Why the Front Office Manager is Very Close to the GM
• First & Last Impression: Front office shapes guest arrival and departure experience, directly reflecting on the GM.
• Guest Satisfaction: Handles complaints, VIPs, and service recovery on behalf of the GM.
• Operational Pulse: Provides GM with real-time updates on occupancy, bookings, and cancellations.
• Revenue Driver: Manages upselling, room inventory, and rate optimization — impacting hotel profitability.
• Crisis Handling: Acts as GM’s first line of defense in overbooking, guest disputes, or emergencies.
• Cross-Department Link: Coordinates with housekeeping, F&B, engineering, sales — ensuring smooth operations.
• GM’s Eyes & Ears: Reports guest feedback, staff performance, and daily challenges to GM.
• Strategic Support: Helps translate GM’s vision into daily guest service delivery.
• Brand Image: Protects and promotes the hotel’s reputation in every guest interaction.
• Trust Factor: GM depends on the FOM for confidential matters, VIP protocols, and sensitive guest handling.
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👉 Short version you can say in an interview:
“The Front Office Manager is very close to the GM because the front office is the heart of guest experience, revenue, and hotel reputation. The GM relies on the FOM for real-time updates, guest satisfaction, crisis handling, and ensuring smooth coordination across departments.”