Are you wondering what a Front Office Manager of a Hospitality or Hotel company does and what his or her responsibilities are?
A Front Office Manger is also known as a Director of Front Office or simply as a Reception Manager
Becoming a hotel front office manager for a leading hotel establishment may prove simpler than what you may first believe. However, you must understand that this position is extremely important to the overall image of the hotel due to the fact that, oftentimes, this position is held by the first people that a customer will see. Both professionalism and service are important traits that hotels will be searching for in potential candidates and it is more important than ever that you display these traits when attempting to obtain a position as a front office manager.
However, in order to determine if this position is right for you, it is important to understand exactly what will be expected of you as an office manager. Many who are inexperienced in the field view this position simply as the person who oversees the everyday dealings of the front desk. Though this is somewhat true, a front desk manager position entails many other job duties as well.
Generally, a front office manager’s position is intended to ensure the satisfaction of each of the guests that cross the front doors. They are responsible for the hiring, training and scheduling of the front desk team and oversee many of the daily functions that the front desk staff will be performing. Complaints and requests from guests often fall onto their desks as well as dealings with vendors and billing and payment management of both customer and hotel accounts.
A typical day for a front office manager begins quickly. Many items that cross their desk will be new and unexpected, but this is the nature of the position. Front office managers must be able to roll with the punches and handle any task that comes up quickly and efficiently. Rapid decision making is extremely important for this position and it should be a skill that you have finally honed before beginning the application process.
Some of the most common tasks that a front office manager can expect to handle are some of the most routine events that keep the hotel functioning on a daily basis. Keeping the front desk staff aware of changes to protocol and managing the ways that guests are treated by the front desk staff are, perhaps, the most important. The manager will also be in charge of handling hospitality standards and training of the people that the guests deal with on a daily basis.
Another important task is ensuring that each guest reservation is well prepared for and room assignments are readily available for guests upon arrival. It is also the responsibility of this position to keep the front desk staff informed of the day to day goings on of the hotel as well. It is important to remember that the front desk is both the first thing and the last thing that a guest will see regarding the hotel. A front desk manager is responsible for the guest’s view of the hotel upon arrival and departure.
Work experience is extremely important when becoming a front office manager. This is a position where prior hotel experience is key to the success of the individual in this position. Hotel chains will be looking for individuals who have been proven successful in other positions, specifically front desk operations, throughout the hotel. When you are considering this position, you should begin learning everything that you can about the daily functions of the front desk team and begin to build relevant experience that will help you succeed in the management position.
A minimum of a bachelor degree is required by many of the more upscale hotel chains, but some smaller chains may consider those who have obtained an associate’s degree instead. For best results, look into the specific qualifications for the hotel chain that you are most interested in working for and fine tune your resume around their requirements.
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