Front Office Management

Topics: Management, Employment, Wage Pages: 6 (1816 words) Published: April 29, 2013

Challenges faced by today’s Front Office Managers

Rupneet Singh Sekhon
Accommodation and Facilities Management

1st April 2011

Executive Summary3
Aims and Objectives3
The Management of Human Resources4
Revenue Management5
Safety and Security Management5

Executive Summary
‘‘Today’s front office managers face much greater challenges than managers of a generation ago’’(Kasavana and Brooks, 2005). Front office manager is entirely responsible for evaluating the success of front office performance in meeting department’s objectives. Front office manager role is to wisely use resources which are available to him/her for the improvement of department’s objectives. Front office manger responsibilities involve planning, organizing, coordinating, controlling, staffing, leading and evaluating to attain the objectives. Front office managers are currently facing many challenges in managing human resources, revenue management, and safety and security in hotels. This is because of changes in environment in which they work. There is a need for managers to identify these challenges and they should try to overcome them. Aims and Objectives

Aims and objectives of this report is to identify the challenges faced by today’s front office managers under the key areas that involves management of human resources, revenue management, and safety and security management. This report explains the role of front office manager and addresses on challenges faced by today’s front office manager. It shows critical evaluation of the challenges faced and recommends how managers can consistently deal with these challenges. Methodology

The research methodology used for this report is based on the information gathered through the use of secondary data. This is done mainly by the use of books and from some internet sources related to front office operations. The material was carefully analysed and this report has been prepared which addresses challenges faced by front office managers in managing human resources, revenue management, and safety and security. Introduction

‘‘Traditional front office functions include reservations, registrations, room and rate assignment, guests services, room status, maintenance and settlement of guests accounts and creation of guest history records’’(Kasavana and Brooks, 2005). The role of front office manager is challenging because they have to manage several priorities all together. Front office manager represents the image of the property and their job in fact is a challenging. In order to provide and achieve higher levels of guest and employee satisfaction, the front office manager has to carefully design and plan the front office goals and strategies. Organisations success depends upon how effectively a front office manager manages various departments that are under him or her and how well they focus on their job. The following challenges are faced by today’s front office manager: The Management of Human Resources

Human resource has always been a major issue for front office managers. The front office depends completely upon people and how they apply their knowledge, skills and attitudes. People management is a key matter for front office managers. ‘‘Human resource planning is a very important aspect of creating and maintaining a successful organisation. It involves ensuring that the organisation has the right amount of staff with the right skills and qualifications at the right time’’(Connolly and McGing, 2006). Challenges faced in Recruiting:

Recruiting the staff for front office position always involves the front office manager. Recruiting involves interviewing and evaluating applicants to decide the best person for the job position. The biggest challenge for managers is to recruit the best candidate to fit in a position for an organisation. There can be many negative consequences of employing...

References: * Angelo, R. M. and Vladimir, A. N. (2004) Hospitality Today An Introduction. Michigan: Educational Institute of the American Hotel & Lodging Association.
* Andrews, S. (2008) Front Office Management & Operations. New Delhi: Tata McGraw-Hill Publishing Company Limited.
* Bardi, J. A. (2011) Hotel Front Office Management. New Jersey: John Wiley & Sons.
* Connolly, P. and McGing, G. (ed.) Hospitality Management in Ireland. Dublin: Blackhall Publishing.
* Kasavana, M. L. and Brooks, R. M. (2005) Managing Front Office Operations. Michigan: Educational Institute of the American Hotel & Lodging Association.
* Paycheck (2011) Challenges in the work life of front office executives of hotels. Available at: (Accessed: 28 March 2011).
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