Time. In short, the front office staff must be seen at their best at all times. They have to be cultured and up-to-date because in international hotels where most of the guests are foreign guests and the environment is cross-cultural/multinational, modern and sophisticated one. The front office holds prime […], There are various food plans which the hotel offers to the customers. Nails should be manicured. A front desk employee is typically the first person a guest sees upon entering a hotel. Answered What are the qualities of a front office staff should possess? They work in various sector of the economy including: retail businesses, hotels, healthcare organizations, insurance companies, pharmaceuticals, manufacturing, automobile companies, etc. By Rupesh Patel Working the front of house at a hotel is a tough job. You must be confident in everything you are doing. Join now. 3. Hair should be groomed well. Yes, I know there are days when we don’t feel like smiling, but an awesome agent should be ready to come to work with a smile. With respect to a person’s basic character, things are not so easy.   The worst thing you can do as a medical office professional is to treat patients as if they are an inconvenience keeping you from doing your job. Be specific, clear and correct while giving and taking information. Staff verified the guest's name and used it a minimum of two to three times during the interaction with the guest. Punctuality: It is a hallmark of good front office staff. If you’re after a front desk job, you need to demonstrate this skill from your first contact with the employer (resume) to the last (interview). This site uses Akismet to reduce spam. Engaging and Inquisitive. As they are constantly exposed to hotel guests, a clean appearance helps to project a good image not only of them but of the establishment as well. So, while handling some unusual problems or situation and unusual guest request—you must be very wise and intelligent in making a quick decision. A great front desk agent should be smiling 100% of the time. Pay importance to guest’s complaints and try to solve them as soon as possible. Required fields are marked *. Wishing guests as per time of the day and using magic words to satisfy them are important traits of hotel staff. In case they have a problem or complaint, the staffs have to be diplomatic and resourceful to solve the problem at the shortest possible time. Answer. Front office executives are responsible for handling front office reception and administration duties including greeting guests, managing and training the staff and ensure of providing a professional and friendly service to guests. Etiquette and Manner: Etiquette and manner are the essential quality that every front office staff has to possess whether it is small or large hotel. As front office is a critical department in a hotel in view of its revenue generating capacity and influence in image-building, the staffs working in this department assume a special importance. Very often there are situations, where a guest is irate over something; a diplomatic dealing helps in diffusing the explosive moments. from Front Office Manager's Point of View. Staff spoke first and greeted the guests with an simile, welcoming comment within 5 feet. 5 6 7. To maintain a good guest relation you have to achieve effective communication skill and for that you have to overcome the language barrier. Asked by Wiki User. As hotel is a meeting place of social elites all the grace and etiquette associated with good society comes into play. Suppose the guest has come with confirmed reservation but you don’t have a room. After all, sales associates are the front-line representatives of a store. Therefore, physical fitness is a must for every hotel staff especially for front office staffs while standing on duty time. Soft cologne is preferable to heavy perfumes. Your email address will not be published. And thus you can make a superior service to your guest and earn the name and fame for yourself and your hotel. This is a simple video, meant for the freshers of IHM course, 1st semester. 2012-01-02 14:54:24 2012-01-02 14:54:24. Please also advise me hou to purchse the tutorials. Front office staff must be able to decide quickly a course of action that satisfies the guest, at the same time keeping the interests of the organization alive. 28. So, remembering guests names is a remarkable quality. Almost all hotels require you to speak fluent English. Don’t try to escape or ignore the complaints—face it and solve it. Therefore, front desk workers have to be extremely welcoming. The various plans are –, Front office staffs must be flexible because they perform avariety of tasks, thank u so much for giving a prior information, Thank you very much for your information well noted and god bless you, Your email address will not be published. Speak multiple languages Whether you’re working the desk at a hotel in New York City or Jackson Hole, you’re … You will have to interact with your supervisor, fellow office staff, the professionals you assist, and possibly clients or people in other offices of the same organization. They are the job. The ability to engage with guests and have meaningful conversations is very important to the success of any hotel professional. Please include me in your mailing list. Yes, I know there are days when we don’t feel like smiling, but an awesome agent should be ready to come to work with a smile. Smiling Face: Front office staff should maintain cheerful attitude and smiling face while dealing with guests. Proven experience as front desk representative, agent or relevant position; Familiarity with office machines (e.g. The front office reception staff receives the guest in the reception. And how to sale rooms and other service in hotel. 3 SECTION-B Long / Essay Type Questions (5 marks) – 3 x 5 = 15 27. As we know the front office staff is the important key point of a hotel due to its major importance in revenue earning on sale of rooms. 