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Personality Traits : Front Office Organisation

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The most common answer to the question “Why did you decide to become a receptionist?” is, because you wanted to MEET PEOPLE.

Now, to be successful in any human relationship you must reflect these characteristics: –

  • A warm personality, and smart appearances.
  • A keen interest in people, and polite and courteous nature
  • Poise under pressure, keeping his cool and problem solver.
  • A desire to be helpful, but also diplomatic and tactful.
  • The ability to listen, hard working and punctual.
  • A willingness to reflect management policy, should be able to take quick decisions, The ability to get along with co-workers, and pleasant approach and a good motivator and coordinator.
  • A desire to be liked, with good public relation qualities.
  • The ability to help another employee without resenting it or showing imitation. Should be confident, analytical, intelligent and a good salesman.
  • Neat personal habits.
  • Good memory (should be able to remember names of regular guests)
  • Knowledge of languages.
  • Numerical ability.
  • Reference point.
  • Image Builder.

Standing behind front desk and meeting any of the dozens of problems that arise in a hotel requires a reserve of energy.

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Keep your reserve built up by common-sense rules of living:

  • Get plenty of sleep.
  • Don’t drink. If you must, be moderate.
  • Don’t smoke, at least not on the job.
  • Be positive.

As a Front Official you will be the first person who meets the guest in a hotel. First impression forms lasting impression. So make sure that the guest gets a positive impression from the moment he walks in.

Some points to remember : 

  • Avoid all controversial questions. You can afford to win arguments, but not in the hotel business.
  • Be oblivious to guests’ mistakes. Say “I’m sorry, I didn’t make it clear”. Don’t say. “You are wrong” or “You misunderstood me”. Instead say, “Sorry sir, I could not make myself clear.”
  • Do not criticize competing hotels. This never helps anyone, including yourself.
  • Cancel all “Yeahs”, “Okays” and “Noes” from your vocabulary, i.e. don’t use slangs.
  • Speak positive. Every negative reply can be rephrased: “One moment. muse” is a great improvement over “Wait a minute”.
  • Refer to men guests as gentlemen, females as ladies.
  • Immediate attention to the traveller is a form of respect to which he is entitled.
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