Guest Services Manager

The Guest Services Manager is primarily responsible for daily optimization of Open Table reservation books across all brands, ensuring maximum table utilization, healthy cover flow, and an exceptional guest booking experience. This role also serves as the Open Table training and standards lead, responsible for educating, coaching, and supporting hosts and on‑site management teams to ensure consistent, best‑in‑class use of the platform at every location.

Additionally, this position will lead building and maintaining rapport with Priority Guests and take the lead on guest requests from the ownership and Executive Team. This position sits at the intersection of guest experience, operations, and revenue optimization.

This is a full time, salaried role with bonus potential.

• Own daily optimization of Open Table books for all brands, locations, and services (lunch, dinner, and special events).
• Adjust availability, pacing, table configurations, booking windows, turn times, and restrictions based on demand patterns and business needs.
• Monitor real‑time reservation activity to identify gaps, bottlenecks, and opportunities to improve cover flow.
• Ensure Open Table settings align with operational realities (floor plans, staffing levels, and service standards).
• Manage reservation policies including no‑show rules, credit card holds, experiences, and special event configurations.

• Track and report on key reservation metrics including covers, fill rate, cancellations, no‑shows, and booking trends.
• Provide weekly and monthly insights with actionable recommendations to Operations and Leadership.
• Identify opportunities to improve guest conversion, reduce lost covers, and increase utilization during shoulder periods.

• Ensure guest profiles, preferences, and notes are properly maintained to support personalized service.
• Collaborate with Marketing and Operations on promotions, experiences, and high‑demand periods.
• Act as a liaison between corporate leadership and on‑site teams regarding reservation strategy and execution.

• Serve as the internal Open Table subject‑matter expert for hosts and on‑site management teams.
• Train hosts, managers, and leadership on:
  • Proper use of Open Table tools and workflows
  • Reservation pacing and shift management
  • Guest notes, tags, and CRM best practices
  • Effective handling of overbooking, waitlists, and walk‑ins
• Develop and maintain Open Table training standards, SOPs, and quick‑reference guides.
• Conduct refresher trainings, onboarding sessions, and on‑site support as needed.
• Partner with Operations and the Training Team to reinforce accountability and consistency in how Open Table is used across all locations.

• Strong hospitality background with a deep understanding of front‑of‑house operations.
• Demonstrated experience using and managing Open Table at a high level.
• Ability to analyze data and translate insights into operational improvements.
• Strong training, communication, and coaching skills.
• Comfortable working across multiple brands and locations.

• Experience in multi‑unit restaurant groups.
• Background in reservation strategy, revenue management, or guest experience leadership.
• Experience building SOPs or training programs for operational teams.

• Accountability
• Adaptability
• Communication Skills
• Problem Solving
• Integrity
• Leadership Presence
• Professionalism
• Self‑Management
• Teamwork and Collaboration
• Technical Proficiency with purchasing and inventory systems

• Primarily office‑based with frequent on‑site visits to restaurant locations throughout the city of Chicago.
• Regular work in high‑volume, fast‑paced restaurant environments during peak service periods.
• Ability to sit for extended periods while working at a computer and using standard office equipment.
• Ability to stand and walk for extended periods while visiting dining rooms, host stands, and service areas.
• Occasional bending, reaching, climbing stairs, and lifting light materials (up…