Institute of Hotel Management & Catering Technology, Mumbai

DUTIES AND RESPOSIBILITIES

& PERSONALITY TRAITS
OF FRONT OFFICE PERSONNEL

DUTIES & RESPONSIBILITIES

1) Front Office Manager

Time Management:
One of the most important functions of the Front Office Manager is Time Management.
The nature of the Front Office job is such that he is almost always crowded with various
jobs and he often loses control over his time. He should be able to match the job needs
to time available for effective and efficient performance. Time is a unique resource (24
hrs a day) and in highly perishable resources and its supply can’t be increased. For
maximum utility, the manager should first understand how he is utilizing his time
currently and then decide how he should spend his time.

Further, he should be able to identify the wastage of time that he is doing currently. He
should then master his time wasters. After this, he should make a new plan of action

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 1 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

and then make sure he follows that. He should be able to fix the priorities of the job. For
proper analyses, he should keep a record of the time spent on tasks and daily/weekly
time spent on them and for this; he should prepare a work distribution chart for each
task. He should identify key result areas of his job for effective performance. Assess the
desirable time against each activity and note in the work distribution chart. The activities
showing a wide difference between actual and desirable are possibly time problem
areas of the manager. Further, he should understand that some of the time-wasters are:
1) Interruptions
2) Meetings
3) Crisis Management
4) Lack of objectives, priorities, and deadlines
5) Personal disorganization,
6) Ineffective delegation
7) Indecision and procrastination
8) Complicated procedure and
9) Commuting etc.

The strategies for Time Management include and means

1. Increase your discretionary time
2. Be time conscious
3. Plan days work
4. Hold priority meetings
5. Have prime time for “A’ class jobs
6. Fragment workday
7. Do one job at one time
8. Say frank No if need be
9. Use time-saving equipment
10. Delegate work
11. Develop self
12. Keep a diary etc.

Further making a daily plan of action is important by outlining work for the next day at
the end of each day. Listing all activities for the next day under the ABC category as per
the urgency and importance of the job. List activities that should be carried out and
timed at which they can be best done. It is important to make flexible plans to fit in
emergencies. Next, follow the plan and at the same time review the plan from time to
time for any changes and improvements. Here it is important to note that as per
scientific deductions normally a person works only for 16 years and 8 months in a span
of 70 years of age and hence time management is very important.

In addition to this job description of a front office manager include the following:
● Directs and coordinates the activities of the front office department which includes
room reservations, guest room assignments, mail, and information.
● Reports to the management ‘(either manager or executive assistant WW) and is
wholly responsible to him for the daily functions of the front office.

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 2 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

● Maintains and/or develops applicable operation procedures involving both

convention and non-convention reservations, controlling of open and closed dates,
availability and condition of rooms and suites, guest arrival patterns, control of keys,
receipt, and flow of mail and messages to ensure efficient methods and liaison
between department sections and shifts.
● Must understand the functions of, and be able to cooperate with closely related
departments such as front office cashiers, assistant manager, credit, sales,
housekeeping, service, and inter-hotel reservations.
● Meets with executive management and supervisors from these and other
departments at regular intervals to plan and coordinate hotel housing activity.
● Works closely with various convention group secretaries to aid their planning of
arrival and guest housing.
● Meets with individual guests or convention group representatives on problems of
room assignment, price, and location.
● Prepares reports to the management and other supervision relative to anticipated
rooms occupancy, reservation pattern, expected check-in, and out.
● Responsible, along with the personnel department, for the employment and training
of staff.
● Aids and promotes in carrying out hotel-employee relation policies such as courtesy
program, work performance records, vacations, etc.

2) Assistant Front Office Manager

● Assists front office manager in supervising and coordinating the day to day
operations of the front office staff and resolves internal problems.
● Coordinates staffing of mail and information and reservation clerks with their
supervisors.
● Arranges schedules of room salespeople.
● Liaises with the sales department for present and future convention and group
bookings.
● Corresponds with future guests and blocks suites and special requests for large
conventions.
● Deals with problems arising from guest complaints and reservation and room
assignment activities.
● Interviews and hires applicants.
● Responsible also for any miscellaneous duties assigned by the front office manager.
● Assumes the responsibilities of the front office manager upon his absence.

