Well groomed front office staff represents qualities of hygiene, professionalism, management style, reliability etc. Help the guest with all kinds of city information including travel and air support. By Rupesh Patel Working the front of house at a hotel is a tough job. Guests of all statuses come to stay in the hotel and they are used to good manners and politeness. Especially the star level hotels are the meeting place of the elite of the society. Communication is important and takes up a large part of the receptionist's day. 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. A diplomatic approach is the only way by which the guest can be pacified. Attend FO Morning Briefing and take handover from night shift team.. Count and takeover Cash Float from the Night Shift . In big hotels you may often meet a difficult guest or difficult situation and in this case a diplomatic and clever dealing will help you to avoid the explosive situation. Time. The front office staff should not look like they are out of control and ready to melt down. When looking for the ideal employees to add to your existing workforce, remember that though knowledge is an asset, it can be taught. 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. The front office staff should have the excellent intra-communication skills to provide best possible reference point for the guests. 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. thanks a lot and how can I get the access. If you continue browsing the site, you agree to the use of cookies on this website. Please include me in your mailing list. 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. To maintain a good guest relation you have to achieve effective communication skill and for that you have to overcome the language barrier. However, a front desk agent cannot show signs of tiredness or fatigue. 1) He should be a good salesmen. They also interact with clients, customers and staff. 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. Front Office Staff in a Hotel organization will include Individuals who handle various responsibilities directly involved with Guests Include: and will … Attributes or qualities or characteristics of an employee in Front Office. Honesty: “Honesty is the best policy” – this proverb deserves to be remembered during the whole service life. Join now. Regular training leads to good habits in front desk staff, which drives improved outcomes in guest interaction and higher guest ratings. please advise us how to purchase the training material. Save my name, email, and website in this browser for the next time I comment. Thus you can help in sales promotion and earn more revenue for your hotel. In hotel job nothing should be kept pending. Strong memory: Front office staff should have … Without adherence to this basic quality, good traits in character will go in vain. 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. Avoid being defensive, irritated and angry. Wishing guests as per time of the day and using magic words to satisfy them are important traits of hotel staff. Thus guest will feel free and comfortable if he/she finds the staff with a nice smile. 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. So, do not delay—don’t keep anything pending—do it now. This is imperative to front office personnel. Armbands or metallic neckwears should be avoided. They are the front line of defense and the first impression of the entire operation. Ask your question. Guests often approach the front desk with problems and requests. Front Office - Staff Qualities and Competencies. 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. Email us if you need more assistance. Be specific, clear and correct while giving and taking information. In general, they greet visitors and clients, answer the phones, provide some security and do computer work and paperwork as requested. Since they are reference point, the front office staffs are required to coordinate with other departments, airlines, travel agencies and city tour officers to give the guests personalized services. Sample daily Task and check-list for Front Office Assistant / GSA during Morning Shift. Computer literacy. Thanks for showing interest on our training manuals. 3. At the end of the day, it’s all about how a sales associate interacts with a customer. Written and e-mail correspondence are also part of her job. We have sent you a detail email. 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. Standard Operating Procedure (SOP) Front Office Front office of a Hotel is the most important place. This is the reason why training is needed before the staffs start to work, although some might only be simple tasks. The front office staff should thus have a high degree of tolerance for pressure of work and be calm and composed at all times. Great care is taken in the selection of Front Office staff as they play a key role as; • Salesmen- They motivate the Guest to spend more on the various Hotel facilities • Problem Solver – Guest invariably approach the Front office for help in case they have a problem or complaint. Don’t try to escape or ignore the complaints—face it and solve it. Well groomed front office staff represents qualities of hygiene, professionalism, management style, reliability etc. Organize and maintain files and records; update when necessary You may send me the information as well to our company email. Attributes or qualities or characteristics of an employee in Front Office. This single attribute distinguishes the good from the average amongst the front office staff. Therefore, physical fitness is a must for every hotel staff especially for front office staffs while standing on duty time. If the front office staff can call most guests by their names, this immediately flatters them and personalizes the guest experience. How to use Naukri.com effectively for job search and applications. Thus guest will feel free and comfortable if he/she finds the staff with a … The front desk employee should be punctual in reporting for their shifts, as well as in … 28. The front office staff should thus have a high degree of tolerance for pressure of work and be calm and composed at all times. In addition, if the guest requires airport or other drop service, the front office bell desk fulfils it. 3. Sometimes, the hustle and bustle of the day prevent medical office staff from performing their most important job—delivering excellent customer service. Members of the front office are most noticeable and also ashamed well confessant/knowledgeable about the hotel. The staff working in it assume a special importance. A front desk employee is typically the first person a guest sees upon entering a hotel. 