The front office manager is the person responsible for operating and managing all the work of the front office department. This job position is diverse, bringing many intriguing colors thanks to its dynamism.
Is it hard to become a front office manager? Read this article of Navigos Search to find the answer.
1. Front office manager duties and responsibilities
The main responsibilities of the front office manager are coordinating work at the front office; welcoming VIP guests, groups, long-stay guests, and walk-in guests; handling all requests from guests; recruiting and training personnel; performing other tasks under the direction of superiors. And here is the detailed description:
Specific duties of the front office manager
- Plan, implement, monitor, and assign work to front office staff.
- Check the room rate information whether it's correct on the system, and keep track of available promotions and deals.
- Supervise and check the dress of the front office staff, and ensure that the staff's working attitude and behavior are up to standard. Activate staff, strengthen inspection, and monitor the working and service of the front office department.
Welcoming VIP guests and long-stay guests
Plan to welcome guests to the hotel, ensure that all stages are perfect, and directly welcome and receive guests at the hotel.
Jobs of a front office manager
Handling guests’ requests and complaints
- Assist the receptionist in dealing with guest complaints about room service and other issues at the hotel.
- Directly resolve service inquiries and complaints, and mediate conflicts and discomforts from guests.
Recruiting, training and fostering personnel
- Propose and assist the HR department in finding candidates when there is a shortage of workers, ensure that the front office department has enough staff to complete the task well.
- Directly interview candidates, check qualifications, assign and supervise work, and dispatch employees in shifts in a professional and specific way.
- Direct train and improve skills for new receptionists. Organize training sessions to help people work more effectively with assigned work.
Other duties
- Check the work log daily to make sure all jobs are completed prosperously.
- Prepare the necessary forms to serve the working process of the front office department.
- Handle unexpected situations flexibly, including fire alarms, shootings, rainstorms, etc.
- Support the implementation of communication - marketing strategies for the hotel.
- Cleverly narrow the gap between departments in the hotel, aiming to build a strong community.
- Participate in conferences, seminars, and meetings of businesses and partners to improve expertise and expand relationships.
- Represent in some crucial issues requiring senior personnel on behalf of the director.
2. Requirement skills to become a front office manager
Educational background and experience
The front office manager is a position that remarkably affects the customer's impression of the unit's services. Therefore, to apply for this position, you need to have a front office professional learning certificate and a front office management certificate.
Depending on the facility's scale and the job's nature, the units often require candidates with 2 - 5 years of experience working in a receptionist position.
Foreign language skills
As the head of the front office department, you will have to communicate with many people in a day, including foreign guests. Therefore, a person working professionally in the restaurant and hotel service must master the skills of Listening - Speaking - Reading - Writing in English to be proactive in assisting foreign guests coming to experience service at the unit.
Nowadays, there are many English language centers, clubs, websites, or online software teaching English to people who work. Take the spare time of the day to improve your foreign language skills because it will be tremendously helpful for your work.
Foreign languages are an essential skill to become a front office manager
Employee leadership and management
The front office manager is responsible for operating the process of managing a multi-staff department, ensuring the job gets done well.
To do this job well, you need to have leadership qualities and management ability because you will coordinate, organize work, assign work to employees and solve problems arising between employees and guests every day. Therefore, you must always keep a calm mind, listen to your employees, apply discipline in each task you set out, and need to know how to motivate the whole team.
Some other skills
The front office manager also needs to master other skills such as office computer skills, the ability to use fax machines or printers, and knowledge of Microsoft Office, Word, and Powerpoint.
You also need to have customer care and problem-solving skills. Besides, it's necessary to have the ability to work well under pressure and have good health to withstand a busy working environment with many different time zones compared to regular receptionists.
In addition, because the prime working position of the front office is in the lobby, which is considered the unit's face, employers will pay great attention to recruiting candidates with good looks. Only by choosing an outfit that's neat, polite, and suitable for the working environment, you will immediately get a plus point from the employer.
We hope that the above information will help you find the answer to the question "Is it hard to become a hotel receptionist?" and make the right choice for yourself. Navigos Search wishes you success!
If you can fully meet the requirements and skills of the front office manager position, you can contact Navigos Search's team of qualified experts to find your satisfied employer. With more than 20 years of experience, superior qualifications, and extensive connections, Navigos' recruitment specialists will help you find a good working environment, meeting the criteria of salary, bonus, and social welfare.
Whenever hotel businesses need to recruit front office managers, Navigos Search is a reliable partner. With a team of experienced recruitment experts and extensive candidate data of 375,000+, Navigos Search will help the hotel quickly find quality candidates suitable for the front office manager position.
Not only does our company support hotel businesses in interviewing and negotiating salary, bonus, and welfare regimes with candidates, but we also provide a warranty for employers. It means Navigos Search will find a replacement candidate if the current candidate does not meet the job requirements or leave the company without charging any additional fees.
Therefore, if candidates and businesses desire to apply or recruit a front office manager, do not hesitate to contact Navigos immediately as per the information below:
- HCM Headquarters: 20th Floor, e.town Central Building, 11 Doan Van Bo, Ward 13, District 4
- Hanoi Branch: V. Building - 125 Ba Trieu street, Hai Ba Trung District
- Hotline: 1800 585 826
- Email: contact@navigossearch.com
- Website: navigossearch.com
- Fanpage: facebook.com/NavigosSearchVietnam
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