Paper- H04 Front Office and House Keeping Module – H04FO03

Paper- H04 Front Office and House Keeping Module – H04FO03 - Etiquettes of Front Office Staff Content Writer: Dr. S. Thilagamani

Component – I

Role Name Affiliation Principal Investigator

Dr. N. Vasugi Raaja Avinashilingam Institute for Home Science and Higher Education for Women, Coimbatore

Co-Principal Investigators Dr. G. Bagyalakshmi Mrs. E. Indira Dr. K. Arockia Maraichelvi Dr. G. Baradha

Avinashilingam Institute for Home Science and Higher Education for Women, Coimbatore

Paper Coordinator Dr. PL. Sridevi Sivakami Avinashilingam Institute for Home Science and Higher Education for Women, Coimbatore

Content Writer Dr. S. Thilagamani


Content Reviewer Dr. G. Vasanthamani


Language Editor Dr. S. Thilagamani


Component-I (B) Description of Module

Items Description of Module

Subject Name Home Science

Paper Name Front Office and House Keeping

Module Name Etiquettes of Front Office Staff

Module ID H04F03

Pre-requisites Front office overview

Objectives This module will enable the learners to

• Understand the etiquettes of front office staff at a hotel

• Compile the necessary aspects to grooming the staff while handling guests


Keywords Rule, etiquette, diplomacy, decision making

H04FO03 - ETIQUETTES OF FRONT OFFICE STAFF

Items Description of Module Subject Name Home Science

Paper Name Front Office and House Keeping

Module Name Etiquettes of Front Office Staff

Module ID H04FO03

Pre-requisites Front office overview

Objectives This module will enable the learners to



Keywords Rule, etiquette, diplomacy, decision making

OBJECTIVES

This module will enable the learners to



1. INTRODUCTION

Its flag identifies every country. Behaviour is the flag of the individual human

being .The more refined the behaviour, the greater the respect from the observer. Its

refinement is coupled with sincerity, the respect grows into love. Manners and

etiquettes are not only the observance of social rituals and names but essential to the

very fiber of our relationships.

This reveals our levels of thoughtfulness, consideration, kindness, generosity

and fairness. To a large extent, they make life more pleasant, easier to live and much

more beautiful. The observance of many rules of good manners also calls for


tolerating discomfort, sacrifice and accommodation and these qualities are recognized

as contributing to the development of a strong, resilient personality.

When discussing the etiquettes, we need to differentiate between the rules and

etiquette, the rule requires accurate knowledge and observance of situational demands

an etiquette permits a great degree of ease and relaxation. In today’s corporate world,

it is increasingly becoming more important to know not only the rules and norms of

good manners and etiquette in one’s own country but also those of foreign lands.

2. ETIQUETTES OF THE FRONT OFFICE STAFF

The basic and essential qualities of the front office staff are

• GOOD MANNERS AND AN OUTGOING PERSONALITY

• PATIENCE

• COURTESY

• DECISION MAKING

• HIGH SENSE OF PERSONAL GROOMING

• SELF CONFIDENCE

• GOOD COMMUNICATION

• DIPLOMACY

• CALMNESS

• MEMORY

• SMILE

• PHYSICAL FITNESS

• PERSONAL HYGIENE

2.1 GOOD MANNERS AND AN OUTGOING PERSONALITY

As the hotel is the meeting place of many social elite, good manners and

politeness is an important etiquette of the front office staff .Good manners are those

which show the greatest sensitivity to other people and make them feel most at ease,

which avoids all actions that annoy or disturb others, or make them feel smaller. At


the heart of the good manners lies respect for other people and for their rights, as well

as respect for oneself.

Some people shy away from good manners because it means that they have to

learn the rules of etiquette which are held to be the correct behaviour by those who

follow them. Take soup, for example, It is good manners to consume soup in a way

that is hot. Unsightedly for others, In Japan this means it is correct etiquette to drink it

straight from the bowl. In Europe, it is correct to take soup up with a spoon. A little

effort in the inquiry and practice of etiquette brings not only enterprise but also a great

confidence. Countries and etiquette enable the users to deal with any situation and

person with confidence and pleasantness.