3) Reservation Manager/Assistant Manager Reservation

● Supervises and answers inquiries of reservations agents.
● Arrange schedules of reservations agents.
● Maintains close liaison with secretaries of major companies that do business with
the hotel. Frequently called upon to entertain these secretaries.
● Types and processes reservation requests received by phone, telegraph, a letter at Is
responsible for accurate and effective handling of reservation tally sheet.

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 3 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

● Advises and informs the front office manager or assistant on the duty of a significant
increase or decrease of reservation tally, which could affect the hotel’s open or close
status.
● Types and files reservation slips. Types confirmation slips.
● Trains new agents in all aspects of the above.
● Supervises and coordinates activities of filing clerks.
● Opens and routes all mail addressed to the front office. Timestamps all
correspondence.
● Marks mail to emphasize important points for reservation typists.
● Keeps a record of all reservations and makes a monthly room nights report; in
addition, prepares a half-year report of all accounts and their respective production.

4) Lobby Manager
● Schedules the duty roster and determines justification for manpower strength.
● Handles guest complaints, and ensures that the front office has good relations with
all departments. Coordinates with various departments for effective guest handling.
● Coordinates with the front office (reception and information) to facilitate rooming
and departure of guests and front office cash (to allow credits).
● Does liaison between the travel counter, airlines regarding arrival and departure of
flights. Takes constant rounds at night of all operating areas to ensure smooth
functioning.
● Passes credit bills in the absence of assistant front office manager.
● Trains all staff under him, and trainees as well.
● Coordinates with the security and ensures that no unwanted happening takes place
in the hotel.
● Attends general manager’s meetings.
● Completely responsible for all going-on in the lobby, and operating public areas and
rooms at night as well.

5) Front Office Assistants

(i) Reservation Assistants
● Courteously and promptly handle all reservations on phone, by mail, telex cable,
and computer, etc.
● Up-date the reservation register/records in order to have an updated inventory
of room availability. (Receive and store information).
● Types out advance reservation slips and maintains reservation racks and
correspondence tiles and in case of computers updates information in
computers.
● Carry out amendments and cancellations intelligently and accurately.
● Keep the availability status chart updated.
● Display reservation position on “Flash Board”.
● Check on reservation stationery and keep a satisfactory par stock if the same.

(ii) Receptionist/ Registration Assistants

The friendly welcome given by the receptionist to a guest changes an impersonal
hotel building into a friendly and homely place and is unfriendly. A hostile and

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 4 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

indifferent attitude may convert the guest’s experience into an unpleasant and
uncomfortable stay. If the front office is the hub of the hotel then the receptionist is
aptly called the person who keeps this hotel world moving.
● Be informed on daily room status. Have detailed information regarding arrivals,
their room requirements, and expected departures of the day.
● Check up VIP’s reservations and issue VIP amenities, a voucher for fruits and
flower beverages, etc. and any other special requests.
● Prepares all records connected with pre-registration for VIP, invalids and old
people
● Handle group/crew registration as per laid down procedures as well as FIT.
● Maintain a satisfactory part of all registration of stationery.
● Room all arrivals using arrival errand cards.
● Constantly update the room rack/information rack.
● Type out permanent arrival slip after registering guests and slot in racks.
● Open out the guest folio without delay and transmit it to the front office cashier
himself or send the GR. card to cashier for opening the guest folio.
● Maintain room fates absolutely current and up-to-date.
● Prepare room discrepancy report and ensure a double-check through lobby
attendant Work closely with information assistants.
● Give all departure rooms to housekeeping promptly. Take all cleared rooms
promptly from housekeeping.
● Take room reports/occupancy statistics and maintain an inventory of rooms.
● Receive and greet the guest. The friendly welcome given by the receptionist to a
guest changes an impersonal hotel building into a friendly and homely place,
while his unfriendly, hostile and indifferent attitude may convert the guest
experience into an unpleasant and uncomfortable stay. If the Front Office is the
‘Hub’ of the hotel then the receptionist can be aptly called the person who keeps
the hotel world moving.
● Sell higher priced rooms and other hotel facilities through trained salesmanship
and assign rooms.
● Help room service and telephone departmentally to racks.
● Handle scanty baggage diligently.
● Know colour codes used in reception.
● Know room history, namely location, kind, rate, theme, if any, and the view each
room commands.
● Set up and post the guest accounts in small hotels.
● Deal with cash, credit cards, and checkouts and perform cashiers function in a
small hotel.
● Provide safekeeping for guest valuables.
● Deal with complaints and emergencies.

