Canadian restaurants are leveraging a busy summer and fall as they embrace recovery
Companies such as Opentable are providing digital tools to improve restaurant efficiency and drive business insights
It was a busy summer and fall for the Canadian restaurant industry, as diners turned out to support local hospitality venues. Restaurants have demonstrated resilience and adaptability, offering outdoor dining, new menus and bespoke experiences to engage customers. But the industry remains very much in a recovery phase as it negotiates labour shortages, inflationary pressure, supply chain issues and repayment of pandemic loans.
One company working to help the industry recover and prosper is Opentable, a global leader in restaurant technology, that not only drives reservations and gives restaurants guest insights, but also advocates on behalf of the industry on issues that matter. In Canada, Opentable partners with more than 3,000 restaurants.
Opentable’s data has helped partner restaurants to better understand the market in which they’re operating. For example, during the period from July 1 to November 12, Opentable showed the number of seated diners at restaurants was up 20 per cent on average over the same pre-pandemic period in 2019.
“A successful summer was critical for restaurants coming out of this difficult period,” says Matt Davis, Opentable’s country director for Canada. “Even with Canadians’ concerns about inflation, our data shows that between July and September, there’s been a 38 per cent increase in seated diners over last year at restaurants charging $65 per person or more. It’s a strong indication that restaurants are providing high quality experiences that are inspiring restaurant patrons to keep coming back.”
Canadians also feel strongly about restaurants as members of the local community. A 2022 Opentable survey indicates that 57 per cent of diners are willing to pay more for food acknowledging the effects of inflation, while 43 per cent have conveyed an intention to leave larger tips to support restaurant workers.
More than just offering information on industry trends, Opentable assists restaurateurs by providing granular data about their own establishment in a personal dashboard that helps them to identify achievable strategies to help their establishment grow, operate more efficiently and deepen their relationships with customers.
“At the same time, we help Opentable diners by lowering the barriers to connecting with great restaurants and making a reservation,” Davis says. “Diners can find available seating at a nearby restaurant in seconds and secure those tables.”
In addition, Opentable offers a waitlist feature that allows restaurants to engage walk-in business to leverage excess capacity, while avoiding line-ups at the door.
Opentable’s data analytics have also allowed the company to identify important issues and advocate for the industry — a role that became clearer during the pandemic. That’s why Opentable has been speaking out against reservation no-shows with its Show Up for Restaurants campaign. The program not only encourages diners to do just that, but identifies those who have repeatedly failed to make good on their reservation commitments.
“When a diner doesn’t show it represents significant lost revenue and lost restaurant capacity,” says Davis. “We really ramped up that message in 2021 during the pandemic when every filled seat was precious. We continue to share that message every chance we get.”
Stephen Deere, owner of Modern Steak in Calgary, says that his restaurant continues to prevail through a combination of entrepreneurial grit and the assistance of data-driven efficiency and customer service options provided by Opentable. He was one of Opentable’s first restaurant partners in Calgary when he signed on in 2006.
“Never before have we focused so much on input costs,” he says. “We’ve invested in inventory management systems and we participate in a direct-to-ranch supply chain. We’re a highend restaurant, but on certain days of the week we’re introducing value menu items that offer diners a high-end experience at a more affordable price.”
He leverages Opentable’s robust data analytics to provide customers with unique experiences and special offers.
“You know who they are, which server they like, how they like their steak cooked and what wines they like to drink,” Deere says. “It’s been a game changer by allowing us to create great personal experiences and customized offers for our guests.”
The restaurant also uses Opentable’s in-app direct messaging feature to communicate efficiently with guests, freeing up valuable staff time.
Davis notes that consumers will increasingly rely on digital tools such as Opentable to connect with their favourite restaurants and to explore new ones with just a few clicks.
“The restaurant industry continues to face many simultaneous challenges,” he says. “By providing them with data-driven tools and innovations, we’re committed to helping them meet customer needs and capture their business, while we play a part in decreasing their stress and help them to once again appreciate what’s so fun about this business.”
To book and discover restaurants visit Opentable.ca