Assistant Operations Manager - White Sands Hotel

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.

Springboard Hospitality maintains corporate offices in Los Angeles and Honolulu while also supporting a modern work remote culture for select positions. 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.
• Operate efficiently and professionally in communicating with hotel team members.
• 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.
• Oversee accurate and proper cash handling procedures to ensure policy adherence and the submission of complete and accurate necessary cash handling documentation.
• Handle overall supervisionfor arriving VIP and groups.
• Monitor all V.I.P.s special guests and requests.
• Conduct monthly departmental meetings with front deskteam.
• Prepare and conduct all front deskinterviews 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 Managerweekly.
• Conduct all 90-day and annual team member performance appraisals according to Companys 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.
• Conduct monthly and quarterly front deskinventories 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 andhygiene standards and regulations.
• Ensure implementation of all property policies and house rules.

• Complete all reports in a timely and efficient manner as required by management.
• Establish with General Managers 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.
• Participate in hotel committees MOD program and task force assignments.
• Communicate and coordinate details for upcoming events with all departments.
• Support Food & Beverage operations to ensure service runs smoothly.
• Work closely with Housekeeping to confirm rooms are cleaned and ready on time.
• Prepare and update daily boards for the team to stay organized.
• Ensure Maintenance team is aligned with Preventive Maintenance (PM) room schedules.
• Order and manage supplies to support daily operations across all departments

This is what the job requires:

Education & 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 drivers license for the applicable state.

Hawaii State Managers Liquor Commission Card required.

Skills & Abilities

• 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 MICROS POS 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.
• Second language may be required.

No. of employees supervised: Up to forty Employees

Travel required: None Required

Hours Required: Forty to Fifty Hours over a five-day period; scheduled days and times may vary based on need

Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting pushing pulling and/or carrying to include objects weights and frequency.

Lifting- up to 25 lbs. issuing supplies inventory receiving supplies organizing 25% of shift

Pushing- limited

Pulling- limited

Carrying up to 25 lbs. issuing supplies inventory receiving supplies organizing 15% of shift

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Bending/Kneeling Describe the type(s) of required bending and/or kneeling to include when why and how often.

Bending- 30% of shift touring property checking rooms etc.

Kneeling- 20% of shift checking rooms

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Mobility Describe the type(s) of mobility required to include distances and % of time involved.

Continuous movement throughout the hotel- 70% of shift

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Continuous Standing Describe the reasons to include time period and frequency.

30% of shift

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Climbing Stairs: Up to approx. 100 steps 20% of 8 hour shift (time period)

Ladders: Up to approx. very limited Climbing Required.

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Driving Describe type of vehicle distances % of time involved and frequency.

X No Driving Required.

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Work Environment Inside: 95 % of 8 hour shift (time period)

Outside: 5 % of 8 hour shift (time period)

Describe any abnormal temperature exposures: not applicable

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Hearing Critical X Moderate Minimal

Explain: One-on-one communication with guests and associates

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Vision X Critical Moderate Minimal

Explain: Constant walkthrough check for attention to detail analyze reports

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Speech Critical X Moderate Minimal

Explain: One-on-one communication with guests and associates

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Literacy X Critical Moderate Minimal

Explain: Analyze report data prepare reports initiate correspondence

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Chemicals/Agents Describe any chemicals/agents to include what they are warnings and frequency of use.

Cleaning chemical agents Liquid Paper Correction Fluid Typewriter Ribbons

Chemicals/Agents Used. - please refer to Housekeeping SDS Manual

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Protective Clothing Type:

Approx. % of (time period)

X None Required.

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Equipment Operation List type of equipment and frequency of use.

Telephone calculator copy machine computer computer printer vacuum wet vac industrial iron washer/dryer floor buffer

None Required.

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Other Considerations

None.