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Front Office or Reception

The front office or reception area is where visitors first encounter staff at a business. Key responsibilities of the front office include reservations management, concierge services, nightly audits, revenue management, guest services, guest accounting, and general data management. To succeed in front office jobs requires having good interpersonal and communication skills, being comfortable serving others, having basic math and computer literacy skills, and possessing traits like patience and endurance to handle demanding guests.

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63 views

Front Office or Reception

The front office or reception area is where visitors first encounter staff at a business. Key responsibilities of the front office include reservations management, concierge services, nightly audits, revenue management, guest services, guest accounting, and general data management. To succeed in front office jobs requires having good interpersonal and communication skills, being comfortable serving others, having basic math and computer literacy skills, and possessing traits like patience and endurance to handle demanding guests.

Uploaded by

Kïtëł Gägüï
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Front Office or Reception – is an area where visitors arrive and first encounter a staff at a place

of business.

Key Concepts, Standards and Practices


o Reservations Management – the first contact of the guests is through the reservations
department, majority of the bookings in the hotel are by telephone.

o Concierge (Guest Services, Front desk staff and Uniformed services) – is a French word, which
originally refers to officers of the royal palace guard whose job was to protect the king in his
palace. A hotel employee whose job is to assist guests by arranging tours, making theater and
restaurant reservations, etc.

o Night Audit – this activity is primarily done at the end of the day, usually on the graveyard shift.
This activity is valuable to the hotel as this records all hotel operations for the day.

o Manage Property Management System – PMS is the databank of collected revenue generating
and non-revenue generating activities of hotel guests.

o Revenue Management – part of the front office work is managing the number of occupied
rooms through the proper mix of hotel guests.

o Guest Service Management – the front office team takes care of guests from check in to check
out. All personnel should exude professionalism in handling guest requests and complaints.

o Guest Accounting – Front office agents have to ensure that guest billings are thoroughly checked
for property revenue to be optimized and for guest complaints to be avoided.

o General data management – the front office team is tasked to update guest records in the
system, specifically guest needs and requests, so they can easily identified and addressed for
future use.

What skills, traits and attitude will help you succeed in Front Office jobs?
Comfortable giving service to others – one of the most important traits that you must possess if you
intend to study this program is the willingness to serve others. In the hospitality industry your job will
always require you to serve clients. Giving service might be very difficult for people who are not inclined
for it.

Interpersonal skills – establishes and maintains positive mutual working relationships with superiors,
workmates and clients.

Oral and written English skills – in hotels, resorts and travel agencies the use of English is important both
to entertain customers and for job related tasks.
Basic Arithmetic skills – while on duty you might be assigned in the accounting department of an
establishment the reason why it’s important to have this skill; in addition you will also take on the role
of a cashier during your OJT.

Administrative skill  – basic abilities in organization and planning, computing and scheduling.

Computer Literacy – most transactions are processed with the use of computers thus its essential to
have knowledge of computer use and understand application programs as well as other technologies

Endurance – the ability to withstand tiresome work such as greeting and entertaining guests, standing
up and walking from one area to another and being in an uncomfortable environment.

Patience – you may encounter irritable and demanding clients therefore you must be patient enough to
deal with different types of people.

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