently discontinued / moving to virtual)

Model is offered, but primarily used within Ritz-Carlton properties

Touch Screen MonitorsLegacy Hardware – currently out in the field, but no longer deployed NIB (new in box).

G-Vision - 12.1” display, came with either easel or pedestal stand, and used for replacement only.

ELO

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Current vendor being deployed with desktop systems; Available ONLY with pedestal standStandard size is 15” screenOlder versions look similar to G-Vision; Also previously deployed with Dell terminals; Other large sizes (15”) were also deployed.

Chit PrinterLegacy Hardware – currently out in the field, but no longer deployed NIB (new in box).

Epson TM88III and POSIFLEX Aura 7000 – parallel onlyCitizen CT-S310 Thermal POS Printer – USB or parallel

Citizen CT-S310II Thermal POS Printer (currently being deployed)USB, cost - $299.00 USD, $375.00 CAD

Customer Supplied HardwareModemRouterInkjet printer (optional)

Samples of Restaurant setups

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Core Knowledge – Creating Hardware Ticket

Need details

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Core Knowledge – Restaurant Operations Specialist (ROS) Overview

Reporting to the Field Operations Manager (East, Central, or West), the Field (Restaurant) Operations Specialist assumes responsibility for performing both the technical and training related aspects of the product implementation process and continued support for all OpenTable products.

Responsibilities:Perform all services for a restaurant installation, including (but not limited to):

Ensuring restaurant site survey is complete and accurateImaging and prepping necessary hardware (i.e. Server, Client, router/hub)Building and configuring restaurant database to reflect specs from site surveyPackaging and shipping hardware and all necessary equipment needed for installationReviewing Site Survey Checklist with appropriate contacts at site before install (confirming date, times, completion of wiring/connectivity, etc.)Setting up hardware and any networking equipment needed for connectivityCompleting checkout call with Project Coordinator to test connectivity, port scans, and ability to make test web reservationsConducting user/manager training on the OpenTable system (approximately 3 hours per installation)Completing all necessary post-install admin tasks around documentation in Salesforce

Provide follow-up training and technical consulting to OpenTable system usersTroubleshoot with restaurant sites to solve any OpenTable system or Internet connectivity problemsConduct in-house training seminars for restaurant customersProvide feedback to Product Management for product enhancementsAct as a technical reference for the Sales and Client Relations teams

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Core Knowledge – Proper Notes & Login Calls

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Core Knowledge – How To Handoff Tickets

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Core Knowledge – IPad App / Remote Manager

Remote Manager - OTAPI portThis is an online snapshot of all reservations, available to those customers with the Standard Bundle or above. Note, this is not a full client license, and is simply a review screen. This gives managers who are remote unlimited access to see what is going on with reservations in their restaurant without the cost of having a full client license.

manage.opentable.com - mobile and desktopExplain what it is - Review of reservations and events for the evening.

Not an active full client license

Need more details

Manager for iPad - OTAPI PortThis is a software license designed to be downloaded from the Apple app store. It provides functionality to manage and make reservations, view existing reservations, manage tables, seat parties of all types (reservation, waitlist, walk-in), and manage a waitlist.

Layout, and functionality.Review limitations of this versus a full client license.

No admin features, assigning server sections, reports, etc.Designed to accompany the ERB, not replace it.

Some restaurants do have it in place of the ERB, but there are certain functions they will need to do at the ERB (usually in the office in this setup).

Discuss the Traffic map for both the API service and the OTA service.Port 6319 for the API and 61031, 61002 for OTA.Troubleshooting steps if a site is not able to connect to OTA or remote manager due to a connection error, telnet test their inbound public IP and port number. example xxx.xxx.xxx.xxx 6319 . Successful test will bring back a blank black screen. not successful return will give you a failed to connect message.

Note that OTA will not work when within the building, or accessing it outbound via the same public IP as the ERb is receiving inbound traffic.

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Need more details

Core Knowledge – OTC – OpenTable Connect - otconnect.com

Logging In1. Login to www.OTConnect.com using the credentials provided by the project coordinator.

2. Upon the first login, create a new password. The new password must contain at least eight characters and one number. After creating the new password, the system will ask you to re-login with the new password.

Editing your availability1. Each time you log in to your OpenTable Connect account, you will be directed to the Reservation

Dashboard where you can see an overview of the month’s shifts.

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2. The Monthly View of the Reservation Dashboard is also where you can see which shifts have reservations, as well as any shifts you have closed or locked.

