Reservations Team Lead – Guest Experience & Revenue

The Doyle Collection Ltd.; Washington, Northern (District of Columbia, KY); Hybrid; USD 59,000 - 72,000; Full time

Benefits offered by this job

Free meals on duty

Breakfast provided

Great health plan and benefits

401k plan

Metro access and commuter benefits

Hotel room discounts (US/UK/Ireland)

Job summary

The Dupont Circle Hotel in Washington, part of The Doyle Collection Ltd., seeks an 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.

The Dupont Circle Hotel will require you to lead the Reservations team in the absence of the

Responsibilities

• Act as day-to-day operational lead for Reservations team when Reservations Manager is unavailable; assign priorities, provide coverage, ensure timely completion of work.
• Review same-day and upcoming arrivals for routing, VIP details, room-type accuracy, payments, pre-blocking, and special requests; coordinate with Front Office and Group Housing on exceptions.
• Monitor reservation queues, shared inboxes, voicemail, calls, and service requests; coach on call flow, responsiveness and follow-up.
• Audit reservations across direct and third-party channels for rates, deposits, cancellations, commissions, guest profiles and payment details.
• Monitor room inventory and balance daily to identify opportunities and optimize revenue.
• Support daily pickup and call-distribution reporting; identify trends, escalate issues, and propose staffing/workflow improvements.
• Train and coach team on Opera Cloud, Forbes service standards, hotel policies, product knowledge, and reservation procedures.
• Maintain schedules, attendance, timecards, checklists, and shift handoffs to ensure reliable coverage across Reservations and phone functions.
• Collaborate with Revenue, Sales, Group Housing, Front Office, PBX, Finance, and third-party partners; drive issue resolution with clear leadership updates.

Job description

The Dupont Circle Hotel in Washington, part of The Doyle Collection Ltd., seeks an 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.

The Dupont Circle Hotel will require you to lead the Reservations team in the absence of the