Desk assistants must use a variety of technical skills to do their jobs. However, a front desk agent cannot show signs of tiredness or fatigue. When guests arrive at the hotel, our front desk performers should be able to “read” guests and anticipate their needs. Customer service employees have to have some specific characteristics – both personality traits and skills. Here’s the perfect time to shine! Key Front Office Manager Skills. But successfully running the front desk calls for much more, and the role of a receptionist demands an impressive line-up of hard and soft skills. When guests arrive at our hotels, we only have a few minutes to make a great first impression. – not fun!). Depending on the specific establishment, front desk officers are typically required to possess a high school diploma, good typing skills and basic computer and knowledge. Knowledgeable about the local area When … Employers during this point want to see what you are all about. An Account Officer supervises the financial bookkeeping and records of an organization. spectrasoft.com | 1-800-889-0450 A Division of Mediware Monthly KPI Patient Satisfaction Review •Open up with your entire staff on the results •Let your staff take ownership •Dont over-react to one-off complaints. And many times, how they react can make or break our hotel’s reputation. 0 0. Good communication and politeness. Sometimes they have to work with other employees at the front desk to handle a difficult problem. You will be the “face” of the company for all visitors and will be responsible for the first impression we make. Are they bringing negative vibes or bad habits from their last job? So make sure to speak about your organizational skills, about maintaining a good and positive attitude. Office hours are by appointment, Copyright ©2021 Are Morch, Digital Marketing Coach. If not, what’s your plan to develop them? I'd say organization and a good level of social skills. To get the customer service business advantage, you must hire the best customer service representatives. Here are some qualities and strengths that you will want to highlight in this section as a receptionist or someone who is working at the front desk office. How do we know if the front desk person we just hired is the right fit for the job? Learn about the training, job duties, and requirements to see if this is the right career for you. The most genuine and warm smile can cure even the worst of days. Do they have the above named attributes, values and behaviors? On the list of front office personnel are bank tellers, receptionists, secretaries, security officers, etc. – Thanks in advance for Caring and Sharing ). The Front Desk Officer is responsible for acting as a gatekeeper, directing clients and service personnel to appropriate departments and ensuring that the proper channels are maintained in communications and personnel interaction from an entry point perspective. Here are some qualities and strengths that you will want to highlight in this section as a receptionist or someone who is working at the front desk office. They should work quickly without compromising the quality of work. Front Desk Officers work at the reception area of an organization and are mainly responsible for guiding guests and maintaining security. We must groom our staff, instill these 10 traits in them, and watch them bloom into the best person they can be. Since I am working part-time at the local Kroger, I will to the best of my ability to work it out around my schedule. They also send out bills and invoices, follow up on overdue payments and ensure that a company’s invoices and payments match up correctly. However, experience in the hospitality industry or customer service is often desired, and a college degree is usually required to move into management roles. 1. Answer Save. These roles are therefore very important to airlines looking to promote a positive image of their business. Is there anything I can do for you right now? Join Yahoo Answers and get 100 points today. Most stations can be very busy at times. A guest relations officer does what they can to make the guest happy. To get the customer service business advantage, you must hire the best customer service representatives. We need an energetic and happy team. Travel during the working day is uncommon, except for some jobs that involve working in more than one police station. Therefore, front desk workers have to be extremely welcoming. Smith, I understand exactly how you feel. Please Like and Share this. Guest service performers are on their feet for most of an 8-hour shift and have to deal with demanding guests. This page provides you with Front Office Manager resume samples to use to create your own resume with our easy-to-use resume builder. In this article, I share the ten things that can make your front desk agents stand out. These hotel professionals set the tone of the entire experience that our guests will get from their stay. They are responsible for ensuring that every single guest has an enjoyable experience at the hotel. A few of the main duties of a front desk agent are greeting guests at the front desk, answering any questions, recommending activities and restaurants to guests, and answering any phone calls. During working hour there is no option to seat and no seating arrangements are available for the hotel staffs as per hotel rule. Trending Questions. Responsibilities for a front-desk job often include answering a multi-line phone system and