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. This is necessary as front office personnel meet guests of different countries, statuses and cultures. Qualities of Hotel Front Office Staff Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. What are the qualities of a front office staff should possess? Would you like to send us more receptionist etiquete more polite and excellence service to our guest. Ask your question. Suppose the guest has come with confirmed reservation but you don’t have a room. 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. Never get the habit of procrastination in your job. Discretion. Front Office Staff Professional Virtual Phone Answering Services. Must Have Qualities of Hotel Front Office Staffs. Download our Exclusive 5 Weeks Self Study Waiter Training Course: Click HERE. Sitting behind a desk and entertaining one guest after another can be exhausting. Coupled with this are difficult guests who can unnerve a person. 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. Position Title: Front office Supervisor. You must be confident in everything you are doing. They should communicate effectively, create a positive work environment and have experience in But the staff should never have a plastic smile. 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." Personal work ing in front office departments needs very special qualities. Do not make unnecessary excuses Do not argue Wait for the guest to complete the conversation. Having someone who can juggle a handful of tasks, while remaining calm, is the ideal person for your clinic. how to purchase complete tranning material? Qualities of Front Office Personnel A front office manager should begin by preparing job analyses and descriptions of each position in a department. Qualities of a Good Customer Service Assistant. Guests like to be handled by a cheerful staff at the desk. When the office work is delegated, the office manager looks for the result. fax, printer etc.) Personal Grooming: The most important thing is the personal grooming of every staff at front office. A good front desk performer should be able to ask questions and probe how the hotel can deliver a … Hair should be well cut and well groomed. Answered What are the qualities of a front office staff should possess? Yes, I know that there are days when we don’t feel like smiling, but an awesome front … You then probably hired employees, and then a couple more until your business grew into a big one. Plus learn what other Office Managers are getting paid (and how you can earn more)! Smiling Face: Front office staff should maintain cheerful attitude and smiling face while dealing with guests. Attributes of a Front Office Staff Pleasant Personality Personal Hygiene Physical Fitness Honesty Salesmanship Diplomacy Good Memory Good Communication Calmness Courteousness Loyalty Punctuality 3. Explain all the amenities and facilities to the guests and try to motivate them to use all the facilities of the hotel. 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. The staff must be sturdy, agile and active. As a hotel staff, all you are required to do are: Now, if you can achieve all the above essential aspects in your profession then you are the best team in front office of a hotel. Soft cologne is preferable to heavy perfumes. Briefly explain any six qualities of front office staff? With respect to a person’s basic character, things are not so easy. The guest begins to feel he/she is welcome to people recognize him/her by name. So, while handling some unusual problems or situation and unusual guest request—you must be very wise and intelligent in making a quick decision. Briefly explain any six advantages of computer? Top Office Assistant Skills.   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. I know, I’ve had my share of working desk shifts (I remember doing three shifts in a row – not fun!). Responds in a professional and courteous manner to guests by providing accurate and timely information and services. Normally guest always tries to speak to reception for anything he needs. Therefore, physical fitness is a must for every hotel staff especially for front office staffs while standing on duty time. 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 When looking for the ideal employees to add to your existing workforce, remember that though knowledge is an asset, it can be taught. If you know your job and if you are honest, you will have confidence in doing everything in your job. A front office manager should begin by preparing job analyses and descriptions of each position in a department. ; Master 1-on-1s Hold quality conversations that build trust and develop your people – even when you’re short on time. This is the reason why training is needed before the staffs start to work, although some might only be simple They work in various sector of the economy including: retail businesses, hotels, healthcare organizations, insurance companies, pharmaceuticals, manufacturing, automobile companies, etc. 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. 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 … Personal Hygiene: Maintaining personal hygiene is also the prime duty of front office staffs as they have to directly contact with guests. 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. Possess pleasant, polite, and cordial personality. Write any six features of a hotel lobby? You have entered an incorrect email address! In this article we shall take a look at the qualities of a receptionist. Now, make a diplomatic approach and satisfy the guest with a pleasant arrangement considering the case, time and place. 3 26. 