Southall Experience Assistant Manager (Reservations)

Southall • Franklin, TN

1d

About The Position

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 OUR BENEFITS Competitive compensation package Medical, dental, vision, short and long-term disability, company-provided life insurance Generous paid time off accruals 9 paid holidays annually Weekly pay 401k and company match Education reimbursement Best-in-class Employee Assistance Program Free weekly outdoor activities and wellness classes 30% internal discounts Fresh and free daily meal Bountiful internal growth opportunities OUR TEAM Assembled intentionally with dynamic expertise, the Southall team is offered the unique opportunity to learn humbly with, and from, each other. We invest in a growth mindset and take it upon ourselves to strengthen our knowledge and grit daily. We honor the cycles of nature, get our hands dirty and taste the earths bounty in an effort to connect with the land. We plan with purpose, seeing past the present day and seeking to consider the planet with each step. We embrace a blend of ancient techniques and modern technologies in our practice of sustainability. We celebrate ingenuity and resourcefulness and approach our roles through the eyes of an entrepreneur, looking beyond our respective corners to the big picture. Acting with intention, we approach each day with gratitude for the opportunity to serve our guests and each other. A humble holder of our Michelin Key, our team strives to provide a level of luxury that feels effortless and sincere. The Southall team cares for our visitors with the same caliber of kindness and respect as we care for the humans that work alongside us. Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

Requirements

• 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

Responsibilities

• 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

Benefits

• Competitive compensation package
• Medical, dental, vision, short and long-term disability, company-provided life insurance
• Generous paid time off accruals
• 9 paid holidays annually
• Weekly pay
• 401k and company match
• Education reimbursement
• Best-in-class Employee Assistance Program
• Free weekly outdoor activities and wellness classes
• 30% internal discounts
• Fresh and free daily meal
• Bountiful internal growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees