VARIOUS FUNCTIONS AND RESPONSIBLITIES OF FRONT DESK OFFICE

MILAN AMARNATH SINGH

ADM NO. HPGD/JL17/0516

SPECIALIZATION: HUMAN RESOURCES

P. L. N WELINGKER INSTUTE OF MANAGEMENT, APRIL, 2019

 ACKNOWLEDGEMENT

• Dedication, concentration and Application are very important for success but they are not self-sufficient to achieve success. They need to be combined
with guidance, assistant and cooperation of some specific person to make it happen.
• Courtesy, understanding of a concept is as important as dedication and sincerity. It is courtesy which teaches us to respect others effort, their ideas
and the quantity of time they have given to the work which has come out in the form presented.
• I am happy to express my thanks to Welingker Institute of Management for have given me this opportunity to study about a particular topic thoroughly
and then express it in our own words. This in turn increase my knowledge about the topic.
• Lastly, I would like to thank all those who have helped me in making the project in direct or indirect way.
 CONTENTS

1.Executive Summary
2.Introduction
What is front desk

3.How it works
4. why is it important
• Its qualities and comfort

5.advantages
• How it reduces work load
• Represents companies face
6.Education Requirements
7. Industry
8.Conclusion
9.Bibliography
 EXECUTIVE SUMMARY

• The most important assests of the company are the people over there and the ability to choose the right people is the most important
strategy for any company in modern times.
• Front desk for any company is like the first impression and as the proverb says that “first impression is the last impression” so it has to be
maintained properly otherwise it can give negative results.
• Impressions are hard to mark but easy to wash in a go.
• Every company in the corporate world needs to walk with the ongoing fashion and trend to survive in the world and to succeed you need
to be 100 steps ahead as 10,20,30,40………90 steps are now easy to cover up as all are continuously running to achieve bigger goals. To
survive the race, you need to be fastest.
 INTRODUCTION

• Talking about hotels, by front office we tend to refer to the front desk or reception confined area which is the core of operations department of the
hotel. Front Office includes the reception or the front desk which deals with reservation, housekeeping, sales and marketing. When guest arrives at
the hotel they first go to the Front Desk.
• The area where visitors arrive and first encounter a staff at a place of business is front office or reception . The staff at the Front Office will listen to
the complains and difficulties of customer, note it down and make customers meet the right person in the Company. Broadly speaking, the front office
includes roles that affect the revenues of the business. The term front office is in contrast to the term back office which refers to a company's
operations, personnel, accounting, payroll and financial departments which do not interact directly with customers.
• The front office receives information about the customers and will then pass this on to the correct department within the company. The front office can
also contact the marketing or sales department should the customers have questions. The company needs to give training to the front office
manager as this position will come in contact with customers the most.
• The most common work for the front office staff will be to get in touch with customers and help out internally in the office. Staff working at the front
office can also deal with simple tasks, such as printing and typing tasks and sorting emails. Although front office staff might only need to perform tasks
such as answering the phone, using the printer and fax machine, training is still needed on these tasks.
• Front office is related to a service delivery system, where employees engage with customers. It uses the parameter of labour intensity to figure out the
distinctive characteristics of a service.
• At hotels, front office refers to the front desk or reception area or the core operations department of the hotel. This would include the reception and
front desk, as well as reservations, sales and marketing, housekeeping and concierge. This is the place where guests go when they arrive at the hotel.
Employees working in the front office will confirm guest reservations and also attend to guest complaints and queries.
• The employees who work in the lobby of the hotel are also part of the front office as they deal with guest directly. The concierge, cashier, porter, and
mailing service are included in the front office. However, do take note some small hotel or motel reception may not operate in the evening to reduce
operation cost. Thus the hotel or motel will usually provide Night Reception Service via telephone for late check ins.
• The important area of Front office are a. Reception b. Information c. Cash
• In some sports, the front office usually gets in touch with the players and organizes activities for them. The front office staff is usually the person who
has the highest position in the sports team, who can control the whole team. [1]
•
 HOW IT WORKS

• The front desk is responsible for checking guests in and out, taking the reservations by phone and by e-mail and dealing with customer’s complaints
and problems. The people who work there have to communicate a lot, so they have to be polite, helpful, and fluent in foreign languages.
• As there can be very different clients, the reception worker will meet various situations during the day and must know how to solve them. The main
task of the front desk worker is to make the clients feel comfortable during their stay so they will choose the same hotel when they come back again.
• If you give the clients the impression that you enjoy your work - and enjoy dealing with them - it will make it much easier for the clients to feel
comfortable with you. and it will make it easier to you to establish a good relationship with them. If you look bored and uninterested your clients may
start feeling the same.
 WHY IS IT IMPORTANT

If You Smile Other People Will Smile Back!

• Responsible for handling front office reception and administration duties, including greeting guests and offering them a beverage, answering phones,
handling company inquiries, and sorting and distributing mail. Mail also schedule meetings and travel for executives.
• The term front desk is used in many hotels for an administrative department where a receptionist's duties also may include room reservations and
assignment, guest registration, cashier work, credit checks, key control as well as mail and message service. Such receptionists are often called front
desk clerks.
• Customer Service. Providing excellent customer service is one of the most important job duties of a front desk clerk. ... As a front desk clerk you
must strive to provide guests with the best experience possible and work to solve problems quickly rather than have a guest leave with a bad
impression of the company.
 ITS QUALITIES AND COMFORTS

10 Traits of a Great Front Desk Performer

• “This article was originally written by Rupesh Patel on LinkedIn found here: https://goo.gl/NL0YNF“
• Working the front of the house at a Hotel is a tough job. I know, I’ve had my share of working desk shifts. (remember doing 3 shifts in a row? – not
fun!). Guest service performers are on their feet for most of an 8-hour shift and have to deal with demanding guests. And many times, how they react
can make or break our hotel’s reputation.
• How do we know if the front desk person we just hired is the right fit for the job? Do they have Hotel experience? Did they come from another Hotel?
Are they bringing negative vibes or bad habits from their last job? In this article, I share the ten things that can make your front desk agents stand out.
• (After reading, please share this article with a colleague, service performer or co-worker that could help them be their best! – Thanks in advance for
Caring and Sharing 🙂)
• When guests arrive at our hotels, we only have a few minutes to make a great first impression. That said, a majority of this responsibility falls in the
hands of our front desk agents.
• These Hotel professionals set the tone of the entire experience that our guests will get from their stay. While there’s no such thing as the “perfect” front
desk performers (let’s be honest, we all have our weaknesses and make mistakes), we can cultivate traits, coach and train them to be awesome at
what they do.
• There are many things we can teach our teams, I narrowed it down to 10.
1. Empathetic and Caring. When guests approach the front desk to check in, they may be tired from their travels. They may be hungry. Guests might be
stressed and annoyed over traffic or airport delays. Here’s the perfect time to shine! Understanding how that guest is feeling and being empathetic can
provide comfort to guests as an overall experience factor.
Example: “Mr. Smith, I understand exactly how you feel. I am sorry that your flight was delayed. I am here to make sure that you have a pleasant stay
with us. Is there anything I can do for you right now? Can I offer you a complimentary beverage?”

2. Willing to Go Above and Beyond. As with all of our staff, guest service agents should be willing to go above and beyond his or her job description to
make your guests happy. No team member should think that the job only entails answering the phone and processing check-ins and check-outs.
Expert Tip: If you ever hear a staff member say “That’s not my job or duty”, they need to be trained and coached – Heavily! If this attitude persists,
they need to find another job…somewhere else!
Seriously, don’t allow these negative people to ruin your hotel’s reputation and make you lose money.