Daily ViewThe Daily View is where you can view a list of the reservations that have been made for a given day. Reservations are displayed in the shift for which they were made.

Clicking on the reservation name will display the Reservation Details pop-up, where you can see reservation notes, phone number, & email (if customer opted to provide it). Changes to the time, date and party size for the reservation can be made through the Reservation Details pop-up.

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In the Reservation Details pop-up you can also Cancel or No-Show reservations. The No-Show button will remain inactive until the time of the reservation, at which point it will become active and you can use it to no-show reservations.

You have up to 48 hours after the reservation time to no-show a reservation or to change the party size to reflect the number of guests that actually arrived at your restaurant.

Making changes to shifts from the Daily ViewIn the Daily View, click Open, Close or Lock Shift at the bottom of each shift to modify that shift. Using these controls will only affect the shift you have selected and will not alter any other days. Closing a shift for instance will only close the shift for the modified day and will not apply to the same date in the future.

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You can also click the Modify Schedule button to make changes to your schedule, as well as adjust online availability. On days that have a modified schedule, the Modify Schedule button will have an orange background.

In the Modify Schedule menu, you can open or close shifts, change shift start or end times, and adjust the maximum number of covers available to be booked online. Similarly to making changes to shifts in the Daily View, changes made in the Modify Schedule Menu will only be applied to the selected day.

If you restaurant is closed for any reason, be sure to close that shift/day in the OpenTable Connect system. Failure to do so could result in one of your diners arriving to a closed door!

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Reporting – Reservation and CancellationsIn the Reservation & Cancellation section of the Reports menu, you can run reports on the number of reservations, cancellations and no-shows for a specific day or a date range.

Modifying OpenTable Connect SettingsThe settings for your OpenTable Connect account can be adjusted in the Settings menu.

Shift SetupThe Shift Setup menu is where you can make changes to your default schedule which will be applied to all future days. Set which shifts are open on which days of the week and when each shift starts or ends. This is also where you can set your pacing, which is the maximum number of covers available to be booked online per 15 or 30 minute period.

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AlertsSet up alerts to receive a text message and/or email notifications for new reservations or to receive summaries of upcoming reservations. You can also setup optional phone call alerts as a way of being notified of same day reservations. To configure text message alerts, check the Text Message box to open the configuration menu. You can enter up to five phone numbers to which text message alerts will be sent, simply click the Add Another Phone Number button to add more numbers.

To configure email alerts, check the Email box. You’re required to enter at least two email addresses to which alerts will be sent. NOTE: For both text message and email alerts, if on step 2 you choose any option other than “for all future days,” you’ll be required to receive summary alerts. Otherwise, the summaries are optional.

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To configure optional phone call alerts, check the Phone Call box to open the configuration menu. You can enter multiple phone numbers to which automated phone alerts will be sent and the Place Test Call button will let you test the phone numbers you’ve entered.

Holidays and ClosuresBy default OpenTable Connect comes preconfigured with major holidays closed. You can choose to set these holidays to open in order to take online reservation for those days.

Message CenterThe Message Center can be found at the bottom of each page of the OpenTable Connect website, and is where you will receive important messages and updates from OpenTable regarding your account and the OT Connect product. Under the Resources section, you’ll find links to valuable OpenTable resources.

Important Tips

Shift Times – If a lunch shift is offered, the times between 12:00 – 1:00pm must be available for online reservations. If a dinner shift is offered, the times between 6:00 – 8:00pm must be available for online reservations

Cancellations, No-Shows, and Party Size ChangesRestaurants must mark a reservation as cancelled or no-show or change the party size within 48 hours after the reservation day and time. After that, the diners are assumed to have been seated and honored the reservation.

Day of Week AvailabilityFor each shift that has been selected (breakfast, lunch, dinner), at least one day of the week must be open and available for online reservations

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Inventory AvailabilityEach open shift is set to accept up to 40 covers by default during the shift.

Maximum Party SizeEach restaurant is set to accept parties up to 20 people by default for any open shifts

Alert OptionsRestaurants can receive reservation alerts via text message or email. An alert will automatically be sent every time a reservation is made, changed, or cancelled.

Discussions / Role Play / Assignment

Listen to calls, have role play

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tier i support_day5_1

Technology

full client license

longer deployed nib

modify schedule button

modify schedule menu

opentable connect account

reservation details pop

text message

remote manager