Guest Relations and Reservations Manager

Guest Relations & Reservations Manager- MJMK Restaurants

Salary: £45k + bonus linked to KPI's

Role Overview: The Guest Relations & Reservations Manager is responsible for overseeing all aspects of the reservations process and guest experience management. This role ensures seamless service from the point of booking through to post-dining feedback, while maximising reservations efficiency and maintaining best in class hospitality. This is a restaurant-based role that leads host teams, manages booking platforms, and works closely with restaurant managers to optimise guest satisfaction and repeat business

***PLEASE NOTE THIS IS NOT A SALES OR EVENTS ROLE***

Key Responsibilities:

• Lead and train the host teams to deliver a warm, professional, and consistent guest experience in line with MJMK ethos.
• Manage booking platforms including SevenRooms, ensuring accuracy and optimisation of table turns.
• Monitor reservations pace, trends, and availability to maximise occupancy and revenue.
• Act as the first point of contact for special requests, and high-profile guests.
• Manage pre- and post-dining communication with guests, including handling enquiries, complaints, and feedback.
• Maintain and grow guest database, ensuring accurate profiles and preferences are logged.
• Work with restaurant managers to align front-of-house operations with guest experience objectives.
• Collaborate with marketing and events team to maximise covers.
• Lead the team of hosts and support restaurant operation, including checking in on tables, showing the restaurant space and being part of the guest experience.
• Connecting with guests during service and creating returning guests for the restaurants.

Key Skills & Competencies

• Strong background in reservations, guest relations, or front-of-house management in restaurant operation.
• Excellent communication and interpersonal skills, with a natural ability to build rapport with guests and staff.
• Knowledge of reservations and CRM systems (SevenRooms preferred)
• Strong organisational and problem-solving skills, with the ability to work under pressure.
• Leadership qualities with experience in training, coaching, and motivating teams.
• Commercial awareness, with an understanding of revenue management and guest retention.
• Calm under pressure, with a solution-focused approach to guest complaints and operational challenges.

What We Offer:

• 50% discount across all MJMK restaurants
• £500 referral bonus for recommending a friend
• Opportunity to develop your career growth with MJMK Restaurants
• Mental health & well-being support with Hospitality Action who can offer free advice and counselling if you’re struggling at work or at home.
• Enhanced maternity and paternity pay after your first year with us
• Extra day’s holiday every year you’re with us, up to 33 days
• Enhanced pension plan after 5 years with us

About MJMK Restaurants

MJMK Restaurants own and operate a collection of award-winning restaurants. Founded in 2018 by lifelong friends Jake Kasumov and Marco Mendes, our journey began with Casa do Frango. In 2020, we partnered with chef patron Santiago Lastra to open KOL, a fine dining restaurant in Marylebone celebrating Mexican cuisine with British ingredients. KOL has since earned a Michelin Star, named No. 17 on the World’s 50 Best Restaurants list.

In 2022, we launched Lisboeta, a premium restaurant in Fitzrovia with renowned Portuguese chef patron Nuno Mendes. 2024 saw two new ventures: Fonda, a contemporary Mexican concept in Mayfair - our second collaboration with Santiago Lastra - and AngloThai in Marylebone, a debut restaurant from husband-and-wife John and Desiree Chantarasak, blending Thai flavours with British ingredients. Within three months of opening, AngloThai earned a Michelin star.

In the 2025 National Restaurant Awards, AngloThai was named The Square Opening of the Year and ranked 7thin the Top 100 list, followed by KOL at number 50 and Lisboeta at 93rd place.