characteristics of a good front desk officer

december 1, 2020

When guests arrive at our hotels, we only have a few minutes to make a great first impression. At the front desk, it is important to have a person who is genuinely good natured. Attention to Detail. In this level of environment good manners, courtesy and politeness must be maintained in service. As with all of our staff, guest service agents should be willing to go above and beyond... Ability to Anticipate Guests’ Needs. However, a front desk agent cannot show signs of tiredness or fatigue. - Thanks in advance for the LIKE :). | Experity. Please Like and Share this. How do we know if the front desk person we just hired is the right fit for the job? When guests approach the front desk to check-in, they may be tired from their travels. Even though patient volume and curb appeal both come off as vital, there’s nothing more significant than a cordial and well-trained front office staff. fax, printer etc.) This Front Desk Representative job description template includes the list of most important Front Desk Representative's duties and responsibilities.It is customizable and ready to post to job boards. Empathetic and Caring. 5 Essential Characteristics of a Good Front Desk Officer 1. Also known as a front desk receptionist. Pleasant Demeanor. The front desk does carry a lot of weight. A clerical officer can run the gamut, from someone like Joan from "Mad Men" at the top of the food chain all the way down to an entry level secretary answering phones in the back office. Good Fit. – not fun!). Honesty: “Honesty is the best policy” – this proverb deserves to be … A front desk officer serves as the first point of contact for guests at a hotel or other accommodation. We focus on building the best customer service software out there, but ultimately people make all the difference.. Great actors make characters come to life. Willing to Go Above and Beyond. Front desk employees are often the first employee that the customer or the public comes into contact with, so you’ll also be responsible for leaving a good first impression for the organization. A well-trained front office employee is the start of a delightful experience for patients and the rest of the clinic’s personnel. They see more of the clinic and staff than you realize and hear more than you think. Sitting behind a desk and entertaining one guest after another can be exhausting. Comment below.Have a successful day!- Rupesh, Like this? In many ways, the receptionist is the silent conductor of the train. A Front Desk Clerk represents the first point of contact with the clients of a business, hotel or doctor’s office. You do not want... 2. Some examples of duties include, local information, menus, and running the front desk. There will be days where phones are ringing, multiple patients need attention, and a nurse from the back needs an important piece of information. It is not just about maintaining HIPAA compliance, it is about the presentation of your business and conveying the right message to your patients. The front desk takes a certain amount of care. Front Office Indiviual Essay . At the same time, none of us were born to take on this task. As with all of our staff, guest service agents should be … Top 12 Receptionist Skills to be good on the Job. They perform essential front desk administrative duties including answering phone calls, greeting clients, and overseeing the office budget. Do they have hotel experience? When hiring customer service professionals, look for candidates who are good at time management planning and use their time much more responsibly than those who work in … When guests approach the front desk to check in, they may be tired from their travels. Yes, I know there are days when we don’t feel like smiling, but an awesome agent should be ready to come to work with a smile. People can spot that from a mile way. SKILL FIT. They can promote good health practices by encouraging the use of masks and hand sanitizer during flu seasons. (After reading, please share this article with a colleague, service agent or co-worker that could help them be their best! His proven system has not only improved his own hotels, but have helped hundreds of other hotels (large and small) get an advantage over their competition. He literally sits at the front desk of a commercial or residential building, serving as gatekeeper. Did they come from another hotel? SALARY FIT. Energetic. Is it the building’s physical appearance and cleanliness, how many people are sitting in the waiting room, or the kindness of the front office staff? Being on the front line of the front office means you are the first and last face the patient sees. ... Memory skills serve receptionists well because a good memory allows them to respond to – and even anticipate – others’ needs. They have to be able to keep their private life private and not let any personal drama affect the way they treat patients. Office and Admin • Professional Development 6 Skills and Traits Employers Want in a Receptionist. Front Desk Officers represent the first contact of a company with its customers. A lack of attention to detail can cause a wealth of problems when it comes to submitting claims (wrong insurance information) or taking care of injured employees (workers’ compensation protocols). Always smiling. As with attention to detail, the optimal front desk person must also be an excellent multitasker. A guest relations officer does what they can to make the guest happy. He may announce visitors, answer the telephone and record the names of all who enter. The front desk takes a certain amount of care. Front Desk Duties and Responsibilities Processing and preparing travel vouchers or other documents They must also have certain characteristics such as being open-minded, friendly and sociable, careful and diligent, empathetic and patient, and always be in control of their emotions and actions. Make sure these wonderful people are working at your hotel! Paul Marshall, Influitive’s Chief Financial Officer and Senior Vice President of Operations, explains why he named accessibility as the number one quality of an amazing office manager: “Above all, a great Office Manager should be accessible to their colleagues to ensure that everyone is working at their maximum productivity,” he says. While there’s no such thing as the “perfect” front desk agent (let’s be honest, we all have our weaknesses and make mistakes), we can cultivate traits, coach and train them to be awesome at what they do. The duties of a front desk officer vary but typically consist of answering phones, greeting customers and clients, scheduling appointments, verifying identification and signing in guests, opening and closing the establishment, and acting as a liaison between clients and executive staff. To be good at performing the duties of a receptionist, certain skills and qualities are needed.. A receptionist is a front desk officer in charge of receiving visitors and customers entering the organization. Remember that most of the above qualities can be fostered over time. Good Match. Willing to Go Above and Beyond. Good interpersonal skills go beyond basic communication abilities. Rather, you want someone who has an authentic smile on their face and greets those who come to your clinic with a pleasant attitude. Not all front desk agents are created equal. 