Front Office Manager – Best Western

Front Office Manager – Best Western

Requirements

• High school diploma or GED required
• College degree or equivalent experience preferred
• 2+ years of customer service experience required
• 1+ years supervisory/management experience required
• Detail-oriented
• Ability to communicate well with all levels within and outside the organization
• Ability to problem-solve with team members and guests
• Ability to manage multiple priorities in a fast-paced environment
• Demonstrates clear written and verbal communication skills

Responsibilities

• Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner
• Works side by side with staff to train and model appropriate guest service standards
• Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations
• Achieves business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction
• Responsible for management of expenses to maximize hotel profitability
• Responsible for effective labor management through proper scheduling, monitoring, and adjusting based on business needs
• Seeks and implements cost saving measures and efficient purchasing strategies in order to meet/exceed budget for expenses
• Follows B. F. Saul Company Hospitality Group procurement guidelines and applies good business judgment
• Assists with the preparation and management of the department budget
• Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources
• Uses expertise to advise and implement changes to front desk operations as needed, while maximizing revenue and occupancy
• Responsible for evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members
• Responsible for interviewing, hiring, coaching, and development of all team members
• Responsible for all required training for department team members and ensuring training records are maintained
• Analyzes quality issues, identifies training needs and ensures implementation to improve results
• Utilizes available resources and adheres to B. F. Saul Company Hospitality Group training policies
• Promotes collaboration and positive, professional work environment
• Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs
• Responsible for all front desk initiatives
• Conduct routine inspections of front desk operations to maintain standards per B. F. Saul Company Hospitality Group, local, state and federal regulations
• Ensures a clean and safe work environment, and follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents

Preferred Qualifications

• College degree or equivalent experience preferred