3. Ability to Anticipate Guests’ Needs. When guests arrive at the Hotel, our front desk performers should be able to “read” guests and anticipate their
needs. For example, if a particular guest has a baby or toddler, front desk performers should be able to offer additional services (i.e. a bottle warmer, milk
available 24/7, crib – if available) to make the guest’s stay more comfortable.

4. Engaging and Inquisitive. The ability to engage with guests and have meaningful conversations is very important to the success of any hotel
professional. A good front desk performer should be able to ask questions and probe how the hotel can deliver a great and personalized experience for
guests. An out-going team member cannot only drive revenues, they are able capture positive online reviews. (see how SmartGuest.com’s Review
Cards & VerifiedGuests – Online Platform tools can drive more reviews for your Hotel)

5. Calm, Composed. There are days when our Hotels are extremely busy and often stressful, especially during peak seasons. Imagine a front desk
performer losing his or her bearings during these times. It’s not beneficial for our Hotels and it’s definitely not good for guests. We need to develop an
inner Zen among our team members, so they remain calm and composed even when push comes to shove.
Expert Tip: Take a break!

6. Always Smiling. It’s true. The most genuine and warm smile can cure even the worst of days. A great front desk agent should be smiling 100% of the
time. Yes, I know that there are days when we don’t feel like smiling, but an awesome front desk member should be ready to come to work with a smile.
Learn more with “Your Million Dollar Smile”.
“Regardless of the type of business you are in, there is always an opportunity personalize the customer experience.”
– Shep Hyken
Customer Service Expert

7. Knowledgeable about the Local Area. When guests have questions about your hotel’s vicinity, they will probably approach the desk. As such, every
member of the front desk team should be knowledgeable enough to be able to answer these questions and make recommendations including where to
eat, where to shop, local hot spots, what to do, etc.
Expert Tip: Never Say- “I DON’T KNOW”! Instead say, “Mrs. Smith, please allow me to find this information for you.”

8. Resourceful. Anyone in the hotel industry should know, you must expect the unexpected. Guests have the most unusual request or circumstances
(i.e. a superstitious guest who won’t stay in a room with a number that adds up to 13). We have to train our desk staff to be extremely resourceful, to think
on their feet and think of creative solutions to different situations.

9. Energetic. Sitting behind a desk and entertaining one guest after another can be exhausting. However, a front desk agent cannot show signs of
tiredness or fatigue. Share tips on how they can keep their energy levels up throughout the day. We a need energetic and happy team.
Expert Tip: Don’t eat a heavy meal before shift. Sugar may be a short-term boost but may fade as the day goes on. Consume healthy snacks such as
fruits and veggies (I love carrot sticks).

10. A Great Ambassador for Hotel. Again, our service agents will most probably be the first and last person our guests will interact with. That said, these
professionals may very well be the “face of your hotel” to most guests. As such, whoever takes on this role should be a great ambassador from the hotel –
understands what we stand for and able to communicate this well to guests. I see and speak with proud ambassadors on a weekly basis… Does your
Hotel have some?
Not all front desk performers are created equal. At the same time, none of us were born to take on this task. We must groom our staff, instill these 10
traits in them, and watch them bloom into the best person they can be. There are millions of amazing and great agents in our industry. Make sure these
wonderful people are working at your hotel!
 WHO ARE YOUR HOTELS FRONT DESK PERFORMER OF THE MOMENT?