(iii) Information Assistants

● Distribute room keys to registered guests in the hotel when the arrival errand
card is presented.
● Answer incoming calls for guests and report all messages.

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 5 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

● Handle all guest mail, information, parcels, telegrams as per laid down
procedures Answer queries on house facilities and places of tourist interest.
● Keep information aids like time-table, road maps, hotel guide, etc.
● Help in paying guests.
● Receive and give information.
● Maintain log for guest and staff information.
● Maintain guest racks alphabetically.
● Sell hotel facilities through trained salesmanship.
● Sign departure errand cards in acknowledgment of receipt of room key from a
departing guest.
● Report keys not retrieved or lost to the front office manager at once.
● Maintain close contacts with housekeeping, engineering, lobby, food and
beverages, and other coordinating departments.

Job Qualifications for above-mentioned positions:

Minimum Educational Qualification: Graduation/high school with preferably a craft course
in reception and book-keeping/hotel graduates.
Experience Required: Nil, at the time of entry. One month’s departmental training.

6) Night Manager
● Supervises the operation of the hotel through the night.
● Represents management when decisions must be made during these hours.
● Answers inquiries concerning hotel services and facilities and deals with complaints.
● Maintains the reputation of the hotel by refusing or ejecting undesirables.
● Assists cashiers with questions of credibility.
● Dispatches security officers to investigate disturbance or investigates himself.
● Receives articles and maintains a ledger of articles turned-in for the Lost and Found
Department.
● Maintains logbook noting unusual occurrences.
● Check the function board for accuracy.
● Keeps a close watch on night clerks.

7) Night Clerk
● Registers and assigns room to guests.
● Gives and receives keys-maintaining a “key control”.
● Answers inquiries over the telephone and in-person pertaining to hotel services and
registration of guests.
● Arrange for room changes as necessary.
● Makes and confirms reservations received in person, over the phone, or over
teletype machines.
● Balances room revenue with night auditor.
● Completes numerous reports for management analysis through the following
procedures. Prepares night clerks summary, three days, seven days, or fifteen days
forecast, and VIP list.
● Verifies guest origin and source of business on previous day check-out cards.
● Completes reports on the geographical surveys.

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 6 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

● Checks the room racks against the information board (Concierge) and telephone
operator’s board for omissions and sleepers.
8) Bell Captain
Job Summary- To organize, supervise and control all lobby services to guest satisfaction
in a shift.

Job Specification
● Supervise the lobby attendants. Control their movement and activities on the lobby
attendants control sheet.
● Take attendance and prepare staff schedules to meet exigencies of work.
● Advise the assistant manager-lobby periodically on the performance of lobby
attendants, and at times provides information to the guest.
● Attend to guest complaints and handle telephone calls in the absence of assistant
manager-lobby.
● Handle left luggage formalities and maintain the baggage checkroom.
● Train lobby attendants to maximize departmental efficiency.
● Organize and supervise check-in/out baggage formalities of groups, crews, etc.
Control the sale of postage stamps and stationery to guests.
● Maintain a record of all guests with “scanty baggage” and inform the assistant
manager lobby and front office.
● Assist security in lobby surveillance.
● Conduct daily briefing of lobby attendants.
● Coordinate and control the distribution of morning newspapers.
● Supervise the storage of essential medicine prescribed by the house doctor and be
accountable for the issues made. Keep the lobby clean at all times.
● Keep baggage neatly and orderly at the specified places.

9) Bell Boy and Night Porter

The night porter will specifically take care of the cleaning of walls, carpets, furniture, etc
and may also take charge of some snacks and hot and cold beverages service in a small
hotel to make sure that the doors, windows, etc. are closed at a specific time and also
make a note of all the midnight and early morning departure rooms so that properly
their luggage may be handed.

Job Summary- To execute porter and other lobby services as determined by the
management during the day and night shift.

Job Performed
● Report to bell captain.
● Handle guest arrival.
● Take the baggage from the car on the porch/gate to the room.
● Escort the guest to the room on arrival.
● Place the baggage in the room, on the luggage rack.
● Explain the operation and control of light switches/air-conditioning etc. to the guests
and switch them on.
● Handle departure of the guest (through use of departure errand card).

