DIRECTOR OF ROOMS

Job Location

Salary Range

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:

The Director of Rooms directs and controls the activities of the Front Desk, Housekeeping and Guest Services. Assures that standards are met, guests and employees are satisfied and problems are promptly resolved. The Director also works closely with Sales and the Director of Revenue/Reservations to enhance the Hotel occupancy levels and rates.

SCOPE OF WORK + TEAM

• Reports to Area General Manager
• Supports Reservations, Sales, Housekeeping, and the Front Office

RESPONSIBILITIES

• Ensure the efficient and effective operation of the Front Office and Housekeeping departments
• Direct and coordinate the Rooms Division to meet the daily needs of the hotel, including staffing, forecasting, controlling, and supervision
• Support the development and long-term strategic planning of the Rooms Division at the property level
• Develop departmental objectives, budgets, policies, procedures, and strategies for existing and new roles
• Actively lead, coach, develop and encourage high performance from all team members during daily operations
• Identify new and innovative strategic opportunities to fit the changing business needs and property strategic priorities
• Assist the General Manager with monitoring the performance of the hotel through analysis of guest satisfaction systems and financial reports
• Support management teams in resolving guest feedback regarding the Rooms Division
• Oversee the recruitment and training of new team members; responsible for planning, documenting, implementing, and monitoring department training programs
• Utilize a continuous improvement approach to identify development opportunities, and leverage creativity, and flexibility in determining solutions, plans, and execution
• Monitor all front office financial operations, including group billing, verifying rates/discount, daily sales reconciliation, and room inventory controls
• Demonstrate a working understanding of labor cost control through effective scheduling and proactive management
• Establish cost improvement objectives and implement action plans
• Implement inventory standards and procedures to consistently conduct an accurate inventory
• Perform daily room and property inspections
• Understand the government regulations affecting hotel operations, ensuring the hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state, or local authority
• Ensure proper safety practices of employees and guests, assisting in the maintenance of proper emergency and security
• Create an operating environment that assures consistent guest satisfaction
• Maintain product and service quality standards by conducting ongoing evaluations and investigating service issues
• Assist the General Manager and Director of Sales with the execution of marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan
• Oversee hotel operations in the absence of the General Manager
• Attend relevant meetings, including monthly financial reviews. Review numbers, identify problems, plan solutions, and set goals
• Ensures thorough communications and follow-up on any problems, guest or employee requests or special requirements, and on hotel initiatives.
• Interviews and trains the staff, conducts performance evaluations and disciplines staff when needed.
• Reviews and monitors schedules of staff in all departments in the Rooms Division.
• Assure that standards are being met, staff is being supported and guest needs are being met.
• Routinely inspects all areas of responsibility in the Rooms Division.
• Resolves customer complaints and handles all guest interactions with the highest level of hospitality and professionalism.
• Will resolve complaints in person, by phone or through written message. Develops relationships with return guests, group contacts and other guests in order to provide personalized service.
• Assures that financial goals of the hotel are being met.
• Monitors and controls labor expense, and other divisional expenses such as supplies and equipment.
• Works closely with Reservations, Sales, Housekeeping, and the Front Office to maximize rate, occupancy and total revenue.
• Takes action in all matters related to the safety, satisfaction and well-being of hotel guests and employees.
• Works harmoniously and professionally with co-workers and supervisors

EXPERIENCE:

• Prior Experience:
  • 3+ years’ previous experience as a Director of Front Office
• IT Expertise:
  • Advanced knowledge of computer software (including Microsoft Office, Outlook, Opera Cloud, Optii) and web analytics tools is preferred.

• Education:
  • 4 Year college degree preferred; specializing in hotel management, business administration or equivalent experience is required
• 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 familiarization, content creation shoots and to meet with colleagues.
• Hours Required: Must primarily work during Springboard Hospitality business hours, Monday - Friday 8am - 5pm (PST), 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
• Accrued 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 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.