Hospitality Manager at Tock

| Chicago
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About Tock
Tock is changing the way restaurants, wineries, and culinary event organizers run their business and how guests explore, discover, and book at these places all around the globe. This includes a robust reservation, pickup and delivery, guest, and table management system for businesses of all sizes.


Nick Kokonas and Chef Grant Achatz opened Alinea to international fanfare in 2005—now a perennial Michelin three star and widely considered one of the best restaurants in the world. From the start they were spending an average of $140,000 a year on staff dedicated to managing reservations and losing an average of $260,000 a year on cancellations, problems Nick wanted to solve. Nick founded Tock with Brian Fitzpatrick, founder of Googles Chicago engineering office, to do just that — to design and develop a new, robust reservation platform to change the way people around the world search, book, and dine.


Tock’s explosive growth:
● Awarded Built In’s “2020 Best Places to Work”
● Announced Tock’s platform will be powering JP Morgan Chase’s new Dining Program
● Won Chicago Tribune Game Changer Award for industry innovation
● Reached a global customer base of 30 countries operating in 200+ cities
● Processed almost $1 billion in prepaid reservations
● Featured in: New York Times, Bloomberg, GQ, Vice, Wired, Food & Wine, Eater, Skift
Table, Chicago Tribune, Crain Chicago Business, New York Post, and more
● Named one of 2019's 50 Startups to Watch


Description:
The Hospitality Manager is a member of the Hospitality Team and is responsible for managing the Tock customer experience after implementation. This position provides customer-specific guidance and training for Tock customers on how to successfully use the platform for their business. The Hospitality Manager will build and manage relationships through direct interaction with customers via emails, calls, messages, and virtual training sessions. Through ongoing
training, Managers develop expertise in Tock services, processes, and policies. The successful candidate is an individual that demonstrates excellent communications skills, thrives in a fast- paced environment, and enjoys thinking outside the box. Each Manager is responsible for proactively developing solutions for customers and identifying trends in overall service delivery to produce the best possible customer experience.

The Opportunity:
Significant growth opportunity includes:
● Participate and contribute to a proactive culture enhancing customer experiences
● Provide on-going self-service training tailored to the specific needs of each customer
● Provide feedback for the multi-channel support tools that support rapid service delivery
execution and facilitate ease of use for customers

What you’ll do:
● Develop and facilitate customized virtual training sessions for customers based on
individual needs
● Reproduce and troubleshoot software and data issues in test environments and by
reviewing logs & queries
● Maintain knowledge of Tock application, processes and policies and effectively
communicates these to the customer
● Convey customer feedback to internal teams and recommend creative solutions to
improve the customer experience
● Create and maintain articles for Tock’s external Help Center
● Serve as Tock’s customer-facing point of contact, representing Tock’s brand and setting
proper customer expectations
● Participate in an on-call rotation for urgent customer requests
● Represent the Hospitality Team in collaboration such as Account Management,
Engineering, Design, Sales, and Marketing to ensure customer satisfaction

What we’re looking for:
● Outstanding communication and interpersonal skills
● Strong analytical, problem-solving and writing skills
● Experience analyzing data and developing solutions to ad-hoc customer questions
● High level of initiative and works well in a team environment
● A quick learner that thrives in a fast-paced, high energy environment
● Strong interpersonal skills and high emotional intelligence
● Ability to calmly lead escalated customer situations to resolution
● Excellent organizational skills, multi-tasking skills and attention to detail
● Ability to be resourceful and make balanced decisions
● Support customers from multiple countries in a 24x7x365 environment
● Experience with web, voice, email, and instant messaging tools

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • Maria DBDatabases
    • MemcachedDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • FigmaDesign
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • Constant ContactEmail
    • MailChimpEmail
    • SendGridEmail

Location

Tock's headquarters is in the West Loop close to public transit, the highway, and all of the neighborhood's best restaurants and hotspots!

An Insider's view of Tock

What’s the vibe like in the office?

The best way I can describe it is “chill focus”. It’s much different than the kitchens I came up in. The best part about working here is the people. No one is here simply for a paycheck, but to be a part of something bigger. Everyone helps move the company forward while still being a great person.

The 8 foot dinosaur watching over us helps too.

Jeremy

Hospitality Manager

What does your typical day look like?

Every day in sales here is different than the last, and we have the flexibility to create our own schedules. Some are spent researching and reaching perfect matches for Tock, some are spent meeting with some of the world's best chefs in the coolest cities, and some are spent rolling up our sleeves and ensuring successful onboarding for our clients.

Brad

Territory Account Executive

What makes someone successful on your team?

A successful member of our team needs to be determined, passionate about our product and the success of our partners, persistent and flexible in trying new ways to reach potential new partners, and organized to easily manage your deals and leads. An optimistic and friendly attitude also goes a long way!

Maggie

Territory Account Executive

What unique initiatives do you have that encourage innovation?

For those that love food and eating out, what if I asked you, where should I go to dinner. What would you say? Tough question, right? The restaurant scene in Chicago and across the entire world is more crowded now than ever before. So at Tock we’re helping restaurants compete and succeed with tools to make them better businesses.

Dan

Director of Design

How do you collaborate with other teams in the company?

I've never worked with a more collaborative, talented, and hard-working group of people, across all of our teams. Everyone is willing to learn and adapt as the company grows and scales. Not only do all departments have full visibility into what the others are doing, but we actively seek out ways to help and improve lines of communication.

Huong

Account Manager

What are Tock Perks + Benefits

Tock Benefits Overview

Competitive salary
Full benefits (medical, dental, vision), 401k
Paid time off
Paid parental leave
Free daily lunch + stocked fridge
Nitro coffee and wine on tap
Friday afternoon happy hours
Pre-tax commuter benefits
Happy hours + company outings
BYOD (bring your own dog) to work
Working with the world's best chefs and restaurateurs

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Life insurance is equal to 60 times an employee's annual salary.
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Career mentoring, Leadership mentoring.
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