The Reservation System Manager is responsible for the performance, accuracy, and guest-facing effectiveness of the venue’s reservation platform. This role ensures that booking systems support smooth service, protect revenue, improve table yield, and provide a seamless experience for guests and staff. Within Technology & Systems, it sits at the intersection of operations, guest relations, and data management, making it a critical support function for service delivery and commercial performance.
This position typically reports to the Operations Manager, General Manager, or Head of Technology/Systems, depending on the structure of the venue. It works closely with front-of-house leadership, host teams, revenue or marketing teams, and sometimes security or membership teams in club and lounge environments. The role may also coordinate with IT support and third-party reservation platform providers.
Key responsibilities include:
- Managing the reservation system day to day, including setup, configuration, user access, and troubleshooting.
- Maintaining accurate table maps, booking rules, guest profiles, notes, and special requests.
- Monitoring reservation flow to support occupancy targets, reduce no-shows, and maximise covers and table turnover.
- Generating and analysing reports on bookings, guest demand, cancellation trends, pacing, and peak times.
- Ensuring the system is aligned with service standards, floor plans, event schedules, and capacity limits.
- Training hosts, supervisors, and relevant staff on correct system use and booking procedures.
- Supporting VIP handling, special occasions, waitlists, deposits, prepayments, and confirmation processes.
- Liaising with vendors or technical support to resolve issues, implement updates, and improve functionality.
- Protecting guest data and ensuring system use complies with venue policies and privacy requirements.
The ideal person for this role is:
- Highly organised, calm under pressure, and detail-focused.
- Comfortable with technology and confident learning new platforms quickly.
- Strong in communication, coordination, and follow-through.
- Analytical, with the ability to spot patterns and improve booking performance.
- Guest-aware, understanding that system accuracy directly affects service quality.
- Able to balance operational discipline with flexibility in a fast-paced hospitality environment.