What is Front Office personnel?

Let me understand the front office department in the given hierarchy.

The front office is the face of the hotel, they ensure that the guest needs are fulfilled and are taken care of well. The image of the hotel depends on his/her personal qualities. They are the ones who first and directly deal with the guests. They need very special qualities and work as a Salesman and problem solver.

Duties & Qualities

 They are responsible for handling front office reception and administration duties.

1. Greeting the guests and offer them a beverage, answering phones, handling company inquiries, and sorting and distributing mail is the basic agenda.
2. Selling the rooms and to boost the revenue. Their basic goal is to sell the rooms and for that, they set goals and targets for selling and to see that their target is been meet and if not then they find out that where do they lack.
3. Accurate job knowledge and product knowledge. These people know their job thoroughly. For this, they are trained and make them ready for front. They know their product well for instance Types of room, Rooms rent (season, semi-prime and prime season), Facilities, attachment, etc…
4. To excel the potentiality, the associate is given a chance in all the sections of the front office and to see where he/she is most suitable. This way they become professional and give the best performance. The management also does the evaluation of staff at the supervisory level and then at the department head level.
5. To see where are the weak points of hotel and where are the regular complaints generating from is it due to manpower, property-related or any other reason and how to rectify, how to make it possible that this doesn’t happen again.
6. From time to time they are given Counseling, Training, and Motivation in different sections. Training of the staff as high turnover at the front desk which is very important.
7. Providing guest services relating to the internet, fax service, secretarial service, and these services are for every guest in the house.