ASSISTANT GENERAL MANAGER

Job Description

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. https://www.springboardhospitality.com/

Primary mission:

Provides guidance and leadership to the Rooms Division, ensuring consistent compliance to Hotel policies, and quality customer service while maximizing departmental profits. Indirectly offers supervision for the entire Hotel as well as making policies and developing plans for carrying out work programs. Acts as General Manager or Executive Assistant Manager in the absence of either individual. Position is responsible for short and long-term planning and day-to-day operations of the Rooms Division. Assists General Manager in preparation of the marketing, advertising, sales plans, programs and annual budget; manages within approved plans and budgets. Responsible for the daily operations, training, and directing of the Rooms Division.

SCOPE OF WORK + TEAM

• Reports to the General Manager
• Aids in establishing a positive relationship between OLS and the property owners.
• Maintains open channels of communications for all levels (line employees through General Manager) and monitors employee relations.
• Ensures all required licenses, permits, contracts, insurance inspections, are in proper order, with the assistance of Comptroller.
• Establishes and maintains positive civic, community, governmental and local business contacts.
• Ensures the prompt and proper submission of all corporate, divisional and governmental reports required.
• Participates in Manager on Duty program requiring weekend stay over, continuous monitoring throughout the hotel, troubleshooting and offering assistance in solving any problems that may arise.
• Perform special projects and other responsibilities as assigned. Participate in task forces and committees as required.

RESPONSIBILITIES

• Implements and manages hotels daily quality process including goal communication, staff member improvement, compliance with OLS standards of product and performance, service recovery and problem prevention.
• Disseminates feedback from comment cards, guest satisfaction and service failure measurements and coaches accordingly.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepares written correspondence to customers. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy Hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.
• Supervises the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Front Desk, Housekeeping, Security, Reservations, Guest Services, and Garage. Supervises and insures maintenance of building interior and exterior including corridors, public space and garages.
• Works closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the Hotel to ensure profitability and consistency. Solves through initiative and reasoned judgments problems of detail that come up in the course of the work.
• Plans, organizes, chairs, attends and/or participates in various Hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality/Safety Teams Meetings, etc.
• Surveys and performs property inspections on a daily basis by visually identifying areas of the Hotel for needed improvements such as guest rooms, public areas and restaurants. Follows up with Hotel Managers to ensure repairs/corrections are made.