What does a Front Office Manager do and his or her responsibilities


Posted on June 2, 2014 by Divan Erasmus

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Are you wondering what a Front Office Manager of a Hospitality or Hotel company does and what his or her responsibilities are?

A Front Office Manger is also known as a Director of Front Office or simply as a Reception Manager

Becoming a hotel front office manager for a leading hotel establishment may prove simpler than what you may first believe. However, you must understand that this position is extremely important to the overall image of the hotel due to the fact that, oftentimes, this position is held by the first people that a customer will see. Both professionalism and service are important traits that hotels will be searching for in potential candidates and it is more important than ever that you display these traits when attempting to obtain a position as a front office manager.

However, in order to determine if this position is right for you, it is important to understand exactly what will be expected of you as an office manager. Many who are inexperienced in the field view this position simply as the person who oversees the everyday dealings of the front desk. Though this is somewhat true, a front desk manager position entails many other job duties as well.

Generally, a front office manager’s position is intended to ensure the satisfaction of each of the guests that cross the front doors. They are responsible for the hiring, training and scheduling of the front desk team and oversee many of the daily functions that the front desk staff will be performing. Complaints and requests from guests often fall onto their desks as well as dealings with vendors and billing and payment management of both customer and hotel accounts.

A typical day for a front office manager begins quickly. Many items that cross their desk will be new and unexpected, but this is the nature of the position. Front office managers must be able to roll with the punches and handle any task that comes up quickly and efficiently. Rapid decision making is extremely important for this position and it should be a skill that you have finally honed before beginning the application process.

Some of the most common tasks that a front office manager can expect to handle are some of the most routine events that keep the hotel functioning on a daily basis. Keeping the front desk staff aware of changes to protocol and managing the ways that guests are treated by the front desk staff are, perhaps, the most important. The manager will also be in charge of handling hospitality standards and training of the people that the guests deal with on a daily basis.

Another important task is ensuring that each guest reservation is well prepared for and room assignments are readily available for guests upon arrival. It is also the responsibility of this position to keep the front desk staff informed of the day to day goings on of the hotel as well. It is important to remember that the front desk is both the first thing and the last thing that a guest will see regarding the hotel. A front desk manager is responsible for the guest’s view of the hotel upon arrival and departure.

Work experience is extremely important when becoming a front office manager. This is a position where prior hotel experience is key to the success of the individual in this position. Hotel chains will be looking for individuals who have been proven successful in other positions, specifically front desk operations, throughout the hotel. When you are considering this position, you should begin learning everything that you can about the daily functions of the front desk team and begin to build relevant experience that will help you succeed in the management position.

A minimum of a bachelor degree is required by many of the more upscale hotel chains, but some smaller chains may consider those who have obtained an associate’s degree instead. For best results, look into the specific qualifications for the hotel chain that you are most interested in working for and fine tune your resume around their requirements.

What to Expect as a Front Office Manger / Director of Front Office / Reception Manager

How to do the job of a Front Office Manager / Director of Front Office / Reception Manager

According to Wyndham Hotel Group Website , the requirements for becoming a Front Office Manager are listed below:

Wyndham Hotel Group, requirements for Front Office Manager / Director of Front Office / Reception Manager :

Education & Experience:

  • At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Supervisory experience required.
  • Must be proficient in Windows, Company approved spreadsheets and word processing.
  • Must have a valid driver’s license from the applicable state.

Physical requirements:

  • Long hours sometimes required.
  • Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of   force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.

A hotel front office manager is one of the most important positions that a hotel can fill. With this position they are relying on this person to put the best face forward for the hotel and counting on this position to hire the correct front desk staff in order to create the best experience possible for all guests.

The road to becoming a front desk manager may take a bit of time, but for those who become successful in this industry, the time spent learning about the hotel industry is valuable and irreplaceable. The best way to become a front desk officer is to work hard and always present yourself in a professional manner when handling all the daily aspects of your job and when dealing with customers.

Here is another link on the Subject of job requirements and Hotel Careers as a Front Office Manger.

Hotel Careers Website on Job Description of a Front Office Manger / Director of Front Office / Reception Manager

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