Assistant Reservations Manager

Dupont-Circle; Washington (District of Columbia); On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

Free meals on duty

Great health plan

401k plan

Metro access

Employee hotel discounts

Staff events

Job summary

The Dupont Circle Hotel in Washington DC is seeking a hands-on Assistant Reservations Manager to support daily reservations operations and help lead a polished guest experience.

The role emphasizes coaching a team, owning daily follow-through, and balancing service excellence with revenue awareness and operational accuracy. Salary is competitive with great benefits.

Qualifications

• Hands-on reservations professional for daily operations and guest experience.
• Ability to coach a team, manage follow-through and balance service with revenue.
• Familiarity with Opera Cloud or hotel reservation systems.

Responsibilities

• Lead Reservations team when Reservations Manager is unavailable and assign priorities.
• Review arrivals for routing, VIPs, room types, payments, pre-blocking and special requests with front office partners.
• Monitor queues, calls, and service requests; coach on call flow, responsiveness and follow-up.
• Audit reservations across channels for rates, deposits, terms, commissions and guest data.
• Monitor room inventory and balance daily to optimize revenue and availability decisions.
• Support pickup and distribution reporting; escalate data/system issues and propose process improvements.
• Train staff on Opera Cloud, Forbes service standards, hotel policies and reservation procedures.
• Maintain schedules, attendance records and shift handoffs for reliable coverage.
• Collaborate with Revenue, Sales, Group Housing, Front Office, PBX, Finance and partners; communicate updates to leadership.

Skills

Leadership

Team coaching

Customer service

Operations awareness

Revenue awareness

Tools

Opera Cloud

Job description

Contract: Permanent
Salary: $65,900 per year + great benefits

We are currently seeking a hands-on Assistant Reservations Manager to support daily reservations operations and help lead a polished, responsive guest experience. This role is ideal for an organized hospitality professional who can coach a team, own daily follow-through, and balance service excellence with revenue awareness and operational accuracy.

Your responsibilities:

• Serve as the day-to-day operational lead for the Reservations team when the Reservations Manager is unavailable; assign priorities, provide coverage, and ensure timely completion of work.
• Review same-day and upcoming arrivals for routing, traces, VIP details, room-type accuracy, payment requirements, pre-blocking needs, and special requests; partner with Front Office and Group Housing on exceptions.
• Monitor reservation queues, shared inboxes, voicemail, call activity, abandoned/unanswered calls, and service requests; coach the team on call flow, conversion, responsiveness, and professional follow-up.
• Audit reservations across direct and third-party channels for rates, packages, deposits, cancellation terms, commissions, guest profiles, credit card/payment details, and accurate documentation.
• Monitor room inventory and balance daily to identify opportunities, support availability decisions, and optimize revenue.
• Support daily pickup and call-distribution reporting; identify trends, **escalate** system or data issues, and recommend practical improvements to staffing, workflow, and guest service.
• Train and coach team members on Opera Cloud, Forbes service standards, hotel policies, product knowledge, telephone etiquette, and consistent reservation procedures.
• Maintain schedules, attendance records, timecards, checklists, and shift handoffs; help ensure reliable coverage across Reservations and assigned phone functions.
• Collaborate with Revenue, Sales, Group Housing, Front Office, PBX, Finance, and third-party partners; take ownership of issues through resolution and communicate clear updates to leadership.

The perks of working with The Dupont Circle

• Free meals on duty as well as breakfast to get you started and all-day tea and coffee for the caffeine lovers
• Great health plan and benefits
• Plan for your future with our 401k plan
• Great location with easy access to the Metro and commuter benefits
• Discounted hotel rooms in the UK, Ireland and USA for you, your family and friends
• 50% off food when dining with the Doyle Collection
• In-house training team dedicated to your personal development
• Reward and recognition programmes (earn bonuses, restaurant meals, overnight stays and extra days off!)
• Staff summer parties, Christmas parties and regular team get togethers
• Plus more …

The Dupont Circle, Washington

The Dupont Circle Hotel in Washington DC is a luxury property located right on Dupont Circle in the nation's capital. Newly renovated the hotel has 327 chicly styled and luxuriously appointed guest rooms, with 12 bespoke penthouse suites located on the 9th floor of the hotel. Home to Pembroke Restaurant and Doyle Bar, the property also boasts almost 10,000 square feet of meeting and event space.

The Dupont Circle Hotel does not discriminate against employees or applicants for employment based upon race, color, religion, sex, national origin, age, disability, personal appearance, sexual orientation, gender identity or expression, marital status, family responsibilities, genetic information, matriculation, or political affiliation. We will make any reasonable effort to ensure that all applicants and employees receive equal opportunity in personnel matters, including recruiting, selection, training, placement, promotion, wages and benefits, transfers, terminations, and working conditions.