FRONT OFFICE MANAGER

Join the 30-year-old Company turned start-up that is making waves in Hospitality!

With Home Offices in Los Angeles Waikiki, Springboard Hospitality has reinvented itself from a successful 30-year legacy in small-scale hospitality management with a focus on 150 rooms or less to launch its next 30 years (and beyond) as the leader in independent branded lifestyle hotels.

Be a part of our diverse team where we value innovative thinkers from diverse experience that help define a new intersection of bold ideas & problem solvers.

With properties in now 10 U.S. states, we are known for seamlessly navigating vital asset operations, from revenue management and human resources to marketing, food and beverage, and more. As Springboard, we emphasize the importance of progressive innovation as an integral component to our success.

Springboard has undergone a process of identifying five key words that define our essential characterizes in our continued belief that others who also identify with them as a mirror images of themselves, have untapped potential to enjoy helping create an innovative hotel management company while getting to be their best selves each & every day. Those five words are...

PERSONALIZED > INDEPENDENT > DYNAMIC > CONNECTED > COLLABORATIVE

Front Office Manager
More efficiency. More innovation. More edge.

 You are a professional people-person with a vivacious personality having the confidence to manage a team.  You have worked as a hotel front office supervisor before. 

Guests and colleagues are enamored with your excellent hospitality.  You make everyone feel welcomed!

You are detailed and analytically-savvy.  When no one else is around, you take charge and get the job done!  No wonder they refer to you as the M.O.D. in the evening shift. 

If these characteristics sound like you, you may be that person we are looking for…our future FRONT OFFICE MANAGER.

Here is what the job would look like: 

As the Front Office Manager (FOM), you will direct and supervise the daily operations of the hotel’s front office within corporate and hotel guidelines while championing guest and associate satisfaction, and promoting profit levels. Efficiently and effectively, you will manage the Front Office daily operations in the swing / pm shift.  You may supervise other areas as the Manager-on-Duty (MOD) of Hotel, in the absence of other managers during the evening shift.

ESSENTIAL JOB FUNCTIONS:

• Implement Springboard programs and supervise the daily operations of the Front Office to comply with Springboard Hospitality's Standard Operating Procedures, maximize revenues and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
• Acts as Hotel Manager, Manager-on-Duty for the PM shift / 5 days in a week.
• Runs 4:00 PM daily stand-up meetings during the PM shifts.
• Develop and maintain the Front Office, Bell/Valet (as pertain to the property).
• Write and revise ongoing front desk policies and procedures.
• Communicates all information regarding property promotions to the necessary departments and to the Front Office staff.
• Assist in maximizing revenue by monitoring inventory and increasing RevPAR.
• 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.
• 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.

• Assist in hiring, training and supervises the Front Desk & Bell/Valet staff and conducts performance evaluations, coach and counsel associates when necessary.

• Review group resumes, Guest VIPs, & daily reports and communicates all necessary information to the Front Office and other departments to communicates any special requests to the staff to ensure smooth daily operation.
• Field Guest and Associate complaints, conducting through research to develop the most effective solutions. Plan and implement detailed steps by using experienced judgment and discretion.

• Assist in regularly conducting Front Office staff meetings for the purpose of keeping the staff informed, providing training and to create a positive work environment.

• Run necessary reports to monitor accuracy of data entry to avoid reservation duplications.

• Assist in the supervision of the Front office and Bell/Valet staff, to include scheduling, enforcing service standards and in the training and motivation of the staff.
• Prepare and complete the Front Desk Schedule for the following week by end of shift Wednesday for GM review.

• When necessary performs the duties of his/her subordinates.

• All other duties as assigned by the General Manager.

 ONGOING EVERYDAY TASKS:

• Perform special projects and other responsibilities as assigned.
• Participate in hotel committees, MOD program and task force assignments
• Assist in all areas requested and act in the GM's place during his/her absence.
• Abide by payroll policies, procedures (punch in/punch out), Meals and Rest Periods policy and OLS Rules of Conduct.
• 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 General Manager.
• Read and abide by all the regulations and rules of conduct stated in the associate handbook.

If interested, please apply at www.springboardhospitality.com > Careers.  Springboard is an EEO/M/F/D/V Drug Free Employer

These are what the job requires:

Education: 

Four-year college degree or equivalent education/experience.

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.

Skills and Abilities: 

• 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/Springboard 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.

No. of associates supervised: 5-15 associates

Hours Required: Forty to fifty hours over a five-day period; scheduled days and times may vary based on business needs