GUEST RELATIONS & RESERVATIONS MANAGER SKILLS & COMPETENCIES:

• Strong background in reservations,guest relations,or front-of-house management in restaurant operation.
• Excellent communication and interpersonal skills,with a natural ability to build rapport with guests and staff.
• Knowledge of reservations and CRM systems (SevenRooms preferred)
• Strong organisational and problem-solving skills,with the ability to work under pressure.
• Leadership qualities with experience in training,coaching,and motivating teams.
• Commercial awareness,with an understanding of revenue management and guest retention.
• Calm under pressure,with a solution-focused approach to guest complaints and operational challenges.

ROLE OVERVIEW:

The Guest Relations & Reservations Manager is responsible for overseeing all aspects of the reservations process and guest experience management. This role ensures seamless service from the point of booking through to post-dining feedback,while maximising reservations efficiency and maintaining best in class hospitality. This is a restaurant-based role that leads host teams,manages booking platforms,and works closely with restaurant managers to optimise guest satisfaction and repeat business
Salary:£45K + up to £6K of KPI bonus

GUEST RELATIONS & RESERVATIONS MANAGER KEY RESPONSIBILITIES:

• Lead and train the host teams to deliver a warm,professional,and consistent guest experience in line with MJMK ethos.
• Manage booking platforms including SevenRooms,ensuring accuracy and optimisation of table turns.
• Monitor reservations pace,trends,and availability to maximise occupancy and revenue.
• Act as the first point of contact for special requests,and high-profile guests.
• Manage pre- and post-dining communication with guests,including handling enquiries,complaints,and feedback.
• Maintain and grow guest database,ensuring accurate profiles and preferences are logged.
• Work with restaurant managers to align front-of-house operations with guest experience objectives.
• Collaborate with marketing and events team to maximise covers.
• Lead the team of hosts and support restaurant operation,including checking in on tables,showing the restaurant space and being part of the guest experience.
• Connecting with guests during service and creating returning guests for the restaurants.