VARIOUS FUNCTIONS & RESPONSIBILITIES

OF FRONT DESK OFFICE

MILAN AMARNATH SINGH

ADM NO. HPGD/JL17/0516
SPECIALIZATION: HUMAN RESOURCES

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

pg. 1
 UNDERTAKING BY CANDIDATE

I declare that project work entitled “……………………………………

………………………………………………….” is my own work conducted
as part of my syllabus. I further declare that project work
presented has been prepared personally by me and it is not
sourced from any outside agency. I understand that, any
such malpractice will have very serious consequence and my
admission to the program will be cancelled without any
refund of fees.

I am also aware that, I may face legal action, if I follow such

malpractice.

__________________________ Signature of Candidate

pg. 2
 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.

pg. 3
 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

pg. 4
 TABLE
Sr.no. Topic Page No.

pg. 5
 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.

pg. 6
 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

pg. 7
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]

pg. 8
 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.

pg. 9
 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.

pg. 10
 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

pg. 11
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!

pg. 12
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

pg. 13
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.

pg. 14
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!

pg. 15
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.

pg. 16
 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.

pg. 17
 Education Requirements
Receptionists generally need a high school diploma or GED,
though some college or vocational school training may also
be helpful. Experience with common computer applications,
such as spreadsheet creators, may be helpful in finding a job.
In some businesses, fluency in a foreign language may also be
a strong asset. Those who work in medical offices may opt to
complete a medical assistant program and later obtain
certification as a medical office assistant.
As of May 2017, the median hourly wage for receptionists
was $13.65. This means that 50 percent of receptionists
made more than this amount and the other half made less.
The top 10 percent of earners made more than $19.65 and
the bottom 10 percent made less than $9.65.

pg. 18
 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.

pg. 19
 Years of Experience
Receptionists can expect to earn more as they gain work
experience, though the increase is relatively low compared to
other professions. A survey by PayScale.com showed the
following correlation between years on the job and
compensation:
 0-5 years: $25,000
 5-10 years: $28,000
 10-20 years: $29,000
 20+ years: $30,000

pg. 20
 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.

pg. 21
 CONCLUSION
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.

pg. 22
 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.

pg. 23
12 necessary and essential skills of front desk professionals
When people travel for any reason, their basic needs are the
same: a clean room and comfortable bed in which to sleep,
confidence in the safety of their accommodations, and
helpful, friendly front desk staff—from customer service
agents to the porters and concierge—who are courteous,
knowledgeable and proficient in their duties.
Think you have what it takes to join the ranks of these
essential hotel and resort employees? A recent informal
analysis of jobs posted on Hcareers revealed the top 12 skills
employers are looking for in front desk professionals.

12. Neat and Professional Appearance

The lobby may be the first thing a hotel guest sees when
checking in, but the front desk agent is the first person he or
she meets. These professionals are basically the face of the
establishment, and employers are looking for individuals who
will take pride in this roll and the representation of their
brand.

11. Speak Multiple Languages

Whether You’re Working the Desk at A Hotel In New York
City or Jackson Hole, You’re Likely to Encounter Visitors from
All Over the World. While Being Multilingual Isn’t Required
for Front Desk Positions at Most Hotels, It Is A Skill Many
Employers Value. If You’re Proficient in More Than One
Language, Make Sure You Mention This on Your Resume.

pg. 24
10. Lift and Carry 30 To 50 Pounds
Hotel porters help guests get their luggage to and from their
vehicles, taxis and their rooms. Even front desk agents may
occasionally need to assist a visitor with a heavy bag or
package. Though not all employers require candidates to
regularly lift and carry large loads, an ability to do so will be
seen as an asset by many.

9. Problem Solving Skills

Even the best hotel has disappointed guests from time to
time. For this reason, employers want to hire front desk
professionals who can think on their feet and solve problems
as they arise. Oftentimes, a prompt and courteous response
to a complaint can turn a potential bad review into a good
one—preserving a hotel’s valuable reputation.

8. Stamina to Stand for Long Periods

You won’t be spending much time sitting down if you’re
working as a front desk agent, porter or concierge. For most
of your day, you’ll need to be on your feet and assisting
guests with checking in and checking out, transporting
luggage and other activities. Sure, you can wear comfortable
(neat and professional) shoes, but you’ll need tireless leg and
core muscles as well.

