Location: BM – Westwood, NJ
Position Summary
The Reservations & Guest Experience Manager is the face and voice of BM before guests ever walk through our doors. This role is responsible for managing all reservations, maintaining optimal dining room flow, creating memorable first impressions, and serving as the primary point of communication for guests before, during, and after their visit.
In a fast-paced, energetic restaurant, this position requires exceptional organization, professionalism, and hospitality. The Reservations & Guest Experience Manager works closely with management and the service team to maximize occupancy, build guest relationships, resolve concerns, and ensure every guest experiences the level of hospitality that defines BM.
Primary Responsibilities
Guest Experience
- Welcome every guest with warmth, energy, and professionalism.
- Create memorable first impressions while setting the tone for the dining experience.
- Build relationships with regular guests and recognize VIPs and returning customers.
- Resolve guest concerns professionally and escalate issues when appropriate.
- Follow up on guest feedback to ensure complete satisfaction.
Reservations & Dining Room Management
- Manage all reservations through the reservation platform.
- Optimize seating arrangements to maximize covers while maintaining service standards.
- Balance reservations, walk-ins, and waitlists during peak service.
- Monitor table turns and communicate constantly with managers and service staff.
- Confirm large parties and special requests prior to arrival.
- Coordinate VIP experiences, birthdays, anniversaries, and special occasions.
Guest Communication
- Answer all incoming phone calls professionally.
- Respond promptly to emails, reservation requests, social media inquiries, and online messages.
- Provide accurate information regarding menus, hours, parking, private events, and restaurant policies.
- Maintain clear and timely communication with guests regarding reservation changes or special accommodations.
Administrative Responsibilities
- Maintain accurate guest profiles and reservation notes.
- Track cancellations, no-shows, and reservation trends.
- Assist management with reservation reports and forecasting.
- Maintain organized reservation records and guest databases.
Team Communication
- Communicate guest preferences and special requests to managers, kitchen, and service teams.
- Keep management informed of VIP arrivals, large parties, and operational challenges.
- Assist with pre-shift communication regarding reservations and expected volume.
- Support hosts and managers during busy service periods.
Brand Representation
- Represent BM with professionalism across every guest interaction.
- Maintain a polished appearance and positive attitude.
- Ensure every communication reflects the restaurant’s hospitality standards and personality.
- Help cultivate a lively, welcoming atmosphere consistent with BM’s energetic brand.
Qualifications
- Previous restaurant hospitality experience preferred.
- Experience with reservation platforms (Resy, OpenTable, SevenRooms, etc.).
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Comfortable working in a high-volume, fast-paced environment.
- Professional phone etiquette.
- Positive attitude with strong problem-solving skills.
- Ability to remain calm under pressure.
