Guest Experience Reservations Manager

Hawksmoor - US; Boston (MA); On-site; USD 65,000 - 95,000; Full time

Job summary

Hawksmoor Boston is preparing to open our third US restaurant, led by a Reservations Manager who will oversee all aspects of guest experience and seating strategy. You will manage the reservations book, mentor team members, and collaborate with kitchen and floor staff to ensure seamless service and strong guest relations.

You will champion Hawksmoor values, drive performance, and develop future leaders while maintaining a welcoming, inclusive environment.

Qualifications

• Experience delivering exceptional guest service and managing reservations.
• Experience leading a team and coaching staff to deliver high standards.
• Strong communication with guests, front-of-house teams and kitchen staff.

Responsibilities

• Lead the reservations team to deliver outstanding guest experiences.
• Manage OpenTable reservations, blocking, and reporting with accuracy.
• Ensure thorough guest notes, VIP handling, and special requests are captured.
• Collaborate with front-of-house, bar, and kitchen teams to optimize seating and guest flow.
• Provide training, coaching, and performance feedback to team members.
• Oversee recruitment, onboarding, and team development.
• Monitor sentiment and CSI metrics to drive improvements.
• Balance staffing and labor to meet business needs and financial targets.

Skills

Guest service excellence

Team leadership

Communication

Operational planning

Tools

OpenTable

Job description

Hawksmoor Boston is preparing to open our third US restaurant, led by a Reservations Manager who will oversee all aspects of guest experience and seating strategy. You will manage the reservations book, mentor team members, and collaborate with kitchen and floor staff to ensure seamless service and strong guest relations.

You will champion Hawksmoor values, drive performance, and develop future leaders while maintaining a welcoming, inclusive environment.