7. Ability to Stay Calm Under Pressure

While it would be nice if you only needed to focus on one
thing at a time, most jobs for front desk professionals require
multitasking in a fast-paced environment. At any given
moment, you may need to answer the phone, greet a guest,
sign for a package and process a credit card transaction

pg. 25
simultaneously. Employers look for candidates who can do so
without losing their cool.

6. Organized and Detail Oriented

All that multitasking can lead to piles of paper and plenty of
mistakes if you’re not also organized and detail oriented. If
you want to work at the front desk, you should be able to
keep track of your progress on multiple tasks, maintain a
neat and tidy workspace, and complete complex processes
and procedures without errors.

5. Strong Interpersonal Skills

It takes a team to run a hotel, and you might not always see
eye to eye with everyone on it. If you’re applying for a front
desk position, make sure the employer knows that you are
skilled at functioning on a team and getting along with a
variety of different people.

4. Able to Work Flexible Schedule

Hotels and resorts are 24/7 businesses. Guests come and go
at all hours, and someone needs to be at the front desk to
help them. For the best chance at a front desk job, offer to
work whatever schedule is needed—be that early mornings,
late nights, weekends and/or holidays.

3. Guest Service
Without guests a hotel cannot stay in business. For this
reason, guest service is the third most in-demand skill
mentioned in front desk job postings on Hcareers. It includes
being pleasant and friendly, working efficiently and

pg. 26
accurately, solving problems and anything else necessary to
ensure a pleasant experience for hotel customers.

2. Effective Written and Verbal Communication

From responding to guest emails to writing down directions
to local attractions, there are many front desk duties that
require the ability to effectively communicate in written or
verbal form. If you’re after a front desk job, you need to
demonstrate this skill from your first contact with the
employer (resume) to the last (interview).

1. Computer Literacy
If you don’t know your way around the Microsoft Office suite
of software programs, you’re going to have difficulty landing
a front desk job. Nearly every posted position mentions basic
computer skills, and some have even more detailed
requirements. Candidates with experience using hotel
property management software are going to have the most
luck securing available jobs.

Front desk executive always helps in maintaining the office

decorum of a professional attitude in an office attire. I have a
strong a feeling that being impressive is the best way to
survive in the industry. The front desk executive is always
committed to doing extraordinary.

pg. 27
Here are a few reasons why your receptionist could
just be the most important person in your office.
1) First impressions:

Receptionists are often the first person and sometimes the

only person that people have contact with when getting in
touch with an organisation and their initial judgments of the
business are based on their experience with this individual.

First impressions are a driving force in business and

therefore your receptionist is extremely influential, as their
appearance, manners, knowledge and helpfulness reflect on
the entire company.

2) They’re resourceful:

They always seem to have the solution for problems that

crop up at the most inconvenient of times. A great
receptionist is able to think fast, solve complications, and
ensure that clients and customers feel that they’re in good
hands.

They can always handle tricky phone calls and make sure
that everyone’s schedules are on track, keeping on top of
everything that makes the business run smoothly.

3) They’re a Jack-of-all-trades:

You can rely on a receptionist for their flexibility and the

ability to adapt to new situations. Whereas most employees
in the office will focus on their own duties and do not

pg. 28
necessarily get involved in other areas of the company, the
receptionist interacts with people throughout the whole
organisation and will get involved in all departments.

They have a high awareness of the goings-on throughout the

business for this reason and are very knowledgeable about
the company, making them the ideal person for customers
to go to with questions.

4) They possess enviable organisation skills:

Thanks to our receptionists, other employees have the time

to get on with the work they are really there to do and is
the most valuable use of their time. Time managements is
one of their real strong points and receptionists are great at
juggling jobs and are also able to organise the duties of
other staff members too when necessary.

They always know where to find the documents, phone

numbers and email addresses you need without a second
thought and are always available to take messages and get
in touch with necessary individuals.

5) They’re great communicators:

Communication skills are their best asset and not only do

they have the ability to speak well and convey information
clearly, they’re also great listeners, and are always willing to
respond to clients’ needs and requests.

They know how to keep their calm when under pressure and
will never become flustered at several ringing phone lines,
email requests and people waiting at the front desk.

pg. 29
Twitter’s Receptionist Hall of Fame
View image on Twitter

Working the front of 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 agents are on their
feet for most of an 8hour 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 the right 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.

pg. 30
(After reading, please share this article with a
colleague, service agent or co-worker that could help
them be their best!)

