Key roles within the front office department in a hotel
This article identifies the key roles within the front office department in a hotel. The front office is an integral part of a hotel, and it is very important that this department runs very well. If there are any problems, guests may find out in seconds potentially causing their concerns and dissatisfaction. The front office staff is responsible for everything from checking guests in to making sure that they are comfortable throughout their stay. They also ensure that the reservations and billing process go smoothly. This article discusses some of the most important front office duties and responsibilities in a hotel.
Front office manager
Front office managers are responsible for overseeing the front desk staff and making sure that all guests have a positive experience. They also develop schedules to ensure that the front desk is always fully staffed. They may also sometimes take part in hiring and training new employees (Totaljobs Group Ltd, 2022). Occasionally, they may have to have their says in the termination of the employment contract of those who do not meet the standards. The average salary for a front office manager is around £28,000 per year in the UK (Indeed, 2022).
Guest service manager
Some hotels may have separate guest service managers who are in charge of all the front office staff, including check-in staff, bellhops, and concierge. The responsibilities of this position include training, scheduling, budget management, and maintenance of relationships with other departments.
Reservation managers in a hotel ensures efficient operations in their department by providing appropriate reservations services. They handle any changes or cancellations that happen throughout the year and make sure that the front desk staff is always available to answer any questions.
Reservation managers coordinate with sales executives to make sure that all available reservations are filled on a first-come first-served basis. They also sometimes need to work with the housekeeping staff to ensure that any special requests from guests are met quickly and adequately.
The reception managers play one of the key roles within the front office department in a hotel. They welcome guests and make them feel comfortable during their stay. In fact, they are the first line of contact for any guest who arrives at the hotel.
One of the key front office duties and responsibilities in a hotel is executed by the revenue managers. They are responsible for ensuring that all guests are charged appropriately. They also go over the reservation rates from time to time to keep them competitive with other hotels within a similar price range.
Night audit manager
Night audit managers are responsible for supervising the auditing process in the evening, which ensures that all financial transactions are accounted for and reconciled. This includes ensuring that all cash is counted, as well as checking for discrepancies in billing.
The head concierge basically runs the front desk. He/she coordinates with other departments to make sure that the needs of each guest are met. He/she also manages the staffing at the front desk and makes sure that there is always someone available to help.
The housekeeping manager manages staff who are responsible for cleaning the rooms and making them ready for incoming guests. They also have to clean public restrooms, vacuum the carpets, sweep the walkways, and more.
Other positions in this department include laundry attendants and desk clerks. The laundry attendants take care of the linens and towels in the hotel. They make sure that new towels are available for the next guest. Desk clerks handle all of the requests from guests throughout their stay at the hotel, whether it is checking out or requesting for help with their phone or television.
Banquet managers are responsible for overseeing events and are typically in charge of planning the banquet. They work with the hotel’s catering manager to organise the event, and the banquet staff assist them with serving food, preparing the room, and other tasks.
The hotel sales managers are responsible for identifying potential guests, while maintaining and nurturing old customers and their accounts. They ensure that the sales targets are met efficiently as without money coming in, running massive hotel operations becomes extremely difficult.
The front office is responsible for the operation of a hotel’s front desk and customer service. There are several front office duties and responsibilities in a hotel as stated above; however, not all hotels have those positions. Depending on their size, job positions may vary.
For instance, in some hotels, front office managers are also the guest service managers. Likewise, some others may not have separate reception manager position and the job is done by the front office managers. The same is true for the positions of revenue managers and night audit managers. A person may perform both responsibilities. However, it is important that the key roles within the front office department in a hotel are identified well so that their importance and contribution to the overall operations and success of the organisation can be understood well.
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Last update: 01 March 2022
Indeed (2022) Front Office Manager salary in United Kingdom, available at: https://uk.indeed.com/career/front-office-manager/salaries (accessed 01 March 2022)
Totaljobs Group Ltd (2022) Front office manager job description, available at: https://www.caterer.com/advice/front-office-manager-job-description (accessed 01 March 2022)
Author: M Rahman
M Rahman writes extensively online and offline with an emphasis on business management, marketing, and tourism. He is a lecturer in Management and Marketing. He holds an MSc in Tourism & Hospitality from the University of Sunderland. Also, graduated from Leeds Metropolitan University with a BA in Business & Management Studies and completed a DTLLS (Diploma in Teaching in the Life-Long Learning Sector) from London South Bank University.