GROUP 1: INTRODUCTION TO FRONT OFFICE

Front Office

➢ refers to the department or team within a business or organization that is responsible for
managing customer interactions, handling inquiries, and providing administrative support. It
serves as the primary point of contact between the company and its clients or customers.

Importance

➢ The front office plays a crucial role in shaping customers’ first impressions and overall
experiences with the organization. It contributes significantly to customer satisfaction and
loyalty.

Role within the Organization

➢ The front office acts as the face of the company, representing its values, culture, and brand
image. It serves various functions, including reception, customer service, administrative support,
and sales support.

KEY FRONT OFFICE SKILLS

• Communication Skills

➢ The front office acts as the face of the company, representing its values, culture, and brand
image. It serves various functions, including reception, customer service, administrative support,
and sales support.

• Interpersonal Skills

➢ Front office personnel should possess strong interpersonal skills to build rapport with customers,
colleagues, and other stakeholders.

• Time Management

➢ Efficiently managing tasks, appointments, and priorities is crucial for maintaining productivity
and meeting customer needs.

• Problem-Solving Ability

➢ Front office staff should be adept at identifying and resolving issues or conflicts that may arise
during customer interactions.

• Technical Skills

➢ Proficiency in using office equipment, software applications, and relevant technology is

necessary for performing administrative tasks effectively.
FRONT OFFICE PROCEDURES:

• Greeting and Welcoming Guests

• Handling Inquiries and Reservations

• Managing Appointments and Schedules

• Processing Payments

• Dealing with Complaints and Conflicts

BEST PRACTICES:

• Professionalism and Courtesy

• Attention to Detail

• Confidentiality and Security

• Teamwork and Collaboration

• Continuous Improvement and Training

GROUP 2: TELEPHONE OPERATION

Telephone operator

➢ is a person who assists callers.

TELEPHONE OPERATOR’S WORK:

• Connecting calls

➢ In the early days of telephones, operators used switchboards to manually connect callers by
plugging and unplugging cords.

• Answering Calls

➢ Operators can answer questions about the company, products, or services, similar to a customer
service representative.

• Providing Information

➢ They may offer directory assistance, helping callers find phone numbers for individuals or
businesses.
• Transferring Calls

➢ They can connect callers to the appropriate department or person within an organization.

SIGNIFICANT ROLES IN TELEPHONE OPERATION:

• Personalized Touch

While online booking and communication are prevalent, phone calls offer a human touch that can be
crucial for building rapport with guests, especially for those seeking personalized service or with complex
inquiries.

• Assistance

Phone calls allow for real time communication and immediate problem-solving, which is valuable in
situations requiring immediate attention.

• Accessibility

Despite the rise of digital communication, not everyone is comfortable using online platforms or apps.

• Centralized Communication Hub

The telephone switchboard, often managed by operators, acts as a central hub for connecting guests
with various departments within the establishment, such as housekeeping, room service, or concierge.

• Information Dissemination

Operators can act as a source of information for guests, providing details about hotel amenities, local
attractions, or answering general inquiries, contributing to a smooth and informed guest experience.

SPECIFIC CODES THAT A TELEPHONE OPERATORS NEEDS TO KNOW:

• Region

• Company

• Technology

GENERAL CODES THAT A TELEPHONE OPERATORS MUST FAMILIARIZE:

• Emergency Numbers

• Information Services

• Internal Codes

• Feature Codes
GROUP 3: RESERVATION