Make sure these wonderful people are working at your hotel! I'd say organization and a good level of social skills. Basically, you want to look for their ability to accept responsibility and work well in a team environment. - Thanks in advance for the LIKE :). Moreover, you are the face that the patient sees the entire time they are in the waiting room. Time management is another of the key characteristics of customer service employees who are excellent at their jobs. When guests approach the front desk to check in, they may be tired from their travels. Having someone who can juggle a handful of tasks, while remaining calm, is the ideal person for your clinic. Good Match. They can prevent client dissatisfaction by confirming protocols, orders, and particular information as it is provided. Also known as a front desk receptionist. fax, printer etc.) Update Your Score. When guests approach the front desk to check-in, they may be tired from their travels. 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? Look for a candidate who collaborates easily, can give and receive criticism gracefully, and rises above petty office politics. 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. 431 People Used 5 Essential Characteristics of a Good Front Desk Officer 1. Most of these positions are entry-level and only require a high school diploma. Prioritizing and managing the demands of all these people is often frustrating and overwhelming. 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. He typically also has the authority to deny entry to visitors. Front Desk Duties and Responsibilities Processing and preparing travel vouchers or other documents Good interpersonal skills go beyond basic communication abilities. 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. Some examples of duties include, local information, menus, and running the front desk. Use it to save time, attract qualified candidates and hire best employees. And many times, how they react can make or break our hotel’s reputation. 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. As with all of our staff, guest service agents should be willing to go above and beyond... Ability to Anticipate Guests’ Needs. 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. 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. However, it helps to know what makes a good one when hiring. A front desk clerk is an administrative professional. Filing, mail distribution and use of a computer usually are necessary. Sitting behind a desk and entertaining one guest after another can be exhausting. Please Like and Share this. Responsibilities for a front-desk job often include answering a multi-line phone system and greeting and directing guests, as well as staff. However, they all need to be taken care of in an efficient manner. Communication skills are an essential requirement of being a successful desk assistant, as most of what they do involves speaking and listening to people. 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. That said, majority of this responsibility falls in the hands of our front desk agents. 4.0. They can improve marketing efforts by alerting patients to new services being offered at the clinic that they may not be aware of. What are some more traits that make Front Desk Agents great? by Joanna Hughes. The most genuine and warm smile can cure even the worst of days. 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. Organized and detail oriented. You can hold a good training session to teach these skills to exiting help desk agents. Always smiling. There are many things we can teach our teams, I narrowed it down to 10. When guests arrive at our hotels, we only have a few minutes to make a great first impression. Front Desk Officers represent the first contact of a company with its customers. 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. Get more tips and the latest updates delivered to your inbox. Guest service agents are on their feet for most of an 8 hour shift and have to deal with demanding guests. Front Office Indiviual Essay . 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. In this article, I share the ten things that can make your front desk agents stand out. ©2020 Experity Health. Being organized allows a front desk worker to juggle these multiple tasks. Honesty: “Honesty is the best policy” – this proverb deserves to be … Ngai Yiu Student ID: 14087108D Seminar number: SEM003 A front office is a department that is significant and unique in a hotel. You are continually under their watchful eye. Proven experience as front desk representative, agent or relevant position Familiarity with office machines (e.g. A front desk officer serves as the first point of contact for guests at a hotel or other accommodation. You do not want someone who puts on a fake smile or fakes their happiness. Do they have hotel experience? ... Memory skills serve receptionists well because a good memory allows them to respond to – and even anticipate – others’ needs. 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. He may announce visitors, answer the telephone and record the names of all who enter. As with all of our staff, guest service agents should be … Working the front of house at a hotel is a tough job. Contrary to what some people may think, this is not the place where you hire “cheap” labor. Empathetic and Caring. You do not want... 2. In many ways, the receptionist is the silent conductor of the train. 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. Great chefs make ordinary foods extraordinary. 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. Good Fit. We must groom our staff, instill these 10 traits in them, and watch them bloom into the best person they can be. Eileen is right. 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 … They see more of the clinic and staff than you realize and hear more than you think. This resource was first published prior to the 2019 merger between DocuTAP and Practice Velocity. We have to train our desk staff to be extremely resourceful, to think on their feet and think of creative solutions to different situations. 