A response which denotes an appreciation shows the hospitality by the staff.

Employees who are extroverts will enjoy meeting guests and make them feel happy

and comfortable.

2.2 PATIENCE

Employees must possess a positive attitude even towards a constructive

criticism and must always prosper and progress with the feeling that customer is

always right and we as staff are at work to serve them with patience at all times.

Guests must be allowed to express the needs and act in accordance to the facility

available at the property keeping in mind every guest is a Very Important Person to

the premise. Instead of reacting to a situation that requires time for the guest to think,

allow time to the guest to absorb the information and then offer solutions.

2.3 COURTESY

Courtesy is everything; it is the mark of civilization. It is the use misuse or

disuse of courtesy that indicate whether a person respects himself and others as human

beings or not the values of respect, trust, dignity, honesty, compassion, sensitivity,

openers and sincerity are all reflected in the countries we extend to people whether

they be customers, colleagues, seniors and juniors, members of our team or family. In


fact the foundation of good manners is laid at home when a child says “thank you”,

please to the members at home.

Being courteous is expected very much at all places and especially from the

service industries such as the hotels where different walks of guest stay for different

purpose.

2.4 DECISION MAKING

The staff must have a quick and a firm decision making skill for the customers.

The front office staff must tactfully handle the guest and act on behalf of the guest.

Every day is a new experience and the guest will meet varied type of guests with

different need. Staff should know to solve the guest needs by themselves if possible

and offer an immediate solution and also consult with the superior in case if the

decision making is complex and needs a guidance.

2.5 HIGH SENSE OF PERSONAL GROOMING

Uniforms must be clean and neatly ironed. Hair should be short and well

combed. It is preferable to tie hair up. Nails should be trimmed and manicured. Soft

jewellery is restricted to one ring only and a necklace for ladies. “The front office

staff must be seen at their best at all times”

2.6 SELF CONFIDENCE

This is necessary as front office personnel meet guests of different countries,

status and culture. They should be made comfortable and feel at ease in dealing with

these people.

2.7 GOOD COMMUNICATION

Communication is a much important etiquette for all the staff at the hotel and

especially at the front of the house operations where the guest meets staff directly for

all their needs at all phases of the guest cycle from pre arrival, arrival, stay and

departure. It is preferable for all staff to know more than one language usually,


English and the regional language. If the hotel has overseas guests, it is better that the

staff must be able to converse in one or two foreign languages.

2.8 DIPLOMACY

Diplomacy is the greatest attitude. Very often there are situations when a guest

is angry and specific about something, a diplomatic dealing by the staff helps in

diffusing the explosive moment. It is quite common for a busy hotel to have the staff

with diplomatic approach as this is the only way by which the guest can be pacified.

2.9 CALMNESS

It is to take the busy demands of the front office operations, being the nerve

centre of the hotel; the front office is constantly in touch with guests and therefore

invariably comes under tremendous pressure. The guest always expects a

personalised, priority treatment and there is always pressure at the staff. For this the

staff should always strike a balance in handling situations to the guests.

2.10 MEMORY

An ability to remember names and their face is an important attribute and is a

skill needed for the front office staff. Every individual guest feel very much

personalized and have a sense of belongingness when they are addressed with their

Sur name. Simple aspects such as the preferences of the guest for newspapers in the

room, special foods if any needed, can be known from the hotel diary and may be

communicated to the guests to make the guest feel safe and secured and throw a

positive feel of home away from home.

2.11 SMILE

A smile creates a new, good and a positive environment. This at the front office

expresses and boosts up the environment. The front office staff should have a smile at

all times of work and should be fresh as in the start of the duty. The guest feels

comfortable to converse with a happy and smiling staff rather than with a nervous and


sturdy staff at the desk. And as the saying goes, smiles shorten the distance between

the souls and this is true at the hotels and in specific at the service industries.

