Head of Reservations & Guest Relations

MJMK is looking for a Head of Reservations & Guest Relations who is equally driven by maximising covers and delivering exceptional hospitality at every guest touchpoint. This role leads the full reservations and guest relations function across the group, ensuring every enquiry is converted, every opportunity is captured, and every guest feels genuinely welcomed and well cared for. You will champion a commercial mindset while setting the tone for how we host, communicate and build lasting guest relationships. You are the operational heartbeat of our bookings strategy and the human face of our hospitality. You will set clear KPIs, monitor performance, and coach teams to deliver results without ever losing warmth, personality or brand integrity. This is a role for someone who thrives in a fast paced environment, loves a full book, and takes real pride in creating restaurants that feel alive, intentional and fun!

What you will be doing:

• Leading all reservations and guest relations activity across the MJMK group
• Embedding a guest first, commercially sharp mindset across teams, balancing warmth with results
• Setting and tracking KPIs around conversion, enquiry response times, covers, cancellations and no shows
• Training teams to maximise demand, upsell thoughtfully, and optimise availability without compromising experience
• Owning the guest journey from first enquiry through to post visit, ensuring consistency and brand alignment
• Using SevenRooms at an advanced level to manage forecasting, demand, guest data and performance reporting
• Working closely with Operations and site leadership to plan, strategise and improve guest flow and pacing
• Ensuring every enquiry is handled with speed, confidence, warmth and genuine care
• Building strong relationships with regulars, VIPs and key guests across the estate
• Analysing data to drive decisions, influence trading strategy and support wider business goals

What we are looking for:

• A SevenRooms expert with proven experience using the system at a high level
• Someone commercially driven and KPI focused, who understands how reservations directly impact revenue
• Strong experience leading reservations and guest relations within high quality restaurants
• A natural host and clear communicator who can train, motivate and inspire teams
• Confident with forecasting, occupancy management and data led decision making
• A fast thinker who thrives on solving problems and keeping service flowing smoothly
• Someone who loves hospitality and understands the power of a brilliant first impression, where guests feel recognised, remembered, and genuinely welcomed

What we offer:

• 50% staff discount across all MJMK restaurants
• Enhanced maternity and paternity pay, after your first year with us
• 28 days holiday inclusive of Bank Holidays
• Mental health and well-being assistance via Hospitality Action, offering free advice and counselling
• An enhanced pension plan after five years with us
• Referral bonus

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 restaurant in Marylebone celebrating Mexican cuisine with British ingredients. KOL has since earned a Michelin Star and been named one of the World’s 50 Best Restaurants. In 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 7th in the Top 100 list, followed by KOL at number 50. Luso, a contemporary Portuguese restaurant in Fitzrovia, opened in September 2025.