Innkeeper - Willows Inn

Overview

Innkeeper role at Soho House. Oversees all aspects of running and maintaining the Inn. Looking for someone hospitable by nature, pro-active, capable multi-tasker, and professional in demanding and fast-paced environments.

• Providing great guest experience in person or on the phone, fulfilling guest needs professionally.
• Coordinating with housekeeping regarding daily check-in/out sheets; communicating guest checkout details and late/early check-in requests.
• Completing room inspections based on the daily housekeeping checklist to ensure rooms are ready for check-in.
• Answering the telephone with a professional greeting.
• Processing reservations, answering questions, and assisting guests; handling questions without immediate answers.
• Responding to incoming emails promptly and directing inquiries to the correct team or management.
• Checking in/out guests professionally and confidentially with security in mind; communicating early/late check-in procedures and providing alternatives when needed.
• Assisting with luggage during check-in/check-out.
• Offering a property tour for new guests and communicating key Inn information (breakfast times, wine & hors d oeuvres reception, pool hours, how to reach an Innkeeper, registration card). Ensure registration card is signed.
• Following up with guests after check-in to ensure a positive experience.
• Ending interactions at check-out by thanking guests and inviting them back.
• Handling guest requests and finding alternative solutions when needed.
• Establishing good guest connections and noting special requests in Think Reservations folio for Innkeepers knowledge.
• Providing specific guest services such as breakfast, wine & hors d oeuvres, and pool service/maintenance.
• Relaying maintenance issues to the General Manager in a timely manner.
• Maintaining cleanliness, order, temperature control, and lighting in all common areas.
• Light housekeeping duties as time permits (laundry, dishes, sweeping, bussing, garbage).
• Restocking kitchen and office supplies; reporting low supply levels to management.

• At least 2 years in a similar role or in customer service/facing role.
• Ability to multi-task, handle high-volume phone lines, and respond to inquiries professionally (in person) and promptly.
• Open Table, Google Sheets, and/or Think Reservations familiarity or quick learners.
• Problem solving and conflict resolution skills.
• Detail-oriented, articulate, and able to multi-task in a high-volume, demanding environment.
• Strong communication skills with ability to understand and follow written and verbal instructions.
• Flexible schedule with ability to work nights, weekends, and holidays as needed.

• 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 to move between areas of the Inn.
• Must be able to move, pull, carry, or lift at least 40 pounds.
• Occasionally kneel, bend, crouch, and climb as required.

Soho House offers competitive compensation packages with global benefits and perks. We provide training to develop technical and managerial skills for career growth.

• Health Care + 401K:
  Full-time employees eligible for medical, dental, vision, and retirement with a 2% match
• Paid Time Off:
  Sick days and vacation days for full-time employees
• Career Development:
  Domestic or international progression opportunities
• Soho Impact:
  Community empowerment through mentoring, apprenticeships, outreach, and sustainability
• Learning & Development:
  Wide range of courses available
• Cookhouse & House Tonic:
  Food and drink culture with monthly calendars, trips, trainings, and events
• Team Events:
  Fitness sessions, cinema screenings, art classes, etc.
• Team Meal:
  Substantial meal provided while on duty

Salary range for California: $20.00 per hour. Actual compensation based on experience and other factors permitted by law.