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FRONT OFFICE MANAGER: Problem-Solving & Making People Happy In Hotel Management

About this video 

Imran, the Front Office Manager of Hotel Kabuki, explains why he loves his job, and how his talents for problem-solving and making people happy are a great fit for the hospitality industry.

Degree: Hospitality Administration/Management
Job Title: Front Office Manager
Employer: Hotel Kabuki

Job Summary: Lodging Managers

Job Description

Lodging managers make sure that guests on vacation or business travel have a pleasant experience, while also ensuring that an establishment is run efficiently and profitably.

On-the-Job Training

None

Additional Info

About 245 high schools in 45 states offer the Lodging Management Program created by the American Hotel and Lodging Educational Institute. This 2-year program for high school juniors and seniors teaches management principles and leads to a professional certification called the Certified Rooms Division Supervisor.

Quick Facts

Average salary
Average salary
National Statistic Change Location
Confirm
$30,000 - $90,000
Projected job growth
Projected Job Growth
0 to 10 percent
Typical schedule
Typical schedule
Full-time, Long hours
Typical workplace
Typical workplace
Indoor
Personal qualities
Personal Qualities
Leadership ability, Organizational skills, People skills, Problem solving skills, Detail oriented, Verbal communication skills

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P3.instances[0].transcript.parse_transcript_data({"transcript":"<p><span m='130'>Hi,</span> <span m='480'>I'm</span> <span m='650'>Imran.</span> <span m='890'>I'm</span> <span m='1290'>the</span> <span m='1640'>front</span> <span m='1995'>office</span> <span m='2350'>manager</span> <span m='2760'>at</span> <span m='2850'>Hotel</span> <span m='3320'>Kabuki.</span> <span m='5090'>My</span> <span m='5290'>current</span> <span m='5670'>job</span> <span m='5980'>is,</span> <span m='6320'>I</span> <span m='6706'>manage</span> <span m='7092'>the</span> <span m='7480'>day to</span> <span m='7860'>day</span> <span m='8230'>operations</span> <span m='8490'>of</span> <span m='8750'>the front</span> <span m='9040'>office,</span> <span m='9806'>the</span> <span m='10190'>bell,</span> <span m='10830'>reservations,</span> <span m='11760'>and</span> <span m='12260'>concierge.</span> <span m='13020'>I</span> <span m='13350'>did</span> <span m='13650'>study</span> <span m='14070'>for</span> <span m='14220'>this,</span> <span m='14540'>but</span> <span m='15370'>actually,</span> <span m='15980'>I</span> <span m='16260'>stopped</span> <span m='16680'>school</span> <span m='16945'>when</span> <span m='17210'>I was</span> <span m='17480'>17.</span> <span m='17825'>And</span> <span m='18170'>I went</span> <span m='18560'>back</span> <span m='18810'>when</span> <span m='18920'>I</span> <span m='19010'>was</span> <span m='19190'>28</span> <span m='19500'>to finish my degree</span> <span m='19810'>in</span> <span m='20180'>hotel</span> <span m='20600'>management.</span> </p><p><span m='22460'>It's</span> <span m='22750'>just</span> <span m='22960'>what I do.</span> <span m='23370'>What</span> <span m='23550'>motivates</span> <span m='23980'>me</span> <span m='24100'>in my</span> <span m='24290'>job</span> <span m='24840'>is</span> <span m='25170'>that I</span> <span m='25420'>love</span> <span m='25650'>guest</span> <span m='26120'>services.</span> <span m='26605'>I love</span> <span m='27090'>making</span> <span m='27470'>people</span> <span m='27750'>smile,</span> <span m='28160'>making</span> <span m='28410'>people</span> <span m='28640'>happy.