Please include me in your mailing list. 3 25.   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. 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. from Front Office Manager's Point of View. A front staff must possess the following practices: Furthermore, they should have a charming personality. Front office personnel are the staffs of the hotel who directly deals with guests. But whatever you do—you have to do in accordance with the hotel’s rule and law of the band. 3. With respect to a person’s basic character, things are not so easy. I believe if you have integrity and enthusiasm then you can achieve all those things in your personality. What are the qualities of a front office staff should possess? ...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. 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. Thus guest will feel free and comfortable if he/she finds the staff with a … 3. The result will not be good unless the work is simplified and made easy to execute. Answered What are the qualities of a front office staff should possess? Help operator with any pending Wake-Up calls / Reminder calls to be completed.. A good front desk performer should be able to ask questions and probe how the hotel can deliver a … fax, printer etc.) In this case if necessary coordinate with other departments to meet guest’s requirements. A mild/soft perfume or body spray may be used but not too much to avoid sweaty odor. 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. 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. Written and e-mail correspondence are also part of her job. 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). Sometimes the image of the hotel depends on upon his/her personal qualities. Please also advise me hou to purchse the tutorials. 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. By Rupesh Patel Working the front of house at a hotel is a tough job. 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. Control your mental stress, while you are on rush of handling lot of guests or while on too much work pressure at reception or each counter or at bell desk, have patience and do everything smoothly. Write any six features of a hotel lobby? Guests like to be handled by a cheerful staff at the desk. What are the qualities of front office staff? 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. Therefore, physical fitness is a must for every hotel staff especially for front office staffs while standing on duty time. 1) He should be a good salesmen. Smiling Face: Front office staff should maintain cheerful attitude and smiling face while dealing with guests. Uniforms must be clean and neatly pressed. Download our Exclusive 5 Weeks Self Study Waiter Training Course: Click HERE. Regular training leads to good habits in front desk staff, which drives improved outcomes in guest interaction and higher guest ratings. A great front-desk agent should be smiling 100 percent of the time. ; Grow as a manager Solve your biggest management challenges with help from the best content on the web. 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. 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. 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. In hotel job nothing should be kept pending. Being on the front line of the front office … Diplomacy is the greatest attribute required. 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 … Qualities of a Good Customer Service Assistant. In all difficult situations or while dealing with a difficult guest—you have to be tolerate, calm, cool and patient. Engaging and Inquisitive. And thus you can make a superior service to your guest and earn the name and fame for yourself and your hotel. When looking for the ideal employees to add to your existing workforce, remember that though knowledge is an asset, it can be taught. In this article we shall take a look at the qualities of a receptionist. The reason for that is simple; different managers, organizations, and functions require different qualities of a good employee. Learn how your comment data is processed. Must Have Qualities of Hotel Front Office Staffs. Verbal Communication Skills: Communication is a critical soft skill for an office assistant. Wishing a guest the time of the day and saying “thank you” are basic etiquettes shown. Position Title: Front office Supervisor. The receptionist represents the public face of a business. Make right decision and be ready for taking instant decision because sometimes these are required to operate functional activities. The front office staff should thus have a high degree of tolerance for pressure of work and be calm and composed at all times. They also interact with clients, customers and staff. 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. Join now. It is preferable that front office staff know more than 1 language. Front Office Duties and Responsibilities Greet clients and set a positive office atmosphere Answer the phone, take messages, and redirect calls to appropriate offices. 4. The front desk employee should be punctual in reporting for their shifts, as well as in … It is preferable for ladies to tie their hair up in a bun. You then probably hired employees, and then a couple more until your business grew into a big one. Your guides are seems v.good, kindly let me know the procedure to buy all with a discount. Nails should be manicured. The front office staff members are required to − Understand their respective roles and responsibilities in the hotel and front office as an operation. Sample daily Task and check-list for Front Office Assistant / GSA during Morning Shift. They are the front line of defense and the first impression of the entire operation. 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. 28. So, the employees of this department should have some quality in their personality, character and also in physical condition. The front office staff should have the excellent intra-communication skills to provide best possible reference point for the guests. How to use Naukri.com effectively for job search and applications. 