When guests arrive at our hotels, we only have a few minutes

to make a great first impression. That said, 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 agent (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.

pg. 31
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 your lose
money.

3.Ability to Anticipate Guests’ Needs. When guests arrive at

the hotel, our agents should be able to “read” guests and
anticipate their needs. For example, if a particular guest has a
baby or toddler, front desk agent should be able to offer
additional services (i.e. a bottle warmer, milk available 24/7,

pg. 32
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 agent 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 agent 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. Read my recent article “Your Million Dollar
Smile”

pg. 33
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 maybe 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

pg. 34
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 agents 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!

He told us how to deal with getting walked and how to

effectively complain to the front desk. Now our** **former
front desk manager has returned with some helpful advice
for hotels and hoteliers.

Some of the most imaginative hotels (in terms of design and

amenities) are being developed around the world. From
underwater hotels to treetop hideaways, new properties are
pushing the boundaries of what a typical hotel experience
should feel like.

Not matter how much hotels innovate, there are still some
"basic" requirements that all properties should meet to make
their experiences both welcoming and comforting to guests.

pg. 35
Hoteliers and hotel employees: Pay close attention to
ensure your hotel can deliver on these expectations.

1. Cleanliness: This is an absolute must. Hotels, whether

we're talking about a Red Roof Inn or a Bulgari resort, need
to uphold the highest cleanliness standards, offering clean
public spaces, bathrooms, bedrooms, and amenities. While
it's an important initiative, recycling must not give way to a
lack of hygiene.

2. Adequate safety/security: For many, a hotel functions as a

home away from home. With that comes a hefty expectation
for the most diligent safety and security measures. Many
hotels now focus on providing personalized safety and
security measures for different guest profiles such as women,
children, and the elderly. Technology plays an increasingly
important role in providing better safety, but some guests
still place more importance on the human touch.

3. Internet: Guests at all types of hotels demand some level

of Internet service, but business hotels especially must offer
the highest level of connectivity and flexibility. At many
hotels, if not all, guests expect Internet access to be
complimentary—for some, free WIFI is as necessary as the air
we breathe.

4. Comfortable beds: At the end of the day, a hotel serves a

very basic need: It provides a place to rest your head, but
only if the bed is of good quality, clean, well maintained, and
well designed. It also needs to be well positioned in the room
to allow proper circulation. Some hotels take the liberty of

pg. 36
being creative with the pillow and blanket offerings, which is
great—as long as the guest feels comfortable with the
choices available to them.

5. Bathroom plumbing: The reason this is highlighted as

"plumbing" as opposed to just a "good shower" or "hot
water" is because this concerns the entire bathroom. Hot
water is of no use if it is just trickling down; lack of proper
water flow from the sink and toilet is a significant burden and
inconvenience to any guest. All guests should expect clear,
potable water; proper and continuous hot running water in
the shower; flowing water in the sink and toilet; and no leaks.

6. Attentive phone answering: Hotels typically have a

standard "answer the phone in three rings" policy;
unfortunately, this does not happen as often as we would
like. Sometimes the call is directed to an agent who does not
have the information, but is rather there just to answer the
phone…so on to another transfer! No matter what the hotel
classification, the property must assign a qualified agent who
is able to effectively and efficiently answer a guest’s
questions and concerns, and refer them to the appropriate
department only if absolutely necessary.

7. Lighting: This is a pretty big issue across a lot of hotels.

Most don’t offer adequate lighting in the hotel rooms, from
bathrooms to bedside lamps, and it's a hassle for guests
across the board. Improved lighting serves to enhance the
guestroom experience and provide a sense of security.

pg. 37
8. Aroma: Upon entering a hotel and the hotel room, the
smell of the property has a major impact on a traveller’s first
impressions. Guests are often sensitive to newly created
hotel "signature" scents or stale smells from carpets and
bathrooms, which can influence the guest’s perception of the
quality and cleanliness of a hotel.

9. Simple, tasty food: The availability of food and beverage

outlets varies based on the hotel service level. However,
certain things—such as a hot breakfast—are a basic offering
that really adds to a guest experience. Even budget hotels
could be conveniently located next to an all-day diner, which
caters to hotel guests. Access to a convenient and affordable
breakfast is turning from a plus to a must.

