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 all good leaders, a front office manager leads from the front. If you can become a good manager, you will be able to lead by example and your staff will get the right knowledge and training from you to excel in their work.
Here some ways to improve yourself and become a better front office manager.
In a hotel, customer satisfaction is supreme. The only way you can ensure customers are satisfied and happy with the service provided by the front desk is if you value your customers. So, treat each customer professionally and courteous. Make sure you have the time to listen to the smallest problem and resolve it. If you make commitments to customers, you are expected to meet them. Train your staff members to check in guests quickly and also facilitate the check out as quickly as possible.
Once you become more focused on the needs of your guests and are open to both positive and negative feedback, you will be able to anticipate their needs and fulfill them.
In the hotel industry, small things have a huge 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 always be neat and tidy and manned by staff who is immaculately attired. In addition, make sure 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 can have an impact on the way guests perceive you and your hotel. So make sure the flowers are fresh and arranged in an attractive manner.
As a front office manager, you will be responsible for numerous divisions, including the housekeeping, security and doorman. So, you need to juggle so many things simultaneously and if you are not organized, you will not be able to prioritize work. If you can organize yourself at work, you will be able to focus on each aspect of your responsibility efficiently and this will help you identify areas of improvement. Then you can come up with strategies to improve service, thereby becoming a better front office manager.
A good front office manager makes time to communicate with his staff as well as guests. When you talk to your staff members, you will find out the problems they are facing in providing good service to guests and then you can come up with solutions to help them out. You also want to mix and talk to your guests to help them feel relaxed in your presence to speak out their concerns and ask questions.
When you have direct contact with your staff members and guests, you will be able to assess situations properly and handle questions and concerns that staff and guests may have.
To be an excellent front office manager, you should have your eyes and ears open. This will help you identify areas that need improvement and you can take the necessary actions. When 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.
Even though you are the front office manager, you should be able to be 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 you build a team that takes ownership and excels in its work. When your team works brilliantly, it reflects on your managerial skills and abilities.
Don’t wait for top management to tell you how to improve your department. You are the front office manager and you should have the foresight and ability to initiate improvement to get the desired results. Remember, the success of the hotel depends on your and your staff’s ability to handle guests and address their concerns. If you can make guests happy without being told, you have turned into a fantastic front office manager.
When things are going well, you will receive a pat on the back. But if things go south, you should be able to stand up and take responsibility for it. You should be able to sit down, analyze the situation and come up with a solution, so that it does not happen again. Do not try and blame your staff or others if things go wrong. Instead use problems to improve yourself and your department.
When you are front office manager, you are responsible for your guests’ satisfaction and well being. When your guests are happy with your service, they will return and also spread the word about your hotel to friends and family. So creating a good impression and ensuring your guests leave the hotel with positive thoughts should be your goal. If you achieve this goal, you have turned into an outstanding front office manager.
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