Front Office Manager - Outbound Stowe

Description

FRONT OFFICE MANAGER – OUTBOUND STOWE

As Front Office Manager at Outbound Stowe, you will manage a team that delivers service in an environment where hospitality isn't just a standard but a heartfelt commitment. Your role goes beyond managing; it's about curating a space where guests connect to the outdoors, local culture, and fellow travelers, and where our team is inspired to bring their best every day and share that enthusiasm with our guests.  Ultimately, you are driven by the desire to lead a team toward maximum productivity and efficiency, while delivering the utmost guest experience.

ABOUT OUR COMPANY

Outbound Hotels:

Outbound Stowe is part of the Outbound Hotels collection, offering authentic, one-of-a-kind.

lodging that harmonizes with outdoor adventure. Guests can enjoy knowledgeable and friendly service; fun and engaging experiences; and an environment that is thoughtfully designed, embraces its place, and celebrates its community.

Other Outbound Hotels include the Virginian Lodge in Jackson Hole, WY, Outbound Mammoth and future properties including Outbound Yosemite in Oakhurst, CA near Yosemite National Park.

https://www.outboundhotels.com/

Springboard Hospitality:

Springboard Hospitality is a premier third-party hotel management company with a 30 year history transforming lifestyle hotels throughout the United States.  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.

https://www.springboardhospitality.com/

ABOUT THE ROLE

As the Front Office Manager, you will embody the Outbound brand as an authentic, approachable, adventure-curious, sociable, and savvy leader. You will build and lead a team who exemplifies our values of fostering human connection, providing unique experiences, enjoying life outside, working hard to achieve our goals, all while valuing good people, good food, and good music.  You will make meaningful connections with all guests by exhibiting an authentic and warm sense of interest, and anticipation of their needs, responding promptly to requests and concerns, and always maintaining positive guest relations.

You will be responsible for ideating and helping to execute the guest experience from reservation, check-in, stay, departure and ongoing loyalty and communication.  You will know the most interesting people, best bars, best hikes, best food, best musicians, and best adventures so our guests can always enjoy the magic of Stowe, not just what's in the run-of-the-mill tour guides.

You love the outdoors and are familiar (or inspired to become familiar) with the epic adventures found in Outbound Stowe’s backyard and beyond.  Whatever the season, you are excited to share the best Mother Nature has to offer and are inspired to foster connections to the outdoor industry.  You enjoy culture and will be invested in the local art music scene: concert venues, local haunts, galleries, musicians and designers.

SCOPE OF WORK TEAM

• Manages Front Office, ensuring alignment with Outbound Hotels' 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.

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 Outbound Hotels' commitment to surprise and delight, embrace local partnerships, prioritize community, facilitate adventure, and showcase unique designs.

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 Pay
• 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:
  • 2 years of hospitality in a similar position; luxury hotel preferred.
• 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:
  • 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.