10. Check in/Check out: Nowadays, a front desk check-in and

-out experience is constantly evolving—from pod check-ins
to a personalized iPad check-in. While these advances are
exciting, hotels need to stay focused on certain elements of a
check-in/check-out process that really effect a guest stay.

A) Clear direction: Guests should know what to do or where

to go when they enter the hotel or visit the lobby.

B) Convenience: Whether it is an iPad or a front desk agent,

guests should have immediate access to a source that
handles their check-in/check-out and any billing issues
promptly.

C) Consistency: No matter what the process of interaction,

the hotel must be able to offer the exact same experience

pg. 38
every single time so that the guest develops a sense of
comfort and confidence with the hotel.

My final point, service, does not warrant a number because it

is the most basic requirement of any hospitality
establishment. A Sanskrit saying, "Atithi Devo Bhavah"
(meaning "the Guest is God") is perhaps a more pronounced
manta on how to treat guests. No matter what the hotel,
from a luxury Four Seasons to a budget Premier Inn, all
guests should expect a warm welcome, a friendly face,
attentive service, heartfelt thanks and know that the hotel is
their "home away from home."

pg. 39
What Does it Take to be a Top Front Office Hotel Manager
Today?
By: Jennifer C. Zamecki, CPBA, CPVA, CAIA, TriMetrix
It always has been a little confusing to figure out what exactly
makes a top-notch Front Office Hotel Manager. Well-Run
Concepts has been conducting research to quantify what is
needed in the position of Front Office Manager today by
defining these key areas:
Attributes: personal skills or competencies
Values: rewards and culture
Behaviors: how they do the job

We used a comprehensive, validated, step-by-step process

called the Trimetrix™ system to determine what is needed
for top performance. This article will summarize our findings
to date and here is what we found.
Attributes tells us if an individual can do the job by looking at
what personal skills or competencies are needed in the job of
Front Office Manager
The Top Seven Attributes are:

1. Self-Management: The ability to prioritize and complete

tasks in order to deliver desired outcomes within allotted
time frames.

 Independently pursues business objectives in an organized

and efficient manner
 Prioritizes activities as necessary to meet job
responsibilities
 Maintains required level of activity toward achieving goals
without direct supervision

pg. 40
 Minimizes work flow disruptions and time wasters to
complete high quality work within a specified time frame

2. Results Orientation: The ability to identify actions

necessary to complete tasks and obtain results.

 Maintains focus on goals

 Identifies and acts on removing potential obstacles to
successful goal attainment
 Implements thorough and effective plans and applies
appropriate resources to produce desired results
 Follows through on all commitments to achieve results

3. Customer Focus: A commitment to customer satisfaction.

 Consistently places a high value on customers and all

issues related to customers
 Objectively listens to, understands and represents
customer feedback
 Anticipates customer needs and develops appropriate
solutions
 Meets all promises and commitments made to customers

4. Personal Accountability: A measure of the capacity to be

answerable for personal actions.

 Accepts personal responsibility for the consequences of

personal actions
 Avoids placing unnecessary blame on others

pg. 41
 Maintains personal commitment to objectives regardless
of the success or failure of personal decisions
 Applies personal lessons learned from past failures to
moving forward in achieving future successes

5. Resiliency: The ability to quickly recover from adversity.

 Continues toward goals in the face of difficulty and

adversity
 Handles criticism and rejection from others with
objectivity
 Recovers quickly from personal setbacks
 Moves past unforeseen obstacles without unnecessary
delay

6. Teamwork: The ability to cooperate with others to meet

objectives.

 Discards personal agenda to cooperate with other team

members in meeting objectives
 Contributes positively and productively to team projects
 Builds and sustains a trust relationship with each member
of a team
 Supports other team members and team decisions

7. Self-Starting: The ability to initiate and sustain momentum

without external stimulation.

 Initiates relevant activities toward achieving business goals

pg. 42
 Independently completes projects and produces desired
results
 Requires little or no supervision to stay focused on
necessary activities

Values make up the next critical success factor needed,

which tells us why an individual will do the job or, in other
words, what rewards & cultures are they seeking on the job.

pg. 43
The Top Three Values are

1. Utilitarian/Economic

Rewards those who value practical accomplishments, results

and rewards for their investments of time, resources and
energy.

