Author International Hotel School   |  August 31, 2017

The hospitality industry has many career and job opportunities for all types of people and personalities. Over the years we’ve looked at various job titles and their descriptions to establish out what it is that people do in hospitality.

In case you need a refresher, take a look at the organisational structure of a hotel and who works where in the system. Today we’re going to find out what it means to be the hotel’s smile: the Front Office Manager.

What does a Front Office Manager do?

A hotel Front Office Manager is tasked with making sure that the Front Office – the place where guests first come into contact with the hotel and staff – runs smoothly and effectively.

Front Office Manager responsibilities include:

  • Managing and training the Front Office staff
  • Ensuring the front desk provides a professional and friendly service for guests
  • Dealing with guests
  • Arranging staff scheduling
  • Acting as liaison between General Manager and staff
  • The Front Office is the area of the hotel where guests form their first and last impressions of the hotel – this makes it really important for the Front Office Manager to work hard to create a pleasant experience for guests to ensure their return.

Who does the Front Office Manager report to?

The Front Office Manager reports to the Room Division Manager, the Resident Manager and/or the General Manager.

Who Reports to the Front Office Manager?

In a full service hotel, the Reservations Manager, the Chief Operator, Night Manager and the Service Manager all report to the Front Office Manager. If the hotel has a front desk clerk, concierge, night auditors, doormen and security, these people all report to the Front Office Manager as well.

Qualifications

A Front Office Manager needs a good education and an appropriate qualification as well as sufficient industry experience.  Our Full Time Hospitality Management Programmes (3 Year Diploma in Hospitality Management, and 3 Year Diploma in Hospitality Management with American Hotel & Lodging Educational Institute (AHLEI) recognition, and the 1 Year Higher Certificate in Hospitality Management as well as our traineeship programme, 2 Year Higher Certificate in Hospitality Management will give you the knowledge and skills to work in this department and give you the grounding that you need to work your way up into this position.

Critical skills include:

  • Diplomacy and the ability to communicate clearly
  • Firm leadership skills
  • The ability to multitask, prioritise and manage time
  • The ability to perform under pressure
  • Must be highly motivated

Working Conditions 

You’ll be working in the guest-facing portion of hospitality. This means being in contact with people all the time.

Though a hotel Front Office Manager creates their own schedule along with that of the other Front Office employees, the importance of the job usually means being on call at all times in case of emergency.

Job Opportunities

A Front Office Manager can work anywhere that has guests checking in. Hotels, lodges, resorts, spas and retreats are a few available options to choose from.

Achieving the role of Front Office Manager isn’t for the faint-hearted. If you’re a people-pleaser with an attention to detail, if you’re willing to put in the hours and work hard, it’s an achievement that’s within reach!