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:

As the Assistant Operations Manager, you will have the special opportunity to supervise the daily operations of Front Desk department, promoting a safe environment and quality service to achieve maximum guest satisfaction, protection of assets and minimal expenses. This role will oversee the daily operations of the Front Desk. Recommends and implements procedural changes, monitors inventories and expenses.

SCOPE OF WORK + TEAM

• Reports to Operations Manager
• Part of the Front Desk team

RESPONSIBILITIES

• Maintain regular attendance in compliance with property standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Maintain a professional working relationship and promote open lines of communication with other managers, team members and all other departments.
• Comply at all times with property standards and regulations to encourage safe and efficient hotel operations.
• Conduct daily morning meeting with staff.
• Operate efficiently and professionally in communicating with hotel team members.
• Ensure the proper use of radio etiquette within the team.
• Run all front office operations including daily tasks and duties of the Front Desk and Night Audit.
• Ensure guest privacy and security by correctly following property procedures.
• Participate in required M.O.D. coverage as scheduled.
• Train and encourage staff to provide outstanding guest service and upsell at all times.
• Resolve guest complaints in a prompt and courteous manner.
• Oversee accurate and proper cash handling procedures to ensure policy adherence and the submission of complete and accurate necessary cash handling documentation.
• Handle overall supervision for arriving VIP and groups.
• Monitor all V.I.P.'s, special guests and requests.
• Maintain and monitor "Lost and Found" procedures and policies according to standards.
• Conduct monthly departmental meetings with front desk team.
• Prepare and conduct all front desk interviews and hiring procedures.
• Ensure compliance to property standards by training all Front Desk Agents and Night Audits.
• Prepare team members’ schedule according to the business forecast, payroll budgeted guidelines and productivity requirements.
• Submit the schedule to the General Manager/Operations Manager weekly.
• Review Front Desk and Night Audit’s worked hours for payroll compilation and submit to People & Culture on a timely basis.
• Conduct all 90-day and annual team member performance appraisals according to Company’s standard operating procedures.
• Train and review all safety rules and procedures with all front desk team members.
• Ensure that team members are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other team members.
• Motivate, coach, counsel and discipline all front desk team members.
• Respond to all guest requests, situations, complaints and accidents presented to Front Desk in an attentive, courteous and efficient way.
• Focus the team on its role in contributing to guest comment card scores.
• Maintain standards regarding Purchase Orders, coding of invoices and checkbook accounting according to S.O.P.'s.
• Maintain required pars of all front desk supplies by ordering all needed supplies and amenities on a month/quarterly basis.
• Conduct monthly and quarterly front desk inventories on a timely basis.
• Attend monthly all team member meetings, and any other functions required by management.
• Attend weekly staff meetings and provide training on a rotational basis.
• Establish and maintain a key control system for the department.
• Conduct weekly walk through with General Manager/Operations Manager and Property Engineer.
• Respond to emergency situations using information contained in the SDS Binder, making sure that the sheets are current and easily available.
• Promote and practice compliance with fire, health, safety and hygiene standards and regulations.
• Ensure implementation of all property policies and house rules.

• Properly store, secure and issue supplies as needed to meet business demands.
• Complete all reports in a timely and efficient manner as required by management.
• Establish, with General Manager's approval, any additional standards as needed for the Front Desk departments.
• Review Guest Request log daily to ensure that all requests have been met, taking proactive steps to address problems before they occur.
• Report any unusual occurrences and/or request to Supervisor.
• Special projects and other responsibilities as assigned.
• Participate in hotel committees, MOD program and task force assignments.

EXPERIENCE:

• Prior Experience:
  • At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4 year college degree at least 1 year of related experience.
  • Supervisory experience required.
  • Must have a valid driver's license for the applicable state.
• IT Expertise:
  • Advanced knowledge of computer software (including Microsoft Office, outlook) and web analytics tools is preferred.
• Education:
  • High School diploma or GED required; college degree preferred.
• Subject Expertise:
  • Must be service oriented with excellent customer service and sales 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
  • May require long hours depending on occupancy.
  • Medium work - exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.
  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must work well in stressful, high-pressure situations.
  • Must maintain composure and objectivity under pressure.
  • Strong Opera PMS system experience and knowledge as well as strong MS Office Programs.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
  • Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
  • Must be effective in listening to, understanding and clarifying the issue raised by co-workers and guests.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.
  • 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.
• Hours Required: Must primarily work during Springboard Hospitality business hours, Monday - Friday 8am - 4pm (HST), while understanding that the hotel business functions 24/7 and weekends 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
• Vacation
• Paid Sick Leave
• Medical, Dental, Vision, Life, Pet Insurance
• 401K
• Costco Membership
• Bereavement Leave
• Management Contract Referral Program
• Education Assistance

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

Qualifications