The hospitality industry requires a large support staff, including front desk managers who oversee customer service, reservations, billing, and personnel management. Receptionists and concierges are also important roles in the industry. Shift work and a degree in hotel restaurant management are typically required for these positions.
The hospitality industry is a service industry that caters to people who travel. A typical hotel requires a large team of support staff to manage day-to-day operations. The front desk manager is the manager of the front desk staff. Several years of education, with an emphasis on hotel restaurant management, are typically required to become a front desk manager.
The front desk is the heart of a hospitality organization. The Front Desk Manager is responsible for general customer service, reservations, billing, and personnel management. To become a front desk manager, a person needs to be comfortable interacting with strangers and dealing with hotel guest issues.
A person who wants to become a reception manager should try to work as a receptionist. This is an entry level position where a person interacts with hotel guests for most general services while at the hotel. Receptionist typically requires a high school diploma, with a starting salary around minimum wage.
The concierge is the guest service attendant who assists hotel guests with travel plans relating to the city, attractions and events in the local area. This customer service agent is typically supervised by the Front Desk Manager. The customer service attendant also supports other groups in the hotel, including the sales department, the bell captain, and the hotel’s transportation operation.
Most reception staff are responsible for making hotel reservations. To become a front desk manager, an individual must understand hotel room management selling strategies. These strategies are different for each hotel brand, but allow hotels to increase rates as room occupancy increases.
The hotel industry has many types of hotel chains. This includes motels, small hotels and large five star hotel organizations. Some larger hotel chains have several hundred employees. In these large hotels, one Front Desk Manager is expected to manage 50+ employees.
Shift work is another consideration for anyone wanting to become a front desk manager. The hotel is open 24 hours and requires support for morning, evening and late night shifts. The front desk manager is the front desk support supervisor during these shifts. Such shift work requires flexibility in an individual’s schedule.
There are many colleges that specialize in hotel restaurant degree programs. These programs are often referred to as hospitality and culinary arts degrees. Within these programs, an individual will learn about general hotel management, customer service, and guest travel management.
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