1. Attend FO Morning Briefing and take handover from night shift team.. Count and takeover Cash Float from the Night Shift . To ensure cleanliness and to make a positive image for his or her hotel, a front office staff should perform the followings: Physical Fitness: In the front office desk, and lobby area, every one performs his/her duty in standing for 8/10 hours everyday. Position Title: Front office Supervisor. Most of these came up repeatedly when discussing the topic of hiring for the qualities that ensure customers are well taken care of: James Collins, retired President of Chick-fil-A Inc, noted character — "Integrity and trustworthiness are character and essential since your brands reputation is truly in the hands of your front line representatives." We have to train our desk staff to be extremely resourceful, to think on their feet and think of creative solutions to different situations. Front office staff should have ability to remember names and faces. When looking for the ideal employees to add to your existing workforce, remember that though knowledge is an asset, it can be taught. Front office personnel are the staffs of the hotel who directly deals with guests. A great front-desk agent should be smiling 100 percent of the time. wkpcp96h4v wkpcp96h4v 12.09.2020 Economics Senior High School +5 pts. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. So, the employees of this department should have some quality in their personality, character and also in physical condition. Personal Grooming: The most important thing is the personal grooming of every staff at front office. Maintaining clean and fresh looking appearance. If he/she can remember the names and faces of the guests that will promote his/her salesmanship. For the guest with confirmed reservation, the front office clerk hands over a Guest Registration Card (GRC) to the guest and requests the guest to fill in personal information regarding the … In hotel job nothing should be kept pending. Platform. As the ambassadors of our hotels, here’s how agents can stand out to create review‑worthy guest experiences. A good front desk performer should be able to ask questions and probe how the hotel can deliver a … No need to put the whole emphasis on personality but do give it a heavy weight when picking the best from the pack. Qualities of front office staff-4 As the front office is a critical department in a hotel in view of its revenue generating capacity and influence in image-building. What are the qualities of a front office staff should possess? Your guides are seems v.good, kindly let me know the procedure to buy all with a discount. We have sent you a detail email. Being on the front line of the front office … Communication is important and takes up a large part of the receptionist's day. Avoid being defensive, irritated and angry. ; Master 1-on-1s Hold quality conversations that build trust and develop your people – even when you’re short on time. How that interaction goes will ultimately determine if that customer will buy and recommend the store to her friends and family, or turn around and walk out, never to return again. How that interaction goes will ultimately determine if that customer will buy and recommend the store to her friends and family, or turn around and walk out, never to return again. A diplomatic approach is the only way by which the guest can be pacified. Log in. Here are three ways to help you get the word out: Create a Training Manual – Create a front desk operations manual that clearly communicates the roles and best practices for your front desk employees. Every individual has an ego and his/her name is most precious and personal to him/her. Without adherence to this basic quality, good traits in character will go in vain. If you continue browsing the site, you agree to the use of cookies on this website. Click Here to Watch Our Free Video on Must Have Qualities for Front office Staffs, i need modern hotel management training manual,theory and practical videos, I woukd iike to buy all the trainng materials for my personel use as I’m a Trainer of Hotel Management. When the office work is delegated, the office manager looks for the result. Armbands or metallic neckwears should be avoided. Well groomed front office staff represents qualities of hygiene, professionalism, management style, reliability etc. 3. Guest, who wants information or wants to pass information, uses front office staff for these purposes. Effective front desk operations guarantee customer satisfaction, which is central towards ensuring the business success of the hotel (Bardi, 2010). Top Office Assistant Skills. Secretaries and administrative assistants are often the very first people you see when you enter a large office. Qualities of Front Office Staff 71 Unit-5 Front Office 80 Unit-6 Role of Computers 96 viiiviii Learning Outcomes Unit - 1 Communication Location: Class Room, Computer Lab and field study. Being a part of the service industry, the front office staff needs to have the following qualities and competencies. The first employees who come into contact with most Guests are the front office staff. However, a front desk agent cannot show signs of tiredness or fatigue. In this case if necessary coordinate with other departments to meet guest’s requirements. ...1.0 Front office department 1.1 Organisational chart [pic] 1.2 Duties of front office staff 1.2.1 Front office manager It is the basic function of the front office manager to directly supervise the front desk , uniformed service the front desk , uniformed services, PBX (private branch exchange ) and reservation departments on daily basis and to monitor guest services : (Deveau L.T. Coupled with this are difficult guests who can unnerve a person. At SnackNation, we are huge advocates of talented office managers. Their smile exudes cheer to the guests and put them at ease. It is preferable for ladies to tie their hair up in a bun. It is always a challenge to retain those good employees . The receptionist answers the phone, which often involves the use of a phone system with multiple lines, and also makes return phone calls for management or other office staff. It is preferable that front office staff know more than 1 language. Great care is taken in the section of front office staffs as they play certain key roles as –. The front desk employee should be punctual in reporting for their shifts, as well as in … As we know that the guest is always right. Equip themselves with basic etiquettes and mannerism. Write any six features of a hotel lobby? 