Front Office Manager (or Front Office Director) is the head of Front Office Department. Front Office Manager—abbreviated as FOM below—is responsible for leading Front Office staff to achieve the aim of Front Office, which includes but not limited to meet the goal of guest experience, employee satisfaction and finance. The responsible areas comprise Front Desk, Executive Lounge, Concierge, PBX, Guest Services, Business Center, etc.
The operation of Front Office is complicated; any ignored minute detail may lead to a total failure. FOM must have excellent knowledge of Front Office: labors, products, procedures. Actually a good FOM can do almost all the jobs that her/his employee can do, maybe better than some of them, such as making reservations, greeting guests at the door, opening gate and carrying luggage, checking-in guests, escorting guests up to rooms, promoting hotel facilities, introducing rooms, arranging a human wake-up service and more.
Having all the professional skills mentioned above is far from enough to make a good FOM. A good FOM see big pictures as well as details. They know one tiny bulb is dark in the ceiling lamp, know there is a hole on a bellman's glove, know the music in the lobby is not the scheduled; they know at any moment, how many rooms are sold, how many rooms are out of service, how many to overbook without "waking" guests and damaging hotel's reputation; they remind guest service manager that a VIP will arrive in 10 minutes, they tell housekeeping manager all maintenance rooms should be released before peak season.
Besides the operation tasks above, FOM is also involved in many management activities: attending meeting, hiring/firing employees, appraising employees, scheduling shifts...
A good FOM is a relationship master too, they create and maintain professional relationships with guests; They apply psychological knowledge to solve complaints.
A good FOM always step in difficult situation brought to her/his attention by staff or guests directly, because he/she knows, besides the experience and knowledge, only she/he have the right to refund, upgrade or offer other complimentary that sometimes help delighting guests.
A good FOM is like a communication expert, she/he makes sure for all time the communications inside Front Office or between Front Office and other departments are seamless.
Additionally, a good FOM encourage employees to interactive with guests, to show themselves and promote hotel products with pride.
Leading Front Office Teams
- To lead, encourage, and influence Front Office employees with good interpersonal and communication skills; demonstrating honesty/integrity; propagating sound financial/business decision making.
- Inspiring, encouraging and building respect, mutual trust, and cooperation among Front Office employees.
- Leading by example, serving as a role model demonstrating proper behaviors to Front Office employees.
- Supervising and managing Front Office employees. Managing all day-to-day Front Office operations. Understanding Front Office positions well enough to perform duties in staff's absence.
- Creating and maintaining open, collaborative relationships with Front Office employees and ensuring the employees do the same within the team.
- Ensuring recognition of employees is taking place across Front Office.
- Communicating performance expectations in accordance with Front Office job descriptions for each position and monitors progress.
- Celebrating successes and publicly recognizing the contributions of Front Office members.
Managing Front Office Teams
- Achieving and exceeding Front Office goals including performance goals, budget goals, team goals, etc.
- Managing day-to-day Front Office operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Developing specific Front Office goals and planning to prioritize, organize, and accomplish Front Office tasks.
- Keeping Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Conducting Front Office Department meetings and continually communicating a clear and consistent message regarding department goals to produce desired results.
- Supervising and coordinating all activities for Front Office employees.
- Reviewing Front Office staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Understanding the impact of Front Office operations on the Rooms area and overall property financial goals.
- Managing Front Office Department controllable expenses to achieve or exceed budgeted goals.
- Providing recommendations and reports for capital expenditures, repairs and maintenance programs for all Front Office areas.
- Following up guest complaints, making sure all the complaints handled properly.
- Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Creating challenging, realistic and obtainable goals to guide operation and performance.
- Soliciting employee feedback, advocating open door policy, and reviewing employee satisfaction results to identify and address employee problems or concerns.
- Verifying employees are treated fairly and equitably.
- Providing Front Office related information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzing Front Office related information and evaluating results to choose the best solution and solve problems.
- Informing and/or updating the executives, the peers and the subordinates on Front Office relevant information in a timely manner.
- Identifying and analyzing Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
- Managing employee progressive discipline procedures for Front Office staff.
- Administering the performance appraisal process for direct report managers.
- Interviewing and hiring managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
- Verifying compliance with all Front Office policies, standards and procedures.
- Verifying property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOPs).
- Providing Exceptional Customer Service
- Providing services that are above and beyond for customer satisfaction and retention.
