The Reservations Manager is responsible for overseeing all reservation activities, guest communication, and table management within the restaurant. This role ensures efficient reservation flow, maximizes table occupancy, and maintains high guest satisfaction.

Key Responsibilities

Manage all reservation channels (phone, WhatsApp, social media, online platforms).

Ensure accurate reservation entries, table assignments, and guest notes (preferences, allergies, VIPs).

Confirm, modify, and optimize reservations to maximize table turnover and occupancy.

Handle large bookings, private dining requests, and special occasions professionally.

Resolve booking conflicts, last-minute changes, and no-shows efficiently.

Coordinate with the Restaurant Manager to align reservation flow with service capacity.

Supervise the hostess team and ensure consistent adherence to grooming, service, and communication standards.

Prepare hostess schedules, organize tasks, and ensure sufficient coverage during peak hours.

Conduct daily briefings and communicate floor plans, VIP lists, and operational updates.

Train new hostesses on greeting standards, seating procedures, reservation handling, and guest etiquette.

Evaluate hostess performance and support their development.

Work closely with the floor supervisors to ensure smooth seating rotation and efficient table turnover.

Adjust seating plans in real time based on walk-ins, delays, and service pace.

Ensure VIP guests are prioritized and seated according to protocols.

Monitor guest waiting times and communicate updates clearly and politely.

Guest Experience & Service Quality

Ensure all guests are greeted warmly, professionally, and promptly.

Handle guest complaints or concerns in a courteous and solution-oriented manner.

Maintain a high standard of communication, hospitality, and service consistency.

Ensure the hostess desk, entrance area, and waiting zones are always orderly and presentable.

Prepare daily reservation reports detailing occupancy, cancellations, no-shows, and VIP notes.

Maintain and update guest profiles, feedback records, and CRM data when applicable.

Coordinate with management for special events, promotions, and holiday operations.

Ensure all reservation policies and procedures are followed.

Qualifications & Requirements

Minimum 15 years of experience in reservations or front-of-house roles, preferably in high-end restaurants or hospitality.

Proven experience leading and training teams (hostesses or FOH staff).

Strong communication skills, both verbal and written.

Excellent organizational and multitasking abilities.

Customer-service–oriented with a professional and welcoming demeanor.

Proficiency in reservation software or POS systems

Ability to work under pressure and during peak hours.

Fluency in English; Arabic and French are an advantage