Job Description

OPPORTUNITY:

Experienced Innkeeper needed for charming, 11-room luxury Inn/B&B property in Saugatuck, MI. The quaint village location is two and a half hours from downtown Chicago and is a prime destination for Midwestern travelers seeking the best of beaches, water activities, unique shopping, numerous wineries, fine dining, antiquing, and more. This is a unique position that requires both prior experience in food and beverage with either a hotel or full-service boutique lodging property and comfort with being part of a corporate environment. Inn is owned by Chicago-based luxury interior design firm Soucie Horner Design Collective (SHDC); Innkeeper will act as onsite face of the company's hospitality division and will have the opportunity to become a member of SHDC's Business Leadership Team. The Innkeeper will be supported by the company's existing marketing, finance, and human resources teams. Sales acumen is a must. Attention to detail; outgoing, polished demeanor; and passion for stellar guest service essential. Read on for additional details!

POSITION SUMMARY:

In addition to fulfilling the primary duties and responsibilities outlined below, the Innkeeper must understand and enthusiastically contribute to Soucie Horner's positioning as a luxury lifestyle brand. The Innkeeper's job requires a "sales all the time" mentality to develop business and fill rooms. Passion is a must, as is a strong desire to be a member of a bigger team.

The Innkeeper must be highly service-oriented and have excellent customer relations skills, exemplary verbal and written communication skills, excellent organizational skills, and keen attention to detail - all while acting as both a leader and a team player. He/She/They must also understand and be able to use technology and social media. Must implement the guidelines prepared by the owners and follow policies and procedures to promote the Property to the community and its guests.

The Innkeeper must be flexible in the face of ever-changing schedules and circumstances, yet organized and detailed while always remaining calm under pressure. Honesty and integrity are essential attributes of the Innkeeper, who will model and set the standard for appropriate staff behavior. Professional appearance and demeanor are always required when guests are on the Property.

PRIMARY DUTIES and RESPONSIBILITIES:

DAILY GUEST EXPERIENCE

• Provide exemplary customer service to all guests and visitors.
• Respond as quickly as possible to all guest inquiries for overnight accommodations, encouraging guests to make reservations.
• Work with Culinary Team in presenting fresh, local, seasonal menu options for breakfast, afternoon treats and evening small bites, plus personalized celebrations hosted onsite, taking into account guests' dietary restrictions and preferences.
• Oversee the ordering of all general housekeeping supplies, manage costs and inventory within established budget guidelines.
• Manage daily property operations, including general light cleaning, guest room cleaning, laundry, grounds work, and seasonal design projects.
• Oversee the identification and coordination of maintenance, repairs and special projects as requested by owners. Skills in minor household repairs are desirable.
• Manage, schedule, and train all required staff members based on a weekly schedule.
• Opportunity to participate in the business leadership team, including monthly team meetings (3 hours, via Zoom) and the annual goals and reviews process.
• Understand and work toward achieving all business objectives created by the owners and reviewed monthly.
• Assume the role of Wickwood Inn's spokesperson in the absence of the owners and in all emergency situations.
• Other duties may arise from time to time and may be assigned to the Innkeeper.

SALES/MARKETING

Overall marketing and public relations plan will be developed and implemented by the SHDC Marketing Team with responsibilities assigned to the Innkeeper.

• Deploy the marketing strategy with the Marketing Team.
• Build relationships in the business sector (Inn being thought of as a business retreat).
• Sell rooms and add-ons throughout the year…regardless of the season.
• Maintain a calendar of events and a property management system, preparing accurate sales, marketing, and food and beverage forecasts.
• Monitor and update as needed all marketing and social media sites, including website, Facebook, blogs, review sites, e-newsletters, etc., in conjunction with the marketing team.

HUMAN RESOURCES

SHDC will provide Human Resources support including recruitment assistance, compensation and performance management, compliance, etc., in keeping with the practices across all business units. The Innkeeper will be responsible for gathering, organizing and forwarding necessary employee data and documentation in either digital or written format as directed by the HR Advisor.

• Align headcount and staffing needs with projected growth.​
• Handle all aspects of local recruiting from job postings, interviews and job offers consulting with HR Advisor.​
• Onboarding and ongoing training of new hires and all employees.
• Provide all staff with hospitality training and ensure participation and certification in Food Handling & Safety training.​

FINANCE

SHDC will manage payroll, process payables and receivables. The Innkeeper will be responsible for gathering, organizing, and forwarding necessary financial data and documentation in either digital or written format as directed by the Chief Financial Officer.

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