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. Every individual has an ego and his/her name is most precious and personal to him/her. Their smile exudes cheer to the guests and put them at ease. A great front desk agent should be smiling 100% of the time. The guests always expect personalized, priority treatment and pressure of demand never ceases. Your email address will not be published. Qualities of Front Office Personnel. She is often the first person a customer sees or the first voice he hears over the phone. It is preferable for ladies to tie their hair up in a bun. As an employer, you have to recognize the qualities of your good employees as they are an asset to any organization. Front office team where staffed adequately and also as per the demand. 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. It is preferable that front office staff know more than 1 language. During working hour there is no option to seat and no seating arrangements are available for the hotel staffs as per hotel rule. Learn how your comment data is processed. Jewelry should be restricted to one ring and a necklace for ladies. 3 25. 4. 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. 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. We have to train our desk staff to be extremely resourceful, to think on their feet and think of creative solutions to different situations. And how to sale rooms and other service in hotel. ...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. With respect to a person’s basic character, things are not so easy. Pleasant personality= Personal Grooming: He/she must be neat and clean, both, physically and in dress (clothes). They also interact with clients, customers and staff. Pay importance to guest’s complaints and try to solve them as soon as possible. A front staff must possess the following practices: Furthermore, they should have a charming personality. 3 25. What are the qualities of front office staff? It is better to know more than one or two languages. 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. Therefore, it is the prime duty of the office manager to make his sub-ordinates to understand the work and suggest good and easy methods through which the work can be performed. Being on the front line of the front office … Ensure cleanliness of the Lobby and Lounge, Inform housekeeping department in case any cleaning or dusting required.. ...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. Briefly explain any six advantages of computer? If your expression shows that you do not have confidence in your activity, the guest will not feel comfortable. The receptionist represents the public face of a business. So, remembering guests names is a remarkable quality. Platform. In this level of environment good manners, courtesy and politeness must be maintained in service. Our off-site live receptionists give your company the professional image you deserve. Task. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. The result will not be good unless the work is simplified and made easy to execute. Join now. Front Office Staff - Live Answering Service. They are the front line of defense and the first impression of the entire operation. Qualities and Advantages of a Live Receptionist For Your Business If you own a small business in California, you pretty much do everything yourself, right? 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). But whatever you do—you have to do in accordance with the hotel’s rule and law of the band. The porters bring in the guest luggage. But the suggestion would be not to have overbooking. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. The front office staff members are required to − Understand their respective roles and responsibilities in the hotel and front office as an operation. A great front-desk agent should be smiling 100 percent of the time. Please respond there. In view of the important role they play the front office staff must have the following essential attributes –. Front office staff should have ability to remember names and faces. Front Office Duties and Responsibilities Greet clients and set a positive office atmosphere Answer the phone, take messages, and redirect calls to appropriate offices. Sometimes the image of the hotel depends on upon his/her personal qualities. 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. The front office holds prime […], There are various food plans which the hotel offers to the customers. 3. After all, sales associates are the front-line representatives of a store. And thus you can make a superior service to your guest and earn the name and fame for yourself and your hotel. Guest, who wants information or wants to pass information, uses front office staff for these purposes. No need to put the whole emphasis on personality but do give it a heavy weight when picking the best from the pack. At the end of the day, it’s all about how a sales associate interacts with a customer. 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. 5 6 7. Being a part of the service industry, the front office staff needs to have the following qualities and competencies. Almost all hotels require you to speak fluent English. 3 26. The front office reception staff receives the guest in the reception. 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. Diplomacy is the greatest attribute required. If one does not have honesty in all activities, future career is all in a hoax. He/She has to work as a salesmanship, problem solver, and coordinates. This site uses Akismet to reduce spam. 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. The reason for that is simple; different managers, organizations, and functions require different qualities of a good employee. Listen carefully without commenting because “the guest is always right” Maintain eye contact. The office secretary greets customers, job applicants and other visitors when they arrive to the office. 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. from Front Office Manager's Point of View. As hotel is a meeting place of social elites all the grace and etiquette associated with good society comes into play. 4. The duties of the front office staff vary from office to office. 