Southall Experience Assistant Manager (Reservations)

Southall Farm & Inn is a premier destination bringing nature, produce and people together in a powerful and unique way. The Southall Experience Assistant Manager is responsible for assisting in the oversight of the daily operations of the Southall Experiene (Reservations) Department, ensuring maximum room occupancy and revenue through efficient inventory management and exceptional customer service.

OUR ROLE

• Assist in the management of all elements of the Reservations Department to create an environment where our team connects with the hearts of our guests

• Oversee all individual and group room reservations, ensuring accuracy and timely responses

• Serve as the Certified Trainer to ensure effective, thorough and compliant onboarding and continuous learning in the department

• Manage online booking platforms (OTAs, brand website, GDS, etc.)

• Monitor room availability and manage overbooking situations effectively

• Ensure reservations are accurately entered in the Property Management System (PMS)

• Schedule, supervise and coach Southall Experience Specialists

• Assist in the selection process for future Team Members

• Educate on departmental standards for handling calls, emails, and customer inquiries

• Conduct regular performance reviews and coaching to enhance team effectiveness

• Ensure high-quality guest interactions throughout the booking process

• Handle VIP bookings and special requests with attention to detail

• Resolve guest issues related to reservations promptly and professionally

• Maintain compliance with data privacy policies (e.g., PCI, GDPR)

• Support audits by maintaining accurate records and booking logs

• Maintain a warm and friendly demeanor at all times

OUR TOP CANDIDATE

• Minimum 2 years of reservations experience in a luxury hotel or resort environment (preferred)

• Proven experience in hotel reservations, front office, or revenue management

• Strong knowledge of hotel PMS and CRS systems

• Proficiency with booking engines, channel managers, and OTA extranets

• Excellent organizational, communication, and problem-solving skills

• Demonstrated ability to lead, motivate, and coach a team

• High level of accuracy, attention to detail, and professionalism