Job Title: Front Office Manager
Direct Report: Assistant General Manager
Job Summary: The Front Office Manager is responsible for overseeing all front desk operations,
including, but not limited to front desk, shuttle service and night audit. All responsibilities support
the goal of enhancing and influencing the overall guest experience while maintaining compliance
with company practice, cost projections and mission statements.
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Indicators of Success:
Financial – Gross Operating Profit, Revenue, ADR, RevPar, Occupancy, Labor Control, Cost
Control
Guest Satisfaction & Loyalty – Medallia, Trip Advisor, Comment Cards, Annual QA
Team Building & Satisfaction – Reduce & Maintain Turnover, Culture, Training & Development.
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Areas of Responsibility:
Manages the operation of assigned Front Office.
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Sets objectives for Front Office Staff and supervises staff team members
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Manages daily service, coaches team members on effective service and enhances the guest
experience
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Holds consistent front office meetings
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Recruits and selects qualified candidates, ensuring proper training is followed through including,
but not limited to BWI University
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Empowers front desk staff to successfully handle guest needs, special requests and complaints.
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Ensures all guest service issues are resolved prior to guests leaving property and creates 100%
guest satisfaction by providing team members with the training, and resources needed to
maximize team member engagement, and deliver exceptional service, and teamwork.
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Trains front desk staff on proper revenue management procedures, including successful selling
techniques, current special and or promotions and rate structures.
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Communicates performance expectations and provides team members with on-going feedback
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Provides team members with coaching and counseling as needed to achieve performance
objectives and reach fullest potential.
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Ensures all team members provide hospitality and respect to all guests and team members
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Seeks opportunities to improve guest service, and guest experiences by seeking feedback,
reviewing management reports, and through problem resolution
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Hotel Safety and Security. Responsible for training front desk team members on proper safety
and security measures.
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Additional Job Duties:
Payroll Control and Scheduling: Determine appropriate staffing levels based on forecasted
revenue and anticipated business while optimizing profitability, guest service, and team member
requests.
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Sales Skills: Understand the positioning of the hotel, services provided, and how the hotel can
exceed the guest’s requests, and needs.
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Maintaining and promoting the Best Western Rewards member enrollment program and seasonal
BWR promotions
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Auditing Medallia for Guest Service Reviews and responding to each survey in a prompt, friendly,
and professional manner.
Message sent 3/23/2015:
I wanted to contact you regarding a new opening at our Best Western Premier hotel for our Front Office
Manager. We have enjoyed having your interns in the past and have utilized your site for part time
postings, however I wanted to reach out to you personally to see if you currently had any students
already with hotel experience, perhaps that will be graduating this coming May, that would be
interested in having a managerial role.
I know many of your students are looking for opportunities that would foster career growth in the
industry, and I can tell you working for the Oldham Goodwin Group is one of the best ways to do so. I
started with OGG my junior year at A&M and went from a breakfast attendant to a General Manager in
less than 3 years’ time. If you have students with as much drive and desire and want to work for a
company that recognizes hard work and will promote from within, this could be a great position for
them. I have attached a description of the position and would love to fill this opening with another Aggie
from your department.
If you have any shooting stars that would fit this bill, please let them know of this opportunity. As
always, if you or anyone else has any questions, please do not hesitate to reach out.
With warmest regards,
Victoria
Fightin’ Aggie Class of 2013
Victoria Venskus | General Manager
BEST WESTERN PREMIER Old Town Center
1920 Austin’s Colony Parkway | Bryan | TX | 77802
T (979) 731-5300 F (979) 731-5301 E [email protected]