Innkeeper - The Willows Inn

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.