RECEPTION MANAGER at GAIA USA LLC – Miami, Florida
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About This Position
J O B T I T L E
RECEPTION MANAGER
D E P A R T M E N T
FRONT OF THE HOUSE
R E P O R T S T O
GENERAL MANAGER
JOB DESCRIPTION
The Reception Manager oversees the Front Desk and Reservations operations, ensuring that every guest receives a warm, professional, and seamless welcome in line with GAIA’s luxury hospitality standards. This role supervises and develops the Reception, Host, and Reservation teams while managing daily operations, guest communications, reservation flow, and VIP coordination. The Reception Manager acts as the main liaison between the reception area and restaurant leadership, driving service excellence, team performance, and operational efficiency.
RESPONSIBILITIES
Essential Functions
- Lead, train, and supervise the Reception and Reservations teams, ensuring adherence to GAIA’s service standards and operational procedures.
- Oversee the SevenRooms reservation system, ensure all bookings, modifications, cancellations, guest notes, and VIP preferences are accurately recorded and communicated to the appropriate teams.
- Monitor reservation pace, table allocation, and seating optimization to maximize revenue and guest satisfaction.
- Ensure every guest is greeted warmly, promptly, and professional upon arrival, in person or by phone.
- Coordinate closely with the Restaurant Manager and service teams to ensure smooth seating, efficient turnover, and alignment with service flow.
- Ensure the reception area, podium, and entrance remain clean, organized, and staffed by a welcoming, well-presented team member.
- Oversee pre-shift preparations, including updating menus, reservation lists, VIP alerts, and floor charts.
- Review and verify that all tables are clean, set, and fully prepared before seating guests.
- Handle guest concerns related to reservations, seating, or service issues in a prompt, professional, and solution-oriented manner.
- Manage daily reservation reports, including guest counts, cancellations, no-shows, and VIP summaries.
- Maintain accurate guest databases and ensure consistent follow-up to enhance guest loyalty and retention.
- Support in planning and coordinating special events, large groups, and private dining arrangements.
- Conduct daily team briefings to communicate priorities, service goals, and special events.
- Ensure all reception and reservation checklists (opening/closing) are completed and signed off daily.
- Perform any additional duties as assigned by management.
Additional Responsibilities
- Recruit, onboard, and train new reception and reservation team members.
- Prepare weekly staff schedules and adjust coverage based on business forecasts.
- Conduct grooming checks, SOP audits, and performance evaluations for team members.
- Collaborate with management to develop new procedures that improve the guest experience and operational flow.
- Maintain comprehensive knowledge of restaurant layout, table numbers, sections, and staff assignments each shift.
- Provide guidance during peak periods by assisting with guest seating, phone coverage, or special arrangements.
- Promote teamwork and communication across all departments to support an exceptional guest experience.
- Perform additional duties as assigned by the General Manager or Assistant General Manager.
PERSONAL COMPETENCIES
- Strong leadership and organizational abilities with a focus on guest service excellence.
- Polished communication and interpersonal skills, both verbal and written.
- Exceptional problem-solving, adaptability, and conflict-resolution skills.
- Highly detail-oriented with strong multitasking and delegation abilities.
- Professional appearance and demeanor that reflect GAIA’s brand values.
- Ability to motivate, coach, and inspire the team to deliver consistent, outstanding service
EDUCATION, EXPERIENCE AND SKILLS REQUIREMENTS
- Bachelor’s degree in Hospitality Management or related field preferred.
- Minimum of three (3) years of supervisory experience in fine dining, luxury hospitality, or guest relations.
- Advanced proficiency in reservation and guest management systems (preferably SevenRooms).
- Strong computer literacy (Microsoft Office Suite, POS familiarity).
- Proven track record of leading and developing high-performing teams.
- Excellent command of English; additional languages are a plus.
PHYSICAL DEMANDS & WORKING CONDITIONS
Physical Requirements
- Must be able to stand and walk for extended periods (up to 8–10 hours per shift).
- Regularly required to reach, bend, and lift items up to 15 pounds.
- Must have the ability to hear, speak, and communicate clearly in person and over the phone.
- Manual dexterity and visual acuity required for operating reservation systems and handling paperwork.
- Ability to maintain focus and composure during high-volume service periods.
Work Environment
- Luxury hospitality environment with frequent guest interaction.
- Work performed primarily indoors in a climate-controlled setting, occasionally outdoors for guest greeting.
- Flexible schedule required, including evenings, weekends, and holidays based on business needs.
- Direct collaboration with management, service, and culinary teams in a fast-paced setting.
INTENT AND FUNCTION OF THE JOB DESCRIPTION
The Company reserves the right, at any time with or without notice, to alter or change job duties, reassign or transfer responsibilities, or assign additional responsibilities as needed. From time to time, you may be directed to work on special projects or perform other duties as assigned that are necessary or important to the operation of the Company.
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Job Location
Job Location
This job is located in the Miami, Florida, 33010, United States region.