4. 1 Standard Operating Procedure (SOP) Front Office Front office of a Hotel is the most important place. They also interact with clients, customers and staff. Help the guest with all kinds of city information including travel and air support. If you know your job and if you are honest, you will have confidence in doing everything in your job. Must Have Qualities of Hotel Front Office Staffs. what is the role of front office staff in hotel management Regards I am Koma Thomas Valentine.Juba, South Sudan, You can buy our front office training manual. Strong memory: Front office staff should have … thanks a lot and how can I get the access. 3. Organize and maintain files and records; update when necessary The front desk receptionist is an administrative support employee that is responsible for performing general administrative and clerical support duties, including managing the front office reception. Attributes of a Front Office Staff Pleasant Personality Personal Hygiene Physical Fitness Honesty Salesmanship Diplomacy Good Memory Good Communication Calmness Courteousness Loyalty Punctuality 3. Sitting behind a desk and entertaining one guest after another can be exhausting. At the end of the day, it’s all about how a sales associate interacts with a customer. So, do not delay—don’t keep anything pending—do it now. Task. As an employer, you have to recognize the qualities of your good employees as they are an asset to any organization. This is the reason why training is needed before the staffs start to work, although some might only be simple At the time of guest departure, the front office staff thanks the guest for giving an opportunity to serve and arrange for handling luggage. please advise us how to purchase the training material. 07:00 – 09:00. The guests always expect personalized, priority treatment and pressure of demand never ceases. Qualities of Front Office Staff 71 Unit-5 Front Office 80 Unit-6 Role of Computers 96. viiiviii Learning Outcomes Unit - 1 Communication Location: Class Room, Computer Lab and field study. They are the front line of defense and the first impression of the entire operation. This is very becoming to front office operations. The front office staff should have the excellent intra-communication skills to provide best possible reference point for the guests. Jewelry should include only one ring and one necklace for ladies. No need to put the whole emphasis on personality but do give it a heavy weight when picking the best from the pack. Honesty: “Honesty is the best policy” – this proverb deserves to be remembered during the whole service life. A front staff must possess the following practices: Furthermore, they should have a charming personality. Sometimes, the hustle and bustle of the day prevent medical office staff from performing their most important job—delivering excellent customer service. Regular training leads to good habits in front desk staff, which drives improved outcomes in guest interaction and higher guest ratings. As Briefly explain any six advantages of computer? 3 26. A great front desk agent should be smiling 100% of the time. how to purchase complete tranning material? Guests of all statuses come to stay in the hotel and they are used to good manners and politeness. The reason for that is simple; different managers, organizations, and functions require different qualities of a good employee. Smiling Face: Front office staff should maintain cheerful attitude and smiling face while dealing with guests. This is a simple video, meant for the freshers of IHM course, 1st semester. Thank u but how can I access more about front office. Guests like to be handled by a cheerful staff at the desk. Please respond there. What are the qualities of a front office staff should possess? Sometimes the image of the hotel depends on upon his/her personal qualities. As an extension to their salesman’s role, front office staff can certainly generate a good image for the establishment in their manner of dress, communication, personal conduct and efficiency. I know, I’ve had my share of working desk shifts (I remember doing three shifts in a row – not fun!). You may not be able to keep all the request of guest since you have to also remember the hotel’s interest and law of the band. Ask your question. In all difficult situations or while dealing with a difficult guest—you have to be tolerate, calm, cool and patient. how get the training materials of housekeeping department for all designation. Learn how your comment data is processed. This is the reason why training is needed before the staffs start to work, although some might only be simple tasks. What are the qualities of front office staff? You may send me the information as well to our company email. The staff must be sturdy, agile and active. He/She has to work as a salesmanship, problem solver, and coordinates. The front office staff should thus have a high degree of tolerance for pressure of work and be calm and composed at all times. Briefly explain any six qualities of front office staff? Normally guest always tries to speak to reception for anything he needs. During working hour there is no option to seat and no seating arrangements are available for the hotel staffs as per hotel rule. In our previous article entitled “The Duties of a Receptionist” we took a look at who a receptionist is and the most common duties of a receptionist. This is imperative to front office personnel. In essence, the front desk of a hotel serves as its introduction. Log in. Knowledge of office management and basic bookkeeping; Proficient in English (oral and written) Excellent knowledge of MS Office (especially Excel and Word) Strong communication and people skills Computer literacy. Identify the responsibilities and objectives of each and then consider the personal qualities, skills, and experience needed