Job Description

Best Western Premier Freeport Inn and Suites

Job Title:

Front Office Manager

Reports to:

General Manager

Department:

Front Office

OBJECTIVE:

The Front Office Manager ensures the efficient operation of the front desk and that a high quality of service is being delivered by all front office team members. Problem solving, coping with emergency situations, and always ensuring complete guest satisfaction. The Front Desk Manager takes a proactive management approach in constantly monitoring the entire hotel to prevent potential complaints.

KEY RESPONSIBILITIES:

Responsible for the day to day operations of the Front Office and overall supervision of all front office and shuttle driver team members.

Hires, trains, and disciplines staff. Determines work procedures and prepares work schedules to ensure the smooth operation of the front desk.

Continuously strive for an engaged, enthusiastic, high performing team by enabling all team members to realize their full potential. Foster and encourage an environment of proactively anticipating and exceeding guest expectations.

Responsible for providing timely feedback to Guest Services Agents.

Monitor and encourage upsell initiatives.

Maintain effective training programs for front office team members, using Best Western Premier standards for training. Identify areas of training for specific team members and work with GM to make training plans to meet the needs of the team.

Act as the communication link between Front Office, Sales, Housekeeping, and Maintenance.

Ensure courtesy calls are being made for the purpose of identifying potential complaints from the guests after they check-in and providing an exceptional guest experience.

Ensure consistent delivery of benefits to BWR Elite Level members by monitoring room assignments, recognition etc.

Ensure F&B operations in the evening are supported by the shuttle driver and/or front desk team to ensure rushes deliver Premier Service.

Continually monitor and evaluate the public areas of the hotel (e.g. Lobby, washrooms, pool, etc.) Assign team members to address any issues immediately.

Control expenses in the Front Office operation.

Respond to Guest Assistance/Customer Care in a timely manner.

Ensure Workplace Health and Safety is actively practiced in the department

Be alert on Hotel Security, guest safety and security. Ensure all GSA's are familiar with fire emergency safety procedures.

Ensure service delivery in the airport shuttle is maintained at the highest standards.

REQUIRMENTS:

High school diploma or equivalent

Minimum of one year experience as front office supervisor or relevant job position

Minimum of three years' experience at front desk with complete understanding of front office operations. Previous experience in hospitality management preferred.

Superior customer service and public relations skills.

Excellent organization and time management skills.

Ability to communicate clearly and effectively with customers, co-workers, and managers.

Knowledge of Microsoft Office, Internet, and property management systems.

Ability to work a flexible schedule, including weekends and holidays.

This job will be mainly afternoon shifts and weekends are must.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

Dental care Extended health care Life insurance On-site parking RRSP match Vision care
Flexible language requirement:

French not required
Schedule:

Day shift Evening shift Every Weekend Morning shift Night shift On call Overtime
Ability to commute/relocate:

Calgary, AB T3J 5J9: reliably commute or plan to relocate before starting work (required)
Experience:

Front desk: 3 years (required)
Work Location: In person

Expected start date: 2025-06-03