2.12 PHYSICAL FITNESS

Good health and keeping the body fit for the staff is an essential etiquette for

the front office staff. It is the duty of the front office staff to stand erect and keep

working at the desk with files, guest and records. To the reality, there is no chair or

seat at the front desk especially at the reception. There may be a short break taken by

staff and resume back to work refreshed. The staff is active and alert at desk to help he

guest for the various needs.

2.13 PERSONAL HYGIENE

Personal hygiene is imperative to front office as they are constantly exposed to

the hotel guests; a clean appearance helps to project a good image not only of

themselves but of the hotel as well.

3. Managing Hospitality at the Front Desk

The concept of hospitality, the generous and cordial provision of services to the

guest is at the heart of our industry. Hospitality is a very important consideration for

both the guest and the hotel. Providing hospitality to meet guest needs involves an

array of services and makes the stay comfortable. If the hotel has many business

clients and corporate guests, the guest may arrive late and leave early. The hotel

should also offer services such as wake up services, advanced telephone systems, fax

and photocopying facilities and computers, good and healthy food whenever required,

club facilities lounges and other services. For all these services to the guest, most of

the time the help from the front desk may be sought and hence front desk should be

ready for hospitality round the clock.

4. ROLES OF FRONT OFFICE STAFF


The front office staff has multiple roles to play at the front desk with the key

roles as sales person, problem solvers, reference point, coordinator, an image builder

to the organisation.

4.1 SALES PERSON

The front desk staff motivates the guests with an alternative to select a service

or facility that is highly priced and spend more for the facility if the guest can afford

for it. Also offer and provide information on various services that the guest may use

such as a spa, gym, pool, café and so on.

4.2 PROBLEM SOLVERS

Staff must be able to handle the problems and complaints in a diplomatic way

and offer solutions to pacify the guest and make them feel satisfied. As the successful

service industries always follow two golden rules. The first rule being every customer

is right and the customer should be happy and the second rule is that following the

first rule strictly.

4.3 REFERENCE POINT

As the front desk is the most visible front of the house operations, guest always

approach the front desk for any information and the staff should guide effectively with

correct and appropriate information. This would be possible only if the front office

staff is knowledgeable about all the products and services.

4.4 CO ORDINATOR

The front office department also co ordinates with other departments to meet

the requests by the guests and offer a personalized service. They may co ordinate with

food and beverage department for food and beverages, housekeeping for room related

services, laundry, and engineering and maintenance department for repairs and

servicing and so on.

4.5 IMAGE BUILDER


The everlasting impressions taken by the guests is dependent on front office

staff and their effective multi tasking at the desk. It is good that front office staff helps

to maintain and boost the repute of the property among the guest by offering the best

possible services to all the guests.

5. BASIC TELEPHONE ETIQUETTES

The telephone offers its guests the opportunity to sell not only sells goods

services and ideas but also prestige and reputation yes it is used with great

carelessness rather than with skill and etiquette.

The front office staff spends most of their time over the telephone and deal

with communications for the guests; this relies on voice to convey subtle as well as

apparent messages. This takes off with the advantage at dropping of facial

expressions, gestures and eye contact. This verbal communication is an art that can be

learnt with interest and practice. Some of the points to be kept in mind while on a

telephone are

5.1 Be Ready: Greet the guest with a welcome note and a good day. Keep a notepad

and pencil ready to note down important information and always record and

document as it may be kept for reference in case of any clarifications with

important points. Just giving the name of the hotel without a greeting does not

enhance the image of the hotel ‘Good morning and hotel name” How may I help

you”? are about right, if the tone is positive and demonstrate that the caller is