2. Individualistic/Political

Rewards those who value personal recognition, freedom, and

control over their own destiny and others.

3. Traditional/Regulatory

Rewards those who value traditions inherent in social

structure, rules, regulations and principles.

pg. 44
Behaviors tell us how an individual will perform the job. We
analysed which of the behaviours an individual should
possess to perform well in the job of Front Office Hotel
Manager. This is very important information to know in
understanding communication styles.
The Top Three Behaviors are:

1. Frequent Interaction with Others

The job requires a strong “people orientation”, versus a task

orientation. The job will comfortably deal with multiple
interruptions on a continual basis, always maintaining a
friendly interface with others.

2. Customer Orientation

The job demands a positive and constructive view of working

with others. There will be a high percentage of time spent in
listening to, understanding and successfully working with a
wide range of people from diverse backgrounds to achieve
“win-win” outcomes.

3. Versatility

The job calls for a high level of optimism and a “can do”
orientation. It will require multiple talents and a willingness
to adapt them to changing assignments as required.

Now that we have a clear picture of what the Front Office

Manager Job looks like, I would like to ask you this…

pg. 45
 If you are a Front Office Manager, do you have these
critical success factors mastered? If not, what’s your plan
to develop them?
 If you are a Hotel, how are you currently measuring the
talent in your Front Office Team today?
 Do they have the above-named attributes, values and
behaviours?
 If so, great! You are ahead of the competition!
 If not, how will you develop them or better yet, select
talent that already has it?

pg. 46
 Here are a few suggestions to get you started:

If you want to know for sure, then run a Personal Talent

Profile on yourself or your staff. Then match the results to
the benchmark of the Front Office Manager Job in this article.

If you have a unique culture in your company, you may want

to be more specific and run a Trimetrix™ job benchmark with
your own stakeholders. Then you can match your talent to
your unique culture.

Either way, if you are not assessing your talent now, how can
you meet the challenges of your evolving client’s needs?

pg. 47
How will you use the growth indicators to increase
revenue for the business? Give specific examples.

a. Prebooking-Offer incentives to rebook.

b. Prebooking-Call clients that are overdue.

c. Average Ticket-Upsell & Cross-sell between departments.

d. Client Retention-Mask the book to make sure there are no

gaps.

e. Productivity-Mask the book to make sure there are no

gaps.

f. FOV-Set FOV in service profile to ensure prebook prompt

appears at check-out.

pg. 48
2. What can you do to increase a revenue daily, weekly, and
monthly?

a. Daily:

i. Reduce gaps in the schedule.

ii. Use the pending list.

iii. Check email/Dem and force/web Openings

iv. Offer promotions through social media.

b. Weekly:

i. Call clients due in

ii. Call no-shows

iii. Call cancellations

iv. Call pending appointments

v. Call clients with points about to expire.

pg. 49
Front Desk Professionals and Customer Service

What tools in Millennium can you use to enhance the

customer experience?

a. Pending List to ensure clients gets appointments if an

opening appears.

b. Standing appointments to ensures clients get provider they

want, when they want

c. Non-request to have ability to move appointments if

request for a particular provider is made.

d. Millennium Go to rebook clients in the chair while

processing instead of at checkout.

e. User-Defined field to customize the client experience

f. Points and Rewards promotions.

g. Online Booking availability.

pg. 50
What are the best ways to deal with difficult clients?

a. LISTEN let them vent

b. Empathize with me.

c. Thank you for your feedback.

d. “Please give us the opportunity to make this right”

e. Put yourself in the client’s shoes.

f. Free goodie bags!

g. LEARN- Listen, Empathize, Acknowledge, React, Notify.

pg. 51
Front Office Budgeting
The most important long-term planning function

FOM is responsible for:

1. Forecasting Rooms Revenue.

 Use historical trend data

2. Estimating Expenses.

 Vary directly trend data.

 Payroll, laundry & supplies.

