Front Desk Supervisor

Description

Front Office Supervisor 

At The Shelby, we don't just check people in and out—we craft unforgettable experiences. As a Front Office Supervisor, you'll play a key role in creating memorable moments for our guests by ensuring that all guests are given a very warm welcome and treated like family during their stay. Your commitment to providing an elevated guest experience and attention to detail will keep everything running smoothly, in line with hotel and brand standards. More than just a “front desk associate,” you'll contribute to a seamless and comfortable guest experience, turning ordinary stays into extraordinary memories through exceptional service and genuine connections. 

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/

VOCO, an IHG Hotel  

VOCO, IHG’s fastest-ever global brand expansion, embodies its Latin roots with the meaning “to invite” and “call together,” reflecting a charming and approachable nature. Each VOCO destination celebrates its unique locale, while maintaining a distinct and consistent style. Guests can enjoy a blend of local flair and personal touches, combined with a relaxed, unstuffy atmosphere that promises memorable experiences.  

VOCO - The Shelby Myrtle Beach blends modern elegance with coastal charm, offering guests an unforgettable stay. Our boutique hotel promises personalized service, stunning accommodations, and a warm, inviting atmosphere. We’re not just a place to stay; we’re a destination that celebrates the unique spirit of Myrtle Beach. 

Renovation to be completed by Spring 2025. 

ABOUT THE ROLE  

Supervise the Front Desk Agents, Valet, Bell staff to ensure completion of essential duties necessary for an efficient Front Desk operation. May supervise other areas as Manager on Duty of Hotel in the absence of other supervisory personnel.  

SCOPE OF WORK + TEAM  

• Reports to Front Office Manager 

• Supports the Front Office Department/ Reservations  

RESPONSIBILITIES   

• Handle guest check-ins and check-outs efficiently and in a friendly and professional manner. 

• Supervise Front Desk Agents, Valet, Bell staff and handle workload during shift. Complete shift checklists as specified. 

• Review VIP reservations, amenity orders, and resumes for incoming and in-house guests. Update the computer system by inputting inventory and non-inventory groups. 

• Control suites to ensure suites and special blocks are handled correctly. 

• Communicate with other departments to ensure proper handling of guests and groups. Maintain contact with Reservation and Sales regarding requests for suites, special accommodations, etc. Maintain control over rate changes on in-house guests. 

• Run accurate room status reports in a timely manner and relay necessary information to affected departments and individuals. 

• Update daily group information; maintain and be familiar with future group files. Monitor and prepare group requirements and relay necessary information to affected departments and individuals. 

• Print cashiers report and verify balances. Verify all banks and deposits accordingly. 

• Be available for emergency coverage of all shifts when needed – including overnight audit shifts 

• Answer/follow up on shift correspondence; e-mail and other electronic communication addressed to Front Desk Agents 

• Monitor key control to maintain hotel security. 

• Respond to guest questions regarding the hotel. Know the layout of the hotel including all suites, parlors, meeting rooms and all outlets' location and hours of operation. 

• Remain calm and alert, especially during emergencies and/or heavy hotel activity, and resolve complications such as location changes or credit issues. 

• Train, cross-train, and re-train (when necessary) all Front Desk Personnel. 

• Perform special projects and other responsibilities as assigned. 

• Participate in hotel committees, MOD program and task force assignments. 

• Assist the Front Office Manager in all areas requested and act in his/her place during his/her absence 

Qualifications

EXPERIENCE: 

• Prior Experience: 

• 2+ years Previous Front Desk/Hotel experience. 

• Subject Expertise: 

• Report any unusual occurrences and/or request to Front Office Manager 

• Working knowledge of Opera Reservation System Strongly Encouraged 

• Prepare all daily reports and work with credit card authorizations

• Must have proficiency in Microsoft Office/365 Suite including Word, Outlook, PowerPoint, Excel, as well as other company software and technology as needed. 

• Must be able to work successfully in a team environment with fellow associates and guests on a daily basis. 

• Read and abide by all the regulations and rules of conduct stated in the Associate Handbook. 

• Must be able to effectively communicate to guests, management, and coworkers 

• 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 

• Flexible and long hours sometimes required. 

• Medium work - Exerting up to 50 pounds of force occasionally, and or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. 

• Ability to stand for prolonged periods of time, duration of shift. 

• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. 

• Must be able to multitask and prioritize departmental functions to meet deadlines. 

• 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. 

• Hours Required: While understanding that the hotel business functions 24/7 - shifts will typically be 7AM-3PM and 3PM-11PM. Weekend and holiday work will be required. Shifts may vary and you will be expected to cover shifts as needed, so flexibility will also be a necessity. 

Benefits: 

Springboard Hospitality offers an empowered working environment that encourages collaboration and flexibility. We offer a superior benefits package to employees who work 32 hours/week or more that includes: 

Full Time Benefits 

• Competitive Base Salary 

• Vacation 

• 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 

• 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.