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 7 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

● Under instructions from the bell captain bring the baggage down from the room on
departure. Check the room to ensure that the guest has left no articles in the room
by mistake.
● Switch off all lights and air-conditioning.
● Obtain clearance from the front office cashier on the errand card regarding the bill
i.e. paid/signed by the guest.
● Ensure the collection of keys from guests at the time of check out and obtain
clearance from the information section.
● Check for mail, messages for departure guests and, if available, collect and give mail
or messages to departing guests.
● Take the baggage and place it in the car at the porch/gate.
● Handle errands requested by guests and front office staff.
● Track/keep eye on unwanted guests in the hotel.
● Attend the instructions of the supervisor.
● Handle baggage of guests when they are shifting to another room.
● Distribute newspapers to guest rooms and selected offices.
● Keep the lobby area clean and clear to ensure smooth traffic flow.

10) Page Boy

Job Summary – Welcomes guests, opens/ closes the front entrance doors. Assists guests
in elevators.

Key Responsibilities –
● Stations himself at the side of the main door along with the doorman; opens and
closes the lobby door for guests and assists them.
● Pages guests in the lobby.
● Performs any other duties as may be assigned, usually all duties of bell boy or porter.

Minimum Requirements – Ability to communicate in English. Pleasing personality.

11) Concierge
It is a French word and as per dictionary, the word means doorkeeper-porter. The word
also refers to hospitality. In some hotels in India, it is used in a more broad sense and
refers to a person who has a desk called ‘The desk of concierge’ which is in the lobby of
the hotel. It is an extended arm of ‘Information counter’ and provides all that
information when longer interaction with a guest is needed, such as planning itinerary,
etc. The concierge may also handle room keys and does paging of guests Calls guests
(after they have been roomed) to ask whether they require any immediate service.

Job Specification
● The concierge can be called a ‘Man-about-town' or ‘Mister-know-it-all’. Unusually
resourceful and knowledgeable about the hotel and the surrounding.
● It should be equipped with brochures, travel facilities information, and sightseeing,
shopping and other such things for providing assistance to the guest.
● He is required to make airlines booking, taxi booking and planning of itineraries etc.
for guests and offers accurate and informative facts and opinions to the guests

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 8 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

● Serves as guest’s liaison with hotel and non-hotel services.

● Provides a personal approach to guest services Takes charge of all packet/ tickets for
guests and ensures follow up.
● Prepares daily summary reports and checks daily mom position of suites. Introduces
and sells all hotel services and facilities to the guests.
● Reviews and follows up any incidents and complaints of guests and coordinates with
the guest services manager.
● Coordinates with airlines and reconfirms the departure details of the ‘crews’ and
arranges for transport for them.
● Arranges for hotel doctor as and when required
● Maintains an up to date “LOG BOOK “
● Arranges welcome drinks for all arriving groups and ensures that these drinks are
served promptly.
● To have a complete understanding of policies and procedures relating to fire,
hygiene, health, and safety.
● To have a complete understanding of the hotel employee’s handbook and adhere to
regulations contained within the book.

12) Doorman/Commissionaire/Link Man/Carriage Attendant

Job Summary
● To greet guests upon arrival and welcome them.
● To bid farewell upon departure and thank all the guests.
● His place of duty is outside the main entrance of the hotel

Responsibilities
● First staff to greet the guest in a hotel.
● Calls taxis for guests and flags down the meter to ensure maximum guest
satisfaction.
● Opens doors of arrival cars and taxis and greets and welcomes guests with a smile.
● Bring an umbrella if needed.
● Check baggage before the car or taxi leaves.
● Ensures smooth traffic flow in the porch and ensures that the porch is always clear.
● Provides other information about the hotel and city. No information should be given
unless appropriate and correct.
● Calls for cars parked in the basement.
● Keep the keys of the incoming guest car orderly.
● Checks taxis to ensure that the guest has not left any belongings.
● Should know driving to assist the guest in case of an emergency.
● Performs any other duties as may be assigned.
● Responsible for the cleanliness and orderliness of the front area of the hotel and
around it.
● Checks the luggage out pass before allowing the bell boy to load the luggage in a car
or taxi at the time of departure and maintains a car register.

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 9 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

13) Guest service executive

Responsible for guest services such as hell desk, concierge desk and guest transportation
and ensures the smooth running of these areas.

