Guest Experience & Reservations Manager

Chotto Matte; San Francisco (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

Chotto Matte in San Francisco seeks a dynamic Head of Reception & Reservations to lead guest services from enquiry to departure. This role drives revenue through reservations management and oversees a motivated team, ensuring brand standards across all guest touchpoints.

It reports to senior management and collaborates with events, marketing, and F&B teams to deliver exceptional experiences. Responsibilities include managing reservation systems, optimizing occupancy, and coaching staff while

Qualifications

• Experience leading reception and reservations teams.
• Strong guest service and communication skills.
• Ability to analyze booking trends and optimize occupancy.
• Familiarity with SevenRooms and OpenTable reservation systems.

Responsibilities

• Maximize revenue through reservations management and upselling while maintaining efficiency.
• Lead and develop the Reception & Reservations teams to deliver outstanding guest service.
• Attend weekly management meetings with accurate reports and updates.
• Ensure guest enquiries are handled promptly and professionally in line with brand standards.
• Oversee all reservation systems and online booking platforms, including updates.
• Collaborate with Front of House, Sales & Events, Marketing to ensure smooth guest experiences.
• Manage guest lists, VIP profiles, and special requests with attention to detail.
• Monitor booking trends, no-shows, and cancellations; optimize seat utilization.
• Maintain and update SOPs and reservation procedures.
• Support and coach the team in handling guest complaints and escalations.

Skills

Guest service

Team leadership

Revenue optimization

Communication

Staff development

Tools

SevenRooms

OpenTable

Job description

Chotto Matte in San Francisco seeks a dynamic Head of Reception & Reservations to lead guest services from enquiry to departure. This role drives revenue through reservations management and oversees a motivated team, ensuring brand standards across all guest touchpoints.

It reports to senior management and collaborates with events, marketing, and F&B teams to deliver exceptional experiences. Responsibilities include managing reservation systems, optimizing occupancy, and coaching staff while