greeting and directing guests, as well as staff. Our ideal candidate can deal efficiently with complaints and has a solid customer service approach. The ability to engage with guests and have meaningful conversations is very important to the success of any hotel professional. … If so, great! In this article we shall take a look at the qualities of a receptionist. There will be days where phones are ringing, multiple patients need attention, and a nurse from the back needs an important piece of information. Comment below. Trending Questions. Created with Sketch. Expert Tip: Take a break! You do not want... 2. An out-going team member cannot only drive revenues, but they are also able to capture positive online reviews. A good front desk performer should be able to ask questions and probe how the hotel can deliver a great and personalized experience for guests. Seriously, don’t allow these negative people to ruin your hotel’s reputation and make you lose money. Consume healthy snacks such as fruits and veggies (I love carrot sticks). We have to train our desk staff to be extremely resourceful, to think on their feet, and think of creative solutions to different situations. If you are a Hotel, how are you currently measuring the talent in your Front Office Team today? 17. Whether you’re hiring a receptionist or you have set out to become one, it helps to know some of the more important attributes that make a good receptionist. Hiring a Front Desk Representative? Responding to enquiries from the public and providing advice 16. 15. The front desk is equipped with various compartments, the computerized property management system, and an in-house communication system. I know, I’ve had my share of working desk shifts..(remember doing 3 shifts in a row? Guests might be stressed and annoyed over traffic or airport delays. Did they come from another hotel? Guest service agents are on their feet for most of an 8 hour shift and have to deal with demanding guests. Understanding how that guest is feeling and being empathetic can provide comfort to guests as an overall experience factor. He regularly shares his passion for entrepreneurship, customer service and marketing on numerous industry sites, social media and blogs.>Connect on LinkedIn >Rupesh’s Twitter >Read my Blog >Facebook >Pinterest. “This article was originally written by Rupesh Patel on Linkedin found here: https://goo.gl/NL0YNF“. Smith, please allow me to find this information for you.”. (After reading, please share this article with a colleague, service agent or co-worker that could help them be their best! what are the important qualities of a front desk officer? 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. Ask Question + 100. Your front desk staff is your front line when it comes to your support efforts. 0 0. Expert Tip: If you ever hear a staff member say “That’s not my job or duty”, they need to be trained and coached – Heavily!. It’s not beneficial for our hotels, and it’s definitely not good for guests. Get your answers by asking now. There are millions of amazing and great agents in our industry. Imagine a front desk performer losing his or her bearings during these times. Below you'll find our how-to section that will guide you through each section of a Front Office Manager resume. These skills might … Expert Tip: Never Say- “I DON’T KNOW”! ADVERTISEMENTS: 1. You will also coordinate all front desk activities, including calls, reservations and guests services. 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. well..... 1 decade ago. Front Desk officer works in the main reception area of a building, and they will receive guess who have appointments, they would also direct visitors to whom they have the appointment with, also make and receive phone calls and to ensure the smooth running of the front desk along with other duties. Here are five characteristics of a good front desk officer: At the front desk, it is important to have a person who is genuinely good natured. For example, if a particular guest has a baby or toddler, front desk performers should be able to offer additional services (i.e. Personality traits have often been termed as the “Big 5”, which include A front desk employee is typically the first person a guest sees upon entering a hotel. You … Front desk employees need to be … “Regardless of the type of business you are in, there is always an opportunity personalize the customer experience.”. Get your answers by asking now. While I am based in Tupelo, MS I work with Hotels and Resorts all over the world. What are some more traits that make Front Desk Agents great? There are millions of amazing and great agents in our industry. Working the front of house at a hotel is a tough job. All Rights Reserved |, A Combined Effort - Hotel Security and Customer Service - Are Morch, Hotel Marketing Coach, 10 Tips for Hotel Front Desk Performers to Always Be Prepared for The Next Guest - Are Morch, Digital Marketing Coach. Still have questions? This will most likely be put on hold until further notice, but may become common again after the pandemic passes. We are starting to reopen some hotels again (Yay!!!). That said, a majority of this responsibility falls in the hands of our front desk agents. Ask Question + 100. It’s true. Receptionists typically operate the front desk of a business. We must groom our staff, instill these 10 traits in them, and watch them bloom into the best person they can be. 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