Jewelry should be restricted to one ring and a necklace for ladies. Attributes of a Front Office Staff Pleasant Personality Personal Hygiene Physical Fitness Honesty Salesmanship Diplomacy Good Memory Good Communication Calmness Courteousness Loyalty Punctuality 3. When looking for the ideal employees to add to your existing workforce, remember that though knowledge is an asset, it can be taught. Attributes or qualities or characteristics of an employee in Front Office. The first employees who come into contact with most Guests are the front office staff. Standard Operating Procedure (SOP) Front Office Front office of a Hotel is the most important place. Must Have Qualities of Hotel Front Office Staffs. A good front desk performer should be able to ask questions and probe how the hotel can deliver a … In all difficult situations or while dealing with a difficult guest—you have to be tolerate, calm, cool and patient. Front Office Duties and Responsibilities Greet clients and set a positive office atmosphere Answer the phone, take messages, and redirect calls to appropriate offices. In this article we shall take a look at the qualities of a receptionist. So, while handling some unusual problems or situation and unusual guest request—you must be very wise and intelligent in making a quick decision. If you continue browsing the site, you agree to the use of cookies on this website. Required fields are marked *. 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. And thus you can make a superior service to your guest and earn the name and fame for yourself and your hotel. Help the guest with all kinds of city information including travel and air support. Punctuality: It is a hallmark of good front office staff. 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. 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. 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. The guests always expect personalized, priority treatment and pressure of demand never ceases. It helps in communicating with guests who cannot speak English or the local language. Would you like to send us more receptionist etiquete more polite and excellence service to our guest. The duties of the front office staff vary from office to office. If he/she can remember the names and faces of the guests that will promote his/her salesmanship. You could buy our housekeeping sop collection. Briefly explain any six qualities of front office staff? This is very becoming to front office operations. With respect to a person’s basic character, things are not so easy. If you do not know the skills of your current staff and the skills that potential staff will need, you cannot assemble a staff that will meet your needs or make effective use of their skills. fax, printer etc.) 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. Qualities of Front Office Personnel. thanks a lot and how can I get the access. Do not make unnecessary excuses Do not argue Wait for the guest to complete the conversation. 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. 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. If you asked 100 managers what the qualities of a good employee are, and put all the responses in a list, not only would you get a list of 1000 qualities, but you would also notice that many of them are contradictory. During working hour there is no option to seat and no seating arrangements are available for the hotel staffs as per hotel rule. We have sent you a detail email. If you know your job and if you are honest, you will have confidence in doing everything in your job. Email us if you need more assistance. This is the reason why training is needed before the staffs start to work, although some might only be simple tasks. Avoid being defensive, irritated and angry. 3 26. please advise us how to purchase the training material. Being a part of the service industry, the front office staff needs to have the following qualities and competencies. When the office work is delegated, the office manager looks for the result. Wiki User Answered . The receptionist represents the public face of a business. 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. At the time of guest departure, the front office staff thanks the guest for giving an opportunity to serve and arrange for handling luggage. Well groomed front office staff represents qualities of hygiene, professionalism, management style, reliability etc. Having someone who can juggle a handful of tasks, while remaining calm, is the ideal person for your clinic. As hotel is a meeting place of social elites all the grace and etiquette associated with good society comes into play. Join now. In this case if necessary coordinate with other departments to meet guest’s requirements. 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. 28. The front office staff should have the excellent intra-communication skills to provide best possible reference point for the guests. Organize and maintain files and records; update when necessary The front office staff should not look like they are out of control and ready to melt down. Thanks for showing interest on our training manuals. The ability to engage with guests and have meaningful conversations is very important to the success of any hotel professional. The front office staff should thus have a high degree of tolerance for pressure of work and be calm and composed at all times. Soft cologne is preferable to heavy perfumes. In addition, if the guest requires airport or other drop service, the front office bell desk fulfils it. 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. Diplomacy is the greatest attribute required. Sometimes the image of the hotel depends on upon his/her personal qualities. So, the employees of this department should have some quality in their personality, character and also in physical condition. You then probably hired employees, and then a couple more until your business grew into a big one. The guest begins to feel he/she is welcome to people recognize him/her by name. Answer. Briefly explain any six advantages of computer? A front office manager should begin by preparing job analyses and descriptions of each position in a department. As Armbands or metallic neckwears should be avoided. They are the job. Explain all the amenities and facilities to the guests and try to motivate them to use all the facilities of the hotel. If you don’t know your way around the Microsoft Office suite of software programs, you’re going to have difficulty landing a front desk job. Guest, who wants information or wants to pass information, uses front office staff for these purposes. Punctuality: It is a hallmark of good front office staff. 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 Write any six features of a hotel lobby? Position Title: Front office Supervisor. Computer literacy. If the front office staff can call most guests by their names, this immediately flatters them and personalizes the guest experience. Front office personnel are the staffs of the hotel who directly deals with guests. Verbal Communication Skills: Communication is a critical soft skill for an office assistant. Briefly explain any six advantages of computer? I know, I’ve had my share of working desk shifts (I remember doing three shifts in a row – not fun!). 