What does the job involve?
As the Front Office Manager, your role will involve managing your team of receptionists, and making sure the front desk offers a warm welcome and speedy, efficient check-in and check-out.
Key responsibilities
Main areas of work for a Front Office Manager include:
- ensuring the front desk provides a professional and friendly service for customers
- dealing with customers, including handling their complaints when they come to the desk
- dealing with emergencies
- planning your staff rota
In many hotels, large and small, you may also be responsible for telephone sales, which may occur outside normal office hours.
What skills do I need?
You'll need a variety of people-focused skills including:
- Good telephone skills: you may be responsible for telesales
- Diplomacy and excellent communication skills: you'll need to handle complaints and emergencies when they arise
What qualifications do I need?
There are a number of vocational courses available, and many hotel companies offer training programmes for reception staff to gain the specific skills they will require.
Is it the right job for me?
As Front Office Manager, you'll be highly visible to guests so you should enjoy working with the public, and be comfortable meeting and dealing with people who are sometimes upset. This role involves shift work so you'll need to be flexible about your hours. This is a demanding but rewarding position for the right person.