KEY ROLES OF FRONT OFFICE STAFF

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.

Great care is taken in the section of front office staffs as they play certain key roles as –

Ensure salesmanship:

They motivate the guest to spend more on various hotel facilities.

As a problem solver:

Guest invariably approaches the front office for the help. 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.

A reference point:

Guest, who wants information or wants to pass information, uses front office staff for these purposes. The front office staff should have the excellent intra-communication skills to provide best possible reference point for the guests.

As a coordinator:

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.

As an image builder:

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.