I work at OpenTable, the worlds largest provider of online restaurant reservations. You may have used our app to book a table at a fancy restaurant, or maybe you've worked at one of those restaurants and used our software. Since joining the design team, I have become one of the least fun people to dine out with. Just ask my wife. I used to be fully engrossed in our conversations, but now when we go out for a meal, I keep one eye on her, and one eye on the host, server, and kitchen staff to see how they deliver their unique style of service. I will share with you some of the many hidden interactions that go on behind the scenes in a restaurant. Through these stories you will learn how many restaurants gather information about their diners in order to promote their own agenda, while others choose to use that information in order to create rich, immersive experiences. Finally, I will share principles that will help you know when the use of personal information is proper, and when it is questionable.

1. Wyatt Starosta
@opentabledesign
Exposing the hidden choreography
of restaurant hospitality

3. Source: www.loopnet.comSource: olivegarden.com Source: jasonjburns.com

4. Menu Placeholder
Source: http://hamptoninnchandler.com

5. ACT I
SNAPPLEBEE’S

6. 3 O’CLOCK TODAY
Chapter 1

13. PRE SHIFT LINEUP
Chapter 2

14. 7 PM AT SNAPPLEBEES
Chapter 3

16. AT THE TABLE
Chapter 4

20. WYATT

21. Source: only1ivy.blogspot.com

22. Snapplebee’s

23. Snapplebee’s
• My name
• My email address
• My phone number
• My home address
• My zip code
• My birthday
INFORMATION GIVEN

24. Snapplebee’s
• What we ordered
• How much we spent
• How long we stayed
• My name
• My email address
• My phone number
• My home address
• My zip code
• My birthday
INFORMATION TAKEN
INFORMATION GIVEN

25. Snapplebee’s
• What we ordered
• How much we spent
• How long we stayed
• My name
• My email address
• My phone number
• My home address
• My zip code
• My birthday
• Kendra’s food allergies
• My drink preference
INFORMATION GIVEN, NOT TAKEN
INFORMATION TAKEN
INFORMATION GIVEN

26. WEXFORDS
ACT II

28. ONE WEEK BEFORE
Chapter 1

32. INTERNET
SEARCH
HOST

33. THE DAY BEFORE
Chapter 2

34. WYATT HOST

35. PRE SHIFT LINEUP
Chapter 3

36. source: new york times

37. GENERAL MANAGER
SERVER
HOST
SERVICE PLAN
SOMMELIER
CHEF

38. Wyatt Starosta Guest Leon Merrifield
Tiffany Lee Guest Bill S.
Needs to depart at 9:10
Allergy
Allergy: Gluten, Dairy
Wyatt Starosta Guest Leon Merrifield
Tiffany Lee Guest Bill S.
Needs to depart at 9:10
Allerg
Allergy: Gluten, Dairy
Guest

39. 7PM AT WEXFORDS
Chapter 4

42. HOST SERVERWYATT & KENDRA

43. Chapter 5
AT THE TABLE

44. Japan smooth service

46. Wyatt Starosta Guest Leon Merrifield
Tiffany Lee Guest Bill S.
Needs to depart at 9:10
Allergy
Allergy: Gluten, Dairy
Wyatt Starosta Guest Leon Merrifield
Tiffany Lee Guest Bill S.
Needs to depart at 9:10
Allerg
Allergy: Gluten, Dairy

48. DOCUMENTING THE EXPERIENCE
Chapter 6

53. Snapplebee’s Wexfords
INFORMATION GIVEN
• My name
• My email address
• My phone number
• My home address
• My zip code
• My birthday
INFORMATION TAKEN
• What we ordered
• How much we spent
• How long we stayed
• Kendra’s food allergies
• My drink preference
INFORMATION GIVEN, NOT TAKEN

54. Snapplebee’s Wexfords
• My name
• My phone number
• My anniversary
• After dinner plans
• Kendra’s food allergies
INFORMATION GIVEN
• My name
• My email address
• My phone number
• My home address
• My zip code
• My birthday
INFORMATION TAKEN
• What we ordered
• How much we spent
• How long we stayed
• Kendra’s food allergies
• My drink preference
INFORMATION GIVEN, NOT TAKEN

55. Snapplebee’s Wexfords
• My name
• My phone number
• My anniversary
• After dinner plans
• Kendra’s food allergies
INFORMATION GIVEN
• My name
• My email address
• My phone number
• My home address
• My zip code
• My birthday
• What we ordered
• How much we spent
• How long we stayed
• My career history
• My recent travel
• My interests
• Food preferences (water,
wine, prawns)
INFORMATION TAKEN
• What we ordered
• How much we spent
• How long we stayed
INFORMATION GIVEN, NOT TAKEN
• Kendra’s food allergies
• My drink preference

56. • My name
• My phone number
• My anniversary
• After dinner plans
• Kendra’s food allergies
• My name
• My email address
• My phone number
• My home address
• My zip code
• My birthday
• What we ordered
• How much we spent
• How long we stayed
• My career history
• My recent travel
• My interests
• Food preferences (water,
wine, prawns)
INFORMATION GIVEN, NOT TAKEN
• Kendra’s food allergies
• My drink preference
Nothing
WexfordsSnapplebee’s
INFORMATION GIVEN
INFORMATION TAKEN
• What we ordered
• How much we spent
• How long we stayed