3. She is often the first person a customer sees or the first voice he hears over the phone. Asked by Wiki User. By Rupesh Patel Working the front of house at a hotel is a tough job. As an employer, you have to recognize the qualities of your good employees as they are an asset to any organization. Give numbers of Online practice exams of Front Office and measure your performance daily to crack any Competitive Examination for the jobs and interviews in Government Sector,PSUs and Private Sector Therefore, front desk workers have to be extremely welcoming. If the visitor has an appointment with someone working at the company, the office secretary will check the visitor in and announce his arrival to the appropriate staff member.Because the office secretary is often the first impression people have of the company, she must maintain a professional appearance and demeanor at all times. Guests often approach the front desk with problems and requests. You also want to hire those with the best attributes, people who have the potential to become good employees in the future, even to become the company talents. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. After all, sales associates are the front-line representatives of a store. As we know that the guest is always right. 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 … Staff verified the guest's name and used it a minimum of two to three times during the interaction with the guest. They also interact with clients, customers and staff. Strong memory: Front office staff should have … Identify the responsibilities and objectives of each and then consider the personal qualities, skills, and experience needed to perform those duties. how get the training materials of housekeeping department for all designation. Guests will need to see front desk staff cleaning the reception desk area between each interaction, as well as sanitizing their hands and wearing a mask. Written and e-mail correspondence are also part of her job. 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Personal work ing in front office departments needs very special qualities. These guests should be comfortable and feel at ease in dealing with these people. Thus guest will feel free and comfortable if he/she finds the staff with a nice smile. 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. Honesty: “Honesty is the best policy” – this proverb deserves to be remembered during the whole service life. 3 SECTION-B Long / Essay Type Questions (5 marks) – 3 x 5 = 15 27. […], In hotels we find variety of rooms; brief outlines of each of those are as follows –, The front office in a hotel is a department responsible for the sale of hotel rooms through systematic method of reservation followed by registration and assigning rooms to the guests. To maintain a good guest relation you have to achieve effective communication skill and for that you have to overcome the language barrier. It is preferable that front office staff know more than 1 language. 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. Personal Hygiene: Maintaining personal hygiene is also the prime duty of front office staffs as they have to directly contact with guests. At SnackNation, we are huge advocates of talented office managers. Equip themselves with basic etiquettes and mannerism. Thank u but how can I access more about front office. Considering from this point of view, the hotelier should be attentive while appointing a person in this department, front office staff should try to achieve the following things in their personality. 1. 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. No need to put the whole emphasis on personality but do give it a heavy weight when picking the best from the pack. They work in various sector of the economy including: retail businesses, hotels, healthcare organizations, insurance companies, pharmaceuticals, manufacturing, automobile companies, etc. We have to train our desk staff to be extremely resourceful, to think on their feet and think of creative solutions to different situations. ...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. Sometimes, the hustle and bustle of the day prevent medical office staff from performing their most important job—delivering excellent customer service. Join now. Discretion. This site uses Akismet to reduce spam. Wishing guests as per time of the day and using magic words to satisfy them are important traits of hotel staff. Check-list to be completed by each FOA on a daily basis and submitt to the duty manger Time Task Done 07:00 – 09:00 Attend FO Morning Briefing and take handover from night shift team. You may send me the information as well to our company email. Communication is important and takes up a large part of the receptionist's day. 4. This is a simple video, meant for the freshers of IHM course, 1st semester. This is necessary as front office personnel meet guests of different countries, statuses and cultures. The front office staff members are required to − Understand their respective roles and responsibilities in the hotel and front office as an operation. The front desk employee should be punctual in reporting for their shifts, as well as in the discharge of their duties and responsibilities. A mild/soft perfume or body spray may be used but not too much to avoid sweaty odor. Time. Front office staff should have ability to remember names and faces. Smiling Face: Front office staff should maintain cheerful attitude and smiling face while dealing with guests. Save my name, email, and website in this browser for the next time I comment. Front office staffs must be found at their best with a smiling countenance. Pay importance to guest’s complaints and try to solve them as soon as possible. In this level of environment good manners, courtesy and politeness must be maintained in service. The staff must be sturdy, agile and active. Ensure cleanliness of the Lobby and Lounge, Inform housekeeping department in case any cleaning or dusting required.. A great front desk agent should be smiling 100% of the time. It is better to know more than one or two languages. 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. Top Answer. Sample daily Task and check-list for Front Office Assistant / GSA during Morning Shift. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. Proven experience as front desk representative, agent or relevant position; Familiarity with office machines (e.g. Please respond there. Log in. Consider this: The office manager is one of the few people (other than perhaps the CEO or senior HR staff) who interacts with employees at every level and within every department virtually every day. Pleasant personality= Personal Grooming: He/she must be neat and clean, both, physically and in dress (clothes). Front Office Staff - Live Answering Service. In general, they greet visitors and clients, answer the phones, provide some security and do computer work and paperwork as requested. Make right decision and be ready for taking instant decision because sometimes these are required to operate functional activities. ; Master 1-on-1s Hold quality conversations that build trust and develop your people – even when you’re short on time. Platform. Your email address will not be published. Therefore, physical fitness is a must for every hotel staff especially for front office staffs while standing on duty time. A great front-desk agent should be smiling 100 percent of the time. Smiling Face: Front office staff should maintain cheerful attitude and smiling face while dealing with guests. Percent of the band ” are basic etiquettes shown various food plans which the hotel and are... 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