Key responsibilities-
 Prepares duty schedules for the above area staff and supervises their routine and
special work.
 Keeps the information folder updated and keeps the GR cards and room keys of pre-
registered guests ready.
 Also looks after the training program for new staff.
 Handles complaints.
 Keep an eye on the tidiness of the lobby area.
 Prepares daily summary reports and circulates them to EAM, and F.O.M., etc.
 Ensures that amenities are sent in time to the VIP rooms prior to their arrival.
 Meets and escorts VIP to their room at check-in.
● Provide upscale guest service experiences for clients throughout their stay
● Ensure clients are properly greeted upon their arrival
● Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
● Coordinate luggage collection and storage
● Oversee check-in and check-out procedures, including reservations and financial
transactions
● Promptly address guests’ requests, like in-room dining
● Actively listen to and resolve complaints
● Ensure special guests, like disabled people, elderly, children and VIPs, receive
personalized services
● Coordinate and manage communication between guests and staff and follow up to
ensure we resolve customer concerns
● Inform clients of our hotel services, including breakfast and dining options
● Promote all hotel amenities, conveniences and programs offered
● Manage guest relations team (including Receptionists and Concierges) to ensure we
comply with all standards and operating procedures
● Appraise team’s performance and produce regular reports
● Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest
experience
● Examine daily duties, assign tasks and check on progress.
● Analyze customer feedback from hotel guestbook and online reviews and suggest
ways to improve ratings
● Recommend local tourist spots, including places to dine, shop and sight-see
● Establish friendly relationships with regular hotel clients.

14) Crew coordinator

Responsible for keeping the crew lounge clean and ensuring that all services are planned
and he is in constant touch with the crew to answer their queries Helps them to arrange
sightseeing, tours, and shopping for crew and group members and handles their
complaints and suggestions. Ensures their ‘Wake up call’ is given on time. It also ensures
that the ‘crew rooms’ are blocked before their arrival and am ready on time. Keeps

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 10 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

liaison with crew members. He is responsible for the necessary equipment in the crew
lounge.

PERSONALITY TRAITS

Front office is a department where guests

come in first contact with the employees of
the hotel. Employees of the front office
department are the mirror image of the
hotel. They reflect the standards of the
establishment. Therefore, it is very essential
for front office department professionals to
be competent. Competencies are a set of
behavioural traits and technical abilities
that are suitable for a job. It has been observed that the role of front office professionals
has changed dramatically. They are empowered with more responsibilities. Therefore they
require certain attributes. Attributes means, the quality of Front office staff to achieve more
productive work and accomplish maximum guest satisfaction, as well as to create
competitive advantage to an organization.

Attributes may be defined as: “a set of personal and professional etiquette and mannerism
that front office staff needs to be followed while dealing with guest”

Front office personnel require a set of knowledge and skills. If the staff is well trained and
efficient, they can, to a certain extent, make up for other shortcomings in the service
provided. All Front office staff should be aware of the attributes cited below and it is their
individual responsibility to ensure that they are put into practice.

Attributes required in front-office personnel are:

1. Smiling Face: Smile is the most enduring competency
required by front office personnel. As simple as it may seem, it is the
most effective way of dealing with guests. A smile gets a smile in
response. It immediately breaks down several barriers of a guest
including fatigue, low spirits, doubt, anxiety etc. Always try to
maintain a smile while talking to a guest. Smiling while speaking on
the telephone is a powerful way to convey tone and intention to a
customer who judges the caller by the voice.

2. Sense of grooming and hygiene: How you look and the first
impression you create on others matters a lot. The front office
personnel are the first point of physical contact for a guest with the
hotel. Well groomed front office staff represents qualities of hygiene,
professionalism, management style, reliability etc.

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 11 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

3. Punctuality: It is a hallmark of good front office staff. The front desk employee should be
punctual in reporting for their shifts, as well as in the discharge of their duties and
responsibilities. The punctuality of employees reflects their commitment to their work.