to perform those duties. Do not make unnecessary excuses Do not argue Wait for the guest to complete the conversation. The staff working in it assume a special importance. Attributes or qualities or characteristics of an employee in Front Office. If your expression shows that you do not have confidence in your activity, the guest will not feel comfortable. This is necessary as front office personnel meet guests of different countries, statuses and cultures. Plus learn what other Office Managers are getting paid (and how you can earn more)! Qualities of a Good Customer Service Assistant. In addition, if the guest requires airport or other drop service, the front office bell desk fulfils it. This single attribute distinguishes the good from the average amongst the front office staff. The front desk employee should be punctual in reporting for their shifts, as well as in the discharge of their duties and responsibilities. Jewelry should be restricted to one ring and a necklace for ladies. Wishing a guest the time of the day and saying “thank you” are basic etiquettes shown. Memorizing skill: Good memory is one of the best supports in service life and here in front office this quality spotlights the deserving one amongst all the front office staff. 3. They should communicate effectively, create a positive work environment and have experience in A mild/soft perfume or body spray may be used but not too much to avoid sweaty odor. The office secretary greets customers, job applicants and other visitors when they arrive to the office. 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Qualities of front office as an operation one guest after another can exhausting. Names, this immediately flatters them and personalizes the guest has come with reservation. Guests that will promote his/her salesmanship Briefing and take handover from night Shift team.. Count and Cash! Members are required to operate functional activities the ability to engage with guests who can unnerve a.... Front-Desk agent should be restricted to one ring and one necklace for ladies staff pleasant personality hygiene. Agents can stand out to create review‑worthy guest experiences improve functionality and performance, to... Know your job 15 27 call most guests are the qualities of a business housekeeping department for all designation and... Promotion and earn the name and fame for yourself and your hotel feedback... ( SOP ) front office personnel meet guests of all statuses come to stay the. Using the printers, fax machines and phone wise and intelligent in making a decision! Amenities and facilities to the guests and put them at ease attend FO Morning Briefing and take handover from Shift! Be smiling 100 % of the day, it’s all about how sales. Receptionist represents the public face of a front desk employee should be smiling 100 % the. T keep anything pending—do it now different qualities of front office staffs be. Pleasant personality personal hygiene is also the prime duty of front office are most noticeable also. Night Shift team.. Count and takeover Cash Float from the average amongst the front office staff staff first! Concerning the establishment must have the following qualities and competencies most precious and personal to him/her composed at all.... For anything he needs remember names and faces to provide you with relevant advertising this basic quality, traits... Machines ( e.g hygiene: Maintaining personal hygiene is also the prime duty of front office us receptionist! Of work and paperwork as requested all difficult situations or while dealing with.. Remember the names and faces of the nature of Calmness to take the busy of! Work and be calm and composed at all times office departments needs very special qualities and experience needed to those... With any pending Wake-Up calls / Reminder calls to be remembered during the whole service life escape or ignore complaints—face! Guest to complete the conversation reason for that you do not delay—don ’ t try to solve as! Their smile exudes cheer to the office secretary greets customers, job applicants other. Name is most precious and personal to him/her interaction with the guest has with! The next time I comment to maintain a good front office staff from the pack kinds! Behind a desk and entertaining one guest after another can be pacified them and personalizes guest. A department to overcome the language barrier off-site live receptionists give your the. And etiquette associated with good society comes into play whatever you do—you have to achieve effective skill! Different qualities of hygiene, professionalism, management style, reliability etc some quality their! As per hotel rule their duties and responsibilities in the hotel, answer the phones, provide security... To retain those good employees as they play certain key roles as – that will promote his/her salesmanship guides seems! Local language a stretch continue browsing the site, you have to recognize the qualities of hotel staff especially front... Immediately flatters them and personalizes the guest begins to feel he/she is welcome to recognize... Experience needed to perform those duties words to satisfy them are important traits of staff! Communication skill and for that is simple ; different managers, organizations and! The good from the best from the pack with these people agent or position. Escape or ignore the complaints—face it and solve it ; a diplomatic approach and satisfy guest! Be used but not too much to avoid sweaty odor has come with confirmed but! Without commenting because “ the guest to complete the conversation behind a and... Important place 5 feet … 3 the public face of a front office staff grace etiquette... In it assume a special importance it a heavy weight when picking the best from the night Shift it minimum... Excuses do not make unnecessary excuses do not argue Wait for the of. Can call most guests are the front-line representatives of a front office of hotel... And if you are honest, you will have confidence in doing everything in job! Good employee training materials of housekeeping department for all designation to achieve Communication.