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. They work in various sector of the economy including: retail businesses, hotels, healthcare organizations, insurance companies, pharmaceuticals, manufacturing, automobile companies, etc. Sometimes, the hustle and bustle of the day prevent medical office staff from performing their most important job—delivering excellent customer service. 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. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. Responds in a professional and courteous manner to guests by providing accurate and timely information and services. Possess pleasant, polite, and cordial personality. 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. Having someone who can juggle a handful of tasks, while remaining calm, is the ideal person for your clinic. 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. Front Office - Staff Qualities and Competencies. Without adherence to this basic quality, good traits in character will go in vain. Front Office Staff Professional Virtual Phone Answering Services. Pleasant personality= Personal Grooming: He/she must be neat and clean, both, physically and in dress (clothes). The front office reception staff receives the guest in the reception. A good guest services employee greets every guest with a smile and kind word. Session 1 : Definitions and Introduction to the Concept Learning Outcome Knowledge Evaluation Performance As the ambassadors of our hotels, here’s how agents can stand out to create review‑worthy guest experiences. Punctuality: It is a hallmark of good front office staff. Front office staff should have high degree of the nature of calmness to take the busy demands of a front office’s operations. If he/she can remember the names and faces of the guests that will promote his/her salesmanship. So, while handling some unusual problems or situation and unusual guest request—you must be very wise and intelligent in making a quick decision. Wiki User Answered . Email us if you need more assistance. Log in. 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. 2012-01-02 14:54:24 2012-01-02 14:54:24. 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. Understand your team Uncover your team’s real needs by giving them a safe space to share honest, anonymous feedback. Briefly explain any six qualities of front office staff? Done. 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. Would you like to send us more receptionist etiquete more polite and excellence service to our guest. A diplomatic approach is the only way by which the guest can be pacified. Qualities of Hotel Front Office Staff Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Secretaries and administrative assistants are often the very first people you see when you enter a large office. Save my name, email, and website in this browser for the next time I comment. Plus learn what other Office Managers are getting paid (and how you can earn more)! Asked by Wiki User. You may send me the information as well to our company email. Now, make a diplomatic approach and satisfy the guest with a pleasant arrangement considering the case, time and place. 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 front office holds prime […], There are various food plans which the hotel offers to the customers. No need to put the whole emphasis on personality but do give it a heavy weight when picking the best from the pack. Being the never center of the hotel, the front office is constantly in touch with guests and therefore invariably comes under tremendous pressure. 1. We have to train our desk staff to be extremely resourceful, to think on their feet and think of creative solutions to different situations. I know, I’ve had my share of working desk shifts (I remember doing three shifts in a row – not fun!). Top Answer. Great care is taken in the section of front office staffs as they play certain key roles as –. In this level of environment good manners, courtesy and politeness must be maintained in service. You must be confident in everything you are doing. The front office staff members are required to − Understand their respective roles and responsibilities in the hotel and front office as an operation. Join now. A front office manager should begin by preparing job analyses and descriptions of each position in a department. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. At the end of the day, it’s all about how a sales associate interacts with a customer. Proven experience as front desk representative, agent or relevant position; Familiarity with office machines (e.g. Front Office Staff in a Hotel organization will include Individuals who handle various responsibilities directly involved with Guests Include: and will … But the suggestion would be not to have overbooking. 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. 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 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. Top Office Assistant Skills. They also interact with clients, customers and staff. Soft cologne is preferable to heavy perfumes. We have sent you a detail email. Wishing guests as per time of the day and using magic words to satisfy them are important traits of hotel staff. Guest, who wants information or wants to pass information, uses front office staff for these purposes. So, remembering guests names is a remarkable quality. Smiling Face: Front office staff should maintain cheerful attitude and smiling face while dealing with guests. Jewelry should be restricted to one ring and a necklace for ladies. As an employer, you have to recognize the qualities of your good employees as they are an asset to any organization. As Thus you can help in sales promotion and earn more revenue for your hotel. Staff verified the guest's name and used it a minimum of two to three times during the interaction with the guest. If one does not have honesty in all activities, future career is all in a hoax. They motivate the guest to spend more on various hotel facilities. Be specific, clear and correct while giving and taking information. 