The first impression is the whole thing for any hotel. In addition to further services, the initial image of a hotel depends on how the front desk staff welcomes and attends the guest on their arrival. As they lead from the front, therefore, the role of front office staff in a hotel is very crucial. It is not an easy fun work at all; instead, a tough job to execute.
Operating from the front of any hotel is a big responsibility; a front office manager requires a perfect blend of skillful hospitality training along with constricted organizational skills, which never compromise to settle below excellence.
The extreme prerequisite, for being a front office manager, is a graduation degree from a renowned hotel management institute. Bachelors and Masters in hotel management formulate an appropriate background for starting any job in the hospitality industry.
However, having a full education qualification is the fundamental requirement for starting a career in this sector. Still, if you are carrying any training certificate or specialized diploma in hotel management from any prominent college, it will serve as a cherry on the cake of your hospitality career.
Apart from the significant responsibility of creating a great first impression before the customers, there are several other duties and responsibilities of front office assistant in any hotel. Thus, besides a regular degree or diploma, a front desk manager has to possess some essential qualities for dealing with the guest.
Although there is no such person exists who can be termed as a ‘perfect’, Here are key calibers that an ideal front office manager must-have.
- Be responsible
When everything is going smooth, you perhaps get a pat on the back. On the other hand, if not anything is working well, a front desk manager is the person who would be approached initially by the guest, if they seek any inquiry or help. Even if he is not directly accountable for the issue, he has to take responsibility for it and come up with a solution to improve without waiting for the top management to order.
- Being polyglot is always an advantage
Front office personnel are required to deal with several guests from different cities and countries. If he has good command in multiple languages, he can easily interact with guests from across the globe and make them feel relaxed and comfortable.
While working at the front desk of any hotel, you are in the offing to come across tourists from all over the world at the same time. Moreover, being multilingual, i.e., adept in more than one language, is one of the most desired skills that most of the employers do value and prefer to appoint in their hotels.
- Be a problem solver instead of being a complainant
When you are a front office manager, you should have the foresight ability to resolve the concern of customers immediately and work on improvement of your staff, instead of blaming them.
In this role, you not only have to take the stand to rectify any unforeseen issue, but you also require to take the responsibility to analyze the reason behind it and come up with a permanent solution, so that it does not happen again.
- Should be open for any improvement
Being a front office manager, you are in charge of identifying areas of expansion and initiate all the desired improvements in your services for the contentment of guests. A satisfied guest will not only leave your hotel with positive thoughts and praise your services among his friends and family but also return for sure. An ideal front office manager keeps in mind the comfort of guests, along with the well-being of his staff. He associates with them and frame improving measure accordingly.
- Quick decision-maker
Any front office staff must have the ability to quick decision-making. He should be competent enough to focus on each aspect of his responsibility efficiently to please the guest while keeping the interests of the organization alive simultaneously.
In case of any emergency or request, guests often approach the person at the front desk. Hence, he or she should be capable enough to turn up with a quick course of action to resolve the problem and satisfy the guest in the shortest possible time.
- Perform under pressure
Hotels are tremendously hectic, especially during peak seasons. A front desk manager often gets stressful during these periods, but losing temper is not an option. It is neither bearable by hotel nor by guests and definitely nor for the reputation of the hotel.
Thus, an ideal manager must have the ability to stay calm & composed and perform well, even under pressure when push comes to shove.
- Must be Multi-tasking
A front office manager has to balance several things at a time with extreme patience and a smile on his face. He has to look after and organize every single task related to the hotel, from interacting with customers to ensuring a safe pool or maintaining the hygiene and resolving the grievances of each demanding guest. One needs to supervise various sections in a hotel for instance, security and housekeeping, thereby becoming a respectable front office manager.
- Stamina to stand for a long
Generally, a front desk agent does not get much time to sit down and work. Most of the time, he needs to stand on his feet with a friendly smile and polite behavior to assist the guests while checking in and out activities. Even after wearing professional as well as comfortable shoes, he requires extraordinarily active and strong legs with core muscles besides.
- Being persnickety is essential
In the hotel industry, small things do matter a lot. Being a responsible front office manager, you should pay close attention to every single detail of your department and must emphasis to serve only the best in class.
From the neat and tidy front desk to well-dressed staff and immaculate furniture along with elegant floral decoration that ensures a warm greeting to the guest. People usually underestimate these little things, but they make a significant impact on the way customers perceive the image of the hotel.
Since always, self-confidence and critical thinking is the main necessity of a professional hotel manager. In this fast-paced environment, front office personnel are experts in dealing with guests of different statuses and cultures backgrounds because of their self-confidence. They should know math to interpret financial statistics practically with complete self-assurance.
Do remember that the success of any hotel depends on the way its staff treats its guests. AHIMAS Jaipur has a count among one of the best hotel management institutes in Rajasthan. It is renowned for introducing all the qualities mentioned above in its students to turn into an outstanding front office manager.