Personality Traits of Front Office Personnel

Personality traits of front office personnel
Guests remain in direct contact with the front office staff throughout their stay at the hotel. As the
front office personnel are the first and the last point of contact with the guests, they reflect the
image of the hotel, and hence should carry themselves and behave in a way befitting the vision of
the organization.
The front office personnel must possess various qualities to discharge their duties efficiently, which
are explained as following:
1. Pleasant personality
Most often, a front desk employee is the first person with whom a guest comes in contact.
The guest starts building the image of the hotel from the physical appearance and
personality of the front office personnel. The gestures, grooming and personal presentation
of a front desk employee are very important in leaving a good impression in the mind of the
guest. The front desk personnel should be well turned out. He should have a pleasing
personality, greeting guests with a smiling face and showing interest in their concerns.
2. Personal hygiene
The front office employee should follow the highest standards of personal hygiene. They
are in direct contact with guests throughout the day. A good sense of personal hygiene is
imperative for the front office employees as their appearance influences the image of the
hotel in the eyes of guests. As guests check into a hotel at all times and would be in touch
with the front desk at any point of the day or night, the front office personnel need to look
their best at all times.
3. Physical fitness
It is important for front desk personnel to be physically fit as they have to be constantly on
their feet during their long working hours. During peak business time or shortage of staff,
they may have to work at long stretches. The bell desk personnel and sometimes the front
desk staff too have to perform tasks like lifting and shifting guest luggage and parcels etc.
4. Honesty
The front office employees should be honest and trustworthy. They should not succumb to
temptations that may arise during the day to day working of the department. Honest
employees are an asset to an org and leave a good impression of the hotel in the mind of
guests.
5. Salesmanship
There are many instances when the front desk personnel can sell slow moving services or
products of the hotels. If the room category desired by a guest is not available, they can
suggest the guest to book a room of higher rate category, rather than rejecting the
reservation request. They can motivate guests to increase their length of stay by informing
them about the nearby places of interest or upcoming events and shows.
6. Diplomacy
It is a very important characteristic needed in any front desk personnel. They should be
diplomatic while attending to any problem that a guest might have with the hotel and its
services. They should solve the guest problem, without upsetting or offending the guest. For
e.g. while rejecting a request for a room booking for unavailability.
7. Good memory
Any guest would like to be recognized by the hotel staff and be addressed by their names on
their repeat visits to the hotel. A sharp memory will help the front office staff to remember
and respond to the reservation requests and special preferences of the guest. This gives a
personalized touch and establishes a lasting relationship with the guest.
8. Good communication skills

Good comm. Skill will permit the front office personnel to be confident while interacting
with a guest. They should be polite, clear and precise in their communication.. They should
be proficient in English or other widely spoken language. Knowledge of any other foreign
language is an added advantage.
9. Calmness
The front office personnel should be able to remain calm and composed in high pressure
situations, like handling a highly unsatisfied or angry guest. The calmness and patience of
the personnel in such situations will help to diffuse the tension, resolve the problem, and
win the guest faith and loyalty.
10. Courteousness
It is important that the personnel should never argue with the guest. In case they are unable
to resolve a guest problem, they should involve their immediate supervisor. A smooth
resolution of problems teamed with a courteous behaviour of a hotel staff will lead to
goodwill among guests.
11. Loyalty
The front office personnel should be loyal to their job as well as to the management and
their organization. Loyalty instills a sense of belongingness among employees, which
reflects in their interactions with guests.
12. Punctuality
The front office employees should be punctual in reporting for their shifts, as well as in the
discharge of their duties and responsibilities. The punctuality of employees reflects their
commitment to their workplace.

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Personality traits of front office personnel

8. Good communication skills

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