This document discusses the key attributes required for front office staff. It lists attributes such as pleasant personality, personal hygiene, physical fitness, honesty, salesmanship, diplomacy, good memory, good communication skills, calmness, courtesy, loyalty, punctuality, and a smiling face. For each attribute, it provides further details on what is required and why it is important. For example, it states that personal hygiene includes being clean and fresh looking, brushing teeth twice a day, showering regularly, and shaving every day. Physical fitness is needed because front office staff must stand for 8-10 hours each day.

2. Welcome to a
new learning
session!
Knowledge is Money.

3. Attributes of a Front Office Staff
Pleasant
Personality
Personal
Hygiene
Physical Fitness
Honesty Salesmanship Diplomacy
Good Memory
Good
Communication
Calmness
Courteousness Loyalty Punctuality

4. Pleasant personality= Personal Grooming:
He/she must be neat and clean, both, physically and in dress (clothes).
Hair should be well cut, clean and well groomed.
A soft perfumes or body spray may be used (but not too much) to
avoid sweaty odor.
Jewelry should include only one ring and one
necklace for ladies.
Armbands or metallic neck wears should be
avoided.
Grooming and fashion are not the same things.
The most important thing is the personal grooming of every
staff in front office.

5. Maintaining personal hygiene is also the prime duty of
every front office staff as they come directly in contact
with guests. To ensure cleanliness, and to make a
positive image for his or her hotel, a front office staff
should perform the following:
Clean and fresh looking appearance
Brushing teeth twice in a day
Having shower regularly
Shaving everyday
Clean inside means shining outside
Personal Hygiene:

6. In the front office desk and lobby area, every one
performs his or her duty while standing for 8 to 10 hours
everyday. During working hour, there is no option to sit
and no seating arrangements are available for the hotel
staffs as per hotel rule. Therefore, physical fitness is a
must for every hotel staff, especially, for front office
staffs, because standing on duty time is essential.
Physical & Emotional Fitness:

7. Definition of 'Emotional Intelligence'
• Emotional intelligence refers to the capability
of a person to manage and control his or her
emotions and, possess the ability to control
the emotions of others as well. In other
words, they can influence the emotions of
other people also.
• It is said to have five main elements such as -
self-awareness, self-regulation, motivation,
empathy, and social skills.

9. “Honesty is the best policy” & this proverb deserves to be
remembered during the whole service life.
Dishonest people are never trusted and they can never
be part of a successful team.
Honesty:

10. Salesmanship
If the customer does not know about it,
he or she will not buy it.
Front office staff have to give
information about hotel products and
services in such a way that, guest feels
motivated to buy it.
However, never force or plead with a
guest to buy something.

11. Diplomatic
Never say ‘No!’ to a guest. Offer an alternative solution.
Hurting the feelings of a guest, co-worker or any visitor
damages the goodwill of your organization. Never criticize
your company, colleagues & boss in public.

12. A person’s name is the sweetest music to their
ears. Calling guests by their names, remembering
their preferences make a guest feel special, and
valued.
This encourages them to return to the hotel and
that is good for our business.
Memorizing skill:

13. Lifestyle-Based Ways to Improve Your
Memory
• Eat Right. The foods you eat, and don't eat, play
a crucial role in your memory. Avoid sugar. Eat
fresh fruits, vegetables & nuts.
• Exercise. Do meditation. Decrease stress.
• Stop Multitasking.
• Get a Good Night's Sleep.
• Play Brain Games.
• Master a New Skill.
• Try Mnemonic Devices.

14. Good Communication Skills
The ‘ABC’ of good communication are:
Articulate: clear.
Brief: precise, to-the-point.
Composed: emotions under control.

15. Poise or Calmness
The ability to handle pressure, anger, insults,
selfishness (negativity) from others, is poise.
It is a great quality but most people have to
learn it.
It is a very important soft skill.

16. Courteousness
To understand ‘courteousness’ we might think of a King’s
Court (दरबार).
The way one had to behave in the presence of a king
(with absolute powers of life & death), that is
courteousness.
A customer is the patron of every business.
• patron
• /ˈpeɪtr(ə)n/
• a person who gives financial or other support to a
person, organization, or cause.
• "a celebrated patron of the arts"

17. Etiquette and manner are the essential quality that every
front office staff has to possess whether it is a small hotel
or large. Especially the star level hotels are the meeting
place of the elite of the society. At this level of
environment, good manners, courtesy and politeness
must be maintained in service.
Wishing guest as per time of the day and using magic
words to satisfy them are important traits of hotel staff.
Etiquette and Manners:

18. Loyalty
Loyalty is the quality of staying firm in your
friendship, or support for someone, or
something.
Our first loyalty always should be towards our
Organization, because it trusts us, and
employs us.
Second comes the Guests and third are the co-
workers.
Country, above all.

19. Punctuality
Punctuality reflects a person’s commitment in
general.
Being on time can also protect you from an
angry guest. Hotel guests are becoming
increasingly demanding in terms of service
delivery and, delay means denial of service.

20. A smile is the beginning of a great relationship.
Front office staff should maintain cheerful
attitude and, smiling face while dealing with
guests. Thus, guest will feel free and comfortable
if he or she finds the staff with a nice smile.
But the staff should never have a plastic smile.
Smiling Face:

21. http://plakhawat.blogspot.com/2016/08/attributes-
required-for-front-office.html

22. Compilation & Presentation
Praveen Jha
Senior Faculty
IHM Hajipur
Vaishali, Bihar