4. Courtesy: The hospitality industry has grown by leaps and bounds in the past decade.
Whoever the guest one faces; one must be calm, patient and not be arrogant at all. This is
supposed to be the basic quality that should be imbibed in all the staff of the hospitality
industry. He/she should be courteous on all occasions and
at all times not only towards guests but also towards
colleagues and other people. The advantage and necessity
of being courteous should be emphasized as it not only
helps operations but also ensures better relationships.
Courtesy is generally revealed by:
a) Using magic words like Thank you, Sorry, Please, May I
assist you?, I beg your pardon, Pleasure and many more.
Using these words puts a great impact on the guest and
makes him feel special for an organisation.
b) Greeting the guest as per the time of the day.
c) Addressing the guest by his name as this gives him/her
recognition and guest gets the feeling of personalised
service

5. Voice Clarity: Voice shows the reputation or personality of the person as well as of the
hotel. Cultivate your voice with a smile. Tone of the voice should be cheerful, natural and
unhurried, and should be able to vary the pitch from time to time to learn to put warmth in
voice by being responsive, enthusiastic, helpful, interested and attentive.

6. Physical fitness: There are no fixed working

hours in this field. One must be ready to work
round the clock and even on night shifts. Physical
fitness is the utmost requirement for all the staff
of the hotel industry, especially for the front-office
department because they need to stand for long
hours. If an employee is physically fit it translates
into energy, enthusiasm, lightness, ability to cope,
youth and joy and being able to serve the guest
with smile and pleasure.

7. Guest oriented: Front office staff needs to be sensitive to

guest’s needs and demands. They should respond to them in a
timely manner. Staff must put the customer as their main
focus and put all thoughts and actions towards creating
positive customer experience. If the staff is not customer
oriented the business of the hotel is likely to decline.

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 12 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

8. Disciplined: Disciplined staff provides a great support to the smooth operations of the
department as well as of the hotel. Disciplined personnel properly follows house rules and
regulations, tries to bring reputation and recognition to the property with his disciplined
behaviour.

9. Honesty and Responsibility: There are many temptations in a hotel and provides many
opportunities to front office personnel for theft of hotel and guest belongings such as
money, hotel belongings (stationery items, artifacts, linen items etc. It is the moral
responsibility of the employee to be loyal towards the guest and the organisation. They are
responsible for not providing hotel’s confidential information to other people or
competitive hotels.

10. Basic etiquette: Immense work pressure, long hours of work and maintaining harmony
with the clients forms an essential part of the department. All front line personnel are
required to have the ability to communicate or act effectively with certain etiquette and
manners.

Basic etiquettes front office personnel should exhibit includes:

a) Greet to the guest with a smiling face as per the day
b) Attend to guests as soon as they approach and if busy acknowledge his presence and
assure him to be attended shortly
c) If front office staff know the guest, in that case address the guest with his surname (Mr.
/Ms. Kapoor). It provides the feeling of personalized service to the guest.
d) Talk politely to guest and use magic words while conversing with him/her
e) Avoid playing with pen, hair or any other item
f) Do not scratch oneself or pick the nose or ear etc.
g) Do not move hands too much while talking to guest
h) Stand erect
i) Listen guest carefully and then assist him accordingly
j) Avoid getting indulge into arguments with a guest

11. Ability to work in a team: Teamwork is one

of the essential competencies. Results are the
responsibility of the entire team and not the
team leader alone. Team dynamics have
changed over the years. A poor team
performance can severely damage the
reputation of the establishment while good
team performance directly enhances it.

12. Good technical knowledge: Professionals can call themselves as such only when they
show some physical proof of their knowledge. Employees with their knowledge and skills
form the backbone of successful business. Organisations expect the true professional to
convert ideas into business opportunities for the hotel. Good technical knowledge and skills
makes the guest satisfied and allows the hotel to get repeat guests.

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 13 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023
 Institute of Hotel Management & Catering Technology, Mumbai

13. Well Organised:

Front desk and lobby are the first areas of
contact of guests with the property. Guests
evaluate the status of a property by seeing
the arrangement of things in these areas.
Therefore, front office personnel must have
the habit of keeping items in an orderly
fashion in order to create a good impression
on a guest.

It can be done by following ways:

a) Arranging old forms and formats
b) Litters must be thrown only in dustbin
c) Books/registers must be placed properly
d) Pens and pencils must be in holder
e) Front desk counter must be dust free and free from unnecessary accumulation of
articles
f) While presenting a bill to the guest, bill folder having a pen must be used
g) Door to access the back office must be closed at all times.

∞∞∞∞∞∞∞∞∞∞∞∞∞∞∞

BHM 105 – Foundation Course in Rooms Division Operations-1-A (Practical) Page 14 of 14

Unit-2: Skill set & Attitude of Front Office personnel September 2023