Guest Service 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:

Under the general guidance of the Hotel Managers working alongside the Front Office Managers encourage guest loyalty by building an engaging dynamic experience for all hotel guests and by supporting a seamless guest experience throughout the hotels. (West Hollywood Collection)

SCOPE OF WORK TEAM

• Reports to Hotel Managers
• Supports Front Office Managers West Hollywood collection
• Guest Experience team

RESPONSIBILITIES

• Possess knowledge of all hotel features services and hours of operation room numbers and types of room layout décor room rates packages / promotions daily house count and room availability status with expected arrivals and departures scheduled in-house activities and their locations and times.
• Spend 75% of day in lobby and public areas interacting with guests
• Ensure current rates packages /promotion information is communicated and available at the Front Desk.
• Acknowledge all guests anticipate needs and always respond promptly to maintain positive guest relations at all times.
• Manage and assist when necessary guest check-in/out and process all guests as efficiently and expediently as possible.
• Monitor communications logs to ensure guest requests are followed up as soon as possible and resolve guest complaints to ensure guest satisfaction.
• Review daily business levels to anticipate unexpected situations and plan effective resolutions.
• Assist with guest and staff accidents / injuries in accordance with hotel policy.
• Monitor and ensure all cashier procedures are in accordance with accounting policies and standards to include shortage/overages late charges petty cash/ paid outs adjustments posting charges etc.
• Assist with Front Office Manager on Duty coverage as needed.
• Be the Mayor of the properties guest advocate and host and employee cheerleader.
• Review all standards set forth by Springboard Hospitality Aboye & Beyond ensuring all is being practice.
• Ensure guest are experiencing our Food & Beverage outlets and are satisfy report any challenges.
• Conduct weekly quality assurance audits for all departments based on standards and share with Department Heads.
• Attend weekly Managers meeting share guest feedback and WOW factors good bad and the ugly.
• Actively engage with the all-department managers through email conversations to share ideas and guest preferences
• Must be available to work evening shifts Friday Saturday and Sundays during entertainments series and events as needed.
• Work closely with other department manager ie: Venue Manager Programing counterparts and Events team. Communicate effectively with teams.
• Create and enhance a loyalty VIP program: Know and manage all tiers of VIP entitlements including amenities and upgrades. Develop / maintain / support teams
• Liaise and build relationships with repeat guests using Opera Cloud Venulytics guest profiles to track their preferences.
• Work alongside with the Front Office Management team to develop and manage guest communication log. Own and document all guest follow-up
• Champion preference collection throughout the property. Use guest preferences to personalize as many welcome amenities and guest experiences as possible by personalizing all aspects.
• Run arrival report and/or 3-Day VIP report at least once a day and use it to communicate VIP/Repeat arrivals to department heads at morning standup or shift change meetings. Develop VIP reporting per property.
• Complete 7/10 Day VIP report at least once a week. Share with department heads during weekly meetings.
• Maintain profiles in Property Management System (Opera Cloud).
• Read and respond to all Trip Advisor reviews Google and all review sites. Share feedback on property and review during weekly Managers meeting.
• Maintain week over week recap of our guest satisfaction and report to the Area Director of Operations for monthly reporting.
• Adjust schedule to best accommodate guest needs accordingly.
• Communicate effectively via back of house bulletin boards emails one on ones and or during Managers weekly meetings.
• Handle all pre and post VIP/repeat guest follow up obtain arrival times.
• Participate in new hire orientation to discuss the guest experience as Above & Beyond Champion.
• Maintain high standards and ensure standards are followed accordingly to Springboard Hospitality.
• Partner with Sales/Reservations team when groups are booked and assist with VIPs.
• Assist whenever possible to walk and inspect VIP rooms and or Show Rooms to showcase our properties.

Qualifications:

EXPERIENCE:

• Prior Experience:
  • • A minimum of two (2) years in hotel operations and management.
    • Solid background in customer service and hospitality industry.
    • Strong understanding of teamwork.
    • Excellent interpersonal communication and problem-solving abilities.
    • Ability to work in a fast-paced environment and handle guest complaints with tact and professionalism.
    • Experience with hotel property management systems.
    • Strong management and leadership skills.
    • Operates with a sense of urgency and discipline.

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: Only as needed.
• Hours Required: 50.00-60.00 hours per week; scheduled days and times may vary based on operational needs.

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
• Paid Vacation
• Paid Sick Leave
• Medical Dental Vision Life Pet Insurance
• 401K
• Costco Membership
• Bereavement Leave
• Management Contract Referral Program
• Education Assistance
• Employee Rates at all of Springboard Hospitalitys 51 Hotels
• Monthly Cell Phone Stipend
• Hotel Level Executive Bonus 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.