TLE 8

S E R VI C E S
N T O FF IC E
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 1. WHAT IS AN OFFICE SERVICES?
2. WHAT IS A FRONT OFFICE?
3. WHY IS IT CALLED FRONT OFFICE?
4. WHAT ARE THE FIVE SECTIONS OF FRONT OFFICE?
5. WHAT ARE THE TOOLS AND PHARAFERNALIAS
USED IN FRONT OFFICE SERVICES?
FIND THE MAGIC WORD AND GIVE ITS DEFINITION
ALL ABOUT FRONT OFFICE SERVICES
JUMBLED WORDS MAGIC WORD DEFINITION
1. HISOILTAPTY
2. HTEOL
3. REPIETCON
4. AHRDAZ
5. LOUAYT
FRONT OFFICE

• The front office represents the customer-facing division of a firm. For example, customer
service, sales, and industry experts who provide advisory services are considered part of a
firm's front office operations.
FRONT OFFICE

* The term 10. "front office" originally emerged in the law enforcement field in the early 20th century. Those convicted of
crimes or engaged in criminal activity sometimes referred to the main police office or the main detective bureau as the "front
office" because it was the highest law enforcement establishment in a local area. By the 12. 1930s, the meaning of the term
front office had evolved and was mainly used to the most critical staffers in a company, such as management and executives
WHY IS IT CALLED FRONT OFFICE?

The term "front office" or 9."front of the house" are the people who interact with
customers, vendors and in general the public. So the front office are the people who directly
interact with other teams' management, the fans and other business considerations
 S OF
FUN C TI ON
S E R VI C E S
N T O FF IC E
F RO
The function of front office is to directly get in touch

with customers, and is usually the first place that

customers get to when they arrive to the company. The

front office can discover more information about the

customer by asking them questions, also helping the

customers out.
 N T O F F IC E
T YP E S F RO
IC E S / J O B S
S E R V
5.HOTEL RECEPTIONIST
• Hotel receptionists are professionals who work in the hospitality
industry and are responsible for providing help and accommodation for
hotel guests.
• Some of their primary duties can include using computer programs to
check guests in and out, help resolve guests' issues and provide
directions to guests' rooms.
• Other responsibilities include asking guests about their stay and the
services provided, and for feedback on how they can improve.
• Hotel receptionists can use their interpersonal skills to make the guests
8.RECEPTIONIST
•  Receptionists manage the front desk of an office or business.

• Their duties can include scheduling meetings and appointments for clients,
colleagues and managers, greeting clients or customers when they enter the
building and entering customer or clients' information into the company
database.
• Some of their other tasks may include answering and transferring phone calls
and emails, managing office records and documents, and maintaining an
updated filing system for their managers and colleagues to use with ease.
• Additionally, they may arrange travel details for colleagues or managers
6.APPOINTMENT COORDINATOR
• Appointment coordinators work in a corporate setting and are responsible for
managing calendars and agendas for their managers and colleagues.
• They work to ensure the organization runs efficiently and assist in meeting set
goals. Some of their primary duties include scheduling appointments,
organizing travel accommodations and details, and booking venues for
meetings on behalf of their managers and colleagues.
• Professionals in this role may also report to the company's stakeholders to
inform them about the company's projects, including the deadlines and any
challenges the team may have encountered while working on the project.
7.SCHEDULING COORDINATOR
• Scheduling coordinators handle the scheduling, updating and maintaining of
meetings and events for their organization.
• Their key tasks can include scheduling meetings, work shifts and project
deadlines into the company's system for their managers and colleagues to
view, which helps the company's operations run efficiently.
• Professionals in this role can use their organisational and time management
skills to track employee data and plan appointments around work schedules.
They may also complete administrative tasks, such as answering phone calls
and email and maintaining the stock of office supplies.
2. OFFICE CLERK
• An office clerk performs administrative tasks, although specific duties may
vary depending on your employer and industry.
• The general key responsibilities of an individual in this role can include
maintaining bookkeeping, updating banking transactions and preparing
meeting agendas for their managers.
• Their other responsibilities with meetings involve them attending the
meetings, taking notes and keeping track of the meeting duration.
Professionals in this role can also undertake general office duties, such as
answering phone calls, using the fax and copy machines and communicating
3.FRONT DESK CLERK/NIGHT AUDITOR
• Front desk clerks and night auditors manage the front desk at night, often in
the hospitality industry.
• They are the first point of contact for hotel guests when checking in to their
rooms while providing guests with relevant information about the hotel, their
stay and the local area.
• Their key duties include auditing and balancing the hotel reports from the
previous day's shift and ensuring they've completed all closing tasks for the
day. Professionals in this role are also responsible for creating guest invoices
and collecting guest payments.
4.SECRETARY
• A secretary performs administrative tasks, which can vary depending on their
employer and industry.
• Their main tasks can include answering phone calls, replying to emails and
scheduling appointments.
• Individuals in this role may have other responsibilities, including managing
customer files and other important office documents, assisting visitors or
clients in navigating through the building and supervising new colleagues.
Managers may also ask secretaries to attend meetings to record notes and
listen to new updates or changes within the company. They can provide their
notes to their managers or brief other professionals if they missed the
1. OFFICE COORDINATOR
• An office coordinator is a professional responsible for performing many
administrative and customer service tasks.
• Some of their primary duties include answering and transferring phone calls,
greeting and making customers or clients feel comfortable in the office space
and monitoring and ordering refills of office supplies.
• People in this role can also schedule meetings in the office, book event
spacing outside the office and submit work orders to help maintain the
functionality of the office space.
• Office coordinators use their organizational skills to help the office operate
efficiently, which can include contacting outside vendors as needed
 D O N ’T S IN
DO ’ S A ND
N T O F F I CE
FR O
DO’S IN FRONT OFFICE
• Establish Eye contact while speaking to guest.
• Greet everybody you meet and see, with a smile.
• Address guests and team mates by name at all
possible opportunity.
• When guest ask for direction always guide the way.
• Never tell a guest that you are tired, working long
hours or want go home.
DO’S IN FRONT OFFICE
• Maintain your work area -keep it clean.
• Pick up any debris.
• Do a follow up on anything you do for a guest by contacting
them personally.
• Listen to guest complaints / requests carefully if required
pen down the details but never contradict or interrupt
• Never discriminate against any people, regardless of
nationality, race, religion, color, sex or appearance, Give
equal treatment for all.
DO’NTS IN FRONT OFFICE
• Do NOT insult the guest.
• Do NOT make promises that exceed your authority.
• Don't Argue with the guest.
• Always stay calm.
• Avoid responding with hostility and defensiveness.
• Don't promise the impossible, instead offer alternate
choice.