What are the responsibilities and job description for the Innkeeper - The Willows Inn position at Soho House & Co.?
The role…
At Soho House, the Innkeeper oversees all aspects of the running and maintaining of the Inn. A successful Innkeeper is hospitable by nature, pro-active, capable multi-tasker as well as level-headed, professional in demanding and fast-paced environments.
Main Duties
- Providing great guest experience in person or on the phone. To fulfill the needs of our guests in a professional manner.
- Coordinating with housekeeping regarding the daily check in/ out sheet. Communicating immediately as guests check out and which guests have requested late check out/ early check in.
- Complete Room Inspections based on the daily checklist behind housekeeping to ensure rooms are ready for check in.
- Answering the telephone with a professional greeting.
- Processing reservations / answering questions to the best of your knowledge / assisting guests as needed. Also understanding how to handle when faced with questions you do not have the answers readily available.
- Answering incoming emails in a timely manner. Effectively directing email inquiries to the correct team, department and management.
- Checking in / out guests in a professional and confidential manner with the guest's security in mind. Communicating early check or late check-out procedures to the guests and providing alternatives when necessary.
- Assist with luggage when guests checking in and out.
- Offer tour of property for new check-ins and communicate important Inn information such as: breakfast times / wine and hors d'oeuvres reception / pool hours / how to reach an Innkeeper / always get the registration card signed.
- Effectively following up with guests after check in to make sure check in experience went well.
- At check out if applicable saying good bye in person and always thank the guest for staying with us and inviting them back next time
- Taking care of guests requests varying on the guest, and finding alternative best solutions if not able to fulfill original request.
- Establish good guest connection and referring any information to the chef or noting any special requests in their Think Reservations folio for all Innkeepers knowledge.
- Specific guest service such as breakfast service / wine and hors d'oeuvres service / pool service and maintenance.
- Relaying Maintenance issues to the GM in a timely manner.
- Regulating cleanliness / order / temperature control / and lighting in all common areas
- Light housekeeping to include: laundry/dishes/ sweeping/ bussing/garbage when time permits
- Restocking of kitchen supplies and office supplies, reporting to management when supplies are running low
Required Skills/Qualifications
- At least 2 years of similar role or customer service / facing role
- Must be okay with multi-tasking, answering high-volume phone lines and answering inquiries professionally (face to face), timely and to the best of your abilities.
- Quick learner or have OpenTable, Google Sheets and/or ThinkReservations
- Problem solving skills and bring conflict resolution to any anticipated or current matter
- Detail oriented, articulate and ability to multi-task in a high-volume and demanding work environment
- Strong communication skills and ability to understand and follow written and verbal instructions
- Flexible schedule and ability to work nights, weekends and holiday’s (as needed)
Physical Requirements
- Must be able to seize, grasp, turn and hold objects with hands.
- Must be able to work on your feet for at least 8 hours.
- Fast paced movements are required to go from one part of the Inn to others.
- Must be able to move, pull, carry or lift at least 40 pounds.
- Occasionally kneel, bend, crouch and climb as required.
Why work with us...
Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.
- Health Care 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
- Paid Time Off: Full- Time Employees have sick day's vacation days
- Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
- Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
- Learning & Development: An extensive range of internally and externally run courses are available for all employees.
- Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
- Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.
Salary : $20 - $0