Front Office Manager

Full-Time

Description

Front Office Manager – VOCO The Shelby, Myrtle Beach 

As the Front Office Manager for VOCO - The Shelby, Myrtle Beach, your passion for making sure that everyone is having a great time will parallel your passion for delivering exceptional experiences for our guests and local community. Your role will go beyond managing, it’s about curating a space where guests will connect with great food, fellow travelers, local culture and where our team is inspired to bring their best every day and share that enthusiasm with our guests. 

ABOUT OUR COMPANY 

VOCO, an IHG Hotel  

VOCO, IHG’s fastest-ever global brand expansion, embodies its Latin roots with the meaning “to invite” and “call together,” reflecting a charming and approachable nature. Each VOCO destination celebrates its unique locale, while maintaining a distinct and consistent style. Guests can enjoy a blend of local flair and personal touches, combined with a relaxed, unstuffy atmosphere that promises memorable experiences.  

VOCO - The Shelby Myrtle Beach blends modern elegance with coastal charm, offering guests an unforgettable stay. Our boutique hotel promises personalized service, stunning accommodations, and a warm, inviting atmosphere. We’re not just a place to stay; we’re a destination that celebrates the unique spirit of Myrtle Beach. 

Renovation to be completed by Spring 2025. 

ABOUT THE ROLE 

As the Front Office Manager at VOCO – The Shelby, you will lead the guest experience from booking to departure, ensuring every interaction is seamless, personalized, and memorable. You will empower your team to deliver attentive, authentic service while curating unique experiences that reflect the essence of our brand. By anticipating guest needs and fostering meaningful connections, you’ll create lasting impressions and elevate the overall stay. Your passion for local culture, food, music, and outdoor adventures will position you as the go-to source for insider recommendations, enriching each guest’s experience with the best of the community and beyond. 

Beyond overseeing daily operations, you will collaborate across departments to develop and execute year-round experiences for both guests and the local community. Your leadership will inspire your team to exceed expectations while maintaining budget goals and profitability. Through your enthusiasm and creative energy, you will set the tone for an exceptional, guest-centered experience at VOCO – The Shelby, ensuring every visitor feels connected to the magic of the destination.  

SCOPE OF WORK + TEAM 

• Manages Front Office, ensuring alignment with brand values and guidelines, impeccable and approachable guest service, and efficient and effective processes that enable a strong financial adherence to budgeted expectations. 

• Maintain a mastery of knowledge of all Outbound Stowe room and experience features, guest amenities, services, hours of operations, packages, promotions, and availability, and train your team in the same. 

ONGOING + EVERYDAY TASKS: 

• Financial Management: 

• Oversees scheduling, front office budgeting, ordering and supply inventory for front office. 

• Monitor and ensure all cashier and financial procedures are in accordance with accounting policies and standards to include shortage/overages, late charges, cancellation/no shows, upgrades, retail, petty cash/ paid outs, adjustments, posting charges, etc. 

• Property Oversight: 

• Tours and visually inspects the entry and lobby daily. 

• Monitors experiential touchpoints, cleanliness, and quality of product and service. 

• People Leadership: 

• Demonstrates leadership through effective communication and interpersonal skills. 

• Encourages trust, respect, and cooperation among team members. 

• Coaches and develops team members. 

• Models appropriate behaviors and fosters a culture of excellence. 

• Collaborate closely with housekeeping, maintenance, food and beverage, revenue, marketing, sales and catering, managers and teams. 

• Meetings & Training:  

• Leads daily morning meetings with housekeeping staff, provides ongoing training, and conducts weekly walk-throughs with the General Manager and Property Engineer to ensure operational success. 

QUALIFICATIONS 

• Strong leadership and organizational skills. 

• Service-oriented with exceptional customer service and sales skills. 

• Ability to multitask in a fast-paced environment. 

• Excellent interpersonal and communication skills. 

• Upholds the brand's authentic, approachable, adventure-curious, and sociable characteristics. 

• Must be able to work weekend and evening shifts, including Fridays & Saturdays and during music series and events as needed. 

SERVICE STRATEGY 

• Acts as an Exceptional Innkeeper, Local Ambassador, Charming Storyteller, Community Builder, Adventure Facilitator, and Unique Experience Designer. 

• Ensures that service aligns with VOCO - The Shelby Hotels' commitment to surprise and delight, embrace local partnerships, prioritize the community, and create and inviting atmosphere. 

BENEFITS

Springboard Hospitality offers an empowered working environment that encourages collaboration and flexibility. We offer a superior benefits package to full time employees that includes: 

• Competitive Base Salary 

• Vacation

• Medical, Dental, Vision, Life, Pet Insurance 

• 401K 

• Bereavement Leave 

• Employee Rates at all of Springboard Hospitality’s 35+ Hotels 

• Monthly Cell Phone Stipend 

• Hotel Level Manager 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 together. 

• 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 accommodation for qualified applicants and employees with disabilities or medical conditions in accordance with applicable laws. 

Qualifications

EXPERIENCE:

• Prior Experience:
  • 3+ years of employment in a related position with this company or other organization(s).
• IT Expertise:
  • Advanced knowledge of computer software (including Microsoft Office, outlook, Oprah PMS) and web analytics tools is preferred.
  • Ability to operate a computer, calculator, phone switchboard/console, printer, radioblue tooth

• Education:
  • Two-Year College Degree or equivalent required
• Subject Expertise:
  • Requires thorough knowledge of the Front Office Operation
  • Requires Supervisory/Management skills
  • Must maintain a warm and friendly demeanor; maintains composure and objectivity when needed
  • Very good telephone and guest relations etiquette and skills
  • Demonstrate a working knowledge of all property safety and security procedures as required maintaining a secure and safe environment for employees as well as guests.
  • Read and abide by all the regulations and rules of conduct stated in the Associate Handbook.
  • Must be service oriented with excellent customer service and sales skills
  • Must be able to effectively communicate to guests, management, and coworkers
  • Good written/verbal communication skills;
  • Must be energetic and outgoing
  • Must possess excellent interpersonal and organizational skills
  • Must be able to follow directions with attention to detail, speed and accuracy
  • Must be a team player with the ability to work under minimal supervision
  • Must be able to multi-task in a fast-paced work environment
  • Must be able to understand and work with basic financial information and solve basic arithmetic problems
  • Must be able to type 45 wpm and have the ability to input data and access information on the computer
  • Must be able to exercise confidentiality and discretion.

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: Must primarily work during Springboard Hospitality business hours, Monday - Friday 8am - 5pm (PST), while understanding that the hotel business functions 24/7 and some weekend or holiday work may occasionally 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 Hospitalitys 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.