Reservations Manager
Terrain at The Clayfield Hotel | Niagara-on-the-Lake, Ontario
About Terrain
Terrain is the signature restaurant at The Clayfield Hotel, a luxury destination in the heart of Niagara-on-the-Lake wine country. Guided by a deep respect for local ingredients, seasonal expression, and refined hospitality, Terrain delivers a dining experience defined by precision, warmth, and authenticity.
We are building toward high standards of service and recognition—where excellence is consistent, expectations are high, and hospitality is delivered with genuine human connection.
Role Summary
The Reservations Manager is the central orchestrator of guest engagement before, during, and after their visit. This role manages reservations, group bookings, guest communications, and key administrative functions while also acting as a critical operational link between front-of-house and back-of-house teams.
Beyond logistics, this is a hospitality leadership role focused on shaping experience, anticipating needs, and ensuring every detail of the guest journey reflects Terrain’s standard of excellence.
Key Responsibilities
Reservations & Guest Flow Management
- Manage all individual and group reservations across all booking platforms and direct channels
- Optimize seating strategy, pacing, and availability in alignment with service capacity and leadership direction
- Maintain accuracy and consistency across all reservation systems
- Ensure reservation decisions support a smooth, elevated, and well-paced guest experience
Group Bookings & Event Coordination Support
- Oversee inquiry, coordination, and confirmation of group dining reservations
- Communicate clearly with guests regarding menus, timing, logistics, and expectations
- Support follow-up communication to ensure clarity, alignment, and conversion of group inquiries
- Maintain organized records of all group bookings, agreements, and guest requirements
Guest Experience Communications
- Manage all guest inquiry emails and phone communications with warmth, clarity, and professionalism
- Lead pre-arrival communication to personalize and enhance the guest experience
- Conduct post-visit follow-ups to strengthen guest relationships and encourage return visits
- Ensure all communication reflects Terrain’s tone: polished, approachable, confident, and human
Operations, BEO & BOH/FOH Coordination
- Coordinate and distribute Banquet Event Orders (BEOs) and reservation notes to all relevant departments
- Act as a communication hub between FOH and BOH to ensure full alignment on guest details and service requirements
- Translate reservation and group booking details into clear, actionable operational instructions
- Proactively identify potential service challenges and collaborate with leadership on solutions in advance of service
- Ensure continuity of information across reservations, service team, and culinary team for flawless execution
Administrative & Operational Support
- Support restaurant leadership with administrative organization, documentation, and internal coordination
- Maintain accurate guest profiles, preferences, and history to support personalized hospitality
- Track reservation trends, guest feedback, and booking patterns to support operational insight
- Assist with reporting and general operational coordination as required
Community & Wine Country Partnerships
- Build and maintain relationships with local organizations, community groups, and regional partners
- Engage with Niagara-on-the-Lake wineries, vineyards, and breweries to support collaborative experiences
- Coordinate and support joint initiatives such as tasting dinners, seasonal events, and community-focused programming
- Identify opportunities to strengthen Terrain’s presence as a respected and active member of the local hospitality community
- Represent Terrain in all outreach with professionalism, warmth, and authenticity
Service Philosophy
We operate at a high level of expectation and discipline, grounded in a “yes-first” philosophy. At Terrain, hospitality begins with willingness—finding thoughtful, creative ways to accommodate guest needs while maintaining uncompromising standards.
Luxury is not formality—it is effortless precision delivered with warmth, calm confidence, and genuine care. Every interaction should feel intentional, human, and seamless.
Qualifications
- 3+ years in reservations, guest services, hospitality coordination, or administrative operations (fine dining or luxury hospitality preferred)
- Experience with group bookings, event coordination, or guest relations strongly valued
- Exceptional written and verbal communication skills
- Strong organizational ability with meticulous attention to detail and follow-through
- Ability to manage multiple priorities, systems, and communication channels simultaneously
- Familiarity with reservation platforms (e.g., OpenTable, SevenRooms, Tock, or similar systems)
- Understanding of high-end hospitality standards and service flow management
- Naturally guest-focused with strong emotional intelligence and problem-solving ability
What Success Looks Like
- Guests feel known, welcomed, and confidently guided from first contact
- Group bookings and reservations are seamlessly coordinated with minimal operational friction
- FOH and BOH teams operate in full alignment through clear, proactive communication
- Guest communication is consistent, warm, and reflective of luxury standards
- Strong engagement with local community and wine country partners enhances Terrain’s presence and reputation
- The entire reservation and guest coordination system feels organized, calm, and elevated
Culture at Terrain
We are disciplined in our standards and intentional in our execution. We value precision, consistency, and accountability—but never at the expense of warmth or humanity.
We are approachable, grounded, and genuine, while delivering hospitality that meets the expectations of world-class dining. Excellence is expected. Kindness is non-negotiable.
Pay: From $20.00 per hour
Benefits:
Work Location: In person