</span> <span m='29140'>I</span> <span m='29240'>loved</span> <span m='29990'>tackling</span> <span m='30470'>a</span> <span m='30500'>very</span> <span m='30820'>tough</span> <span m='31110'>problem</span> <span m='31450'>with</span> <span m='31540'>a</span> <span m='31620'>guest</span> <span m='31930'>who's</span> <span m='32030'>extremely</span> <span m='32409'>angry,</span> <span m='32749'>and</span> <span m='33090'>have</span> <span m='33230'>them</span> <span m='33340'>walk</span> <span m='33670'>away</span> <span m='33800'>with a</span> <span m='33840'>smile on their</span> <span m='34230'>face.</span> <span m='34910'>And</span> <span m='35030'>I know</span> <span m='35180'>full well</span> <span m='35470'>that</span> <span m='35650'>they'll</span> <span m='35890'>return</span> <span m='36350'>again</span> <span m='36530'>to</span> <span m='36640'>my</span> <span m='36810'>hotel</span> <span m='37230'>to</span> <span m='37620'>stay.</span> </p><p><span m='38790'>What</span> <span m='39030'>I</span> <span m='39100'>wish</span> <span m='39340'>I</span> <span m='39380'>would</span> <span m='39480'>have</span> <span m='39570'>known</span> <span m='39930'>before</span> <span m='40190'>I</span> <span m='40230'>started</span> <span m='40560'>my</span> <span m='40660'>career--</span> <span m='41080'>I</span> <span m='41410'>would</span> <span m='41610'>love</span> <span m='41930'>to</span> <span m='42040'>have</span> <span m='42170'>had</span> <span m='42380'>a</span> <span m='42590'>psychology</span> <span m='43080'>degree</span> <span m='43460'>on the</span> <span m='43680'>side</span> <span m='44070'>to</span> <span m='44460'>know</span> <span m='44500'>exactly</span> <span m='45310'>who</span> <span m='45630'>people</span> <span m='46010'>are</span> <span m='46240'>and</span> <span m='46630'>what makes</span> <span m='46830'>them</span> <span m='47175'>tick.</span> <span m='47520'>But I</span> <span m='47640'>also</span> <span m='47980'>would</span> <span m='48210'>love</span> <span m='48430'>to have</span> <span m='48620'>known</span> <span m='49630'>exactly</span> <span m='50040'>what</span> <span m='50230'>true</span> <span m='50300'>service</span> <span m='50590'>is.</span> <span m='51140'>There's</span> <span m='51530'>an</span> <span m='51910'>innate</span> <span m='52290'>graciousness</span> <span m='52410'>that</span> <span m='52550'>you</span> <span m='52650'>need</span> <span m='53280'>in</span> <span m='53390'>this</span> <span m='53550'>industry,</span> <span m='54410'>and</span> <span m='54920'>I</span> <span m='55300'>wish</span> <span m='55770'>I</span> <span m='55920'>would</span> <span m='56030'>have</span> <span m='56130'>had</span> <span m='56310'>a</span> <span m='56350'>little</span> <span m='56500'>bit</span> <span m='56640'>more of a</span> <span m='56900'>time</span> <span m='57570'>to</span> <span m='57820'>talk</span> <span m='58040'>to</span> <span m='58130'>someone</span> <span m='58490'>who was</span> <span m='58700'>a</span> <span m='58750'>general</span> <span m='59000'>manager</span> <span m='59850'>before</span> <span m='60320'>me,</span> <span m='60585'>or</span> <span m='60850'>front</span> <span m='60960'>office</span> <span m='61230'>manager</span> <span m='61500'>before me,</span> <span m='61950'>to show</span> <span m='62110'>me</span> <span m='62660'>exactly</span> <span m='63050'>how I</span> <span m='63120'>can</span> <span m='63280'>bring</span> <span m='63450'>that</span> <span m='63650'>graciousness</span> <span m='63950'>out.</span> <span m='64250'>And</span> <span m='64739'>that's</span> <span m='64970'>it.