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.

https://www.springboardhospitality.com/

Primary mission:

Supervise the Front Desk Agents, Valet, Bell staff to ensure completion of essential duties necessary for an efficient Front Desk operation. May supervise other areas as Manager on Duty of Hotel in the absence of other supervisory personnel. Supervise the Front Desk Agents, to ensure completion of essential duties necessary for an efficient Front Desk operation. May supervise other areas as Manager on Duty of Hotel in the absence of other supervisory personnel.

SCOPE OF WORK TEAM

• Reports to Guest Services Manager
• Supports the Front Office Department/ Reservations

RESPONSIBILITIES

• Assist in creating a warm, hospitable environment and memorable guest experiences for all guests.
• Help provide a respectful work environment fostered by open communication, clear directives and accountability.
• Answer department telephone within 3 rings, correct greeting, and proper etiquette.
• Supervise desk agents and work load distribution during shift. Complete shift check-lists as specified and audit desk agent checklist to ensure completion.
• Handle guest check-ins and check-outs efficiently and in a friendly and professional manner.
• Run appropriate reporting in a timely manner and relay necessary information to effected departments and individuals.
• Enter and/or modify group reservations, process necessary group billing per group resume and/or as assigned.
• Update and communicate daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to effected departments and individuals.
• Participate and/or lead daily stand-up meetings (AM/PM).
• Review desk agent end of shift reports and ensure proper bank out and deposit drop procedures are followed.
• Responsible for assigned bank and ensuring accuracy of contracted monies; keep bank secure at all times.
• Monitor key control to maintain hotel security and communicate any irregularities to the MOD or Director of Operations.
• Maintain open communication with all department teams via radio, email and/or daily MOD log.
• Assist in responding to guest reviews timely via various channels (i.e. Expedia, Booking.com, etc.).
• Ensure all desk agents document and track all guest requests, complaints, or problems via lodging system (Opera) and the MOD log.
• Assist desk agents in providing creative service solutions to guest complaints to ensure guest satisfaction.
• Assist in training and onboarding of any desk agents.
• Identify and communicate training opportunities for ongoing desk agent development.
• Ensure desk agents possesses knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
• Email usage; responds and processes emails in a timely manner.
• Communicate with prior shifts to review all follow-up items have been addressed.
• Meet with FOM/Supervisors daily to review assignments and priorities.
• Create and/or participate in hotel and department initiatives and incentives.
• Participate in monthly departmental meetings.
• Maintain organized and clean work area with necessary supplies.
• Act as MOD as needed
• Respond to guest questions regarding the hotel. Know the lay out of the hotel and the surrounding areas.

You may be assigned these:

• Maintain good working relationships and open lines of communication with all other departments.
• Train, cross-train, and re-train (when necessary) all Front Office staff.
• Training between our two properties: Sandcastle, South Beach and Sandcastle at the Pavilion.
• Assist the leadership when necessary.
• Perform special projects and other responsibilities as assigned.

Our expectations from you:

• Abide by payroll policies, procedures (punch in/punch out) and rules of conduct as stated in the OLS Hotels & Resorts associate manual.
• Demonstrate a working knowledge of all hotel safety and security procedures as required maintaining a secure and safe environment for associates as well as guests.
• Report any unusual occurrences and/or request to the immediate supervisor/MOD.
• Read and abide by all the regulations and rules of conduct stated in the associate handbook.

Qualifications

EXPERIENCE:

• Prior Experience:
  • 1 years supervisory experience in a hotel or other customer relations Position
• IT Expertise:
  • Advanced knowledge of computer software (including Microsoft Office, outlook) and web analytics tools is preferred.

• Education:
  • High School education or equivalent experience.
• Subject Expertise:
  • Ability to communicate in English. Second language desirable.
  • Ability to achieve positive guest relations and maximize guest satisfaction.
  • Ability to handle cash and credit transactions.
  • Ability to enforce all company rules and Standard Operating Procedures (SOPs).
  • Knowledge of cash handling and credit transaction procedures.
  • Ability to work variable schedules, including weekends.
  • 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.
  • Report any unusual occurrences and/or request to Supervisor.
  • 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 and read, write and understand the English language
  • 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 have proficient working knowledge of Microsoft Office, Opera; preferred.
  • 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 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.