The hospitality industry has many exciting career opportunities for all types of people and personalities. One of the most sought after roles is that of the Front Office Manager, affectionately known as the ‘hotel’s smile’. We explore the role of this busy position and why it’s a vital job role for any leading hotel.

 

What are the duties of a Front Office Manager?

A hotel Front Office Manager is tasked with the efficient and smooth running of the entire front desk operation, as well as the staff who work there. This senior role is designed to oversee, manage and support various administrative, staffing and guest related queries. The Front Office Manager typically trains reception and reservations staff and is the communicator between this valuable department and the General Manager or owner. It’s a very busy role which often requires a lot of multi-tasking.

Night auditors, concierges, receptionists, cashiers and bellmen typically report to the Front Office Manager, who in turn reports directly to the General Manager. It is a very hands-on role and requires a positive leader who is not afraid to make important decisions. The Front Office Manager must be skilled enough to lead a team, support other departments and ensure that each and every guest has a memorable experience.

Duties typically include:

• Ensuring the front desk provides a professional and friendly service for all guests of the hotel, not just the ones who are checking-in.
• Dealing with guest queries and complaints.
• Arranging the staff shifts for the week / month.
• Troubleshooting emergency situations and finding suitable outcomes.
• Handling cash, guest valuables and hotel safes.

Best and worst bits of the job?

The best parts of the job include being the face of the hotel, meeting new people and helping to create the WOW factor when guests arrive. Worst bits include dealing with difficult customer complaints, managing shift rotas and working shifts yourself.

Qualifications and skills

For those who wish to pursue a career as a Front Office Manager, you will need a solid hospitality management education, as well as plenty of practical experience on the front desk. International Hotel School offers a number of suitable programmes which include both the academic and practical elements, as well as a variety of online courses.

Skill requirements include the following:

• Excellent communication skills both on the phone, in writing and in person
• Diplomacy to handle difficult situations with a level head
• The ability to multi-task and perform under pressure
• The ability to make decisions without fear

Salary,a hours of work and job opportunities

Salaries may vary greatly for this role based on location and size of a hotel. In South Africa, earning potential can exceed R20 000pm. Front Office Managers are needed in resorts, hotels, game lodges, cruise ships, spas, golf clubs and many more venues, so there is always a need for qualified front office staff to work both locally and abroad. Job progression includes Rooms Division Manager, Assistant General Manager or General Manager. Hours of work include shift work (6 am – 3 pm; 2 pm – 10 pm) or an 8 am – 5 pm role to oversee the smooth running of both shifts.

If you have a question about the role of the Front Office Manager, please drop us a line below or email info@dev.brokenpony.club. If you would like to know more about any of our courses, feel free to talk to a consultant today by ringing 0861 44 33 00.

(Sources via: http://study.com/articles/Front_Office_Manager_Job_Description_and_Requirements.html; https://www.caterer.com/careers-advice/job-profiles/front-office-manager; http://hospitality-industry.divanerasmus.com/what-does-a-front-office-manager-do-and-his-or-her-responsibilities/)