This is what the job of front office manager looks like

From creating unforgettable first impressions to coordinating a flawless guest experience, the front office manager is the beating heart of any hotel. Julia Van Doninck tells how her role makes a difference for guests at Bruges-based Boutique Hotel Sablon.

After her studies, Julia Van Doninck went to work as a receptionist in a hotel in Bruges. Three years later, she wanted more and there were no growth opportunities. When she saw that Boutique Hotel Sablon was looking for a front-office assistant, she did not hesitate. She started in April 2019 and quickly grew to front office manager. Julia has a wide range of tasks: "Big hotels have many functions: sales, operations, food&beverage, ... We have a small team, so I do everything together with hotel manager Sue Neervoort. Besides the reception, I coordinate reservations, take care of the staff and follow up on orders and purchases. I have a versatile job with a lot of responsibility."

With a personal welcome, attention to detail and a warm atmosphere, Julia gives guests a unique experience. "The welcome does not take place at a counter. Guests enter the living room, where one of the hosts or hostesses checks them in with an iPad." Often famous people come to stay at the hotel. Julia recalls a film crew that had filming in Damme. "We got to know the actors personally and afterwards went to see the film with our team. Every year we also welcome artists from the Cactus Festival." Julia does everything to make guests feel comfortable. "One person I won't forget is an Australian man who suffered a brain haemorrhage during his stay. He was in hospital for two months and all that time his wife stayed with us. She was so grateful for all the help. That motivates me to work every day to provide a top guest experience."