Reservations Manager

• Accessible
  
  Employer:
  
  Yes
• Open to International applicants with valid Canadian Work permits:
  Yes

Come work with and learn from Victoria’s own Executive Chef Kristian Eligh as they design seasonally focused menus that celebrate the global and locally sourced ingredients. Marilena was recognized as one of Canada’s 100 Best Restaurants, ranking #39 in 2025. At the Vancouver Magazine Restaurant Awards, Marilena was celebrated as the Best Restaurant in Victoria. and is celebrated for its locally sourced West Coast cuisine.

JOB SUMMARY:

The Reservations Manager will set the tone for the entire dining experience through the initial guest contact. The incumbent will oversee the front desk team to ensure all guests are warmly welcomed and efficiently seated in a location that best suits their needs. The Reservations Manager and front desk team will work closely with management and service staff to ensure the restaurant maximizes each guest experience from beginning to end.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(other duties may be assigned as required)

Coordinates all guests’ needs, special requests, and inquiries to ensure an unparalleled guest experience and assists the team with guest recognition
Manages incoming phone and email queries and reservation requests
Manages a team that will warmly and efficiently welcome and seat guests
Trains new host staff to maintain high standards of service execution
Acts to best resolve problems to the satisfaction of all parties involved
Ensures all information provided to guests and team members is current and accurate
Initiates conversations with guests to identify personal preferences and records notes in guest profiles
Maintains exceptional cleanliness at the host station and in the guest waiting area
Promotes teamwork through daily communication and coordination with other departments
Possesses knowledge of the local area and provides valid and relevant directions, recommendations, and resources to successfully fulfill guest requests
Maintains a constantly professional, friendly, and hospitable work space
Attends all departmental meetings and training sessions
Works flexible hours including evenings, weekends, and holidays
Under the direction of the Restaurant Director and/or Executive Chef, initiates and executes special projects as required

REQUIRED EXPERIENCE AND QUALIFICATIONS:

Minimum 2 years’ relevant hospitality experience in a fine dining or comparable environment
Post-secondary level of education or relevant hospitality degree is an asset
Strong verbal and written English communication skills; fluency in a second language is an asset
Strong interpersonal skills and a positive can-do attitude
Must have a passion for delivering outstanding customer service
Must possess a strong understanding of and have a passion for food and wine
An understanding of and ability to operate, manage, and optimize reservation software such as Seven Rooms, Open Table, Tripleseat, Tock, etc.

Experience with creating, updating, and navigating documents in MS Office and Google Docs
Basic understanding of food and beverage point of sales (POS) system
Demonstrates a pleasant phone etiquette with use of professional and clear language
Able to think independently; possess good judgement and problem solving skills
Able to work harmoniously and professionally with all coworkers
Must be able to stand for the duration of an entire shift