Assistant Front Office Manager

Full-Time

Description

About our company:

Springboard Hospitality is a premier third-party hotel management company with a 30+ year history transforming lifestyle hotels, from the islands of Hawaii to the tip of Florida.

Springboard team members are a diverse mix of independent innovators, savvy storytellers, adventure-seekers, tech entrepreneurs, free-thinkers and community leaders making waves across one of the most diverse portfolios in the industry.

At every level, the Springboard team is dedicated to going Above & Beyond to deliver hotels that transform people, properties & communities. From memorable moments at the front desk, to thoughtful room touches, to inspired onsite programming, the Springboard team is committed to empowering the traveler’s journey—inviting them to experience the frequency of each hotel’s locale, pushing authentic human connection, exploration, and discovery, while also driving revenue.

Springboard values intentional culture, and whole-heartedly believes in nurturing, training, and empowering the careers of the hospitality leaders of today and tomorrow, encouraging them to travel and explore, through Springboard’s award-winning portfolio. From work life balance to career development, Springboard values and invests in the greater team, reflected in zero corporate turnover during the pandemic, well positioned for continued growth through the future.

Springboard Hospitality maintains corporate offices in Los Angeles and Honolulu, while also supporting a modern work remote culture for select positions. https://www.springboardhospitality.com/

Primary mission:

Assist the Front Office Manager to direct and supervise the daily operations of the hotel’s front office within corporate and hotel guidelines to provide the highest standards of courteous service while permitting acceptable profit levels Position supervises daily operations in maintaining the Front Office operating efficiently and effectively. May supervise other areas as Manager on Duty of Hotel in the absence of other supervisory personnel.

SCOPE OF WORK + TEAM

• Reports to Front Office Manager
• Supports the Front Office Manager in all areas requested and act in his/her place during his/her absence
• Participate in hotel committees, MOD program and task force assignments

RESPONSIBILITIES

• Implement OLS programs and supervise the daily operations of the Front Office to comply with OLS Standard Operating Procedures, maximize revenues and motivate employees to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
• Review VIP reservations, amenity orders, and resumes for incoming and in-house guests. Update the computer system by inputting inventory and non-inventory groups.
• Control suites to ensure suites and special blocks are handled correctly.
• Communicate with other departments to ensure proper handling of guests and groups. Maintain contact with Reservation and Sales regarding requests for suites, special accommodations, etc. Maintain control over rate changes on in-house guests.
• Compute daily payroll, schedules, and other reports. Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures.
• Performing Front Office supervisory duties; handling cash, making change and balancing an assigned house bank. Accept and record credit cards, vouchers, traveler’s checks, and other forms of payment. Count cash and other methods of payment at the end of the shift to verify and balance the house bank.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Plan and implement detailed steps by using experienced judgment and discretion.
• Communicate effectively both verbally and in writing to provide clear direction to staff. Observe performance and encourage improvement. Administration of disciplinary procedures.
• Monitor lobby traffic and makes staffing adjustments accordingly.
• Monitor and report on expenses (Payroll and supplies) to aid in controlling costs while ensuring adequate staff and supplies are on hand to provide top quality service.
• Refer and follow up on maintenance issues/problems with Engineering to protect hotel assets, ensure a safe, accident free environment for guests and employees and maintain/ improve guest satisfaction.
• Implement emergency training and procedures to ensure appropriate protection of the hotel's guests, staff and company assets.

Qualifications

EXPERIENCE:

• Prior Experience:
  • At least three (3) full years of supervisory employment at the Front Office in a similar size and type of hotel or service related business.
• IT Expertise:
  • Advanced knowledge of computer software (including Microsoft Office, outlook, Opera cloud) and web analytics tools is preferred.

• Education:
  • Four-year college degree or equivalent education/experience.
• Subject Expertise:
  • Requires thorough knowledge of Front Office and Night Audit operations and procedures; a very good understanding and knowledge of all other areas of the hotel especially housekeeping operations and procedures a plus,
  • Requires knowledge of Hotel/OLS policies and procedures and the ability to determine course of action based on these guidelines.
  • Requires supervision/management skills; extremely hands-on management style
  • Excellent verbal and written communication skills;
  • Knowledge of cash handling and credit transaction procedures. Ability to achieve positive guest relations and maximize guest satisfaction.

OTHER EXPECTATIONS:

• Abide by payroll policies, procedures and rules of conduct as stated in the Springboard Hospitality Associate Handbook.
• Demonstrate a working knowledge of all company safety and security procedures.
• Travel required: As needed for hotel familiarization, content creation shoots and to meet with colleagues.
• Hours Required: The hotel operates 24/7. Work hours will vary, and weekends and holiday shifts may be required.

Benefits:

Springboard Hospitality offers an empowered working environment that encourages collaboration and flexibility. We offer a superior benefits package to employees who work 20 hours/week or more that includes:

Full Time Benefits

• Competitive Base Salary
• PTO
• Medical, Dental, Vision, Life, Pet Insurance
• 401K
• Costco Membership
• Bereavement Leave
• Management Contract Referral Program
• Education Assistance

Additional Per Position

• Employee Rates at all of Springboard Hospitality’s 35+ Hotels
• Monthly Cell Phone Stipend
• Dry Cleaning Services
• Hotel Level Executive Bonus Program
• Retention Bonuses
• Lead Share Program
• Associate of the Month/Quarter & Company-wide Associate of the Year Programs
• Associate Referral Bonus Program

Springboard Hospitality Core Values:

• CONNECTED. We are plugged into people, technology and the cutting edge of culture.
• INDEPENDENT. We are free-thinkers who embrace diversity and advocate for innovation.
• COLLABORATIVE. We are collaborative and believe that the best solutions are found by working hand-in-hand.
• PERSONALIZED. We are devoted to authentic human connection, personalizing our approach to the guests and owners that we serve.
• DYNAMIC. We are analytic thought leaders who harness the power of data to maximize return on investment.

OLS Hotels & Resorts LLC dba Springboard Hospitality (Springboard) is an equal opportunity employer. Springboard provides equal employment opportunity for all associates and prohibits discrimination based on race, color, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, religious creed (including religious dress and grooming practices), marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information and characteristics, sexual orientation, gender identity or expression, military or veteran status, or any other basis protected under federal, state, or local laws. Springboard also provides reasonable accommodations for qualified applicants and employees with disabilities or medical conditions in accordance with applicable laws.