22/10/2021
front office manager your department is the first and last impression that a guest has of the hotel, so it’s your job to ensure it’s a good one. Top of the list of responsibilities is to make sure your receptionists on the front desk are well-trained, friendly and offer a warm welcome and speedy, efficient check-in and check-out service for guests. Key responsibilities:
Managing and training the concierge, night auditor and team of receptionists
Ensuring the front desk provides a professional and friendly service for customers
Dealing with customers, including handling complaints when they come to the desk
Troubleshooting emergencies
Good telephone skills, particularly if you also look after telesales
Diplomacy and communication skills to handle any complaints and emergencies in a level-headed manner
The ability to multitask and manage your time
No fear of decision-making
You’ll be in the public eye and occasionally having to deal with difficult guests, so the one thing you can’t be is shy. However, if you like people and have a flair for communication and leadership, you’ll make a great front office manager.
