Qualities of Front Office staff

1. QUALITIES OF FRONT
OFFICE STAFF
Presented by- Nancy Sharma

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. 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. • 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. ESSENTIAL ATTRIBUTES
• Ready smile
• Personal grooming
• Personal hygiene
• Self confidence
• Communication skills
• Ability to remember
names and faces
• Product knowledge

6. • Good manners
• Physical fitness
• Quick decision making ability
• Diplomacy
• Calmness
• City information
• Desire to help

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. 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. • 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. Become the part of front
office…
Thank you