Also known as: Front Office Manager, Front Desk Manager, Director of Front Office, Front of House Supervisor
A front office manager is responsible for supervising the staff that run the front office. In a larger hotel this may include the reservation team. It is your duty to create a welcoming environment for guests during their stay.
Your day-to-day duties may involve:
• meeting and greeting guests
• leading team briefings
• training staff
• maintaining reception procedures
• maintaining health and safety procedures
As a front office manager you will co-ordinate the activities of the front of house staff, making sure reservation and booking procedures are followed and the guests feel welcome. You will support the staff as they meet and greet guests and perform reception duties. As you and your staff are at the hub of the hotel, you have the opportunity to encourage guests to use the hotel facilities and maximise sales. In smaller hotels your entire team may be based at the front desk, operating the switchboard and performing porter duties. In some larger hotels the reservation staff are based in a back office, enabling them to concentrate on telephone calls, faxes, letters and emails.
As a department manager you will be responsible for training and recruiting staff, organising staff rotas, and controlling budgets. You will regularly meet with the other department managers to co-ordinate your activities and work together. For example you must communicate regularly with the housekeeping department so you are aware of what rooms have been serviced and receive early warning of any delays.