How to manage the front office manager well

Front office manager generally refers to the front office manager. The front office manager is the commander of the front office operation and is fully responsible for the operation and management of the front office. The following is how the front office manager can do a good job in management. Welcome to reading.

Create a harmonious working atmosphere

The working atmosphere in the front office must be relaxed and don't make employees feel too depressed. Only in this way, when we face the guests, the smile on them is sincere and heartfelt. Therefore, as a manager, we must try our best to understand employees in many ways and provide help when employees need it most.

We need to know what employees need and how urgent it is, and we will give them what they need most, so it will be relatively easy to manage. Liveliness is very important for front-line employees, so in the recruitment interview process, employees who are very boring are generally not hired.

Democracy is also very important in front desk management. It is generally advocated that grass-roots management posts are produced from employees through democratic elections, which can greatly improve the enthusiasm of employees.

Pay attention to the art of praise and criticism

Praise and criticism of employees should adopt different ways according to the psychological characteristics of different objects. In the daily management process, we will find that some employees love face and praise verbally. Some employees pay attention to material benefits and hope to have some material encouragement; Some employees are thin-skinned, and their rebellious attitude towards criticism is particularly great; Some employees have to issue tickets to solve the problem.

As the front office manager, sometimes it may be your smile, your concern, and your gesture will affect the mood of an employee. Therefore, we must learn and make good use of psychological factors to encourage employees and make them feel recognized. When criticizing employees, we must grasp the occasion and give employees "face". In this way, employees will accept your criticism with gratitude.

Secondly, when criticizing employees, we must be sincere and tactful. Criticize him, let him know why he is wrong, where he is wrong, what harm he has, and so on.

Third, criticism must be directed at things rather than people. Some front office managers often impose heavier punishment on employees who "don't cooperate" with his work, which will make employees feel a little "personal grudges" more or less. This must be resolutely stopped and corrected.

Priorities are biased.

In the process of front desk management, we must pay more attention to it, and we can't master it at once. This refers to the focus of work, not the division of labor among employees.

First of all, in the organizational structure of the front desk, sub-departments such as assistant manager, reservation office and switchboard can be distinguished according to their importance. As an important work hub, the importance of the front desk is beyond doubt. If you don't pay attention, it is easy to damage the reputation of the whole hotel. Therefore, the front desk manager should pay enough attention to this importance and understanding. For the staffing, the requirements are sufficient.

Secondly, we also require people with strong work experience and communication skills to take the position of assistant manager in the lobby seriously. Because AM directly represents the status and image of the hotel in many important VIP reception and workplaces, this status will also become the second focus.

Third, the reservation department and the switchboard need our general attention. Reservation department will play a very important role in a series of work, such as controlling rooms and accepting reservations. As the front office manager, a good reservation clerk can make his job easier.

In the actual work process, everyone needs to be different according to many different situations. In this way, in the actual work process, we can avoid the embarrassment of "grasping the eyebrows and beards". Emphasis is everywhere, not everywhere, and there is no bright spot in the whole front office work.

Strong target management, the process can be relatively loose.

Most of the front hall is directly facing the guests. Relatively speaking, the work pressure is great, especially the front desk has to deal with accounting, registration, foreign currency exchange and so on. In this case, some of our front office managers often keep a straight face and "sternly" require employees to have smiling service, personalized service and active service.

Imagine, in this environment, if the front office manager does not change the management thinking, it will often create a passive situation in the management process, leading to employees' rebellious psychology, until employees lose, and ultimately the company's loss.

Therefore, in the actual work process, employees should be given a clear sense of purpose. For example, I often give supervisors and foremen indicators, such as reducing the error rate by a few percentage points this month and striving for zero complaints from the desk team this month.

All indicators must be quantified, and we must speak with numbers, otherwise our management will not be able to convince people. In this process, as long as employees are polite and abide by hotel rules and regulations, the manager should not interfere too much. Many employees with ideas have their own new ideas, and we should encourage them, so as to push the whole work to the level of innovation.

How can a team without characteristics stand out? At best, it is not a copy of other restaurants!

Attach importance to communication and teamwork with employees.

In daily management, we must attach importance to communication with employees and understand informal organizations among employees through communication. Informal organizations play a very important role in any team. If guided well, it will play a very positive role in promoting the whole team. Otherwise, it will do great harm to the team. Then, in daily management, we must first find the "leaders" of informal organizations, master some of their ideas and guide them in time.

In the front desk management, we often encounter such a situation. When the main member of this informal group wants to leave, two or three members often leave with him. Therefore, in our management process, we should keep the goals of informal organizations consistent with those of the team, or at least not let them conflict. At the same time, we should pay attention to the development and goal identification of informal organizations.

What kind of leaders bring out what kind of soldiers. If you are a strong front desk manager, there will be no weak soldiers under you. But if the front office manager is not well managed, it will definitely lead to instability. Strong leaders have no weak soldiers, and a good front office manager must first be a good leader.