The Front Office Manager oversees all functions that ensure all guests are registered promptly and efficiently, keeping track of rooms that are available as cleaned and vacated and seeing that luggage is taken to the guest rooms, cars are valet-parked, and that mail and messages are delivered to the guests. The front desk also is responsible for guest checkout and assuring that all statements (folios) are settled promptly and accurately. If there is a dispute, the Front Office Manager may step in to resolve the problem.
Hotels may overbook based on a history that shows a percentage of people will reserve a room and then not show up or cancel at the last minute and that some guests stay longer than they originally planned. The Front Office Manager must be prepared to handle guests who arrive late only to find a room is not available, or a guest who reserves a specific type of room that is not available. The manager must either upgrade the room request or “walk” the guest to another hotel with comparable accommodations. The manager may decide that the guest does not have to pay for that evening’s lodging.
The manager is responsible for ensuring that there is a sufficient number of employees to handle the number of guests registering and checking out during busy hours; for training front office employees; and for coordinating communications among the various offices (e.g., accounting, housekeeping, reservations) to ensure efficient, organized, and courteous front office procedures. Other than the telephone reservations clerks, the front office personnel provide the first impression a guest receives when visiting a hotel, and it should be perfect.
Salaries depend on the size and location of the property, what price segment the hotel represents, previous experience, and often the ability to speak more than one language. As with other positions in the hospitality field, jobs in the Northeast, South Atlantic, and Pacific regions pay better than do those in the Midwest, South Central, and Mountain regions. Larger, more luxurious hotels and resorts pay more than do budget and economy motels. Starting salaries at establishments with fewer than 75 rooms may be as low as US Dollars17,000 a year. At hotels with 500 or more rooms, a Front Office Manager may earn US Dollars59,000 or more. A boutique hotel may pay as much as 25 percent more than does a chain hotel for the same position.
Major hotels, whether independent or part of a chain, usually offer medical and life insurance, a retirement plan, vacation (at no or low cost at other hotels within the chain), and sick leave. Within chains, there is often a chance to participate in a profit-sharing plan and continuing education at the hotel’s expense. There is little travel involved in the position of Front Office Manager, but one may be transferred or request a transfer to another location.
Employment options vary with the economy, with more hotels and facilities opening in good economic times and layoffs and closings in an economic downturn. The hotel industry has changed drastically with the advent of numerous specialty segments, including economy, long-stay, allsuites, midrange, family, full-service, upscale, resort, and residential spas, so there is a constant need for good qualified Front Office Managers. There is frequently a high turnover in the hotel business, both because of new construction and promotions and because of burn-out from the long hours and intense pressure.
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