VOCO -The Shelby, Myrtle Beach: Front Desk Agent (Full-Time)

Front Desk Guest Service Agent 

At The Shelby, we don't just check people in and out—we craft unforgettable experiences. As a Front Desk Guest Service Agent, 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 agent” 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 

Responsible for greeting and registering guests, providing excellent guest service, and settling the guest’s account upon completion of their stay. The Front Desk Agent normally works a regular front desk shift but may be asked and assigned another shift due to work needs. 

SCOPE OF WORK + TEAM 

• Reports to the Front Office Manager/Night 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. 

• Possesses 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. 

• Pre-register, block reservations and take same day reservations, when necessary, cancel room reservation according to cancellation guidelines. 

• Process guest check-ins by confirming reservations and review all noted information. Guest(s) without reservations can be sold an agreed upon room type. Register guest in OPERA, generate registration card and verify registrations 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. 

• Communicate services and amenities of the hotel to guests. 

• Maintain guest history files. 

• Set-up accurate accounts for each guest in accordance to their requirements, i.e. separate room/tax/incidentals, comp. 

• Maintain, monitor and balance room availability for any given day. 

• File registration cards and vouchers by room number. 

• Handle VIP and upgraded accommodations 

• Assist and process overbooked or “walked’ guests. 

• Assist and provide room change accommodations. 

• Documents 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. 

• Meet with FOM/Supervisor daily to review assignments and priorities. 

• Communicate with prior shift's Front Desk Agent to review all follow-up items. 

• Answer department telephone within 3 rings, correct greeting, and proper etiquette. 

• Take and relay messages accurately, completely, and promptly. 

Qualifications 

EXPERIENCE: 

Prior Experience: 

• 1+ 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.