Front Office Manager Job Description

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Front Office Manager Job Description

Job descriptions
Administration and Office Support

Job summary 1

The Front Office Manager manages Front Office Operations to ensure profitability, control costs, and quality standards to ensure total guest satisfaction. Oversees room reservations, front office systems, supplies inventory, scheduling, forecasting, and department budget to maximize revenue. Compiles and prepares financial reports, including rate and availability calendar. Interviews, trains, supervises, counsels, schedules, and evaluates staff. Provide leadership and guidance to Front Office staff, ensuring consistent quality service is provided.

Duties & Responsibilities 1

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Encourages a team spirit amongst staff members with leadership and guidance.
Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service, front office, reservations, and front desk agents in the details of work. Observes performance and encourage improvement.
Uses creative management skills to solve problems. Ensures compliance with Hotel standards to ensure consistent, high-quality guest relations.
Manages desk through times of stress, and emergencies resolve guest concerns, and implements resolutions using discretion and judgment.
Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, and listens to and understands requests, issues, and situations from both guests and team members.
- Handles guest relocation as required.
- Prepares daily forecast of expected arrivals and departures.
- Other duties as assigned.

Requirements & Skills 1

Job summary 2

The Front Office Manager is responsible for managing and organizing all areas of the Front Office, including the Front Desk, Bell Stand, Concierge, AYS/PBX, Valet Parking, Transportation Department, and Concierge/Executive Lounge. Continually strive to improve guest and associate engagement while maximizing financial performance and continuous development of staff associates.

Duties & Responsibilities 2

Requirements & Skills 2

Job summary 3

As a Front Office Manager you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards.

Duties & Responsibilities 3

Assists the owners/guests with any complaints or disputes.
Relieves front desk staff when vital.
Assists Director of Front Office with personnel functions – including, but not limited to, property walks, performance management, counseling, scheduling, training, brand standard compliance, and recognition.
Ensures that all VIP rooms are inspected before arrival and will greet and escort VIPs to the room.
Provides outstanding hospitality to all guests of the resort, ensuring the needs of all customers are met and accurate standards of conduct and efficiency are followed at all times.
Coordinates the maintenance weeks with Housekeeping, Engineering, and Front Office.
- Responsible for supervising and leading room inventory and room status in booking systems to ensure that it is timely and accurately updated throughout the day.
- Performs daily inspections of all public areas and coordinates the timely response to any substandard area to the appropriate department.
- Carries out any reasonable request by management which the employee is capable of performing.

Requirements & Skills 3

High School Diploma and/or Equivalent
At least 2 years of related experience
2+ years of Supervisory experience
Ability to multi-task and provide outstanding customer service
Associate Degree/College Diploma
- 3+ years of similar experience
- 4+ years of managerial experience
- Prior Voice experience preferred

Job summary 4

The Front Office Manager coordinates the front office activities of the hotel and provides support to General Manager by performing the following duties.

Duties & Responsibilities 4

Requirements & Skills 4

One-year certificate from college or technical school; or 6 months to 1-year related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of an organization.
- Ability to calculate figures and amounts such as discounts, interest, and percentages.
- Ability to deal with problems involving several concrete variables in standardized situations.

Job summary 5

The Front Office Manager manages hotel front office operations by establishing guest service and sustainability standards.

Duties & Responsibilities 5

Interview, select, train, schedule, coach, and support associates, ensuring they perform by an established brand or hotel standards and consistent with Hotel core values.
Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
Monitor all front office financial operations and ensure front office compliance with accounting controls and procedures.
Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts. Review, submit for approval, and order capital budget items as required.
Supervise all guest services department managers.
Review correspondence from guests and incident logs and direct staff according to information obtained.
- Oversee all vendor and personnel contracts throughout the hotel.
- Monitor occupancy of guest room space to ensure the most efficient use and minimize overbooking.
- Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.

Requirements & Skills 5

Associate’s or Bachelor’s degree preferred.
- 2 to 5 years of hospitality-related experience.
- Work schedule varies and may include working on holidays and weekends.
- Requires standing for extended periods, walking, pushing, lifting to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

Job summary 6

This Front Office Manager will be responsible for the delivery of superior customer service to our guests throughout their engagement with our company. This position sets the standard for our excellence. The ideal candidate is a confident leader who enjoys working with the public in a fun workplace and can adapt to whatever the day might bring. A positive attitude and determination to exceed customer expectations are foundational to this position. We have a wonderful team for you to work with that shares the common goals of creating lifetime memories for the guests and a fun and positive work environment.

Duties & Responsibilities 6

Ensure guest delight
Make reservations for guests and owners
Coordinate listings with OTA’s, channel managers, and other distribution vendors
Act as the Manager on Duty as necessary
Resolve guest concerns
- Dispatch work orders and guest requests
- Mentor and provide leadership and supervision to a small team of associates.
- Give presentations at owner social functions.

Requirements & Skills 6

Minimum of 3 years of supervisory experience
Minimum of 5 years in hospitality or customer service, hotel, vacation rental, or vacation ownership experience are a big plus
Skilled in the use of Microsoft Office Suite including Outlook, Word, Teams, and Excel

Job summary 7

The Front Office Manager supervises the Front Desk, Reservations, Bell Desk, and Guest Services to ensure the highest standard of courteous service is met.

