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 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.

 https://www.springboardhospitality.com/

Primary mission:

In this unique role as the Operations Manager, you will have the special opportunity to supervise the daily operations of the Front Office, Housekeeping, Hotel Programming and Events.  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, reservations guest experience, and hotel activations.  Will work closely with Housekeeping, Engineering and Food and Beverage leaders.

SCOPE OF WORK + TEAM

• Reports to Director of Rooms
• Ensure all operations are in compliance with federal, state and local laws and regulations

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.
• Comply at all times with property standards and regulations to encourage safe and efficient hotel operations.
• Establish and maintain a key control system for the department.
• Operate efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the team.
• Ensure compliance to property standards by training all Front Desk, Bell, and Valet personnel.
• Conduct all 90 day and annual employee performance appraisals according to Company’s standard operating procedures.
• Prepares weekly schedules for the entire Front Office.
• Supervises all Front Office staff, ensuring they have the necessary training, tools and resources to perform their jobs.
• Resolve guest complaints in a prompt and courteous manner.
• Oversee accurate and proper cash handling procedures to ensure policy adherence and the submission of complete and accurate necessary cash handling documentation.
• Monitor and maintain the cleanliness of the public areas at all times, encouraging all staff to contribute towards their cleanliness and sanitary conditions.
• Ensure the proper set-up of all lobby and pool area activations.
• Train and encourage staff to provide outstanding guest service and upsell at all times.
• Check inventory of all retail goods and complete requisition regularly order items needed for operation.
• Ensure the proper and correct delivery of all goods are received by checking against all order documentation and ensure the proper stocking and storing of items received.
• Plan and implement cost control measures.
• Plan and implement systems to maximize sales and revenue.
• Review Front Office staff's worked hours for payroll compilation and submit to Human Resources on a timely basis.
• Conduct monthly departmental meetings with housekeeping staff.
• Prepare employees schedule according to the business forecast, payroll budgeted guidelines and productivity requirements. Submit the schedule to the Director of Rooms weekly.
• Handle overall supervision of daily arriving groups and V.I.P.'s.
• Maintain standards regarding Purchase Orders, coding of invoices and checkbook accounting according to S.O.P.'s
• Ensure guest privacy and security by correctly following property procedures.
• Participate in required M.O.D. coverage as scheduled.
• Ensure implementation of all property policies and house rules.
• Train and review all safety rules and procedures with all Front Office staff.
• Prepare and conduct all Front Office interviews and hiring procedures.
• Monitor work orders and submit to Engineering department according to procedures. Follow up on Maintenance Requests to ensure completion.
• Respond to all guest requests, situations, complaints and accidents presented in an attentive, courteous and efficient way.
• Attend weekly staff meetings and provide training on a rotational basis.
• Maintain a professional working relationship and promote open lines of communication with other managers, employees and all other departments.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Conduct daily morning meeting with staff.
• Conduct weekly walk through with General/Hotel Manager and Property Engineer.
• Properly store, secure and issue supplies as needed to meet business demands.
• Complete all reports in a timely and efficient manner as required by management.
• Establish, with General/Hotel Manager's approval, any additional standards as needed for the Front Office Department.
• Review Guest Request log daily to ensure that all requests have been met, taking proactive steps to address problems before they occur.
• Monitor all online and guest related platform surveys, (Revinate, TripAdvisor, Google Business, Expedia, etc.)
• Special projects and other responsibilities as assigned.
• Participate in hotel committees, MOD program and task force assignments.
• Assists the Food & Beverage department with daily operations, including supporting event planning and coordination to ensure seamless execution and guest satisfaction.
• Collaborate with vendors, suppliers, and internal teams to ensure smooth event logistics.
• Act as a liaison between departments (front desk, housekeeping, maintenance and food and beverage) to facilitate communication and cohesive guest experiences.
• Provide hands-on support during peak service times and special functions.
• Assist in budget management, inventory control, and cost-saving initiatives within F&B and events.

EXPERIENCE:

• Prior Experience:
  • 3+ years of progressive experience in a hotel or a related field.
  • Supervisory experience required
• IT Expertise:
  • Advanced knowledge of computer software (including Microsoft Office, outlook) and web analytics tools is preferred.

• Education:
  • 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.
• 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 Cloud; 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, 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
• Paid Vacation
• Paid Sick Leave
• 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 51+ Hotels
• Monthly Cell Phone Stipend
• Hotel Level Bonus Program
• 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.