Reservations Manager

Overview Reporting to the General Manager we're looking for a Reservations Manager to join our team and help us open our third US restaurant. 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. Responsibilities Guest Experience: 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. Demonstrate a strong understanding of demand conversion and its impact on the business performance. Train and guide the team on comps, promotions, and their financial implications. Utilize financial reporting tools to monitor performance and inform decision-making. 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. 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 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. #J-18808-Ljbffr Hawksmoor