As the face of any organization, the front office manager plays a critical role in shaping a company’s image and reputation. From greeting clients and managing appointments to ensuring smooth operations behind the scenes, this position requires a unique blend of leadership, communication, and organizational skills.
In this blog post, we’ll dive into the job description of a front office manager, exploring the key responsibilities, required qualifications, and potential career paths in this exciting and dynamic field. Whether you’re a seasoned professional or just starting out in your career, read on to learn more about what it takes to succeed as a front office manager.
Who is the Front Office Manager in Hotel ?
A front office manager in a hotel is a senior management position responsible for overseeing the front desk, reception, and reservation functions of the hotel. They are responsible for ensuring that all guests receive excellent customer service and that all operations related to the front office department are running smoothly.
Talk about more to managing the day-to-day operations of the front office, a front office manager may also be responsible for developing and implementing strategies to increase revenue, managing budgets, and training and supervising front office staff. They are often the first point of contact for guests, and as such, they play a critical role in shaping the guest experience and the hotel’s reputation.
Front office manager Job Description
| Title | Front Office Manager |
| Reports to | General Manager |
Duties and Responsibilities of Front Office Manager
- Reviews final draft of night audit.
- Operates and monitors reservation system for guest room rentals.
- Develops and operates an effective communication system with front office staff.
- Supervises daily operation of front office—reservations, registrations, and checkouts.
- Participates with all department heads in an effective communications system facilitating the provision of guest services.
- Plans and participates in the delivery of marketing programs for the sale of rooms and other hotel products and services.
- Interfaces with various department heads and controller regarding any billing disputes involving guests.
- Develops final draft of budget for front office staff.
- Prepares forecast of room sales for upcoming week, month, or other time period as required.
- Maintains business relationships with various corporate community leaders.
- Oversees the personnel management for the front office department.
- Performs these and other duties as required.
A Day with Front Office Manager in Hotel
7:00 a.m. – Meets with the night auditor to discuss the activities of the previous night. Notes any discrepancies in balancing the night audit.
7:30 – Meets with the reservation clerk to note the incoming reservations for the day.
8:00 a.m – Greets the first-shift desk clerks and passes along any information from the night auditor and reservation office. Assists desk clerks in guest checkout.
8:30 – Meets with the housekeeper to identify any potential problem areas of which the front office staff should be aware. Meets with the plant engineer to identify any potential problem areas of which the front office staff should be aware.
9:00 – Meets with the director of marketing and sales to discuss ideas for potential programs to increase sales. Discusses with the banquet manager details of groups that will be in-house for banquets and city ledger accounts that have left requests for billing disputes.
9:30 – Checks with the chef to learn daily specials for the various restaurants. This information will be typed and distributed to the telephone operators.
9:45 – Meets with the front office staff to discuss pertinent operational information for the day. Handles guest billing disputes.
11:00 – Meets with the general manager to discuss the development of the next fiscal budget.
12:30 p.m. – Works on forecasting sheet for the coming week.
1:00 – Has a lunch appointment with a corporate business client.
2:15 pm – Works on room blocking—reserving rooms for guests who are holding reservations—for group reservations with the reservations clerk.
2:30 – Works with the controller on budgetary targets for the next month. Receives feedback on budget targets from last month. Checks with the housekeeper on progress of room inspection and release.
2:45 – Checks with the plant engineer on progress of plumbing repair for the floor.
3:00 – Greets the second-shift desk clerks and relays any operational information on reservations, room assignments, room inventory, and the like.
3:15 – Assists the front desk clerks in checking in a tour group.
4:00 – Interviews two people for front desk clerk positions.
4:45 – Assists the front desk clerks in checking in guests.
5:15 – Reviews trade journal article on empowerment of employees.
5:45 – Telephones the night auditor and communicates current information pertinent to tonight’s audit.
6:00 p.m. – Checks with the director of security for information concerning security coverage for the art exhibit in the ballroom.
6:30 – Completes work order request forms for preventive maintenance on the Front office posting machine.
6:45 pm – Prepares “things to do” schedule for tomorrow.
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Qualification for Front Office Manager
Education
A high school diploma or equivalent is typically required, but many employers prefer candidates with at least an associate degree in hospitality management, business administration, or a related field. Some employers may also require a bachelor’s degree in a related field.
Experience
Employers often prefer candidates with experience working in a front desk or customer service role within the hospitality industry. You may be able to gain experience in a similar role by working as a receptionist, guest services agent, or reservations agent.
Leadership skills
As a front office manager, you will be responsible for leading and supervising a team of employees, so strong leadership skills are essential. You should be able to communicate clearly, delegate tasks effectively, and motivate your team.
Organizational skills
You will need to be highly organized and able to manage multiple tasks simultaneously. This includes scheduling appointments, managing budgets, overseeing projects, and ensuring that the front office runs smoothly.
Technology skills
Front office managers need to be proficient in using various software and technology, including hotel property management systems, Microsoft Office Suite, email, and customer relationship management software.
Communication skills
Front office managers need to have excellent written and verbal communication skills. They should be able to communicate with guests, employees, and vendors effectively.
Problem-solving skills
Front office managers should be able to identify problems and find solutions quickly and efficiently, such as resolving guest complaints and scheduling conflicts.
Customer service skills
Front office managers should be able to provide excellent customer service to guests, ensuring that their needs and requests are met.
Attention to detail
Front office managers should be detail-oriented and able to ensure that all tasks are completed accurately and on time.
Adaptability
Front office managers need to be able to adapt to changing circumstances and be flexible in their approach to managing the front office, such as responding to unexpected guest requests or changes in staffing.
Career path for Front Office Manager
Entry-level positions – Most front office managers start their career in entry-level positions such as receptionists, guest service agents, or reservations agents.
Front desk supervisor – After gaining some experience in an entry-level role, an employee may be promoted to a front desk supervisor role. In this position, they are responsible for overseeing the front desk operations and managing the guest service agents.
Assistant front office manager – The next step in the career path is usually an assistant front office manager role. In this position, the employee is responsible for managing the front desk operations, supervising the guest service agents and front desk supervisors, and assisting the front office manager with administrative duties.
Front office manager – The ultimate goal for many front office professionals is to become a front office manager. In this position, the employee is responsible for managing all aspects of the front office, including guest services, reservations, and administrative tasks.
Director of rooms – After several years of experience as a front office manager, an individual may be promoted to the role of director of rooms. In this position, they are responsible for managing all aspects of the hotel rooms division, including housekeeping and maintenance.
General manager – Another potential career path for front office managers is to become a general manager. In this position, the employee is responsible for managing all aspects of the hotel operations, including finance, marketing, and human resources.
Conclusion
Front office manager can be a very rewarding career for individuals who are passionate about hospitality, guest service, and management. As a front office manager, you will have the opportunity to work in a dynamic and fast-paced environment, interacting with guests from all over the world and managing a team of employees.
A career as a front office manager can be both challenging and rewarding, offering opportunities for growth, development, and advancement within the hospitality industry.