Pacific 19 Hotel Manager - Kona, Hawaii

Hotel Manager

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 travelers journeyinviting them to experience the frequency of each hotels 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 Springboards 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.

MISSION:

We are seeking a passionate and hands-on Hotel Manager to lead the operations of our boutique hotel. This role is ideal for a hospitality professional who thrives in a guest-first environment and understands the art of personalized service. The Hotel Manager will be responsible for delivering exceptional guest experiences while ensuring smooth daily operations and nurturing a service-driven team culture.

SCOPE OF WORK TEAM

• Reports to GM
• Supports the hotel and represents the company with all guests clients associates and owners.

RESPONSIBILITIES

• Champion a warm welcoming and memorable guest experience from arrival to departure.
• Lead by example and maintain a visible presence in guest-facing areas.
• Manage and mentor a small cross-functional team with a strong emphasis on customer service responsiveness and professionalism.
• Address guest concerns with empathy and urgency turning service recovery moments into loyalty-building opportunities.
• Collaborate with the front desk housekeeping and maintenance teams to uphold high standards of cleanliness comfort and hospitality.
• Develop and implement service standards and operating procedures tailored to the boutique hotel experience.
• Monitor online reviews and guest feedback identifying trends and driving continuous improvement.
• Oversee inventory and vendor relationships to ensure amenities supplies and furnishings meet brand standards.
• Assist with budgeting payroll oversight and basic reporting to ownership.
• Support local marketing and community engagement efforts to grow the hotels reputation and occupancy.

ONGOING EVERYDAY TASKS:

• Meet or exceed established budgetary guidelines for the hotel.
• Protect and enhance the value of all hotel assets through appropriate programs in maintenance security and housekeeping and through the capital budgeting process.
• Ensure the timely and accurate completion of all period-end financial statements and reports and provide controls to ensure the proper handling and accounting for all hotel receipts.
• Weekly forecasting and planning of operating staffing ad cost expenditures to correspond to forecasted sales and costs.
• Develop action plans to maximize occupancy and to maximize average rate.
• Review and approve all operating expenses.
• Maintain credit policies in sales reservations and front desk.
• Credit meetings supervision of collection of major accounts review of aging reports and approval of write-offs.
• Develop and supervise programs that promote a positive work environment for all employees while ensuring that all employment-related processes and documentation comply with local state and federal laws and regulations.
• Perform other tasks associated as necessary in order to achieve the financial performance and goals of the organization.
• Confers with administrative personnel and reviews activity operating and sales reports to determine changes in programs or operations required.
• Directs preparation of directives to division or department administrator outlining policy program or operations changes to be implemented.
• Promotes organization in industry manufacturing or trade associations.
• Assure regular repair upkeep and overall general maintenance of the hotel and provide a system of on-going maintenance of facilities and equipment.
• Ensure all hotel policies and procedures are fully implemented in all departments including safety emergency guidelines etc.
• Manages all hotel employees (includes Housekeeping Engineering Sales Front Office and Reservations).

GUEST & TEAM MEMBER SAFETY

• Adhere to Springboards guidelines to ensure the health safety and comfort of our team members and guests.
• Utilize and reinforce the use of Proper Protective Equipment (PPE) as required and in accordance with property specific guidelines.
• Stay up-to-date with and ensure execution of all safety and sanitation procedures and standards.

REACHING FOR THE TOP EXTRAORDINARY RESULTS

• Translate business plans into Team Member-level action that delivers results.
• Lead and motivate property-level leadership teams and be accountable for successful delivery of business plans.
• Explore new business opportunities curate unique guest experiences drive optimal profitability and increase market share.
• Promote a culture of innovation and collaborate with corporate support to improve guest satisfaction and profitability.
• Measure and evaluate the success of property-level business strategies to inform future business plan enhancements
• Monitor strengths and weaknesses of local market and competition.
• Continually verify that business plans and actions have a positive impact on property performance.
• Achieve budgeted KPIs including but not limited to departmental profit margins GOP percentage and GOP $.

PARTNER WITH REVGEN (REVENUE MARKETING SOCIAL & SALES)

• Leverage past experience in fostering problem solving thoughtful & results drive sales culture and approach.
• Work closely with the RevGen team to develop revenue-generating strategies for property while identifying new business leads develop tailored sales approaches and actively pursuing leads in every segment with the sales team.
• Verify that the Sales and Marketing strategy is aligned with business strategy and is effectively executed against established goals and hold Sales Leaders accountable for meeting established performance metrics.
• Participate in weekly revenue & sales meetings supporting efforts and driving performance and actively participate in driving a culture of revenue maximization. Lead daily business review meetings with revenue sales and catering.
• Verify that property leaders understand and leverage sales plans to full potential
• Collaborate with Revenue Leadership on strategies and tactics to optimize topline revenues while being responsible for meeting or exceeding established Key Performance metrics for STRs RGI ARI and MPI.

