Ways to Become the Best Hotel Front Office Manager
In a hotel, first impressions are everything. The way your front desk staff greets and attends to customers can make or break the image of your hotel. And like every good leaders, a front office manager leads from the front. If you can develop into a good manager, it is possible to lead by example and your staff will get the right knowledge and training from you to succeed in their work.
Here some methods to improve yourself and become a better front office manager.
- Work towards Customer Delight
In a hotel, client satisfaction 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. So, treat each client professionally and courteous. Be sure you have time to hear the tiniest problem and resolve it. If you make commitments to customers, you’re required to meet them. Train your employee’s members to check in guests quickly and also facilitate 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 fulfill them.
2. Focus on the Details
In the hotel industry, small things have a large impact. If you want to be the best front office manager your guests have ever seen, pay close attention to details. The front desk should be neat and tidy and manned by staff who is immaculately attired. In addition, make certain every member of the front desk is at their position at all times and greet guests with a welcoming and friendly smile. Even the floral arrangement on the front desk might have an effect on the way guests perceive you and your hotel. So make sure the flowers are fresh and arranged in an attractive manner.
3. Be Extremely Organized
As a front office manager, you’ll be accountable for numerous divisions, including the housekeeping, security and doorman. So, you have to juggle so many things simultaneously and if you are not organized, you won’t be able to prioritize work. If you’re able to organize yourself at work, you’ll be able to focus on each facet of your responsibility efficiently and this will assist you to identify areas of improvement. Then you can develop strategies to improve service, thereby becoming a better front office manager.
4. Mingle with Staff and Guests
An excellent front office manager makes time to speak with his staff and also guests. Any time you talk to your personnel, you will find out the issues they’re facing in providing good service to guests and then you may come up with solutions to assist them. You should also mix and talk to your guests to help them feel comfortable in your presence to speak out their concerns and ask questions.
If you have direct contact with your employee’s members and guests, you’ll be able to assess situations properly and handle questions and concerns that staff and guests might have.
5. Be Result Oriented
To be a superb front office manager, you ought to have your eyes and ears open. This should help you identify areas that need improvement and you can make necessary actions. If you are focused on tasks and end results, you will be able to use your resources better by having the right strategies and plans in place.
6. Be a Team Player
Even when you are the front office manager, you should be capable of being a team player and be able to work with your subordinates and other department heads without letting your ego come in the way. This will help create a team that can take ownership and excels in its work. If your team works brilliantly, it reflects on your managerial abilities and skills.
7. Be Proactive
Don’t wait for top management to tell you the way to improve your department. You’re the front office manager and you ought to have the foresight and ability to initiate improvement to get the desired results. Remember, the prosperity of the hotel depends on your as well as your staff’s ability to handle guests and address their concerns. If you’re able to make guests happy without having to be told, you have turned into an outstanding front office manager.
8. Be Open to Improvement
When things are running smoothly, you will get a pat on the back. But if things go south, you should be able to stand up and take responsibility for it. You need to be able to sit back, analyze the problem and come up with an answer, to ensure that it does not occur again. Do not try and blame your employees or others if things go wrong. Instead use problems to enhance yourself and your department.
When you are front office manager, you’re accountable for your guests’ satisfaction and well-being. If your guests are content with your service, they’ll return as well as get the word out about your hotel to friends and family. So creating a good impression and ensuring your guests leave the hotel with positive thoughts needs to be your ultimate goal. If you achieve this goal, you have become an outstanding front office manager.
If you have any stories about being a Front Desk Manager and would like to share, or have any questions or feedback you can leave them in the comments section or visit our website
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