Front Office Case Study

Front office – is one of the most important departments in any hotel. There are many different types of tourists – business tourists, families, groups, adventure tourists, eco tourists, leisure tourists, etc. However they all have one thing in common – they chose one hotel and expect to receive best service. This is the place where their staying begins and ends. Here hotel makes it’s first expression on guest. There is one famous saying: “you will never have a chance to make first expression for the second time.” That is why it is very important to have excellent front office with well-qualified professional working there. If that first expression will not be done in appropriate way, whole remaining staying will be with unwanted negative “aftertaste”
It is extremely important part of reception. Smile is welcoming clients and show that they made right choice. For example, there are such business tourists that have to travel a lot because it is a part of their work. They have seen many different hotels, in other words each hotel is their second home. They want to feel warmth, comfort and coziness of home while being away from it. On the other hands – families. They want to receive certain service and by smiling reception staff can show them that everything is good, hotel will give them all they need: calm and quite leisure, safety for them and their children, long-awaited relaxation of which they may were willing for a long time. Moreover, smile is a sign of friendliness. By smiling front office staff shows tourists that people can trust them, can rely on them and brings people happiness. It is widely know that smile is courageous. So while smiling staff makes tourists happier, despite how bad was their mood before they came. Guests could have had bad flight, flight delay, personal problems, and they see happy smiley faces, and their mood can become better. We are not saying that it will happen for sure, but if there is even just a minimal chance to make the guest to feel better, why shouldn’t staff try to do it? Especially if they can help by just smiling and that is
One of them is good knowledge IT programmes such as Fidelio, Concierge Hotel Reservation, ASI FrontDesk Hotel, etc. It is very important that staff should know different combinations of buttons to make reservation or checking-in process way more faster. Also when employees know these combinations they can speak to a guest, look to their faces and work on their computer at the same time. It is obvious that is unpleasant than when the same person talks to a guest without eve looking at him and pays all his attention to his computer. Such situation, such service can worsen first impression even if it was excellent. On the other hand, when person talks to customer and does his work fast, watching to computer just couple times during whole conversation, will certainly improve the impression that was created by smiling and greeting the guest. While receiving such good service, tourist will ensure himself for the second time, firstly seeing smiley face and secondly now, that he chose the right place to go. Now he will know for sure that all other departments in hotels will also be good and he has nothing to worry