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. While many people probably think the physician is running the show, the receptionist can contribute to the success or failure of your clinic. A well-trained front office employee is the start of a delightful experience for patients and the rest of the clinic’s personnel. However, a front desk agent cannot show signs of tiredness or fatigue. Pleasant Demeanor. A guest relations officer does what they can to make the guest happy. Not all front desk agents are created equal. Top 10 qualities of a great secretary: 1. They perform essential front desk administrative duties including answering phone calls, greeting clients, and overseeing the office budget. 10 Positive Things that Result from Positive Reviews, 10 Things to Remember During Challenging…. Willing to Go Above and Beyond. They have to be able to keep their private life private and not let any personal drama affect the way they treat patients. Successful help desk agents can be challenging to find. 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. Front desk employees are always multitasking; they must answer phones, greet guests, answer questions, check out customers, and more. The content reflects our legacy brands. All rights reserved. A receptionist sits at the front desk of a company and has to face different people everyday, including visitors and employees. It’s true. In this level of environment good manners, courtesy and politeness must be maintained in service. Highly Competitive. There are millions of amazing and great agents in our industry. Even though much of this goes back to being detail oriented, this is more than just someone doing their job. Officer should be quick enough to entertain all the people came to visit. 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. Are they bringing negative vibes or bad habits from their last job? There will be days where phones are ringing, multiple patients need attention, and a nurse from the back needs an important piece of information. The Top Personality Traits for Successful Customer Service Associates. It is not just about maintaining HIPAA compliance, it is about the presentation of your business and conveying the right message to your patients. 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. – not fun!). When you think about the representation of an urgent care clinic, what do you think of first? Written by Joanna Hughes. A Front Desk Clerk represents the first point of contact with the clients of a business, hotel or doctor’s office. 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). Get measurable results with software and services that take the complexity out of healthcare from online appointment and registration to billing and reputation management. Rather, you want someone who has an authentic smile on their face and greets those who come to your clinic with a pleasant attitude. Being on the front line of the front office means you are the first and last face the patient sees. 10 Traits of a Great Front Desk Performer 1. How do we know if the front desk person we just hired is the right fit for the job? These hotel professionals set the tone of the entire experience that our guests will get from their stay. They... 2. Willing to Go Above and Beyond. 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 desk officer should be a pleasing personality. The front desk takes a certain amount of care. Attention to Detail. We power the patient centered healthcare revolution. SALARY FIT. Front office staff cannot allow personal troubles to plague them. CULTURE FIT. 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. Energetic. Front Desk Representative job profile He literally sits at the front desk of a commercial or residential building, serving as gatekeeper. Here are more insights for your hotel, ________________________________________________________________, About AuthorRupesh Patel, hotelier and founder at, a U.S.-based Hospitality and Review Tools company that helps hotels increase revenues and occupancy, by boosting their online reviews and reputation. Remember that most of the above qualities can be fostered over time. 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 … The front desk really carries a lot of weight.”. By coordinating and contributing to patient care, the front office staff can alert staff to significantly ill and injured patients that require immediate attention. ️ Check out our Complete List (500+) of Job Description Templates!. 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. Empathetic and Caring. | Experity. At the front desk, it is important to have a person who is genuinely good natured. Comment below.Have a successful day!- Rupesh, Like this? (After reading, please share this article with a colleague, service agent or co-worker that could help them be their best! SKILL FIT. Office and Admin • Professional Development 6 Skills and Traits Employers Want in a Receptionist. People can spot that from a mile way. 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. 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. 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. 2. 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 office staff should not look like they are out of control and ready to melt down. A great front-desk agent should be smiling 100 percent of the time. Furthermore, duties include responding to complaints, service issues and other general questions or concerns as appropriate. Did they come from another hotel? Either way, there are certain traits that are essential for this position. Soft skills like friendliness and likability are especially important for the receptionist role. At the same time, none of us were born to take on this task. They can promote good health practices by encouraging the use of masks and hand sanitizer during flu seasons. The front desk does carry a lot of weight. Knowledge of office management and basic bookkeeping Proficient in English (oral and written) Wishing guests as per time of the day and using magic words to satisfy them are important traits of hotel staff. I know, I've had my share of working desk shifts..(remember doing 3 shifts in a row? 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. Your Personal Fit. Top 12 Receptionist Skills to be good on the Job. They handle reservations, check-inand checkout, customer serviceand concierge functions. As with attention to detail, the optimal front desk person must also be an excellent multitasker. The front desk takes a certain amount of care.

characteristics of a good front desk officer

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