Front Office

[Name of the Institute]

Front Office

Introduction

The Front desk operations in any industry are responsible for interacting with the customers. They are the most important facet of the company, as they represent the public image of the entire organization (Bardi, 2003). It has the primary function of meeting with the guests and developing a positive rapport. If the guests do not feel comfortable or welcome by the employee at the front desk, their entire stay at the hotel will be adversely affected. It is important to hire individuals with exceptional people skills, and sociable personalities at the front desk position; as they have the responsibility of making the guests feel satisfied. The first impression is critical in any form of business, as it is the basis for the future transactions with the client.

Once the customer forms a negative initial attitude, he will curtail any future business transactions with the organization. This point becomes even more significant in the hotel business, because hospitality is the crucial function in this industry. The clients will only go to an hotel, if they have had a previous satisfied experience or through the referral from friends and relatives. Hence it is the core responsibility of the front desk staff to form a positive initial impression, and satisfy all of the customer queries. Hotels have to recognize the significance of hiring qualified staff for the front desk.

Discussion

Key Responsibilities

The front desk staff has to perform a variety of activities in order to adequately facilitate the customer, these roles includes; reception, reservation, concierge and phone service system. The receptionist has the crucial responsibility of maintaining the initial contact with the customers as they enter the hotel establishment. As well as maintaining a cordial relation with the customers they have a versatile role, where they must perform multitasking ...