• Front desk assistants, also known as receptionists, are usually the first point of contact for anyone calling or visiting a business. They're typically
responsible for answering the phone, directing calls and greeting guests and may perform some administrative work, such as maintaining files or
spreadsheets.
• Front desk assistants, also known as receptionists, are usually the first point of contact for anyone calling or visiting a business. They're typically
responsible for answering the phone, directing calls and greeting guests and may perform some administrative work, such as maintaining files or
spreadsheets. While receptionists have become less common due to the automation of some office processes, they're still in demand in some
industries.
• Receptionists perform basic "gatekeeping" and administration duties, often while sitting in the primary entryway of an office or facility. Typical job
duties include:
• Answering the phone: While many companies have voicemail systems, some callers still prefer to connect with a human being. In some cases, a
caller may not know who they should be speaking to within an organization, particularly if their contact is no longer with the business. A receptionist
serves as a point person for directing these calls.
• Appointment setting: The receptionist may schedule and set appointments for executives and high-level managers.
• Greeting visitors: Receptionists greet visitors and notify employees that guests have arrived.
• Accepting deliveries: A receptionist may be tasked with accepting deliveries, including packages, certified and registered mail and communications
sent by courier.
• Administrative tasks: Some receptionists are responsible for administrative tasks, including maintaining files and spreadsheets or sending out
interoffice communications.
• Patient management: Receptionists who work in healthcare settings may provide patients with admissions forms and answer basic questions about
insurance coverage and payment options.
 INDUSTRY

Receptionists typically work in office environments that are well lit and climate controlled. Most work full-time, though the Bureau of Labour Statistics
notes that one in four reports working part-time. A receptionist can expect to work during an organization's regular business hours. While this often means
a 9-to-5 schedule, some organizations, such as hospitals and clinics, may be open during the evening or even overnight.
 JOB GROWTH TREND

Employment for receptionists is expected to grow by 9 percent between 2016 and 2026, according to the BLS. This average job growth will primarily be in
health care settings, as there will likely be an increased demand for these services. The demand for receptionists in other industries is expected to slow,
however, as voicemail systems, websites and other technical innovations will reduce the need for someone to answer phones and manage visitors in a
dedicated job role.
 SHOULD I BECOME A FRONT DESK CLERK?

Front desk clerks spend most of their time interacting with the public. Their duties vary by industry, but primary responsibilities include customer service
and some administrative work, such as word processing or data entry. They keep records, answer calls, handle customer complaints, and provide
information to guests and clients. These workers often perform their duties in comfortable office environments, but dealing with dissatisfied customers is
difficult. Many front desks are also open on weekends, evenings, and holidays, so clerks might be expected to work these hours.
Aspiring front desk clerks can usually find a job with just a high school diploma. Those who do pursue postsecondary education specialize in hospitality or
business. Experience is beneficial, but not required for this entry-level career. The U.S. Bureau of Labour Statistics reported a median annual salary for
receptionists and information clerks of $27,300 in 2015.
 10 Lessons I Learned at the Front Desk

1. The best way to keep your job is to keep your mouth shut.
2. Treating your regulars right = taking care of yourself.
3. No one believes that you accidentally started that porno.
4. When you are staying at a hotel, strip the sheets off the bed when you leave.
5. There is no point in yelling at the Front Desk clerk…EVER.
6. Don’t lie to the Front Desk. We know better.
7. You must hold your composure at all times.
8. Always tell the truth. And don’t be afraid to confront people.
9. If the owner likes you, you are set.
10. Network
11. This is a bonus.
 CONCLUSION

I am very obliged that this opportunity came to me and I got a chance to learn the insights of the office attire of a company and what roles are played by
different departments and portions of office.
I worked mostly on Front Office as it is my project topic and I had to go in depth of the topic to know and understand it.
I observed, researched, enquired, understood, learnt, did rough presentations and then gave it the final shape which is in the form of my project work.
I in spite of being from HR, my project has enhanced many insights of the admin department.
This project has given me the practical knowledge of organization structure and functioning’s.
It has greatly helped me to understand the attitude and behaviour of the employees across the levels.
The world is moving at very fast pace so to have a position for ourselves in this competitive era we too have to move at tremendous speed. Thus, finding
the right person for the right job profile is very essential.
There are two types of recruit decision, one decision to recruit an employee will not have been taken lightly and the other one may have gone through a
time consuming and expensive process to find the right person and in this process Personnel Selection Techniques plays a very important role.
The both ways are efficient to recruit candidates but the efficient way only results in finding the right candidates for the right job.
“Right selection process yields right candidate”.