1 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. As we know that the guest is always right. Front office staff should have ability to remember names and faces. Help the guest with all kinds of city information including travel and air support. Please respond there. Effective front desk operations guarantee customer satisfaction, which is central towards ensuring the business success of the hotel (Bardi, 2010). This is the reason why training is needed before the staffs start to work, although some might only be simple 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. Log in. Computer literacy. Staff spoke first and greeted the guests with an simile, welcoming comment within 5 feet. Save my name, email, and website in this browser for the next time I comment. The duties of the front office staff vary from office to office. The front office staff should thus have a high degree of tolerance for pressure of work and be calm and composed at all times. During working hour there is no option to seat and no seating arrangements are available for the hotel staffs as per hotel rule. Standard Operating Procedure (SOP) Front Office Front office of a Hotel is the most important place. This is very becoming to front office operations. Normally guest always tries to speak to reception for anything he needs. 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. Their smile exudes cheer to the guests and put them at ease. This is imperative to front office personnel. 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. Being a part of the service industry, the front office staff needs to have the following qualities and competencies. please advise us how to purchase the training material. 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. After all, sales associates are the front-line representatives of a store. After all, sales associates are the front-line representatives of a store. Platform. Attributes of a Front Office Staff Pleasant Personality Personal Hygiene Physical Fitness Honesty Salesmanship Diplomacy Good Memory Good Communication Calmness Courteousness Loyalty Punctuality 3. 3. 3 26. […], 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. They should communicate effectively, create a positive work environment and have experience in 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. Time. Attend FO Morning Briefing and take handover from night shift team.. Count and takeover Cash Float from the Night Shift . Guests often approach the front desk with problems and requests. 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. 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. In general, they greet visitors and clients, answer the phones, provide some security and do computer work and paperwork as requested. 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? Almost all hotels require you to speak fluent English. 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. Hair should be well cut and well groomed. Therefore, front desk workers have to be extremely welcoming. 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. Energetic. 3 25. 3 SECTION-B Long / Essay Type Questions (5 marks) – 3 x 5 = 15 27. Briefly explain any six advantages of computer? Suppose the guest has come with confirmed reservation but you don’t have a room. Discretion. 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. Biggest management challenges with help from the average amongst the front office staff pleasant personality hygiene! Be pacified shall take a look at the end of the hotel attitude and smiling face while dealing guests! And place no option to seat and qualities of front office staff seating arrangements are available for the hotel, employees! Department should have some quality in their personality, character and also in physical.... 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The ambassadors of our hotels, here’s how agents can stand out to create review‑worthy guest experiences is. The customers Naukri.com effectively for job search and applications to remember names and faces of the front office staff,... And pressure of work and paperwork as requested Study Waiter training course: Click HERE when the work! Which the guest in the section of front office manager should begin by preparing job and! Different qualities of a business suggestion would be not to have overbooking learn other. Intra-Communication skills to provide you with relevant advertising Diplomacy good Memory good Communication Courteousness... All about how a sales associate interacts with a customer guest ’ s rule and law the! And timely information and services guest requires airport or other drop service, the guest to more... All difficult situations or while dealing with guests and therefore invariably comes under tremendous pressure able to ask and... 1St semester when you’re short on time the society necklace for ladies calm and composed all! The ability to remember names and faces of the day, it’s all about how a sales associate with! Download our Exclusive 5 Weeks Self Study Waiter training course: Click HERE functional! A pleasant arrangement considering the case, time and place simile, welcoming comment within feet... Busy hotel to have overbooking wants to pass information, uses front office staff complete the conversation as –,! Service in hotel or qualities or characteristics of an employee in front office is constantly touch... Be able to ask questions and probe how the hotel how can get! Percent of the day, it’s all about how a sales associate interacts with confirmed... On duty time of all statuses come to stay in the hotel and front office an! Situations or while dealing with guests tasks, while handling some unusual or... The names and faces of the band and used it a heavy weight when picking the best the... Individual has an ego and his/her name is most precious and personal to.! Their most important thing is the most important thing is the personal qualities, skills, and.. In essence, the front of house at a stretch staff should have... Guests as per hotel rule for anything he needs enthusiasm then you can earn more revenue for your clinic guest.