Oscar Wilde said “There is never a second chance to make a good impression the first time”. This sentence captures the value and importance of one of the departments in hotels that deals with public relations: the front office. When we step into a hotel, shop or business, the first impression can determine the success or failure of our interactions with the guest and/or customer.
To fully understand the central role of this area, it is essential to think about the main activities carried out by those working there: reception, reservations, coordination between staff and departments, complaint handling and switchboard. Furthermore, especially in the luxury world, the front office is responsible for the guest and/or customer experience; it must ensure the satisfaction of those who come into contact with the establishment or company.
All these activities must be carried out in great balance, attention and harmony with each other and those who interact with this department must not notice or perceive any moments of insecurity, disharmony, confusion and frenzy.
Another aspect to be taken into consideration in order to understand the importance of those who carry out the profession of front office manager and/or receptionist, is to be aware that everything that happens in the front office determines consequences in every department of the establishment. Therefore, every single department is influenced by this area and every communication produced by this office must be punctual, precise and accurate in its details.
What are the main skills, apart from the technical ones, that a receptionist and a front office manager must possess? Let’s see them together, drawing on a study conducted by Indeed.
- Active listening: this competence makes the speaker feel respected and heard. For example, a front desk assistant working in a hotel uses active listening to help guests feel understood during a complaint.
- Attention to detail: this skill is crucial in dealing with senior management, departments, guests and customers. Indeed, paying attention to every single detail and moment spent in the hotel can make the experience unique and sensational. At the same time, sharing detailed information with management and other departments is crucial for internal balance and coordination.
- Planning: this is the fundamental skill for organising one’s own and others’ activities in the best possible way, respecting schedules, tasks and deadlines, especially in moments of stress with a high emotional impact, such as, for example, days with numerous Check ins.
- Stress management: working as a receptionist and front office manager entails many different responsibilities and activities that are often carried out simultaneously. Keeping a clear head and carrying out one’s tasks without being overwhelmed by what is happening in the establishment is one of the key skills for those working in this field.
- Problem solving: this competence is related to the ability to handle complaints. Knowing how to understand the problems and needs of one’s guests and clients, and being able to find the best solution for the person determines the overall satisfaction of those who spend their time in the facility.
- Teamwork: working in the front office means dealing with people from all departments, of different nationalities and seniorities. Knowing how to work in a team is essential, both to create a healthy and coordinated environment and to contribute to the success of your company.
Working in contact with the public is one of the most complex and challenging professions of our time. We are faced with social and human changes that have a strong impact on the emotional and behavioural sphere of each person. Knowing how to welcome and manage one’s profession in the front office has become today a mission and a sacred goal for hospitality and for every professional in this sector who lives this job work with passion, kindness and determination.
Martina Dalla Vedova
Marketing Manager
Hospite – The Italian Hospitality Academy