Front Office Manager

4 days ago

Ottawa, Canada Best Western Plus Ottawa City Centre Full time

**Summary**:
The Front Office Manager is responsible for overseeing front desk operations ensuring guests receive exceptional service from check-in to check-out. This role leads the front office team, coordinates with other departments, manages reservations, and upholds Best Western brand standards to enhance the overall guest experience.

**Key Responsibilities**:

- Lead, train, and supervise the front desk team.
- Manage the daily operations of the front desk including check-ins, check-outs, room assignments, and guest inquiries.
- Ensure phone calls are answered promptly, and reservations taken accurately.
- Resolve guest concerns and issues, promptly and professionally.
- Monitor occupancy levels, forecasts, and accuracy of room rates of guest/company accounts.
- Oversee reservation system and ensure accuracy in guest bookings.
- Manage direct billing accounts ensuring payments are made on a timely basis.
- Monitor aging report, and guest/company account information is kept up to date.
- Maintain accurate financial records of front office transactions, ensure compliance with accounting policies.
- Monitor guest/company credit limit on accounts ensuring payments are taken as required.
- Prepare weekly staff schedules, and biweekly payroll.
- Monitor and manage guest satisfaction scores, implement improvement strategies as needed.
- Ensure Best Western reward membership targets are met.
- Maintain a strong working knowledge of all hotel departments to support interdepartmental collaboration.
- Ensure staff are well-versed in promotions, local attractions, and amenities.
- Maintain and ensure compliance with health, safety, and security policies.
- **Qualifications**:

- Minimum 2-3 years of front desk supervisory or management experience.
- Strong leadership and team-building skills.
- Excellent communication and guest service skills.
- Proficient in property management systems (Visual Matrix).
- Flexible schedule required; must be available for weekends, evenings, and holidays as required.
- Diploma or degree in Hospitality Management or a related field preferred.
- **Join Our Team**:

- At Best Western Plus, we believe in creating memorable guest experiences and fostering a supportive, growth-focused workplace. If you’re a hospitality professional with a commitment to service excellence, we’d like to hear from you.

**Job Types**: Full-time, Permanent

Pay: $45,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: In person

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