Reservations & Guest Experience Lead

Hawksmoor; Boston, Northern (MA, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Hawksmoor Boston is seeking a Reservations Manager to lead the reservations department and elevate guest experience for our new US opening. You will ensure Hawksmoor standards are consistently delivered, support, coach, and develop the team, and work seamlessly with the wider restaurant to maximise guest satisfaction.

You’ll manage OpenTable reservations, blocking, and reporting, while collaborating with kitchen, bar, and floor teams to deliver smooth service and a positive dining experience.

Qualifications

• Experience leading a reservations team with a guest-centric approach.
• Strong communication across telephone, email and in-person interactions.
• Proven ability to manage reservations, blocking and reporting with accuracy.
• Experience mentoring and developing hospitality staff.
• Knowledge of reservation systems and best practices.

Responsibilities

• Lead the reservations department with a focus on guest experience and team development.
• Ensure Hawksmoor standards are delivered and the reservations function runs efficiently.
• Collaborate with kitchen, bar and floor teams to align guest needs and timing.
• Mentor and develop future leaders within the reservations team.
• Monitor guest feedback and be proactive in continuous improvement.

Skills

Guest experience

Team leadership

Communication skills

Operations management

OpenTable knowledge

Tools

OpenTable

Job description

Hawksmoor Boston is seeking a Reservations Manager to lead the reservations department and elevate guest experience for our new US opening. You will ensure Hawksmoor standards are consistently delivered, support, coach, and develop the team, and work seamlessly with the wider restaurant to maximise guest satisfaction.

You’ll manage OpenTable reservations, blocking, and reporting, while collaborating with kitchen, bar, and floor teams to deliver smooth service and a positive dining experience.