OpenTable’s glossary is of particular use to writers, editors, designers, developers, quality assurance testers—anyone who works with language at OpenTable. This is a living document. It will evolve and grow as we do. To request additions or revisions, email firstname.lastname@example.org
Not 24x7. To spell out, use 24 hours a day, 7 days a week, e.g., a 24-hours-a day, 7-day a week support program.
Method of testing two different versions of a product against each other (A version and B version), to see which performs best.
A feature in the ERB and other Restaurant products that consumes table inventory. This feature prevents last-minute reservations being booked on tables the restaurant has committed to walk-in diners.
In the context of restaurant seating inventory, "adjacency" indicates whether tables can be combined to accommodate larger parties (this may be limited by actual physical adjacency, table shape, etc.).
Account Executive (Sales Team)
Point of sale (POS) software used in the restaurant industry.
A reservation model where the restaurant “allots” a subset of their actual inventory for OpenTable to use for reservations. For example, they may allot 10 slots at 7 p.m. for Party Size 2 to OpenTable. Under this model, there is the potential for a restaurant to have additional reservations outside of the OpenTable system. OT Connect is an “Allotment” model, but ERB and Umami are not.
Account Manager (Sales Team)
Application Programmatic Interface. APIs provide an interface so that computer applications, services, databases, and/or front end clients can communicate with one another to pass information, update data, or perform some other action.
Business Operations Specialist (in EU organization).
Company that provides vaulting for credit cards when they are required as a reservation guarantee. This is a 3rd party interface for ERB.
calling the wait
Used on the Restaurant side; estimating wait time for a walk-in guests. Wait time is established based on pre-set system parameters including number of parties on waitlist, their respective party sizes, the expected incoming reservation parties, and the expected turn times of seated parties.
Pertains to restaurant seating inventory; the number of diners that can be seated at a table or combination of tables.
Central Guest Management System
Also referred to as Central Guest Management.see also: CGMS
Abbreviation for Central Guest Management.see also: CGMS
Abbreviation for Central Guest Management System, which provides restaurant groups with a way of tracking information about guests and selectively sharing this information between corporate headquarters and restaurants. CGMS addresses the limitations of Guest Sharing without requiring restaurant groups to employ third parties.
Abbreviation for Customer Help and Restaurant Management. CHARM is an internal backend system used to manage restaurant configurations. It's used to publish content to the external OT site, update restaurant profile pages on opentable.com, generate onboard notifications, and run reports.
Salesforce.com's enterprise social network that is widely-used across OpenTable's departments.
Use "choose (" not "select,") for menu items. In general, users "select" something (such as a restaurant from a list), then "chooses" a command to act on the selection.see also: select
client grace period
The period after an ERB installation in which customers complete inputting their paper book reservations and adjust to using the OpenTable system.
An option within OpenTable's CHARM website designed specifically for hotel concierges; it allows them to set parameters relating to OpenTable's points program.see also: OT Concierge
OpenTable's expense management system.
ID associated with a diner's restaurant reservation. ConfNumber + RID uniquely identifies a reservation. Used to exchange information with ERB regarding the status of a reservation.
Number used to track diner reservations. Not "reservation number."
Confirmation Number Example
Also referred to as conversion rate. The percentage of website visitors who take a desired action. At OpenTable, the desired action typically involves the diner booking a reservation, though it also might also be account registration, entering a credit card number, entering a dining review, or some other action.
Refers to OpenTable's dining rewards points program, in which dining points can be redeemed for dining checks good at any OpenTable restaurant. Use "Cheque," not "Check." Note: OpenTable's Gifts Program will, in near future, replace Dining Cheques altogether.
Refers to OpenTable's dining rewards program. Use sentence case--do not capitalize, as this is not a proper noun. Note: OpenTable's Gifts Program will, in near future, replace Dining Cheques altogether.
Don't use; use "sign in" instead.
Don't use; use "sign out" instead.
Not a proper noun--use lowercase form, e.g., 1,000 dining points, not 1,000 Dining Points.
Note hyphenation. When you reference choosing an item from a pull-down menu, use the caret style: Chose File > Save As.
Note hyphenation. A menu in a dialog or other window.
Use "select," not "choose," to specify selecting among multiple objects--such as checkboxes, lists, and radio buttons. Use "choose" for menu items.see also: choosereference: Select your city from the list.
sign in (v.) sign-in (n., adj.)
No hyphen in verb. Users "sign in" to OpenTable to access their account; they go to the "sign-in" screen to create an account. Do not use "login," "log in," "log on," or "logon."reference: "Sign in" to your OpenTable account to write a restaurant review.
Use-defined characteristics relating to their restaurant experience, mined from OpenTable's dining feedback form. Note: "special features" ties in w/ Yelp's "features," which a lot of OT users reference.
slide to pay
Refers to making a payment within OpenTable's apps. Use slide to pay, not swipe to pay.
Use instead of "tags." "Special features" are user-defined characteristics. They're generated from OpenTables' Dining Feedback Form.
swipe to pay
As pertains to Payments--do not use. "Slide to pay" is the appropriate phrase
Do not use; use "special features" instead.see also: special features
Use "tap" to describe action of selecting something on mobile devices. Note: on desktops, use "click."see also: click
time (am & pm)