First Impression is the Last Impression – Front Desk

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Front office/reception is the first place where guests/customers arrive and come in touch with the staff. Front office/reception is the mirror of a hotel. The function of the front office is to directly get in touch with customers. The front office can discover more information about the customer by asking them questions and give answer ask by guest/customer also helping the customers out. Broadly speaking, front office includes roles that affect the right side (revenues) of trading statement of the business.

The front office receives information about the customers then will pass onto the other department of the company. The front office can also contact with marketing and sales department when the customers have questions on it. The company needs to give training to the front office manager because this position will contact with customers the most.

Staff working in the front office can also deal with simple tasks, such as sorting emails and helping on printing and typing tasks. Front office staff need to use different skills on technologies too, such as using the printers, fax machines and phone. This is the reason why training is needed before the staffs started to work, although some might only be simple tasks. The most common work for the front office worker will be a mix of getting in touch with customers and also helping out internally in the office.

Front office/reception is related to Service Delivery System, where employees engage with consumers/customers. It uses the parameter of labor intensity to figure out the distinctive characteristics of a service.

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