A successful front office manager requires a perfect mixture of skilful hospitality & tight organizational skills, never settling for less than A +.

I going to show you what you have to do to be a successful front desk manager.

In any hospitality property, first impressions are everything.

The way your front desk staff greets and attends to guests can make or break the image of your property. And just to make things clear, if you operate a small B & B or inn and you are a one-person operation – you are the front office manages.

Like the best leaders, a front office manager, with the right knowledge training, and attitude leads by example and from the front.

If your personality is a perfect mixture of skilful hospitality and tight organizational skills, then working as a front office manager at a hospitality property might be an invigorating and fulfilling career path.

Success as a hospitality property front office manager, as with many other careers, requires constant improvement and self-evaluation. A successful front office manager at a hospitality property should never settle for less than A +.

The duties of hotel front office managers can be wide-ranging. Not only are these managers in charge of seeing that new employees get trained properly, but they're also in charge of everything from assigning work schedules to handling finances.

No two days of working as a hotel front office manager are exactly the same.


Here are 15 steps the can help make a successful front desk manager?


1.Improve listening skills and then coach others to do the same

We all need to not only hear but listen with better intensity. The front desk is the communication centre of every hospitality property. It is the financial centre for reservations and much of the cash activity at many properties. A front office manager must be able to overseer both guest and staff interaction to ensure proper guest service and procedure. Guide those staff that need it, coach, appropriately and increase the two-way communication cycle.


2.Work towards customer delight

In any hospitality property, customer service is supreme. The only method that will ensure your guests are satisfied with the service provided by the front desk is if you value your guests.

•Each guest has to be treated professionally and courteous.

•Be sure you have time to hear the tiniest problem and resolve it.

•When you make commitments to customers, - meet them.

•Train your employee’s to check-in guests quickly and also accelerate the check out as fast as possible.

When you are more focused on the requirements of your guests and are ready to accept both positive and negative feedback, you’ll be able to anticipate their needs and fulfil them.


3.Make sure you and your staff know everything about the property & services

The most obvious requirement for any successful front office manager is to know all the details about the hospitality properties product & services.

•Personally inspecting every type of accommodation in your hotel. Learn the differences and potential benefits of each type and how they can be of value to different customers. This tour should be monthly or even weekly to keep you aware of changes in the property and can also help management to be better aware of potential problems.

•Maintain your awareness of the property of the whole. This includes parking areas, public areas, access points to the hotel and the all-important curb appeal.

•If you have work with an adjacent restaurant or another external service that is part of your offerings, regularly assess their quality and how it affects your guests’ satisfaction.

•Effective front office managers take pride in their property and often offer to assist senior management in room inspections or in the sales effort as appropriate.


Continue reading and I will share with you twelve more things you need to do to become a successful front desk manager…

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