Many companies define a first line manager as a manager who has contact with the consumer. A hotel is a good example: the front office manager has contact with consumers as they check in and check out of the hotel because he/she is stationed at the reception desk. A necessary skill of a front line manager is excellent customer service and excellent people skills. A necessary but less critical skill could be familiarity with the cash register. A less demanded skill could be knowing the details of the accounting cycle or financial reports. All businesses thrive or die by the quality of customer service they give. A front line manager must display and teach good customer service skills.