ITFT-Qualities of Front Office staff


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Qualities of Front Office staff

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ITFT-Qualities of Front Office staff

  1. 1. QUALITIES OF FRONT OFFICE STAFF Presented by- Nancy Sharma
  2. 2. As the front office is a critical department in a Hotel in view of its revenue generating capacity and influence in image building, the staff working in it assume a special importance.
  3. 3. 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. The staff have to be diplomatic & resourceful to solve the problem at the shortest possible time. • A Reference Point- Guests who want information or want to pass on information use them for this purpose.
  4. 4. • Coordinators- Since they are a reference point, the front office staff are required to coordinate with other departments, airlines, travel agencies and city tour offices to give the Guest personalized service. • Image Builders- As an extension to their salesman’s role, front office can certainly generate a good image for the establishment in their manner of dress, communication, personal conduct and efficiency.
  5. 5. ESSENTIAL ATTRIBUTES • Ready smile • Personal grooming • Personal hygiene • Self confidence • Communication skills • Ability to remember names and faces • Product knowledge
  6. 6. • Good manners • Physical fitness • Quick decision making ability • Diplomacy • Calmness • City information • Desire to help
  7. 7. • The front office staff interacts with all departments of the hotel, including sales and marketing, housekeeping, food and beverage, banquet, controller, maintenance, se curity, and human resources. • These departments view the front office as a communication liaison in providing guest services. Each of the departments has a unique communication link with the front office staff. Front office coordinates with other departments
  8. 8. Front Office coordination with Housekeeping • Housekeeping and the front office communicate with each other about housekeeping room status, the report on the availability of the rooms for immediate guest occupancy. Housekeeping room status can be described in the following communication terms: • • Available Clean, or Ready-room is ready to be occupied • • Occupied-guest or guests are already occupying a room • • Stayover-guest will not be checking out of a room on the current day • • Dirty or On-Change-guest has checked out of the room, but the housekeeping staff has not released the room for occupancy • • Out-of-Order-room is not available for occupancy because of a mechanical malfunction
  9. 9. • Housekeeping and the front office also communicate on the details of potential house count (a report of the number of guests registered in the hotel), security concerns, and requests for amenities (personal toiletry items such as shampoo, toothpaste, mouthwash, and electrical equipment). These issues are of immediate concern to the guest as well as to supervisors in the hotel.
  10. 10. Become the part of front office… Thank you
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