Director of Reservations - Ocean House

Company Description

A Collection Unlike Any Other

The Ocean House Collections includes 3 luxury properties. 

The Ocean House is a Forbes 5-Star property featuring 49 luxury guest rooms, 20 signature suites.  The Cottage Collection includes 10 privately owned vacation homes.  The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.

The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedroom signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences. 

The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button.  The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.

Job Description

Organize and manage the responsibilities of the PBX department & activity contractors to maintain and deliver a high standard experience from activity quality, on-property service and communication to maximize guest satisfaction & hotel profits. 

The DR will be responsible for managing the team that handles incoming dining inquiry calls from current & future hotel guests as well as the public.  Calls from hotel guests include but are not limited to dining reservations for the collection, activity reservations for the collection, in-room dining orders & transportation services.  Calls from public guests include dining reservations and OHM sponsored events. 

 

Leadership Responsibilities:

• Ensures daily oversight of inventory management and sales for all OH Collection properties; OH, WI, WHI and Cottages.
• Communicates daily with Revenue Management partners at Hawkins Hospitality. Updating availability and sales strategy.
• Trains & manages all DS and PBX staff
• Performs regular pulse checks and pursues coaching opportunities to ensure success of the individuals on the team.
• Works as a liaison between Destination Services and all property management teams
• Provides daily management and training of Travel Outlook staff and any other remote Destination Services team associates.
• Works closely with sales/marketing to ensure the website is up to date & accurate with all dining & activities information

Administrative Responsibilities:

• Champion’s the program ALICE
• Reservations Champion for Intelity
• Champions Open Table
  • Creation of experiences
  • Daily adjustments based on reservations, seasonality & staffing
  • Creates & manages seasonal outlet setup
  • Attend trainings to learn program specific skills & updates \
  • Manages special holiday floor plans, reservations & confirmation calls
• Loads and regulates Cabana & Croquet availability in Maestro
• Attends NAVIS meeting monthly
• Completes employee reviews & all HR related items in a timely fashion
• Oversees PBX, DS & contractor payroll
• Entering all department invoices
• Schedules & plans monthly department meetings
• Schedules PBX & DS Staff to be approved by GDRR
• Assist in the creation & setup of packages & promotions
• Attends weekly F&B meetings
  • OH & WI
• Attends bi-weekly revenue meetings
  • Takes meeting notes & distributes
  • Creates meeting agenda
  • Moderates the meetings

Operational Responsibilities:

• Manages the PBX call routing
• Books LPD that can be handled by F&B without Catering
• Regularly reviews activity availability
• Takes calls as needed including but not limited to dining reservations, activity reservations & IRD
• Ensure factsheets are up to date and shared with the team
• Mangers the live information document with Travel Outlook (fact sheet info)

Internal Relationships:

Directly Supervises:

• DS agents, on site and remote
• PBX agents
• Group Coordinator

Qualifications

Bachelor's degree preferred; at least 2 to 5 years of supervisory work experience that can be demonstrated to be applicable to the duties listed in the job description.  Must have experience managing and developing staff.  Experience in the luxury hospitality industry is highly desirable and experience in a five-star environment is preferred.

• Skill in organizing resources and establishing priorities
• Ability to effectively and efficiently handle multiple, simultaneous tasks and projects
• Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments
• Employee development and performance management skills
• Knowledge of office management principles and procedures
• Advanced verbal and written communication skills and the ability to work with a wide range of constituencies in a diverse operation
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to communicate with all departments and continuously perform essential job functions
• Be willing to learn and grown professionally; accepts and supports change to policies & procedures as needed.

Additional Information

Qualified applicants may apply through our website: Careers - Ocean House (oceanhouseri.com)

Or may email with resume to Brian Honan BHonan@OHCollection.com