FRONT OFFICE AGENT

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:

As a Guest Services & Barista Attendant, you are the welcoming face and versatile team member for both The Ozarker Lodge and The Storeroom. This unique role combines front desk responsibilities with barista and evening bar service duties, creating an experience for our guests that is warm, personal, and seamless from day to night. Candidates must demonstrate a passion for hospitality and a desire to learn, with barista experience required and bartending experience as a plus.

SCOPE OF WORK + TEAM

• Reports to the Front Office Manager/Night Manager and Supervisors
• Supports the front office team, sales team and guest experience

KEY RESPONSIBILITIES

Guest Services at The Ozarker Lodge:

• Welcome and Check-in: Greet guests with a warm, friendly smile upon arrival, ensure accurate and efficient check-in/check-out processes, and provide helpful information on the property and local attractions.
• Communication & Service: Handle guest inquiries with a positive, clear-speaking voice, listen to understand needs, and offer solutions with professionalism and empathy.
• Reservation Management: Use our computer system to manage guest bookings, input and retrieve essential information, and handle cash or credit card transactions securely.
• Problem Resolution: Address guest concerns or complaints with patience, tact, and resourcefulness to ensure an exceptional guest experience.

The Storeroom – Morning Coffee Shop & Evening Bar:

• Barista Service: Prepare high-quality coffee and specialty drinks to start the day right for our guests. Barista experience is essential as you’ll be responsible for crafting beverages with care and efficiency.
• Evening Bar Duties: Transition to evening bar service, providing knowledgeable and friendly service to guests looking to relax and unwind. Mix and serve a variety of drinks, with the opportunity to learn bartending if not already experienced.
• Up-Sell & Product Knowledge: Be familiar with our menu and drink offerings, including daily specials, to make personalized recommendations and enhance the guest experience.

Additional Responsibilities:

• Maintaining Cleanliness: Follow established health and safety protocols to keep both the front desk and Storeroom areas neat and organized.
• Calm Under Pressure: Stay composed and efficient during high guest volume, resolving issues calmly and professionally.
• Team Support: Assist with other duties, such as handling messages, packages, and administrative tasks, as required by your supervisor.

EXPERIENCE:

• Prior Experience:
  • Prior hospitality experience is preferred, with barista experience required and bartending experience a plus.
• 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 equivalent 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 or 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.

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.
• Skills: Strong communication skills, ability to handle cash and perform basic math, ability to learn our computer system for reservations, and an eye for detail in both guest service and drink preparation.
• Physical Requirements: Ability to stand for long periods, move around the front desk and Storeroom areas, and lift or move up to 20 pounds.

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.