Front Office Manager

Springboard Hospitality • Fresno, CA

18h

About The Position

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: Direct and supervise the daily operations of the hotel’s front office within corporate and hotel guidelines to provide the highest standards of courteous service while permitting acceptable profit levels. Position supervises daily operations in maintaining the Front Desk and Guest Services operating efficiently and effectively. Position also supervises other areas as Manager on Duty of Hotel in the absence of other supervisory personnel. SCOPE OF WORK + TEAM Reports to Front Office Manager Perform special projects and other responsibilities as assigned. Participate in hotel committees, MOD program and task force assignments. Assist the General Manager in all areas requested and act in his/her place during his/her absence

Requirements

• 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, radio—blue 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.
• 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.

Responsibilities

• Review VIP reservations, amenity orders, and resumes for incoming and in-house guests.
• Update the computer system by inputting inventory and non-inventory groups.
• Control suites to ensure suites and special blocks are handled correctly.
• Communicate with other departments to ensure proper handling of guests and groups.
• Maintain contact with Reservation and Sales regarding requests for suites, special accommodations, etc.
• Maintain control over rate changes on in-house guests.
• 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.
• Performing front desk supervisor duties; handling cash, making change and balancing an assigned house bank.
• Accept and record vouchers, credit cards/travelers checks, and other forms of payment.
• Count cash and other methods of payment at the end of the shift to verify and balance the house bank.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Observe performance and encourage improvement.
• Administration of disciplinary procedures.
• Monitor lobby traffic and makes staffing adjustments accordingly.
• Organize and coordinate all front office meetings.
• Attend mandatory hotel meetings, representing the front office in the absence of the Director of Front Office Operations.
• 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.
• Refer and follow up on maintenance issues/problems with Engineering to protect hotel assets, ensure a safe, accident free environment for guests and employees and maintain/ improve guest satisfaction.
• Implement emergency training and procedures to ensure appropriate protection of the hotel's guests, staff and company assets.
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree