Onboarding Specialist

With millions of diners, 70,000+ 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. 

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.

Location: London
Work model: Hybrid (two days per week in the office)
Languages: Spanish and English (mandatory)
Reports to: Onboarding Supervisor or Onboarding Manager

Role summary

The Associate Onboarding Specialist supports the first stage of the OpenTable restaurant lifecycle. This role is the first point of contact for restaurants after the sale is complete and helps prepare each account for the appropriate onboarding experience.

Under structured guidance, the Associate Onboarding Specialist reviews and organizes account information, completes defined administrative and setup activities, collects initial customer information, supports initial configuration, and directs the account to the appropriate onboarding path. The role maintains accurate records and escalates questions or exceptions when additional support is needed.

The role succeeds through reliable execution, attention to detail, clear communication, timely escalation, and visible growth in product, process, and customer judgment.

What You’ll Do

• Review assigned account, sales, restaurant, and operating information using documented procedures.
• Complete defined administrative tasks that prepare the account for onboarding, including maintaining accurate ownership, attribution, notes, and records.
• Collect required customer information and initial assets using approved processes and communication standards.
• Support the initial profile and system configuration using approved tools and workflows.
• Help direct accounts to the appropriate onboarding experience based on documented guidance.
• Identify missing information, unclear expectations, or potential risks and escalate them appropriately.
• Maintain accurate Salesforce records, notes, tasks, milestones, and next actions.
• Prepare clear information for the Onboarding Specialist who receives the account.
• Communicate clearly and professionally with restaurant partners and internal teams.
• Complete required product, process, quality, and role training.
• Participate in coaching, calibration, shadowing, and quality-review activities.
• Use approved AI and automation tools responsibly to support productivity and work quality.

What You’ll Bring

• Strong organization, follow-through, and attention to detail.
• Clear written and verbal communication skills.
• Willingness to learn restaurant operations, OpenTable products, and customer lifecycle processes.
• Ability to follow a structured process while recognizing when information is incomplete or inconsistent.
• Comfort asking questions and escalating risk early.
• Basic ability to learn and use Salesforce, collaboration tools, spreadsheets, and approved AI tools.
• A customer-centered, inclusive, and team-oriented approach.
• Ability to manage a defined workload in a remote or distributed environment.

Qualifications

• Native level proficiency in Spanish and fluency in English 
• Experience in customer service, hospitality, restaurant operations, onboarding, implementation, account support, or a related operational environment; equivalent experience may be considered.
• Experience supporting software setup, customer onboarding, implementation, or technical troubleshooting.
• Demonstrated ability to manage detailed work accurately and meet agreed deadlines.
• Demonstrated ability to learn new systems, processes, and product concepts.
• Ideally direct restaurant or hospitality experience.
• Ideally Experience using Salesforce or another CRM, workflow, or case-management system.

How We’ll Measure Success

• Accurate and timely completion of assigned work.
• Completeness and quality of account records and information prepared for onboarding.
• Appropriate use of documented processes and escalation standards.
• Responsiveness to customers and internal partners within team expectations.
• Progress through required training and quality-calibration activities.
• Demonstrated growth in independence, judgment, product knowledge, and ability to manage standard work.

Benefits and Perks

• 5 weeks paid vacation

• Private health & dental insurance

• Work from (almost) anywhere for up to 20 days per year

• Focus on mental health and well-being:

• Company-paid therapy sessions through SpringHealth

• Company-paid subscription to Headspace

• Annual company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)

• Paid parental leave

• Time off for your birthday

• Paid volunteer time

• Focus on your career growth:

• Development Dollars

• Leadership development

• Access to thousands of on-demand e-learnings

• Travel Discounts

• Employee Resource Groups

• Income protection and life assurance

• Employee Assistance Program - including 24/7 GP & free legal advice

• Pension plan contributions

• Discounted gym membership

• Bike2Work

• Season ticket loan

• Social events & Thursday happy hours

• Free lunch 2 days per week

The best connections happen face-to-face, whether you’re sitting down to dinner or having coffee with a coworker. That’s why OpenTable has adopted a hybrid workplace model. This role aligns with that approach, with an expectation of coming into the office two days a week—giving employees the best of both worlds: in-person collaboration and flexibility.

Work Environment & Flexibility

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.

Inclusion

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.

If you need any reasonable adjustments during the application/interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.

#LI-Hybrid