- Coordinating activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
- Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Acting as the Service Champion for the Front Office and establishing a positive atmosphere for guest relations.
- Displaying leadership in guest hospitality, exemplifies excellent customer service, and creating a positive atmosphere for guest relations.
- Striving to improve service performance.
- Empowering employees to provide excellent customer service.
- Verifying that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
- Reviewing comment cards, guest satisfaction results and other data to identify Front Office areas to improve.
- Observing service behaviors of employees and providing feedback to individuals and/or managers.
Salaries (updated 2019)
The national average salary for a Front Office Manager is $48,562 in United States according to the estimate of Glassdoor, which is based on 21,361 salaries submitted anonymously by Front Office Manager employees.
The average salary for a Front Office Manager is $15.19 per hour in the United States. Salary estimates are based on 2,369 salaries submitted anonymously to Indeed by Front Office Manager employees, users, and collected from past and present job advertisements on Indeed in the past 36 months. The typical tenure for a Front Office Manager is 1-3 years.
Pay by Experience for a Front Office Manager has a positive trend. An entry-level Front Office Manager with less than 5 years of experience can expect to earn an average total compensation of $34,000 based on 571 salaries provided by anonymous users. Average total compensation includes tips, bonus, and overtime pay. A Front Office Manager with mid-career experience which includes employees with 5 to 10 years of experience can expect to earn an average total compensation of $40,000 based on 511 salaries.
The typical Four Seasons Front Office Manager salary is $69,290. Front Office Manager salaries at Four Seasons can range from $60,213 - $76,618. This estimate is based upon 6 Four Seasons Front Office Manager salary report(s) provided by employees or estimated based upon statistical methods. When factoring in bonuses and additional compensation, a Front Office Manager at Four Seasons can expect to make an average total pay of $69,366.
Front Office Manager salaries at Ritz-Carlton can range from $43,045-$77,260. This estimate is based upon 2 Ritz-Carlton Front Office Manager salary report(s) provided by employees or estimated based upon statistical methods.
Assistant Front Office Manager salaries at Ritz-Carlton can range from $53,853 - $69,630. This estimate is based upon 3 Ritz-Carlton Assistant Front Office Manager salary report(s) provided by employees or estimated based upon statistical methods.
The typical Marriott International Front Desk Manager salary is $37,689. Front Desk Manager salaries at Marriott International can range from $30,321 - $63,353. This estimate is based upon 63 Marriott International Front Desk Manager salary report(s) provided by employees or estimated based upon statistical methods.
The typical InterContinental Hotels Group Front Office Manager salary is $47,673. Front Office Manager salaries at InterContinental Hotels Group can range from $35,058 - $69,630. This estimate is based upon 15 InterContinental Hotels Group Front Office Manager salary report(s) provided by employees or estimated based upon statistical methods. When factoring in bonuses and additional compensation, a Front Office Manager at InterContinental Hotels Group can expect to make an average total pay of $53,558.
The typical Hyatt Front Office Manager salary is $57,726. Front Office Manager salaries at Hyatt can range from $35,711 - $83,556. This estimate is based upon 23 Hyatt Front Office Manager salary report(s) provided by employees or estimated based upon statistical methods. When factoring in bonuses and additional compensation, a Front Office Manager at Hyatt can expect to make an average total pay of $57,726
The typical Holiday Inn Front Office Manager salary is $37,815. Front Office Manager salaries at Holiday Inn can range from $30,326 - $56,626. This estimate is based upon 10 Holiday Inn Front Office Manager salary report(s) provided by employees or estimated based upon statistical methods. When factoring in bonuses and additional compensation, a Front Office Manager at Holiday Inn can expect to make an average total pay of $39,533.
High school diploma or equivalent required.
Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds.
Four years or more of progressive hotel Rooms Management experience; college degree in Hotel Administration preferred.
Valid state driver’s license.
Ability to speak English effectively with customers and/or associates. Ability to write clearly and legibly.
Strong communication skills and demonstrated leadership abilities.
Ability to perform basic to complex math problems.
Must be proficient in Microsoft Word and Excel.
Service oriented style with the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Must be able to work flexible work hours/schedule including evenings, weekends and holidays.
High school diploma or GED; 4-6 years’ experience in the guest services, Front Desk, or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2-4 years’ experience in the guest services, Front Desk, or related professional area.
Previous Sheraton and/or Westin experience is highly desirable.
Previous experience with Lightspeed Preferred.
Knowledgeable of our Bonvoy Marriott program preferred.