Reception & Reservation Manager

Role Overview

Team and Operations

• Train, schedule, mentor, and monitor reception and reservation staff performance.
• Coordinate with culinary and service teams for accurate guest flow and table readiness.
• Ensure the reception area, dining facilities, guest requirements, and service areas are prepared, clean, and maintained.
• Ensure alignment with health, safety, and company standard operating procedures.

Reservations and Guest Flow

• Handle inbound and outbound reservation communications across phone, email, and online platforms.
• Manage large group bookings, VIPs, special requests, waitlists, walk-ins, no-shows, and last-minute cancellations.
• Update table layouts and floor plans in the reservation system to reflect real-time seating capacity.
• Maintain guest profiles, preferences, special-occasion notes, reservation records, and advance bookings.
• Welcome guests, escort them to suitable tables, provide menus and specials, and introduce them to their servers.
• Manage pagers and waiting guests, provide updates, and minimize guest wait times.

Guest Service and Reporting

• Answer guest questions, phone calls, complaints, and feedback accurately, politely, and professionally.
• Respond to online guest reviews related to reservations or reception service.
• Generate daily, weekly, and monthly reports on reservations and guest activity.
• Monitor reservation trends and adjust shift strategies or floor plans accordingly.
• Assist with reservation-related promotions and campaigns.

Service Standards and Side Work

• Maintain knowledge of food and beverage offerings, outlets, services, and operating hours.
• Inspect dining facilities and complete side work including menu checks, tray refilling, high-chair cleaning, restroom checks, pager inventory, and server-map updates.
• Inform runners about dirty tables and notify housekeepers when restrooms require cleaning.
• Attend person-in-charge, basic food hygiene, and work safety training programs.

Work Location

• Work location is in person.

Requirements

• Maintain complete knowledge of the restaurant's food and beverage offerings, outlets, services, and operating hours.
• Attend person-in-charge, basic food hygiene, and work safety training programs.