welcomed. The use of ‘Hello’ by itself in a flat short tone sounds could be

unimpressive and indifferent at this form of formal communication

5.2 Answer Promptly: Attend the telephone, as soon as possible latest by the third

ring without allowing the guest to wait long. Use reflective phrases such as you

said, you mentioned. Repeat with all important information such as name,

numbers and spell back to check the accuracy. Do not allow the guest to wait for

long. If immediate answer cannot be offered, request the caller for a time and get

back to the guest in the shortest possible time


5.3 Good knowledge: The staff must be packed with all information about

products and services fully and accurately. All aspects comprising the job both

technical and non technical. The location and functions of all departments and

important personnel therein, the history, facilities and services offered should

be known by the staff.

5.4 Responsibility: Take every job to its logical conclusion and complete all task

and help every caller and the call satisfied that you have done. For Example, do

not end with Mr. X, the front office manager, is out and is not in his seat. But

instead, be responsible and complete the conversation by being helpful and

offer to take a message or number and pass on the information when the

manager has resumed after the break.

5.5 Speak Clearly: As the voice is the only communication over telephone, do not

be distracted with any other activity such as counting the cash, documenting

other information.

5.6 Be Sincere: It is easy to identify an artificial talk as in person, so communicate

to the guests in a natural way and clearly.

5.7 Listen Carefully: The important etiquette of the telephone operator, listen

instead of talking. Be a perfect listener. Listen to the guest completely and

allow the guest with his time and then serve with the required information. 5.8 Avoid communication pitfalls: Do not use company jargon terms and

abbreviations with outsiders as it does not impress anyone and waste of time

leads to confusion and miscommunication and annoys among the guest.

Therefore it is better to use common and known terms to the guests.

5.9 End the call courteously: After the information is conveyed to the guest,

discuss if the guest need any other information. Clarify all details and then end

the call wishing for a pleasant day.

6. TERMS AND ASPECTS TO KNOW WHILE HANDLING GUESTS

FIT – Free Independent Traveller

GIT – Group Inclusive Tour


Types of rooms

Ø Single room – Room with one normal sized single bed. The room can

accommodate one guest.

Ø Double rooms – Room with one double bed and can accommodate two guests

Ø Twin room – Two separate single cots and can accommodate two guests

Ø Triplet room - Twin + extra bed and can accommodate three guests

Ø Studio room – One single bed + one sofa cum bed

Ø Single Suite – Single room +one living room

Ø Double Suite – Double room +one living room

Types of plan

A plan is a package proposal of rooms and meals. The common plans in hotels are

• EP – European Plan – Room Only

• CP – Continental Plan – Room and Breakfast

• MAP – Modified American Plan – Room + Breakfast + lunch or dinner

• AP – American Plan – Room + Breakfast + lunch + dinner

Room Rates

§ Crib rate – Applicable to children below five years

§ Extra bed – Generally one fourth of the room rate

§ Airline rate – Contract Rate with fixed discount for a long period

§ Group Rate – Special rate discounted to groups with 15 guests and more

Terms

v Free sale - Rooms are available for sale

v Minus position – When guests expected exceeds room available

v Plus position – When rooms available exceeds guest arrivals

v Sold out – Rooms not available


v House count – Number of guests staying in the hotel

v Walk in – Guest who registers himself without a prior reservation.

v Wake call – A call given by the front office staff to wake a guest on the specified

time given by the guest

These terms will help the front office staff while dealing with guests and staff

should be aware of all the terminologies related so that the guest services are done at

the best possible manner.

CONCLUSION

Service is a cheerful giving of attention. The front desk services are mostly

intangible and perishable but leave a memorable experience to the guest. Every day is

a new day with new guests, new services offering a learning arena to the staff from the

guests. Front office staff sets the stage for a pleasant or an unpleasant visit. It is the

best practice to offer the best possible services and offer a pleasant visit and enact a

good communication link with the guests.

Paper- H04 Front Office and House Keeping Module – H04FO03

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