Reservations Manager

Responsibilities

• 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.
• Monitor 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 detailed guest notes are consistently maintained, including VIPs and special requests.

Team Engagement & Culture

• Embody 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.
• 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 the restaurant.
• Treat Guests and Team Members with empathy using inclusive and respectful language.
• Foster an environment, addressing inappropriate behaviors or discrimination proactively.
• Be knowledgeable about Hawksmoor’s charity partnerships 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.