Reception 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

To lead and oversee the Reception and Reservations departments across the venue, ensuring seamless guest service from initial enquiry through to arrival and departure. The role focuses on maximizing bookings, delivering outstanding guest experiences, optimizing revenue opportunities, and managing an efficient and motivated team that reflects the Chotto Matte brand standards and culture.

This role will have line management responsibility for the Head Host, Junior Receptionists and Reservations Agents (if any)

Role and Responsibilities:

• Maximize revenue through effective management of reservations and walk-in opportunities, upselling premium experiences and special events while maintaining operational efficiency.
• Lead, support, and develop the Reception & Reservations teams to deliver exceptional guest service.
• Attend weekly HOD meetings with accurate and insightful reports and updates.
• Ensure all guest enquiries — via phone, email, or in person — are handled promptly, courteously, and professionally in line with Chotto Matte standards.
• Oversee all reservation systems and online booking platforms (e.g., SevenRooms, OpenTable), including availability management, floor plans, and system updates.
• Liaise with all departments (Front of House, Back of House, Sales & Events, Marketing, etc.) to ensure smooth communication and delivery of guest experiences.
• Manage guest lists, VIP profiles, repeat guest notes, and special requests, ensuring attention to detail in all interactions.
• Monitor and analyse booking trends, no-shows, and cancellations; implement proactive strategies to optimize seat utilization and reduce lost revenue.
• Maintain and update departmental manuals, SOPs, and reservation procedures in line with company policies and system updates.
• Support and coach the team in handling guest complaints and resolving issues effectively, escalating where necessary.
• Assist with press and influencer bookings, ensuring relevant tags and notes are correctly applied.
• Coordinate internal bookings (staff meals, training events, etc.) with appropriate system tagging and notes.
• Collaborate with Marketing and Events on special promotions, launches, and campaigns to ensure accurate representation and guest communication.
• Ensure that all digital and printed guest communication (confirmation emails, web availability, menus, etc.) remains accurate and on brand.
• Support in building and maintaining a strong Concierge Programme by proactively reaching out to hotel concierges and key industry contacts to create a network that drives event leads, group bookings, and VIP reservations.
• Perform other duties as required by management to support business needs.

People Management:

• Manage and oversee all staffing within the Reception and Reservations teams, including scheduling, holidays, training, and professional development.
• Conduct regular performance reviews, provide feedback, and identify opportunities for growth and cross-training.
• Foster a collaborative, motivated, and guest-centric team culture.
• Ensure the team adheres to all Chotto Matte policies, procedures, and grooming standards.

Reporting

• Ensure all relevant reports (e.g., call conversion, cover forecasts, no-show and cancellations analysis, guest feedback, birthdays and celebrations, concierge programme summaries) are completed accurately and submitted on time.
• Provide insights and recommendations to management based on data and guest trends.

Customer Service

• Maintain expert knowledge of the Chotto Matte brand, concept, menus, and beverage offerings to confidently answer guest enquiries.
• Ensure all guests receive a warm welcome, personalized service, and a memorable dining experience from the first point of contact to departure.
• Proactively manage waitlists and walk-ins, making sure that alternative times or experiences are offered when necessary.
• Champion the guest experience by anticipating needs, resolving issues, and ensuring seamless communication between departments.

Communication

• Maintain clear and timely communication across all shifts with thorough handovers between team members.
• Ensure all guest comments, complaints, and feedback are communicated promptly to the relevant manager or department.
• Build strong relationships across all departments, promoting teamwork and collaboration.
• Actively contribute ideas to improve systems, processes, and service delivery.
• Promote flexibility within the team to adapt quickly to business needs and changing priorities.

Self-Management:

• Take ownership of personal organization, time management, and prioritization to ensure operational excellence and efficiency.
• Attend management, training, and brand development sessions as required to stay aligned with Chotto Matte standards, initiatives, and goals.
• Lead by example in demonstrating professionalism, accountability, and consistency across all areas of responsibility.
• Actively identify opportunities to enhance guest service, team performance, and departmental processes, proposing and implementing improvements where appropriate.