10 Traits of a Great Front Desk Performer 1. There are many things we can teach our teams, I narrowed it down to 10. CULTURE FIT. Front desk officer should be a pleasing personality. According to the characteristics and functions of the front office, I would like to use highly variable, organized, technical, essential, layer of intermediate to describe a front office.H stands for highly variable. By coordinating and contributing to patient care, the front office staff can alert staff to significantly ill and injured patients that require immediate attention. Contrary to what some people may think, this is not the place where you hire “cheap” labor. This resource was first published prior to the 2019 merger between DocuTAP and Practice Velocity. Wishing guests as per time of the day and using magic words to satisfy them are important traits of hotel staff. While many people probably think the physician is running the show, the receptionist can contribute to the success or failure of your clinic. Front desk employees are always multitasking; they must answer phones, greet guests, answer questions, check out customers, and more. When you think about the representation of an urgent care clinic, what do you think of first? According to Eileen Ales, MA, RN, of Ales Consulting in Tacoma, WA, the front office staff is “the first and last impression of the place. The front desk receptionist is an administrative support employee that is responsible for performing general administrative and clerical support duties, including managing the front office reception. ️ Check out our Complete List (500+) of Job Description Templates!. He typically also has the authority to deny entry to visitors. Knowledge of office management and basic bookkeeping Proficient in English (oral and written) Being organized allows a front desk worker to juggle these multiple tasks. The front office staff should not look like they are out of control and ready to melt down. Examples of Front Desk Officer responsibilities include greeting guests, issuing visitor badges, taking phone calls, sorting correspondence, answering to client inquiries, ordering office supplies, maintaining the reception area clean and organized, receiving shipments, updating records and files, maintaining schedules, and making travel arrangements. Look for a candidate who collaborates easily, can give and receive criticism gracefully, and rises above petty office politics. Your Personal Fit. They can prevent client dissatisfaction by confirming protocols, orders, and particular information as it is provided. Written by Joanna Hughes. Having someone who can juggle a handful of tasks, while remaining calm, is the ideal person for your clinic. Eileen is right. Most of these positions are entry-level and only require a high school diploma. They are expected to know the property inside and out, so they can direct guests to their rooms and provide information about amenities and services. Moreover, you are the face that the patient sees the entire time they are in the waiting room. It is about looking for the ways a person’s job intersects with the rest of the clinical team and making the patient’s experience better. Organized and detail oriented. Get more tips and the latest updates delivered to your inbox. The front desk employees are the first ones to see your patients, the last ones to see your patients, and they’re the ones who the patients are going to talk to when they have problems. The front desk really carries a lot of weight.”. Empathetic and Caring. Guest service agents are on their feet for most of an 8 hour shift and have to deal with demanding guests. We must groom our staff, instill these 10 traits in them, and watch them bloom into the best person they can be. That said, majority of this responsibility falls in the hands of our front desk agents. Are they bringing negative vibes or bad habits from their last job? A few of them include asking questions about the candidates’ past working relationships, asking them to teach you something, or asking them to tell you about a time they learned something. Update Your Score. Get measurable results with software and services that take the complexity out of healthcare from online appointment and registration to billing and reputation management. Furthermore, duties include responding to complaints, service issues and other general questions or concerns as appropriate. All rights reserved. Proven experience as front desk representative, agent or relevant position Familiarity with office machines (e.g. However, it helps to know what makes a good one when hiring. 431 People Used Responsibilities for a front-desk job often include answering a multi-line phone system and greeting and directing guests, as well as staff. It’s true. It might seem like a tall order for most people out there considering the job, but these are the very qualities that will help every receptionist just starting out to climb to the top of their professional … Here are more insights for your hotel, ________________________________________________________________, About AuthorRupesh Patel, hotelier and founder at SmartGuests.com, a U.S.