Job Details Job Location Hotel Erwin - VENICE, CA
Salary Range $24.00 - $25.00 Hourly
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.
Primary mission:
Responsible for greeting and registering guests, providing excellent guest service, and settling the guest's account upon completion of their stay. The Night Auditor normally works a regular 3rd front desk shift, however, may be asked and assigned another shift due to work needs.
SCOPE OF WORK + TEAM - Reports to the Front Office Manager/Night Manager/Accounting Manager and Supervisors
- Supports the front office team, sales team and guest experience
RESPONSIBILITIES - 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 at all times.
- 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, 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; keep bank secure at all times.
- 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: - Prior Experience:
- 1+ Previous Front Desk/Night audit experience of employment in a related position with this company or other companies in hotels or administration related work.
- 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. Should possess the ability to complete multiple tasks simultaneously.
- Education:
- High School diploma or GED required; college degree preferred.
- Subject Expertise:
- Must be able to sustain composure, remain calm and possess a positive attitude.
- Must be energetic and outgoing.
- Must be service oriented with excellent customer service skills.
- Must be able to follow directions with focus 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 possess excellent interpersonal and organizational skills.
- Must have basic knowledge of arithmetic.
- Must have the ability to input data and access information on the computer.
- Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
- Must be able to read, write and understand the English language.
- Must be able to exercise confidentiality and discretion.
- Must be able to effectively communicate.
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
- 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.