Barcelona City Council | Capital humà

Front Office Manager, Front Desk Manager.

Front office managers are in charge of organizing, directing and controlling the reception area. Manage the offer of rooms as well as their advance contracting, taking into account reservations, tickets, departures, billing and special situations (changes, overbooking, no shows, etc.), and optimize material and human resources in order to offer a higher quality of customer service, greater worker satisfaction, and maximum occupancy and production in the hotel establishment. They are also responsible for achieving the desired employment objectives and ensuring that the operation of the reception area is in line with the philosophy of the hotel establishment.

The reception and experience of clients during the process of making a reservation is the first and main contact that they have with the hotel establishment, for this reason it is very important to convey an adequate impression of professionalism, quality and hospitality. To achieve this, these professionals must ensure the correct training of the team and optimize the processes and operations of the front office department.

• They must perfectly know the offer of accommodation services and the conditions of use, in order to be able to adequately inform the clients as well as to know the rates, promotions, discounts, payment methods'.
• Process and register reservations for both accommodation and services in real time, adjusting their price to the existing offer at any time.
• Have knowledge of the different types of existing reservations (back to back, series, FIT).
• Control the availability of places at all times, keeping the reservation planning up to date.
• Process cancellations and modifications of reservations.
• Know the agencies, companies, reservation centres, etc., which are the regular customer sources and the link they have with the accommodation.
• Update the file containing the customer data.

• Select staff and manage training, shifts and vacations. Collaborate with the Human Resources department in the management of sick leaves, leaves, payslips, etc. of the reception team.
• Communicate to staff the established business and departmental objectives.
• Plan, organise and supervise staff tasks.

• Control the daily reservation sheets in order to ensure correct compliance and detect possible incidents in the arrivals list (VIP reservation, people with disabilities or reduced mobility, families with minors').
• Oversee room allocation.
• Manage the groups of rooms that are pending booking assigned to the different tourist intermediaries.
• Control daily billing and supervise the correct closing of invoices issued to customers and those derived from the accounting department.

• Manage the budget established for their area.
• Use resources in the most efficient way.
• Interpret monthly budget results and take necessary corrective actions.

• Control with the Head of Purchasing the stocks of office, informational and reception material of the department.
• Plan with the maintenance department the frequency of cleaning in the department areas.
• Supervise the conservation of staff uniforms and reception furniture.

Regulated training and graduates

• Professionalism Certificate: Local tourism promotion and visitor information (Level 3)
• Certificat de Professionalitat de la Família Hoteleria i Turisme: Venda de productes i serveis turístics (Nivell 3)
• Professionalism Certificate: Reception at accommodations (Level 3)
• Professional Training Course(s) in the field of Hotel Management and Tourism - Advanced Level: Management of tourist accommodation
• Professional Training Course(s) in the field of Hotel Management and Tourism - Advanced Level: Guide, information and tourist assistance
• Professional Training Course(s) in the field of Hotel Management and Tourism - Advanced Level: Travel Agencies and event management
• Grau: Turisme
• Grau: Turisme i oci
• Grau: Gestió hotelera i turística
• Grau: Direcció hotelera

Complementary training

Other specific skills

Hotel management programmes: Sihot, Millenium, Prestiges, Opera de Micros Fidelio, Tesipro... etc.
Knowledge of reservation sales channels such as TTOO (Tour Operators) and Internet Operators.
Knowledge of office automation and the Internet.

Planning and organisation: Level 3

Flexibility and change management: Level 3

Orientation within reach: Level 3

Commitment to the organisation: Level 3

People management: Level 2

Management

The organisation, administration and control of a company or entity are the main interests of people related to the management field. Activities included in this field of interest vary from effective resource management, feasibility analyses and solving business problems to the development of skills and fostering of motivation in relation to human resources. Knowledge regarding specific techniques of strategic administration and business management are required to carry out these activities.

Logistics

The planning, organisation, control and carrying out of logistics and administrative tasks are the focus of people who work in the field of logistics. Activities in the field of logistics include the organisation and planning of supply, storage, production and distribution systems, taking inventories, controlling stock and estimating production, as well as the organisation and/or carrying out of the administrative tasks necessary for the implementation of these activities. Knowledge of organisation, control and management techniques is essential for carrying out these activities.

Customer service

Direct and personal interaction with people and relating to the public are highly-motivating activities for individuals who have an interest in the field of customer service. A focus on people and on satisfying customers' needs is key in the occupations included in this field. These jobs entail the need to know suitable techniques for attending to the public and being able to give appropriate service that is tailored to their needs and expectations. Good examples are activities which offer assistance and guidance during functions, trips or at facilities, and those which provide advice in relation to products and services.

Event organiser

Cruise travel agent

Events manager

Tourist and/or leisure guide

Collective establishments receptionist

• Work hours

  Long hours that include shifts on holidays are common.
  These professionals usually work 40 hours a week.
  Depending on the size of the hotel establishment, there may be full-time and part-time days.
  The morning and afternoon shifts are frequent.
  Some people are initially hired to replace the permanent workers' sick leaves or vacations in any shift.

• Salary

  Between 23,989- and 34,960-euros gross per year. The average salary is around 29,000 euros gross per year. The salary of these professionals varies depending on the size of the hotel establishment and the experience of the person.
  
  Source: Report "Observatori d'Ocupacions i Salaris del Mercat de Treball Actual. Barcelona Activa", elaborated by ICSA Grupo. April 2015.

• Professional category

  Middle management