Job Description

MUST BE ELIGIBLE TO WORK IN USA.

SUMMARY:

This position reports to the Director of Hotel Operations. The Reservations Manager is responsible for the successful operation of the Inn’s Reservations department including the hiring, training, scheduling and management of reservations agents, and ensuring maximum possible revenue. Key to the role is ensuring that all Reservations-Guest interactions meet or exceed Forbes 5-Star and AAA 5-Diamond standards.

** ESSENTIAL FUNCTIONS**

• Oversee daily operations of Reservations Department, including assigning and monitoring tasks.
• Ensure that Reservations Team is delivering guest service in accordance with Forbes 5-Star, Triple A 5-Diamond, and Michelin 3-Star standards.
• Hire and train new Reservations Agents.
• Manage departmental scheduling, supply ordering, and labor costs.
• Take overflow calls when necessary.
• Initiate policies to improve collaboration between the Reservations team and key departments within the property to the enable the Inn to deliver exceptional guest experiences.
• Work closely with the Sales and E-Commerce team to create eNewsletters, hotel packages, and other marketing venues.
• Update and manage inventory restrictions and allotments for all venues.
• Regularly review website content for accuracy and contribute to content as needed.
• Collaborate with the DOSM and Special Events Director to implement an online event calendar on the Inn’s website.
• Assist in the implementation and ongoing management of the Inn’s new dining room reservation software.
• Create and distribute Daily Report.
• Implement professional growth guidelines for Reservations Agents.
• Ensure all Reservations team members are adequately uniformed and meeting the Inn’s grooming standards.
• Explore and expand options for local activities to provide guests of the Inn with leisure activity options.
• Assist with Inn staff functions.
• Ensuring the office space is kept neat, orderly, dusted and regularly vacuumed by the Reservations team.
• Attend meetings as invited by DOSM, Director of Hotel Operations, Director of Finance, and General Manager.
• Consistently serve as an ambassador to The Inn at Little Washington in all interactions.

Qualifications

** QUALIFICATIONS**

Required

• Must possess excellent analytical, communication, organizational, and time management skills, and must have the ability to prioritize work.
• Bachelor's degree, preferably in Hotel Management or Business Management.
• A minimum of 2 years experience in a management or supervisory position.
• A minimum of 2 years experience in guest service, preferably in a luxury property.
• Computer proficiency, preferably in Excel, Microsoft Word, Google
• Excellent spoken and written English.
• Demonstrated track record of strong attention to detail and excellent communication skills

Desirable

• Ability to communicate in a language other than English, preferable Spanish, or French.

** SKILLS**

Required

• Strong interpersonal and communications skills, both verbal and written and the ability to work well with co-workers and the public.
• Ability to present clear, concise and meaningful information to Owner, Guests, Executives, Managers and Team Members.
• Ability to coach and mentor assistant Managers and line staff.
• Ability to analyze, interpret and understand financial data.
• Ability to solve practical and complex problems.
• Ability to compute mathematical calculations.
• Ability to use good judgment and maintain discretion and diplomacy while performing job duties.
• Ability to promote positive relations with guests and staff.
• Ability to remain calm, courteous and helpful.
• Ability to think clearly and quickly.
• Ability to prioritize, organize and follow-up.
• Ability to maintain confidentiality of all guests and Inn information.
• Ability to work cohesively with other departments.

** TRAVEL REQUIRMENTS**

• Periodic need to use personal vehicle to attend off-site meetings, visit suppliers/vendors, or research local resorts and restaurants.

** PHYSICAL DEMANDS**

• Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing.
• Have frequent need to perform standing and walking activities.
• Vision requirements: constant need to view small print.
• Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.

The Inn at Little Washington is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws

Additional Information

All your information will be kept confidential according to EEO guidelines.