Evening Front Office Supervisor

Job Location: Le Parc Suite Hotel - West Hollywood, CA

Salary Range: $24.00 Hourly

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.

We 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, and 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.

We value intentional culture and whole-heartedly believe 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.

Primary Mission:

Supervise the Front Desk Agents, Valet, Bell staff to ensure completion of essential duties necessary for an efficient Front Desk operation.

May supervise other areas as Manager on Duty of Hotel in the absence of other supervisory personnel.

Responsible for settling the guest's account upon completion of their stay working the overnight Night Audit position a couple of days a week.

Scope of Work + Team:

• Reports to Front Office Managers/ Accounting Manager and Supervisors
• Supports the Front Office Department/ Reservations/ Sales team and guest experience

Responsibilities:

• Handle guest check-ins and check-outs efficiently and in a friendly and professional manner.
• Supervise Front Desk Agents, Valet, Bell staff and handle workload during shift. Complete shift checklists as specified.
• 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.
• Run accurate room status reports in a timely manner and relay necessary information to affected departments and individuals.
• Update daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to affected departments and individuals.
• Print cashiers report and verify balances. Verify all banks and deposits accordingly.
• Answer/follow up on shift correspondence; e-mail and other electronic communication addressed to Front Desk Agents
• Monitor key control to maintain hotel security.
• Respond to guest questions regarding the hotel. Know the layout of the hotel including all suites, parlors, meeting rooms, and all outlets' location and hours of operation.
• Remain calm and alert, especially during emergencies and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Train, cross-train, and re-train (when necessary) all Front Desk Personnel.
• Perform special projects and other responsibilities as assigned.
• Participate in hotel committees, MOD program, and task force assignments.
• Assist the AFOM and Front Office Manager in all areas requested and act in his/her place during his/her absence.
• Main responsibilities include registering guests, making and modifying reservations, but may be required to assist with hotel operator and/or concierge duties.
• Possess knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, 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.
• Acknowledge all guests, anticipate needs, and always respond promptly to maintain positive guest relations.
• Process guest check-in by confirming reservations and review all noted information. Guest(s) without reservations can be sold and agreed on room type. Register guest in OPERA Coud, generate registration card, and verify registration with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
• Maintain guest history files.
• Set-up accurate accounts for each guest with accordance to their requirements, i.e., separate room/tax/incidentals/comps.
• File registration cards and vouchers by room number.
• Assist and process overbooked or walked guests.
• Assist and provide room change accommodations.
• Document all guest requests, complaints, or problems.
• Resolve guest complaints to ensure guest satisfaction.
• Maintain organized and clean work area with necessary supplies.
• Responsible for assigned bank and ensure accuracy of contracted monies; always keep bank secure.
• Communicate with prior shift's Front Desk Agent to review all follow-up items.
• Answer department telephone within property guidelines as to number of rings, correct greeting, and proper etiquette.
• Process end of day reports.

Qualifications:

• Experience:
  • 1+ previous Front Desk/Night Audit/Supervisory experience in a hotel or other customer relations Position
• IT Expertise:
  • Advanced knowledge of computer software (including Microsoft Office, Outlook) and web analytics tools is preferred.
  • Must have basic Excel, PowerPoint, Word; PC knowledge, minimum typing speed of 50wpm, ability to write and communicate professionally, bi-lingual fluency a plus; Must be hospitality-oriented, and possess the ability to work under pressure.
• Education:
  • High School diploma or GED required; college degree preferred.
• Subject Expertise:
  • Ability to communicate in English. Second language desirable.
  • Ability to achieve positive guest relations and maximize guest satisfaction.
  • Ability to handle cash and credit transactions.
  • Ability to enforce all company rules and Standard Operating Procedures (SOPs).
  • Knowledge of cash handling and credit transaction procedures.
  • Ability to work variable schedules, including weekends.
  • 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 can 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: Varies by hotel needs, while the hotel business functions 24/7, some weekend or holiday work may 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:

• 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.