Sector:
Accommodation
Overview:
The front desk or reception is essential to the success of a hotel. It is every guest’s first impression and is the ‘face’ of almost every aspect of the business.
If you’ve got personality, are friendly, courteous, confident and cheerful people, who genuinely enjoy interacting with guests and colleagues and resolving problems, then you’ll take to this work like a duck to water. Front office staff often have to ‘put out fires’, and much of the job satisfaction of this role is in knowing that you have turned a negative situation into a positive one.
The roles within front office depend on the size of the business but can include receptionists, reservations agents, front office manager, guest relations executives and concierges.
Find out more about working in Front Office
The Workplace:
Front office is the first port of call for clients. This means the workplace is constantly buzzing, with the phone ringing, clients coming in, colleagues needing information, etc.
At reception, while you’ll generally have a set desk or work area with a seat, you’ll usually be doing so many different tasks that you will be mostly on your feet. In reservations you’ll be more desk-based and in front office management there is an even mix of the two.
As front office staff are the face of the business, you’ll have to look good, i.e. be well-presented. They generally have an attractive uniform, which is handy enough if you find it difficult to decide what to wear in the morning!
Reception staff usually work in a 24-hour shift basis while reservations work normal office hours or shifts that only run into the evening and the front office manager works extended office hours.
The Career Path:
A receptionist checks guests in and out of accommodation, makes dinner and activity reservations, arranges transport and often gives guests advice on local activities and amenities. Working together with colleagues and external service providers, they also resolve any maintenance or other problems, ensuring smooth running of the hotel.
A receptionist must maintain calm and a smile at all times, even when clients are complaining, angry or distressed. In a team of several reception staff, there will be a senior receptionist to supervise and advise more junior colleagues.
Reservations agents receive bookings and allocate rooms, coordinating according to other bookings and events going on in the company at the same time. They look at the guest’s profile and when confirming the booking, ‘up-sell’ or suggest additional services that the guest might be interested in booking, e.g. golf, spa (offered by the company or by partners that the company has a commission arrangement with). They will also often work closely with Sales & Marketing to proactively market and sell rooms and services, liaising with tour operators and destination management companies.
The front office manager guides the front office team and gets involved with the service of VIPs, conference parties and other special customers. They are a valuable member of internal management because, as manager of the front office team, they are the key client contact and the clients are the revenue of the company. The role is highly visible and rewarding, as it is pivotal in the day-to-day running of the business. Thriving in this work hinges on a determination to make sure the business constantly improves how it serves its clients.