Role Overview
The Reservations Manager is responsible for delivering exceptional guest experiences by managing reservations, overseeing customer interactions, and ensuring high levels of satisfaction. This role plays a key part in maintaining the establishment s reputation through effective guest relations, event coordination, and service excellence.
Key Responsibilities
• Reservations & Operations Management : Oversees the reservation process to ensure efficiency and accuracy, managing table allocations and special requests. Works closely with front-of-house, kitchen, and event teams to deliver cohesive and high-quality guest experiences.
• Guest Experience & Relations : Responsible for creating memorable experiences through attentive service and personalized touches, the Reservations Manager handles guest feedback with professionalism and ensures continuous improvement. They recognize VIPs and special occasions, coordinating bespoke services to exceed expectations.
• Event Coordination : The role involves planning and coordinating private events and celebrations, ensuring smooth execution in collaboration with relevant departments and maintaining excellence throughout each function.
• Team Development & Training : Leads training and development initiatives for front-line staff, fostering strong communication skills and a guest-centric culture focused on service excellence.
• Issue Resolution & Crisis Management : Handles guest concerns and complaints discreetly and effectively, applying crisis management procedures to resolve issues swiftly and maintain guest satisfaction.
• Guest Data Management : Maintains detailed guest profiles and preferences to personalize service, ensuring compliance with privacy regulations and upholding data accuracy through regular audit.
• Proven experience managing upscale or high-volume restaurants, preferably in Dubai.
• Experience in restaurant pre-openings is highly preferred.
• Proven experience in guest relations, reservations management, customer service, and handling VIP clients.
• Proficient in reservation systems (Seven Rooms) and customer relationship management (CRM) tools
• Strong leadership, coaching, and team management skills, with experience in staff training and succession planning.
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