Brought to you in partnership with OpenTable
Couldn’t make it to OpenTable’s 2025 Hospo Circle event in Melbourne? In partnership with Crunch, the event brought together some of the brightest minds in the industry including Helly Raichura (Enter Via Laundry), Cameron Earl (Residence at the Potter), Tash Sorensen (Malin), John Rivera (Askal) and Andrew Van De Beek (Illumin8) to share insights on tech, creativity, connection – and how to build restaurants that last.
Here are five takeaways to keep you ahead.
1. Experiential dining demand is up, and so are guest expectations
Opentable data shows bookings for Experiences are up 18% year-over-year, with the average spend for Experiences nearing $100 per head for Melbourne restaurants*. But the real value isn’t just in the bill – it’s in the details. Guests now expect thoughtful touches: surprise dishes, table-side storytelling, and ongoing connection. It’s about leaving a lasting impression.
Malin’s Tash Sorensen shared that there’s a noticeable difference between good and great service—and today’s guests can feel it. They want to know where their meal came from, who made it, and they want that sense of care to continue well beyond the booking.
OpenTable makes it easy to market your events with an Experiences platform that work to help boost revenue.
*Based on OpenTable Australian dining data from 27 March 2024 to 26 March 2025.
2. Tech is no longer optional – it’s the backbone of a successful business
A memorable concept matters, but only if your operations back it up. Helly Raichura of Enter Via Laundry shared that clarity around vision, people, and profit fuels creativity. That means investing in your team, systems, and service flow before chasing bold ideas.
“The AI age is here, and so everything you think about – or get creative about – has to be translated into tech” Raichura notes. When the base is solid, creativity becomes scalable.
On the flip side, Residence at the Potter’s Cameron Earl highlighted the time-saving power of voice AI: “That’s building out that work–life balance – where you don’t have to be in the building from 9am till 1am [anymore]. Something’s doing it on your behalf.”
From AI-powered voice bookings to advanced marketing tools, OpenTable helps restaurants meet diners where they are – and free up time to focus on what matters most: service.
3. From no shows to new guests – protect and grow your business
No-shows aren’t just frustrating—they hurt your bottom line. The panel was split on whether to charge fees, but agreed that setting expectations is essential.
Askal’s John Rivera voiced his frustration that the cultural respect afforded to events doesn’t extend to restaurant bookings:
“If you buy a ticket to the theater or you buy a ticket to a footy match, if you don’t rock up, you miss out on that. So why aren’t we treating restaurant experiences with the same amount of respect?“
OpenTable’s no-show protection via credit card holds, and pre-paid experiences help safeguard your time and resources while still creating a welcoming guest experience.
Meanwhile, OpenTable’s Jackson Pola (District Manager) spotlighted growth opportunities. First-time diners on OpenTable were up 11% year-over-year**. The opportunity? Turn those first-timers into loyal regulars using CRM tools that track visit frequency, spend, and engagement – then retarget with personalised follow-up.
**Based on OpenTable Australian dining data from 27 March 2024 to 26 March 2025.
Hot Takes panellists Cameron Earl, Tash Sorenson and John Rivera
4. Define what success looks like for you
Whether it’s awards, time with family, or financial growth, your version of success should shape your strategy. Tools like spend-per-head tracking, first-time diner data, and retention insights can help you grow with purpose – not just pace.
OpenTable’s restaurant analytics tools make it easier to understand your restaurant return on investment (ROI), benchmark against others in your area, and turn data into decisions.And with OpenTable’s voice AI integrations, restaurants can now handle up to 75% of incoming calls, with a 99% booking success rate – giving your team more time for what matters most.
As Raichura puts it, “The agility you have to adapt to changing technology is what’s going to keep you afloat”.
And as Rivera adds: “It’s not about replacing people—it’s about giving them time to do what we actually pay them to do”.
5. Connection drives loyalty
Raichura reminded us that lasting success comes from relationships, not transactions. Whether it’s remembering a guest’s name or telling the story behind your menu, diners return to places that feel personal. And tech can support that.
“Systems help sending out happy birthdays to [our guests], which OpenTable has really helped us with, or collecting their feedback as well. All of those things translate really well when you have a bigger team. So not just you, but everyone else knows what’s happening.”
“Cost of living is rising and loyalty is what is going to give you consistency in business”, Raichura concludes.
That’s where OpenTable’s built-in restaurant loyalty tools helps you build stronger relationships and reward your top-tier guests.
Hospitality is the heartbeat of your brand. Make it felt in every touchpoint.