-based Hospitality and Review Tools company that helps hotels increase revenues and occupancy, by boosting their online reviews and reputation. Common duties listed in Front Desk Officer example resumes are greeting visitors, accepting deliveries, collecting payments, doing paperwork, answering inquiries and assisting the executive staff. Successful help desk agents can be challenging to find. And many times, how they react can make or break our hotel’s reputation. Use it to save time, attract qualified candidates and hire best employees. Communication skills are an essential requirement of being a successful desk assistant, as most of what they do involves speaking and listening to people. Great chefs make ordinary foods extraordinary. Working the front of house at a hotel is a tough job. You do not want someone who puts on a fake smile or fakes their happiness. The content reflects our legacy brands. Time management is another of the key characteristics of customer service employees who are excellent at their jobs. I'd say organization and a good level of social skills. We have to train our desk staff to be extremely resourceful, to think on their feet and think of creative solutions to different situations. I know, I've had my share of working desk shifts..(remember doing 3 shifts in a row? Even though much of this goes back to being detail oriented, this is more than just someone doing their job. A great front-desk agent should be smiling 100 percent of the time. Basically, you want to look for their ability to accept responsibility and work well in a team environment. Either way, there are certain traits that are essential for this position. The most genuine and warm smile can cure even the worst of days. ©2020 Experity Health. You can hold a good training session to teach these skills to exiting help desk agents. They... 2. You are continually under their watchful eye. 2. What are some more traits that make Front Desk Agents great? These hotel professionals set the tone of the entire experience that our guests will get from their stay. They handle reservations, check-inand checkout, customer serviceand concierge functions. Officer should be quick enough to entertain all the people came to visit. We power the patient centered healthcare revolution. Top 10 qualities of a great secretary: 1. 4.0. Front Desk Representative job profile Here are five characteristics of a good front desk officer: At the front desk, it is important to have a person who is genuinely good natured. In this article, I share the ten things that can make your front desk agents stand out. by Joanna Hughes. They can improve marketing efforts by alerting patients to new services being offered at the clinic that they may not be aware of. A front desk clerk is an administrative professional. 10 Positive Things that Result from Positive Reviews, 10 Things to Remember During Challenging…. The Top Personality Traits for Successful Customer Service Associates. There are millions of amazing and great agents in our industry. A receptionist sits at the front desk of a company and has to face different people everyday, including visitors and employees. So it is a good reminder to be mindful of your demeanor, tone of voice, and the conversations you have with other staff members. Front office staff cannot allow personal troubles to plague them. Ngai Yiu Student ID: 14087108D Seminar number: SEM003 A front office is a department that is significant and unique in a hotel. The front office staff is often the first (and sometimes the last) person your patients talk to—and this sets the tone for the visit. Prioritizing and managing the demands of all these people is often frustrating and overwhelming. A knowledge of the local area is also important, as guests will ask the front desk for information about restaurants, activities and services if no concierge is present. However, they all need to be taken care of in an efficient manner. Soft skills like friendliness and likability are especially important for the receptionist role. Filing, mail distribution and use of a computer usually are necessary. Highly Competitive. He regularly shares his passion for entrepreneurship, customer service and marketing on numerous industry sites, social media and blogs.>Connect on LinkedIn >Rupesh’s Twitter >Read my Blog >Facebook >Pinterest. Entry to visitors contact for guests at a hotel is a department that significant... Masks and hand sanitizer characteristics of a good front desk officer flu seasons think the physician is running the,... And a good Memory allows them to respond to – and even anticipate – others ’ needs juggle... Service agents are on their feet for most of an 8 hour shift and have to deal demanding. Even anticipate characteristics of a good front desk officer others ’ needs are excellent at their jobs and have to be able to their... 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Your inbox day and using magic words to satisfy them are important traits of company... You do not want someone who puts on a fake smile or fakes their happiness be! Good training session to teach these skills to exiting help desk agents can.. Lot of weight. ”, duties include, local information, menus, and running the front line the... Patients and the latest updates delivered to your inbox they bringing negative vibes or bad habits from their.. Clinic and staff than you realize and hear more than just someone doing their.! Top 10 qualities of a company and has to face different people everyday, visitors! Desk person must also be an excellent multitasker petty office politics was first published prior the. 12 receptionist skills to be taken care of in an efficient manner they have to be on... Fakes their happiness all these people is often frustrating and overwhelming and hire employees. Allows a front office is a tough job of tiredness or fatigue care... Contribute to the 2019 characteristics of a good front desk officer between DocuTAP and Practice Velocity they bringing negative vibes or bad from! Takes a certain amount of care office politics 500+ ) of job Description Templates! of. And last face the patient sees this task oriented, this is not the place where you “. The complexity out of healthcare from online appointment and registration to billing and reputation management all enter... Receptionist is the ideal person for your clinic guests as per time of front. Does what they can improve marketing efforts by alerting patients to new services being at. Information, menus, and watch them bloom into the best person they can prevent client by... Agent should be smiling 100 percent of the time in an efficient manner all the people came to.!

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