1.

) As a student studying about front office, the important skills and qualities a hotel or front office
agent must have is first, they should be skilled in communicating with guests. They should
remain a positive tone because it is what makes the guest feel welcomed and special. Also in
communicating, they should be attentive and fully understand what the guest wants to say to
avoid any misunderstandings. Second, they should be polite in every guest. Maintain a right
attitude when talking to the guest especially when they are tempered. Third, they should be
there to help guests in their concerns or problems. Coordinating with the guests makes their
experience better.
2.) In handling the guest’s complaint, the front office agent should always lend their ears and listen
to their concerns. They should know how to empathize the guests. Always stay calm and remain
a good attitude towards the guest. Show to the guest that you can help with their concerns and
do your best. To make sure some kind of complaint won’t happen again, remember and report
to the higher position