Forecasting Rooms Revenue

Forecasted Annual Rooms Revenue

Rooms Available * Occupancy Percentage* Average Daily

Rate

Rooms Available = Total Rooms*365 Days

Forecasting Rooms Revenue Example

100 Room Hotel

100*365 days=36500 Rooms Available

75% Occupancy Percentage= .75

$50 Average Daily Rates

36500*.75*$50=$1,368.750

pg. 52
Room Forecasting

Ten Day Forecast

 Done by FOM and reservations Manager

House Count

 Expected number of Guests in the hotel

 Divided into group and non-group.

Three Day Forecast

 Updated with current information

 Identifies changes in staffing needs.

pg. 53
Forecasting Room Availability
The most important short-term planning function

Hotel Occupancy History

 The past few months and last year at this time

Reservation Trends

 How far in advance are reservations being made?

Scheduled Events

 City wide conventions; sporting events, etc.

Group Profiles

 Pickup history

pg. 54
 Forecasting Data
No-Shows

 Expected guests who did not arrive.

Walk-Ins

 Guests without reservations.

Overstays

 Guests who stay beyond their departure date.

Under stays

 Guests who check out before departure date.

Percentage of No-Shows

Number of Room No-Shows/Number of Room Reservations

Purpose:

 Helps front office managers decide when (and if) to sell

rooms to walk in.

Percentage of Walk-Ins

Number of Room Walk-Ins/Total Number of Room Arrivals

Purpose:

 Helps front office managers know how many walk-ins to

expect.

pg. 55
Percentage of Overstays

Number of Overstay Rooms/Number of Expected Check-Outs

Purpose:

 Alerts front office managers to potential problems when

rooms have been reserved for arriving guests.

Percentage of Under stays

Number of Under stays Rooms/Number of Expected Check -

Outs

Purpose:

 Alerts front office manager to additional room

availability.
 20% of hotels charge under stay guests.
Rooms Availability Formula
Total number of Guestrooms

-Out of order rooms

-Stayovers
-Reservations

+Reservations*no-show percentage

+Under stays
-overstays

pg. 56
= Number of Rooms Available for Sale

Establishing Room Rates

Marketing Positioning Statement

Room rates reflect service expectations to the hotel's target

markets.

1. Market Condition Approach

2. Rule-of-thumb Approach

3. Hubbert Formula Approach

1.Market Condition Approach

Common sense approach

Often used, but has many problems

Base room rates on your competitions' rates.

Doesn't take into account new properties and construction

costs.

Allows the local market to determine the rate.

pg. 57
2.Rule-of thumb Approach

Sets the minimum average room rate at $1 for each $1,000 of

construction & furnishing costs per room.

Construction & furnishing costs per room.

Assumes 70% occupancy.

$125,000 in construction and furnishings-$125 room rate.

Doesn't take inflation into account.

Doesn't include other hotel services.

Average per-room cost for hotel development:

Segment Per-room cost

Budget/Economy $52,800

Midsale w/o $85,600

Midsale with F&B $103,100

Full service $165,900

Luxury/Resorts $516,300

3. Hubbert Formula Approach

Bottom-up approach

Begin with desired profit based upon expected Return on

Investment (ROI).

pg. 58
Calculate pre-tax profits, fixed charge, management fees, &
operating expenses.

Estimate other departmental income.

Determine the required rooms department income.

Add expenses to get rooms department revenue.

Average Room Rate= Rooms Department/ Expected Number

of Rooms Sold

Sets a "Target" Average Price

Let’s you determine if your target is too high

You may have to finance the difference

Evaluating Front Office Operations

Occupancy Percentage

The most commonly used operating ratio.

Average Daily Rate (ADR)

Average of all room types and rates.

Revenue per Available Room (RevPAR)

Measures revenue capabilities of hotel.

Occupancy percentage

pg. 59
What does rooms occupied include?

Rooms sold + comp rooms

What does rooms available include?

Use the rooms availability formula

2001=59.20%

Occupancy Percentage Example

Number of Rooms Occupied/Number of Rooms Available

Sold 95 rooms with 5 comps

150 room Hotel with 25 out of order

95+5=100/150-25=125 = 80%

pg. 60
 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

pg. 61
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”.

pg. 62
 BIBLIOGRAPHY
 Twitter

 https://goo.gl/NL0YNF“

 Shep Hyken
Customer Service Expert

 Jennifer C. Zamecki, CPBA, CPVA, CAIA, TriMetrix

 Market Condition Approach

 Rule-of-thumb Approach

 Hubbert Formula Approach

pg. 63