Front desk or front office management is a crucial designation in any business. This department builds a company’s image by interacting firsthand with customers. It also ensures the smooth availability of the services to the customers by performing various duties.
A front office manager can work in environments other than a hotel. These include hospitals, educational institutes, fitness centers, corporate buildings, etc. This article highlights the duties and responsibilities of front desk managers in a hotel, how to become one, and their average earnings.
Who Is A Front Office Manager In A Hotel?
A front office manager, also called a front desk manager is an authorized person who deals with the operations conducted at the front desk. They work within a team and ensure the provision of quality services to customers.
A front desk manager usually works under an assistant or general manager. It is their responsibility to report to them about their performances regularly.
Duties & Responsibilities
A front office manager is responsible for different kinds of duties that are necessary at the front desk area. The following are some of them:
- Selection And Supervision Of The Front Desk Personnel: Hotel front office managers are trained and authorized to supervise the staff working in the front desk department. The personnel report to them and are obliged to their order. They are also capable of selecting the appropriate personnel to work at the front desk by checking their relevant skills and experience.
- Training Of The Selected Staff: The front office managers are responsible for training the newly selected staff according to the company’s requirements. They carry out different training based on the level of the staff and help them improve their skills where needed.
- Managing The Work Schedules Of The Front Desk Team: Front desk managers manage the provision of front desk services throughout the day. They assign various tasks to their team and schedule their shifts accordingly. At the end of each shift, the staff report their duties and hand them over to the upcoming person.
- Preparation And Maintenance Of Monthly Report: It is the responsibility of a front office manager to prepare a monthly revenue report or credit limit report and maintain it. This helps them in managing the provision of services within the allocated budget. A front desk manager should be trained enough to carry out their duties within the limits of the available budget.
- Maintaining The Interaction Between Other Departments: Hotel front desk managers play a crucial role in connecting all departments. They serve as a link between customers and various departments within the hotel to ensure seamless services. They provide guest information to housekeeping, coordinate with security to maintain their safety, and address any issue they may be facing.
- Record Keeping Of The Financial Transactions: Hotel front office managers monitor daily transactions and supervise cashiers. They must verify the bank deposits regularly to avoid discrepancies.
- Conduction Of The Regular Meetings To Ensure Quality Work: Another responsibility of a hotel front desk manager is to conduct regular meetings to check their team’s performance. The meeting includes reporting about the staff’s assigned tasks and what further improvements should be made. This helps them maintain the quality of their services.
- Maintaining Staff Discipline: The hotel front office managers ensure team discipline by implementing clear rules. They ensure the adherence of their staff to a proper dress code and tend to follow it themselves. Moreover, they maintain staff punctuality to carry out smooth operations.
- Monitoring Of The Performance Of Each Personnel: The hotel front desk managers provide a detailed performance report of each of their team members to the general manager. This helps them monitor their overall performance and make improvements where needed.
- Ensures To Maximize The Room Revenue: An effective hotel front desk manager is equipped with strategies to boost room revenue. They implement those techniques effectively by properly training their staff. By maintaining high-quality services, they help increase room occupancy, leading to higher revenue.
- Tracking The Daily House Count Regularly: In addition to maximizing room revenue, a front office manager regularly tracks the daily house count. They need to monitor the number of unoccupied rooms to avoid customer inconveniences.
- Maintenance Of The Important Front Office Software: Front office operations in a hotel or any other setting require critical software for their management. Without this software, the personnel may face difficulties carrying out their tasks. The front desk manager must maintain and keep it updated to avoid issues.
- Daily Review Of Log Books: The front desk managers of a hotel must review the log books containing customer feedback daily. This will lead to better management of the hotel services. Additionally, this can help ensure efficient service quality and guest satisfaction.
- Handling Of The Complaints: A front desk manager must always be available to handle customer complaints. These managers communicate with concerned departments to solve the issues faced by the guests.
- Maintenance Of The Reception Area: A hotel front office manager is responsible for keeping the reception area clean, organized, and representable. Since this is the first place the guests see on arrival and can build an impression on them. Furthermore, a well-maintained reception area can set a positive tone for the customers.
Education & Qualifications
To become a hotel front desk manager, certain criteria should be met. The person should have a minimum of 2 years of college degree in hospitality management or business.
Important Skills Of A Front Office Manager
Along with the relevant degree and experience, a front desk manager should have some important skills to tackle day-to-day problems. These include:
- Computer skills
- Leadership skills
- Communication skills
- Problem-solving skills
- Awareness of the competitors
- A keen observer, who can detect even small details
- Is always open to improvements
Salary
On average, a hotel front office manager is paid $18.99 per hour. This can range from $32K to $67K per year including commissions and bonuses.
The salary can vary based on experience. An entry-level front desk manager can earn as much as $15 per hour. It can be raised with more experience.
Conclusion
In conclusion, the front office manager has a variety of duties regardless of the company they work for. Hotel front desk managers are responsible for efficient front desk operations with the help of their team. They supervise and train their staff based on their knowledge and skills to boost hotel services and leave a good impression on their guests.
They play a key role in connecting different departments of hotels to provide high-quality services to their customers. Whether it’s making reservations, coordination with housekeeping, or helping guests with their needs, a front desk manager is always available to provide support.
