OPERATIONS MANAGER

Job Details

Job Location

Royal Grove - Honolulu, HI

Salary Range

$60,000.00 - $64,000.00 Salary

Description

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 Housekeeping, Front Desk and Maintenance teams, 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 in maintaining the maintenance/sanitation of the guest rooms, public areas, laundry operations and pool area. You will recommend and implement procedural changes, monitor inventories and expenses.

SCOPE OF WORK TEAM

• Reports to General Manager
• 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 departments.
• Operate efficiently and professionally in communicating with hotel staff.
• Ensure the proper use of radio etiquette within the team.
• Monitor and direct all Housekeeping team members (and Laundry pertinent to the property).
• Ensure compliance to property standards by training all Housekeeping team members.
• Conduct 90-day and annual team member performance appraisals according to Company’s standard operating procedures.
• Prepare weekly schedules for Front Desk, Housekeeping and Maintenance according to the business forecast, payroll budgeted guidelines and productivity guidelines. Submit the schedule to the General Manager weekly.
• Supervises all Housekeeping team members, 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 the cleanliness, safety and sanitary of the retail stores, encouraging all staff to contribute towards their cleanliness and sanitary conditions.
• Promote and practice compliance with fire, health, safety and hygiene standards and regulations.
• Train and encourage staff to provide outstanding guest service, and upsell at all times.
• Check inventory of all goods and complete requisition regularly to order the supplies 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 systems to maximize sales and revenue.
• Review housekeeping worked hours for payroll compilation and submit to People & Culture on a timely basis.
• Conduct monthly departmental meetings with Housekeeping and Front Desk team members.
• Ensure lobbies, guest hallways, guest rooms and the back of the house are cleaned to property standards.
• Maintain required housekeeping pars, laundry supplies by ordering all needed supplies and amenities on a month/quarterly basis.
• Assist the Housekeeping Supervisor with conducting monthly and quarterly housekeeping inventories.
• 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 Housekeeping & Front Desk departments.
• Motivate, coach, counsel and discipline Front Desk and Housekeeping departments.
• Prepare and conduct all Housekeeping, Front Desk, and Maintenance interviews and hiring procedures.
• Monitor work orders and submit to Area Director of Engineering according to procedures. Follow up on Maintenance Requests to ensure completion.
• Work with the Area Director of Engineering to ensure completion of regular maintenance and cleaning projects.
• Respond to all guest requests, situations, complaints and accidents presented to Housekeeping in an attentive, courteous and efficient way.
• Attend monthly all-employee team meetings, and any other functions required by management.
• Support management teams in resolving guest feedback. Reply to guest reviews online.
• Maintain a professional working relationship and promote open lines of communication with other managers, team members and all other departments.
• Respond to emergency situations using information contained in the SDS Binder, making sure that the sheets are current and easily available.
• Focus the team on its role in contributing to guest comment scores.
• Maintain and monitor "Lost and Found" procedures and policies according to standards.
• Train all Housekeeping personnel to perform their duties to property standards, using information and training techniques from Performance for Excellence.
• Ensure that team members are attentive, friendly, helpful and courteous to all guests, managers and other colleagues.
• Conduct weekly walk through with Housekeeping Supervisor and Area of Director of Engineering.
• 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 the General Manager's approval, any additional standards as needed for the Housekeeping Department.
• Assist the General Manager to compile end-of-month reports for closing.
• Review Guest Request and Maintenance daily log to ensure that all requests have been met, taking proactive steps to address problems before they occur.
• Resolve charge back dispute.
• Special projects and other responsibilities as assigned.
• Oversee hotel operations in the absence of the General Manager.
  
  

Qualifications

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, etc.) 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; 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 operations.
• Hours Required: Must flexibly 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
• 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 Hospitality’s 50 Hotels
• Monthly Cell Phone Stipend
• Hotel Level Executive 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.