Reservations Manager

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

NEW RESTAURANT OPENING!!

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 ReservationsManager, 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

• Rolemodelexceptional hospitality, consistently delivering and elevating Hawksmoor service standards.

• Deliverwarm,professionalcommunicationacrosstelephone,email,andin‑personinteractionsinlinenHawksmoortoneandstyle.

• ManageOpenTablereservations,blocking,andreportingwithaccuracy,includingexpertavailabilityplanning.

• WelcomeandcheckinGuestswithgenuinehospitality,ensuringsmoothtableflowandcoatroommanagement.

• Confidentlyleadthedoorduringpeakshifts,settingslatstandardforserviceandorganization.

• Maintainclearcommunicationwiththekitchen,bar,andfloorteamsregardingguestneedsandpreferences.

• Embed“JourneytoRegular”principlesintodailyoperationsandteambehaviors.

• MonitorSentimentSearchinsightsandCSIperformance,guidingtheteamtopcontinuouslyimprove.

• Demonstratestrongmenuknowledge,confidentlyguidingGuestsandmakingrecommendations.

• Handleguestfeedbackandcomplaintswithempathy,urgency,andprofessionalism,ensuringtimelyfollow‑up.

• Ensureaccurateanddetailsguestnotesareconsistentlymaintained,includingVIPsandspecialrequest.

Team Engagement & Culture

• EsteembodyHawksmoorvalueswithprofessionalism,posivity,andintegrity.

• DevelopfutureleadersbymentoringTeamMembersandpreparingsuccessors.

• Overseerecruitment,headcountplanning,andstructuredonboarding.

• Lead,coach,andinspirebothmanagementandhourlyTeamMemberstodeliverexceptionalperformance.

• Deliverengagingandeffectivebriefingsthatalignwiththereservationsteamandwiderrestaurant.

• Fosterapositive,inclusiveenvironmentwhteaminputisvaluedandmoraleisstrong.

Health & Safety

• Adheretoallallergyawareness,cleanliness,andfoodsafetyprocedures.

• Completeallrequiredtrainingandconsistentlyupholdhygienestandards.

• Followopeningandclosingproceduresandconfidentlyguideothersinmaintainingstandards.

Operational Standards

• Managetimeandprioritieseffectivelyinlinewithbusinessandteamneeds.

• ManageschedulingandmonitorlaborperformanceswiftMeetBusinessNeedsandFinancialTargets.

• Drivedemandandoptimizethereservationsbook,identifyingopportunitiestomaximizecoverandrevenues.

• Demonstratestrongunderstandingofdemandconversionanditsimpactonthebusinessperformance.

• Trainandguidetheteamoncomps,promotions,andtheirfinancialimplications.

• Utilizefinancialreportingtoolstomonitorperformanceandinformdecision‑making.

• Recognizehowoperationaldecisionsanderrorsimpactbothguestexperienceandoverallbusinessperformance.

• Workcollaborativelywithalldepartments toensuresmoothandefficientrestaurantoperations.

• Enforceabsenceandlatenesspoliciesconsistentlyandfairly.

Purpose & DEIB

• ChampionDiversity, Equity, Inclusion, and Belonging within the 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

• Understandingredient sourcingand the significance of Hawksmoor being aB Corporation, including the commitment to responsible and sustainable practices

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