Case Study: Boka Restaurant Group improves server performance and guest feedback with OpenTable

A data-driven boost for server performance, morale, and tips, too

Boka Restaurant Group, a 23-location restaurant group in Chicago and Los Angeles, needed a scalable way to manage server accountability and improve guest experiences. Their former Operations Manager, Larry Flam, was spending too much time manually reviewing server performance across locations, making it difficult to turn guest feedback into consistent action. OpenTable helped address this challenge with its relationship management tools.

OpenTable connected Boka’s POS system with guest profiles and online reviews, allowing the team to analyze server performance in one place and give specific, data-driven feedback. With OpenTable, Boka shifted training and reviews from subjective to objective, and Flam reported improvements in every restaurant, along with higher overall feedback scores, increased check averages, and better tip percentages.

Boka Restaurant Group

Larry Flam

Former Operations Manager