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

Boston is one of the most beautiful and important cities in the country – rich in history, energy, and culinary excellence. We've had our eye on it for a while. So, after twenty years of building Hawksmoor in the UK, Ireland, Chicago, and New York, we've finally set our sights on coming here in fall, 2026.

In Fort Point, we've found a home that reminds us of where Hawksmoor began two decades ago – the character, community and creativity.

At 15 Necco Street (Platinum LEED-certified – a natural fit for our commitment to sustainability and our B-Corp values), we'll have space for 200+ guests, private dining and event spaces, a bar program recognized by the James Beard Foundation and Tales of the Cocktail, sweeping views across Fort Point Channel, and an outdoor terrace made for long lunches and celebratory dinners.

Reporting to the General Manager we're looking for a Reservations Manager to join our team and help us open our third US restaurant.

Work somewhere awesome:

Careers with Hawksmoor Restaurants are among the best- generous pay and benefits, award winning restaurants, unrivalled career opportunities and some of the happiest people in the business (as voted by the people who work here). Recognized as one of the top 100 companies to work for in the UK for fourteen years in a row and we endeavor to do the same in the US.

As a Hawksmoor Reservations Manager, you lead the department with a focus on guest experience, people, process, and performance . You ensure Hawksmoor standards are consistently delivered, the team is supported and developed, and the reservations function operates efficiently while working seamlessly with the wider restaurant . Hawksmoor is proud to be an inclusive workplace that welcomes everyone and lives by its values.

Responsibilities include but are not limited to the following:

Guest Experience

• Role model exceptional hospitality, consistently delivering and elevating Hawksmoor service standards.
• Deliver warm, professional communication across telephone, email, and in-person interactions in line with Hawksmoor tone and style.
• Manage OpenTable reservations, blocking, and reporting with accuracy, including expert availability planning.
• Welcome and check in Guests with genuine hospitality, ensuring smooth table flow and coat room management.
• Confidently lead the door during peak shifts, setting the standard for service and organization.
• Maintain clear communication with the kitchen, bar, and floor teams regarding guest needs and preferences.
• Embed “Journey to Regular ” principles into daily operations and team behaviors.
• M onitor Sentiment Search insights and CSI performance, guiding the team to continuously improve.
• Demonstrate strong menu knowledge, confidently guiding Guests and making recommendations.
• Handle guest feedback and complaints with empathy, urgency, and professionalism, ensuring timely follow-up.
• Ensure accurate and details guest notes are consistently maintained , including VIPs and special request.

Team Engagement & Culture

• E mbody Hawksmoor values with professionalism, positivity, and integrity.
• Develop future leaders by mentoring Team Members and preparing successors.
• Oversee recruitment, headcount planning, and structured onboarding.
• Lead, coach, and inspire both management and hourly Team Members to deliver exceptional performance.
• Deliver engaging and effective briefings that align with the reservations team and wider restaurant.
• Foster a positive, inclusive environment where team input is valued and morale is strong.

Health & Safety

• Adhere to all allergy awareness, cleanliness, and food safety procedures.
• Complete all required training and consistently uphold hygiene standards.
• Follow opening and closing procedures and confidently guide others in maintaining standards.

Operational Standards

• Manage time and priorities effectively in line with business and team needs.
• Manage scheduling and monitor labor performance to meet business needs and financial targets.
• Drive demand and optimize the reservations book, identifying opportunities to maximize covers and revenue.
• Demonstrate a strong understanding of demand conversion and its impact on the business performance.
• Train and guide the team on comps, promotions, and their financial implications.
• Utilize financial reporting tools to monitor performance and inform decision-making.
• Recognize how operational decisions and errors impact both guest experience and overall business performance.
• Work collaboratively with all departments to ensure smooth and efficient restaurant operations.
• Enforce absence and lateness policies consistently and fairly.

Purpose & DEIB

• Champion Diversity, Equity, Inclusion, and Belonging within th e restaurant .
• Use inclusive and respectful language while treating Guests and Team Members with empathy.
• Foster an environment, addressing inappropriate behaviors or discrimination proactively.
• Be knowledgeable about Hawksmoor’s charity partne rships and sustainability goals and actively support these initiatives .
• Understand ingredient sourcing and the significance of Hawksmoor being a B Corporation , including the commitment to responsible and sustainable practices .

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