Reservations & Innkeeper Manager

Reservations & Innkeeper Manager
Location: Mendocino, CA
Job Type: Full-Time, Hourly, Nonexempt
Pay Range: $25.00–$30.00 per hour, depending on experience and qualifications
Work Location: In person

Position Summary
We are seeking an experienced, service-oriented Reservations & Innkeeper Manager to lead daily innkeeping and reservations operations for our boutique hospitality property. This position is responsible for supporting an elevated guest experience through accurate reservations management, professional guest communication, effective team leadership, and strong coordination with Housekeeping, Operations, Events, and Management.

The ideal candidate brings strong hospitality instincts, excellent communication skills, attention to detail, and the ability to lead while also working hands-on alongside the Innkeeping team. This role oversees reservation activity, guest communication, room assignments, front-office workflow, elopement package coordination, and team training to ensure a smooth and welcoming experience for every guest.

Key Responsibilities

Inn Operations & Guest Service

• Lead and support daily Innkeeper operations, ensuring service standards and hospitality expectations are consistently met.
• Maintain visibility at the front office and support professional guest check-in and check-out experiences.
• Respond promptly and professionally to guest concerns, special requests, and service recovery needs.
• Ensure accurate room assignments, reservation processing, and pre-arrival guest communication.
• Maintain cleanliness, organization, and professional appearance of front-office and Innkeeper workspaces.

Staff Leadership, Training & Scheduling

• Create, publish, and manage the Innkeeper weekly schedule based on occupancy and operational needs.
• Participate in interviews and provide hiring recommendations to management.
• Lead onboarding and ongoing training for Innkeepers, including PMS usage, service standards, SOPs, and guest communication expectations.
• Provide coaching, performance feedback, and support for corrective action processes in collaboration with management and HR.
• Maintain current training materials, SOPs, checklists, and service resources.

Reservations Management & System Administration

• Manage reservation activity, including confirmations, modifications, cancellations, deposits, billing accuracy, and guest notes.
• Maintain strong knowledge of room types, rates, packages, amenities, restrictions, and seasonal promotions.
• Ensure accurate PMS data entry, reporting, and system updates.
• Monitor inventory, overbooking risks, group blocks, and special event lodging allocations.
• Prepare rooming lists, group communication details, and pre-arrival notes for Housekeeping and Operations.

Elopement Packages, Weddings & Special Bookings

• Serve as the primary contact for elopement packages and special lodging packages.
• Coordinate the elopement process from inquiry through reservation, vendor coordination, confirmations, pre-arrival preparation, onsite needs, and follow-up.
• Support wedding guest room blocks and coordinate with couples regarding guest notes, preferences, and room assignment needs.
• Maintain timely and professional communication with vendors, couples, guests, and internal teams.

Administration, Reporting & Financial Accuracy

• Audit daily paperwork, payment logs, folio accuracy, and supporting documentation.
• Monitor occupancy trends, ADR, pickup, and related reservation activity to assist leadership with planning and forecasting.
• Maintain accurate records of reservations, guest issues, credits, and service recovery notes.
• Support lodging packages, promotions, rate accuracy, and reservation integrity.

Communication & Collaboration

• Maintain clear and timely communication with the General Manager, Housekeeping Manager, Restaurant Manager, Maintenance Manager, HR, and other departments.
• Lead or contribute to daily pre-shift communication and weekly operations meetings.
• Communicate room status updates, VIP arrivals, special requests, and major operational changes to the appropriate teams.
• Ensure SOP updates, policy changes, and operational notices are communicated to the Innkeeping team.

Compliance, Safety & Workplace Standards

• Support workplace safety practices, front-office security standards, emergency procedures, and guest privacy expectations.
• Monitor, document, and report incidents, safety concerns, or maintenance issues promptly.
• Uphold company policies, confidentiality standards, and professional workplace expectations.
• Ensure Innkeepers follow cleanliness standards, checklists, and property appearance expectations.

Qualifications

• Minimum of 2 years of hospitality, front-office, reservations, or guest-service experience; boutique or luxury hospitality experience preferred.
• Prior supervisory or team-lead experience strongly preferred.
• Strong guest service, problem-solving, and service-recovery skills.
• Excellent verbal and written communication skills.
• Strong attention to detail, organization, and administrative accuracy.
• Ability to prioritize, follow through, and manage multiple tasks in a fast-paced hospitality environment.
• Proficiency with Microsoft Office, Google Workspace, and property management systems; experience with hotel PMS platforms preferred.
• Availability to work a flexible schedule, including weekends, holidays, evenings, and peak business periods.
• Familiarity with the Mendocino/Fort Bragg region and local tourism is a plus.

Physical & Work Environment Requirements
The physical and work environment requirements described below are representative of those that may be needed to successfully perform the essential functions of this role, with or without reasonable accommodation.

• Ability to sit, stand, walk, and move throughout the property for extended periods during a shift.
• Ability to use computers, phones, office equipment, and reservation systems for extended periods.
• Regular use of hands and fingers for typing, writing, filing, and handling office materials.
• Ability to bend, reach, lift, carry, and move items as needed.
• Ability to lift and carry up to 35 pounds, with or without reasonable accommodation.
• Ability to communicate clearly with guests, employees, vendors, and managers in person, by phone, and in writing.
• Work may occur in indoor and outdoor areas of the property and during busy guest-service periods.
• May have occasional exposure to standard office equipment, cleaning products, and general hospitality property conditions.

Other Duties
This job posting describes the general nature and level of work expected for this position. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Duties may be changed, added, or reassigned based on business needs.

Equal Employment Opportunity
We are an equal opportunity employer and make employment decisions based on qualifications, merit, and business needs. We do not discriminate on the basis of any protected status under federal, state, or local law.

Pay: $25.00 - $30.00 per hour

Benefits:

• Employee discount
• Paid time off

Work Location: In person

Salary : $25 - $30