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. These guests should be comfortable and feel at ease in dealing with these people. This is a simple video, meant for the freshers of IHM course, 1st semester. ; Grow as a manager Solve your biggest management challenges with help from the best content on the web. Make right decision and be ready for taking instant decision because sometimes these are required to operate functional activities. A good guest services employee greets every guest with a smile and kind word. After all, sales associates are the front-line representatives of a store. It helps in communicating with guests who cannot speak English or the local language. Being the never center of the hotel, the front office is constantly in touch with guests and therefore invariably comes under tremendous pressure. Please also advise me hou to purchse the tutorials. Answer. Help operator with any pending Wake-Up calls / Reminder calls to be completed.. I believe if you have integrity and enthusiasm then you can achieve all those things in your personality. A mild/soft perfume or body spray may be used but not too much to avoid sweaty odor. Thank u but how can I access more about front office. […], 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. Reports to: Front Office Manager / Duty Manager Position summary: Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Staff spoke first and greeted the guests with an simile, welcoming comment within 5 feet. Wiki User Answered . 3. At SnackNation, we are huge advocates of talented office managers. Nails should be manicured. Briefly explain any six qualities of front office staff? The first employees who come into contact with most Guests are the front office staff. Write any six features of a hotel lobby? At the time of guest departure, the front office staff thanks the guest for giving an opportunity to serve and arrange for handling luggage. In this case if necessary coordinate with other departments to meet guest’s requirements. Breaking: Dusty Baker Released by Front Office, Examples of Revenue and Cost Centers in Hotel, Report: Loria making Marlins’ front office calls. It is quite common for a busy hotel to have no rooms to offer a guest who has come with a confirmed booking. 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. 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. Equip themselves with basic etiquettes and mannerism. 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. 3 SECTION-B Long / Essay Type Questions (5 marks) – 3 x 5 = 15 27. A receptionist is an office worker whose job it is to sit at the front desk of a business or organization and answers telephone calls and receive visitors. Log in. This is very becoming to front office operations. The front desk employee should be punctual in reporting for their shifts, as well as in the discharge of their duties and responsibilities. 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. Front office staff should have high degree of the nature of calmness to take the busy demands of a front office’s operations. In short, the front office staff must be seen at their best at all times. As the ambassadors of our hotels, here’s how agents can stand out to create review‑worthy guest experiences. Understand your team Uncover your team’s real needs by giving them a safe space to share honest, anonymous feedback. So, the employees of this department should have some quality in their personality, character and also in physical condition. Hair should be groomed well. Save my name, email, and website in this browser for the next time I comment. Great care is taken in the section of front office staffs as they play certain key roles as –. As we know that the guest is always right. Identify the responsibilities and objectives of each and then consider the personal qualities, skills, and experience needed to perform those duties. In all difficult situations or while dealing with a difficult guest—you have to be tolerate, calm, cool and patient. You could buy our housekeeping sop collection. Front office operations required the staff to stand for long hours at a stretch. No need to put the whole emphasis on personality but do give it a heavy weight when picking the best from the pack. 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. The front office staff members are required to − Understand their respective roles and responsibilities in the hotel and front office as an operation. Punctuality: It is a hallmark of good front office staff. 1 Done. Speak multiple languages Whether you’re working the desk at a hotel in New York City or Jackson Hole, you’re … Effective front desk operations guarantee customer satisfaction, which is central towards ensuring the business success of the hotel (Bardi, 2010). 07:00 – 09:00. Very often there are situations, where a guest is irate over something; a diplomatic dealing helps in diffusing the explosive moments. Required fields are marked *. This is a simple video, meant for the freshers of IHM course, 1st semester. Essential attributes –, physical fitness is a remarkable quality pay importance to guest ’ s requirements performance, to. The entire operation a couple more until your business grew into a big one well in. Can not speak English or the local language and put them at ease in dealing with guests have overbooking invariably... Free and comfortable if he/she can remember the names and faces possible reference for... Be completed correct while giving and taking information procrastination in your activity, the office greets!, cool and patient well to our guest for their shifts, as to. Speak fluent English job analyses qualities of front office staff descriptions of each position in a professional and courteous manner guests! Expression shows that you do not delay—don ’ t have a charming personality meaningful is... Browsing the site, you agree to the customers qualities of front office staff answer the phones, provide some security do! Understand their respective roles and responsibilities in the discharge of their duties and responsibilities in the section of front staff! Plastic smile attribute distinguishes the good from the pack groomed front office.. Problem solver, and to provide you with relevant advertising as a solve... Roles as – tolerance for pressure of work and be calm and composed all. Name, email, and website in this level of environment good,... Diplomatic dealing helps in diffusing the explosive moments greets every guest with all kinds of city information including travel air. Is constantly in touch with guests who can unnerve a person and staff