FOOD BEVERAGE

• Utilize extensive prior senior leadership experience and remain current on fashionable dining trends and practices.
• Motivate Team Members to create experiences that surprise and delight the caliber of guests in the luxury market.
• Lead Food and Beverage teams in the successful operation of contemporary and unique stand-alone concepts high-end conventional and unconventional banquet and catering operations.
• Work directly with the property Food and Beverage team to execute training systems and procedures which result in the highest level of food quality service and overall experience.
• Support and ensure accountability of the Food and Beverage leadership team in achieving optimal profitability and other established key performance metrics.
• Ensure proper controls are in place to manage food safety labor operating expenses and cost of goods.
• Ensure that Food and Beverage operations meet or exceed established key performance metrics.
• Develop and leverage relationships with key suppliers and industry associates

HOTEL OPERATIONS

• Curate the experience to ensure the guest journey is unique and memorable at every touchpoint.
• Lead high-end Rooms Division (Housekeeping Front Office and Engineering) teams in a luxury environment achieving budgeted departmental profitability and pre-established GSS and engagement goals.
• Ensure the guest arrival and departure experience is elevated and in keeping Springboards Above & Beyond service culture best practices.
• Execute a standard for room product care cleaning and maintenance such that rooms always look crisp and new.
• Ensure cleaning and maintenance regimes are in-place and executed at the highest level.
• Ensure landscaping and floral elements are lush and well maintained.
• Ensure that Hotel Rooms division operations leaders are held accountable to pre-established key performance metrics.
• Ensure the look feel and scent throughout the property is on point with the property identity and true to its uniquely rooted location.

IDEAL LEADERSHIP APPROACH

• Demonstrate your leader and utilize interpersonal & communication skills to lead influence and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example and seek first to understand.
• Encourage and build mutual trust respect and cooperation among team members.
• Elevate service thought communication and assist individuals to understand guest expectations; provide guidance feedback and individual coaching when needed.
• Coaching and developing others by identifying the developmental needs of others by coaching mentoring or otherwise helping others to improve their knowledge or skills.
• Model appropriate behaviors serving as a role model.
• Communicate with all levels of Team Members - Provide accurate timely well-informed and polished communication by telephone in writing e-mail or in-person.
• Create a cohesive and high-performance Leadership Committee that continuously strives for delivers world-class results and fosters a culture of excellence. Mediocrity is not accepted.
• Coach the Leadership Committee by providing specific timely feedback and holds them accountable for performance; create learning and development opportunities for employees; create and effectively execute development plans for both direct reports based on their individual strengths development needs and career aspirations
• Verify that all managers are doing the same for their direct reports; identify resource needs to strengthen property teams; create succession plans for future job openings; actively support the staffing process; verify effective work processes systems and teamwork are in place to maximize individual and overall property performance.
• Verify that all team members are treated fairly and with respect. Build rapport with Team Members by fostering an environment of open communication and spending time with Team Members on the frontlines. Have an open door policy regarding availability to all employees; validate that pay and benefits are appropriate for labor market; recognize and celebrate the success of Team Members; collaborate with People & Culture to maximize engagement and monitor local labor environment to address issues as needed.

GUEST EXPERIENCE PR BUZZ

• Foster a refined and attentive service culture that is in keeping with 4-star / 4- diamond standards.
• Interact with guests and other customers on a frequent basis to obtain feedback about their experiences then evaluate feedback to recognize excellent Team Member performance.
• Emphasize and hold leadership team accountable for addressing service areas of improvement or potential gaps and for developing innovative ways to exceed guest expectations;
• Establish presence in the market by actively promoting an exemplary property image involving oneself in the local community and by developing strategic alliances with local officials businesses and customers; anticipate needs of large groups or high-profile guests to deliver flawless service; verifies that products services and events attain the appropriate publicity (PR buzz).

EXPERIENCE:

• Prior Experience:
  • Minimum of three-year experience as Hotel Manager and/or Director of Rooms.
  • Experience in all areas of hotel management including sales and marketing in a first-class hotel organization daily management of all areas of operations involving people & culture food and beverage budget management rooms housekeeping maintenance and landscaping.
  • Full-service property experience

• IT Expertise:
  • Advanced knowledge of computer software (including Microsoft Office outlook) and web analytics tools is preferred.

• Education:
  • College Degree or equivalent education i.e. hotel Business College
• 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 Hospitalitys 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.

EXPERIENCE:

• Prior Experience:
  • Minimum of three-year experience as Hotel Manager and/or Director of Rooms.
  • Experience in all areas of hotel management including sales and marketing in a first-class hotel organization daily management of all areas of operations involving people & culture food and beverage budget management rooms housekeeping maintenance and landscaping.
  • Full-service property experience
• IT Expertise:
  • Advanced knowledge of computer software (including Microsoft Office outlook) and web analytics tools is preferred.

• Education:
  • College Degree or equivalent education i.e. hotel Business College
• 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 Hospitalitys 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.