Duties & Responsibilities 7

Requirements & Skills 7

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
Ability to effectively deal with guests, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
- Ability to listen effectively and to speak English clearly to communicate with customers and employees and prepare written complex reports of room availability and revenues generated
- Hearing and visual ability to observe and detect signs of emergencies and to access and accurately input information using a moderately complex computer system
- Ability to analyze information and make effective judgments

Job summary 8

The Front Office Manager is responsible for all front office functions and staff. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Duties & Responsibilities 8

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Ensures recognition of employees is taking place across areas of responsibility.
- Communicates performance expectations by job descriptions for each position and monitors progress.
- Celebrates successes and publicly recognizes the contributions of team members.
- Maintaining Guest Services and Front Desk Goals

Requirements & Skills 8

High school diploma or GED; 4 years experience in guest services, front desk, or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, or related professional area.

Job summary 9

The Front Office Manager is responsible for the leadership of the front desk, guest services, and telecommunications and maintains a high quality of services offered to guests while maximizing profitability.

Duties & Responsibilities 9

Requirements & Skills 9

College degree
3-5 years experience in a similar position in an upscale Convention Hotel
Ability to communicate in English both verbally and in writing
Previous guest relations training and experience
Valid Driver’s License
- Ability to transport up to 40 pounds to and from the work area
- Ability to move freely within the Front office areas
- Ability to stand and sit for prolonged periods of time

Job summary 10

We are looking for a Front Office Manager.

Duties & Responsibilities 10

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
Respond to guests’ special requests, needs, problems, issues, and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
- Remain calm and alert, especially during emergencies and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research on the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approaches to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
- Comply with attendance rules and be available to work regularly.
- Perform any other job related duties as assigned.

Requirements & Skills 10

Hilton experience is strongly preferred, 1-2 years previous hotel front desk supervisor/manager experience strongly preferred.
Must be available to work a flexible schedule to include nights, holidays, and weekends.
Must have the ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Can communicate well with guests.
- Must be willing to “pitch in” and help co-workers with their job duties and be a team player.
- Climbing, reading, standing, walking, and routinely lifting 25 lbs to 50 lbs.
- Must be able to receive instructions and communicate the progress of work assignments.

Frequently asked questions

What does a front office manager do?

A front office manager is responsible for overseeing the day-to-day operations of a business's front office or reception area. They typically work in industries such as hospitality, healthcare, and corporate environments, where their primary role is to ensure that the front desk or reception area is running smoothly and that guests or clients are receiving excellent customer service.

Some of the key responsibilities of a front office manager may include:

Supervising and training front desk staff: The front office manager is typically responsible for managing a team of receptionists, administrative assistants, and other support staff. They must ensure that their team is well-trained and equipped to handle a variety of tasks, such as answering phone calls, greeting visitors, and processing paperwork.

Handling customer complaints: The front office manager is often the first point of contact for customers or clients who have complaints or issues that need to be addressed. They must be skilled at de-escalating conflicts and finding solutions that satisfy customers.

Managing schedules and appointments: The front office manager is responsible for managing schedules and appointments, making sure that clients or guests are seen on time and that there are no scheduling conflicts.

Maintaining office supplies and equipment: The front office manager must ensure that the front desk or reception area is properly stocked with office supplies and that all equipment, such as computers and phones, is in good working order.

Budgeting and financial management: The front office manager is responsible for managing the budget for the front office, including expenses related to staffing, supplies, and equipment.

Overall, a front office manager plays a critical role in ensuring that the front desk or reception area of a business is well-managed and provides excellent customer service to guests or clients.

What makes a good front office manager?

A good front office manager should possess a combination of leadership, communication, and customer service skills. Here are some specific qualities that can make a front office manager effective:

Strong leadership skills: A front office manager should be able to lead a team of employees effectively, delegate tasks appropriately, and motivate staff to achieve goals.

Excellent communication skills: A front office manager must be able to communicate effectively with staff, customers, and other departments in the company. This includes being able to listen actively, provide clear instructions, and handle difficult conversations.

Customer service orientation: A good front office manager must have a strong focus on customer service and be able to handle customer complaints and concerns with tact and diplomacy.

Attention to detail: Front office managers must be organized and detail-oriented, able to oversee tasks such as scheduling, inventory management, and record-keeping.

Problem-solving skills: A good front office manager should be able to anticipate and solve problems quickly and efficiently, and make decisions that are in the best interest of the company and its customers.

Adaptability: Front office managers should be able to adapt to changing circumstances and work effectively in a fast-paced environment.

Technical proficiency: Front office managers must be proficient in the use of office technology, such as computers, software programs, and telephone systems.

Overall, a good front office manager should be able to lead by example, prioritize customer service, and work collaboratively with other departments to achieve business goals.

Olivia Powell
Recruiting expert

Last updated Oct 15

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Front Office Manager Job Description

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Frequently asked questions

What does a front office manager do?

What makes a good front office manager?

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