The front office in a hospitality industry denotes the department that often comes into contact with the facilities clientele. The front office department has the responsibilities of receiving visitors and according services to them. Personnel that operate at the front office are referred to as receptionists or customer care-takers. The nature of their work is so much dependent on the moods since they deal with guests who come from diverse backgrounds and who have different emotions depending on their personal encounters. The attendants of the front office, therefore, need to battle with these dynamics by putting on a smiley face that would obviously excite or calm down the guests who may be heartbroken, disappointed, or worked up in some way. This essay discusses the belief that all we need at the front office is ‘happy smiley faces’. To do this effectively, the essay analyses why smiley faces are often deemed as core to the front office, the role of the front office in hospitality industry. Also, the essay examines the link between quality service and customer care.More info about it you can find in high quality essays .
Why Smiley Faces Are Necessary at the Front Office
The argument ‘all we need at the front office is happy smiley faces ’is plausible for the understated reasons. First, since the face is like a work of art, it represents the condition of the entire body. The face is the identity of an individual that is why without it, it would be literally cumbersome to identify and/or differentiate persons. Therefore, in the case of the front office, the face displayed by the receptionist is quite significant to the clients. From it they can read the state of affairs in the entire establishment and can feel welcome or unwelcome from the word go. When guests are received cordially, their sense of security is heightened and they will even wish to prolong their stay because of that fact. They will also develop unquestionable confidence in the facility ridding them of unnecessary fears and anxiety. This gives them value for their money.
In addition, ‘happy smiley faces’ in the front office attract and sustain customers. Every person likes being treated well and being appreciated, especially in a strange place. Once they have been treated like this, it will leave a lasting impression on the customers that whenever they think of touring the place, they will think of booked that particular hotel. Also, in case they are asked by friends about the convenient place to tour, their recommendation will depend solely on the impression they first held about the hotel and the manner in which guests are treated even without mentioning the sophistication of the facility itself. It is, therefore, equivalent to a marketing strategy of the hotel.
Furthermore, the etiquette practiced at the reception is what literally determines the continuity and the expansion of the organization. Whether the financial stability of the management is unshakable, the mistakes made at the front office are enough to bring down the hotel in a blink of an eye. For instance, if they are treated with some kind of hostility and contempt, guests may quickly seek to relocate even if it means forfeiting what they have already paid for. The essence of their visit to the hotel is always to get some comfort and fulfilment, which is why they had to leave their own homes and pass by many different places only to opt for the hotel. The management should, therefore, ensure that comfort is granted at all times they are hosting guests and this begins with the customer services at the front office. Apart from that, good reception is in itself a big relieve from one’s perturbing issues related with the journey and the mission for which they are out to accomplish. Guests like to be handled by cheerful personnel whose smiles will put them at ease.
The Role of the Front Office in Hospitality Industry
Contrary to the belief that ‘all we need at the front office is happy smiley faces’, the staff at the front office also need to capture a high sense of grooming; ranging from clean and neatly pressed uniform, well braided hair for ladies, manicured nails, a soft fragrance perfume and moderate jewellery. This has to be maintained at all times as they are the ones who are constantly exposed to guests before any other personnel; hence, their good image is imperative for the entire establishment.
Furthermore, receptionists should have self confidence. This is very crucial as they meet guest from different countries, statuses and cultures and should, therefore, be very composed and comfortable serving them. Low self confidence may ultimately put the image of the entire establishment to question. Besides, front office staff ought to possess elaborate communication skills and, if possible, they should even be multilingual. This will save the organization from having to hire staff with proficiency in different languages to serve guests from different countries with unique languages. To add on that, they should practice diplomacy at all times to help defuse explosive moments. For instance, where a guest may pick a quarrel over some irregularities in bookings, the staff at the front office should demonstrate high diplomacy in pacifying him other than lashing at him and causing an unnecessary scene.
The strong memory of the front office staff is more significant. Where possible the receptionist should master the names of guests and call them by their names whenever they are on site. This is an effective way to flatter and personalize the guests’ experience making them feel more welcome. However, that should be done in moderation alongside the rules of decorum so that guests do not feel offended.
Additionally, a good receptionist is calm at all times, despite the busy demands that characterize the front office. As a nerve centre of the establishment, they come into contact with guests all the time and therefore, their chances to be under stress are very high. They should, therefore, possess high degree of tolerance for work pressure and be calm and composed at all times, especially when dealing with guests who are difficult to unnerve.
Link between Quality Service and Customer Care
In spite of the significance attached to the front office in a hotel establishment, other departments are equally instrumental in the progress of the entire establishment as they make certain the guests’ expectations to the full extent. This is done by ensuring quality services ranging from meals, hygiene of the rooms, aesthetic appearance, and water and sewerage system, among others.
In addition, they are always sensitive to what the guests may desire and will go out of their way to avail even if it is not within the establishment. This makes guests feel cared for and hence, increase their chances for coming again or even recommending the hotel to other guests. Apart from that, the establishment should have developed the procedures to deliver guests and their belongings to and from the terminals. This also rids them of the trouble of having to make subsequent arrangements for transport once they have landed or when they wish to take off. It works best not just for the guests, but for the establishment as well, for it attracts more guests to the hotel.
Similarly, the establishment should occasionally organize trainings and refresher courses to empower their staff with new skills in their areas of operation. This will ensure that the personnel are up to date with the dynamic demands of the industry, which come with the changing times. Failure to do this would make some staff obsolete and this may scare away guests who may find the style in which services are rendered repugnant. For instance, if the booking in officer was initially trained at typewriting, they would need to update their skills with computer knowledge given that typewriters have been replaced with computer systems all over the world.
Finally, the management should have an elaborate system of evaluating and modifying service delivery systems in the establishment. This could also entail feedback from the guests which should be administered through the suggestion boxes. Such suggestions enable the management to rectify certain conditions or introduce other vital services as a way of making the hotel relevant to the guests.
Smiley faces are very significant at the front office since they portray the good image of the entire establishment. They act as attraction that maintains the interest of guest who wants to come back and/or even come with some friends of theirs. However, a smiley face is not the only component of the establishment and therefore, in its totality cannot guarantee adequate satisfaction to the guest without other factors combined. Other than customer care services, the guest’s focal point is the quality of the services that he/she will be entitled to by other departments. It is, therefore, quite misleading to stick to the belief that ‘all we need at the front office is happy smiley faces’. Happy smiles are important but other attributes that equally matter in ensuring quality services to the guests should not be ignore. Overlooking this fact and holding to the belief is quite detrimental to the hotel’s existence since guests also know what they expect at the hotel despite the manner in which they are received at the reception. In case their expectations are not met, their withdrawal from the hotel cannot be premeditated. I, therefore, totally disagree with this belief.