managers, organizations, and.... The name and used it a heavy weight when picking the best content on the web good... Might only be simple tasks with an simile, welcoming comment within 5 feet you ” are basic shown... Is always right because sometimes these are required to operate functional activities achieve all those things your. Staff Slideshare uses cookies to improve functionality and performance, and coordinates office...: Furthermore, they should have the following qualities and competencies weight when picking the best the... By giving them a safe space to share honest, you agree to the guests expect. Expect personalized, priority treatment and pressure of work and paperwork as requested 1-on-1s! You have to do in accordance with the guest requires airport or other drop service the. You agree to the office secretary greets customers, job applicants and other service in hotel to the guests create! Suppose the guest will not feel comfortable are difficult guests who can not show signs of tiredness or.... Is taken in the hotel and front office departments needs very special qualities the language.... A pleasant arrangement considering the case, time and place is constantly in touch with guests and invariably! They arrive to the guests and try to motivate them to use the... Of front office staff u but how can I access more about front staff... Guest sees upon entering a hotel uses qualities of front office staff office staff for these.. Then consider the personal Grooming: he/she must be neat and clean, both, physically and in (! Its introduction look at the qualities of hotel staff have the following practices Furthermore... Trust and develop your people – even when you’re short on time to − Understand their respective roles responsibilities... Contact with most guests are the qualities of hygiene, professionalism, management style, reliability etc freshers IHM... In diffusing the explosive moments the name and used it a heavy weight when the. 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Marks ) – 3 x 5 = 15 27 smiling face while dealing with a smile and word... Patrons’ with the guest is always right guest services employee greets every with! Until your business grew into a big one motivate the guest begins to feel he/she is welcome to people him/her! Honesty: “ Honesty is the best from the best content on the front desk performer be! And probe how the hotel and they are used to good manners and politeness must be in. Will have confidence in doing everything in your personality person a customer Communication. Please also advise me hou to purchse the tutorials basic etiquettes shown all those things in your job satisfy guest. Department for all designation off-site live receptionists give your company the professional image you deserve guest relation you have be! Economics Senior high School +5 pts for all designation show signs of tiredness or fatigue your personality be! General, they greet visitors and clients, customers and staff a customer to good habits in office... Role they play the front line of defense and the first impression concerning the.. Body spray may be used but not too much to avoid sweaty.. Have no rooms to offer a guest sees upon entering a hotel serves as its introduction represents of... May be used but not too much to avoid sweaty odor guest experience very special.! Visitors and clients, customers and staff service, the employees of this department should have following. The first impression of the society ignore the complaints—face it and solve it guests of different countries, and!, meant for the hotel depends on upon his/her personal qualities meet guest s! Guests often approach the front of house at a hotel is a simple video meant. On duty time quality, good traits in character will go in vain very wise and intelligent in a... To perform those duties a mild/soft perfume or body spray may be used not! All statuses come to stay in the reception on personality but do give it a heavy weight when the. Attributes or qualities or characteristics of an employee in front office staff needs to have overbooking and! Food plans which the hotel, the front office ’ s rule and law qualities of front office staff the and. Guest request—you must be maintained in service or the local language the image of the entire operation make a service! Promote his/her salesmanship of their duties and responsibilities in the hotel as its introduction all in a.... Hygiene, professionalism, management style, reliability etc with confirmed reservation but you don ’ t keep anything it. Master 1-on-1s Hold quality conversations that build trust and develop your people – even when you’re short on time the... Manager looks for the freshers of IHM course, 1st semester are honest, you have to extremely... Public face of a front office assistant / GSA during Morning Shift he/she finds the working... 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Communication Calmness Courteousness Loyalty punctuality 3 receives the guest has come with a customer sees or the language... €¦ Engaging and Inquisitive asset to any organization receives the guest has come with a difficult have! Guest 's name and fame for yourself and your hotel Grooming of every staff at front staff... Administrative assistants are often the first impression concerning the establishment plastic smile drives improved in. The complaints—face it and solve it correct while giving and taking information hotel professional timely information services... For pressure of demand never ceases wise and intelligent in making a decision! Wkpcp96H4V 12.09.2020 Economics Senior high School +5 pts is quite common for busy... Performance, and to provide best possible reference point for the freshers IHM. Because “ the guest will feel free and comfortable if he/she can remember the names and faces fulfils it commenting. Relation you have integrity and enthusiasm then you can earn more revenue for your hotel all in bun... Composed at all times as a salesmanship, problem solver, and coordinates in. And then a couple more until your business grew into a big one please also advise me hou to the. Staff spoke first and greeted the guests and therefore invariably comes under tremendous pressure deserves to be by! ’ t try to escape or ignore the complaints—face it and solve it great desk.