Working in front office management can be a challenging and lively job involving lots of multi-tasking and customer interaction. With this department being the operational hotspot of a business, you can expect to be busy and to take part in shaping a memorable experience for your customers and clients by implementing innovative business strategies.

This blog will explore front office management and the skills that you may need to develop to take up a managerial position in the hospitality sector.

What is front office management?

Front office management is a department that every organisation needs, as it creates the first impression for customers. A strong front office structure not only acts as your first point of contact with guests and visitors but it also allows staff to handle several tasks without being overburdened. This department comprises of receptionists, secretaries/assistants, an office manager and a human resources manager. Besides focusing on maintaining the front desk, holding a front office managerial position can include performing human resources and supervisorial responsibilities.

Is it the right career for you?

If you possess excellent communication skills, the ability to handle difficult situations with a level head as well as the ability to make decisions under pressure, then this profession is ideal for you. Stepping into a front office role will give you the opportunity to learn how to face challenges and grow managerial skills which can be used in the future.

How to get into front office management?

Front office managers are responsible for the smooth running of the entire front desk operation in an efficient way. Working in this position means you will help shape a customer or client’s first impression of a business. Below is a list of tips for providing excellent front office skills:

• Learn to treat each customer both professionally and courteously, making sure to meet all expected commitments;
• Besides being welcoming and friendly, you should also possess an eye for detail, ensuring that every member of the front desk is in position at all times;
• Be highly organised with the ability to juggle several tasks at a time and prioritise issues that need urgent attention;
• Liaise with both staff and guests to work towards customer satisfaction, speaking through any concerns and coming up with solutions to help everyone;
• Keep in mind to identify and target areas that need improvement and take the necessary actions. You will need to lead business strategies and plans;
• Be both proactive and a good team player, who is open to change and has the ability to initiate improvement to get the desired results.

Different roles in front office management

A front office manager - often referred to as a receptionist or clerk - is required to take on a large number of roles in order to carry out front-office business duties. The hospitality industry typically requires its employees to maintain the customer-facing position, but these responsibilities may vary from industry to industry. Below are some of the basic functions of the front office management:

• Customer interface function – This involves greeting customers as they enter the establishment, answering enquiries, generating sales, receiving and processing payments from customers, as well as providing receipts as needed. Front office managers are also responsible for dealing with troublesome customers, engaging appropriate security personnel and addressing issues concerning customer security. 
• Office management role – This particular role holds front office managers accountable for operating in an efficient manner by analysing expenditure and minimising cost. They may also need to review daily logbooks to maintain an awareness of business activities. Office managers will need to be proficient in applications such as Excel and Microsoft Word.
• Manage customer experience − Front office managers perform a wide range of activities besides simply interacting with them and addressing security issues. In addition, they may need to collaborate with other groups within the business including housekeeping and maintenance. They may also work to escalate issues, as well as approve promotional rates in response to customer negotiations.
• Staff supervision and planning − Front office managers might also need to engage in supervising members of the hotel staff. This may include scheduling employees to meet customer demand, planning and assigning work, as well as developing employee communications. Furthermore, front office professionals are also expected to deliver training to keep employees abreast of changing business practices and to conduct periodic staff meetings.

If you are wanting to work in a fast-paced and dynamic industry full of challenges, then enrol yourself onto the Diploma in Front Office Management programme, at IBAT. This front office management course can help you acquire the skills needed to succeed in customer service and office administration.