</span> </p><p><span m='65750'>I</span> <span m='65890'>suggest in</span> <span m='66390'>anything</span> <span m='66670'>you</span> <span m='66990'>do--</span> <span m='67720'>enjoy</span> <span m='68120'>it.</span> <span m='68360'>Have</span> <span m='68520'>a</span> <span m='68570'>passion</span> <span m='68970'>for</span> <span m='69250'>it,</span> <span m='69340'>know</span> <span m='69570'>full-well</span> <span m='70020'>that</span> <span m='70260'>this</span> <span m='70460'>is</span> <span m='70590'>not</span> <span m='70740'>a</span> <span m='70820'>career</span> <span m='71220'>where you'll</span> <span m='71340'>make</span> <span m='71550'>money</span> <span m='71780'>from</span> <span m='71910'>the</span> <span m='72000'>beginning.</span> <span m='72820'>You'll</span> <span m='72920'>make</span> <span m='73100'>money</span> <span m='73320'>towards</span> <span m='73700'>the</span> <span m='74080'>end</span> <span m='74460'>of</span> <span m='74495'>your</span> <span m='74530'>career.</span> <span m='74565'>As</span> <span m='74600'>you</span> <span m='74700'>move</span> <span m='74880'>up</span> <span m='75030'>the</span> <span m='75120'>ladder,</span> <span m='75820'>you</span> <span m='75910'>make</span> <span m='76100'>more</span> <span m='76220'>money</span> <span m='76440'>in</span> <span m='76530'>the</span> <span m='76580'>hospitality</span> <span m='77170'>industry.</span> <span m='77630'>In the</span> <span m='78080'>beginning,</span> <span m='78550'>it's</span> <span m='78650'>just</span> <span m='78860'>a</span> <span m='78960'>lot</span> <span m='79080'>of</span> <span m='79150'>hard</span> <span m='79360'>work.</span> </p><p><span m='79620'>When</span> <span m='79720'>you're an</span> <span m='79830'>assistant</span> <span m='80240'>manager,</span> <span m='80660'>it's</span> <span m='81420'>55,</span> <span m='82010'>60</span> <span m='82330'>hours</span> <span m='82640'>a</span> <span m='82680'>week,</span> <span m='82950'>and</span> <span m='83050'>you're</span> <span m='83160'>not</span> <span m='83310'>making</span> <span m='83570'>that</span> <span m='83740'>much.</span> <span m='84020'>You</span> <span m='84130'>really</span> <span m='84350'>have</span> <span m='84580'>to</span> <span m='84660'>have</span> <span m='84900'>a passion for</span> <span m='85283'>it.</span> <span m='86050'>So</span> <span m='86200'>if</span> <span m='86310'>you</span> <span m='86940'>don't</span> <span m='87290'>want</span> <span m='87550'>to</span> <span m='87790'>make</span> <span m='87950'>people</span> <span m='88230'>happy,</span> <span m='88620'>and</span> <span m='88730'>you</span> <span m='88830'>don't</span> <span m='89190'>feel</span> <span m='89350'>like</span> <span m='89570'>serving</span> <span m='90180'>individuals,</span> <span m='90850'>and</span> <span m='90920'>you</span> <span m='91060'>don't</span> <span m='91380'>feel</span> <span m='91620'>that</span> <span m='92410'>another</span> <span m='92690'>human being</span> <span m='93000'>matters,</span> <span m='93480'>and</span> <span m='93540'>you're</span> <span m='93640'>more</span> <span m='94170'>focused</span> <span m='94660'>on</span> <span m='95040'>just</span> <span m='95260'>making</span> <span m='95580'>money and</span> <span m='95900'>pushing</span> <span m='96240'>your career</span> <span m='96510'>faster,</span> <span m='97140'>this</span> <span m='97360'>isn't</span> <span m='97500'>the</span> <span m='97640'>industry</span> <span m='97940'>for</span> <span m='98240'>you.</span> </p>","file":{"id":195486,"video_id":"2707746493001","name":"60035893","duration":99093,"thumbnail_url":null}});