Challenges in the work life of front office executives of hotels

Challenges in the work life of front office executives of hotels

The role of a front office professional is a highly visible one with the challenge of managing multiple priorities simultaneously. It is in fact a very critical position for it is the front desk that represents the image of the organization. Different people have different expectations from the front desk and it is the responsibility of those in charge of it to live up to them.

An executive working in the front desk of a reputed hotel says, “Our typical work day is indeed very hectic. Apart from coping with the hazards of working in shifts there are a lot of daily demands that we have to keep up with. We have to put ourselves in the shoes of security personnel, communication specialists, secretary, management experts etc. all at the same time. Their are times when certain visitors just try to sneak in without checking with us. We have to handle them tactfully for we cannot annoy our guests. And, with increased security threats we have to be extra cautious on the safety aspect as well. It is sad but true that we have to bear the brunt of sexual harassment also sometimes. Again no matter how much angry or dissatisfied we are we cannot behave rudely with our guests. In our profession, customers come first; they are above everything else and are always right.”

However there is the other side of the story as well. “I enjoy interacting with different types of visitors throughout the day. I get to learn a lot. There are some impatient ones who try to get the work done immediately and some introverts who keep on waiting without uttering a word. Our success basically depends on how effectively we understand human nature, manage various distractions and yet remain focused on the job,” clarifies a front office staff.

Handling multiple roles at the front desk helps the executives beat boredom at work. A manager working in a hotel informs, “The front desk is a very important position for the behavior of the executives can make or mar the reputation of the organization. Personality grooming and etiquette sessions are a must for such employees. A front office professional should present oneself as polite, calm and confident. They should not take things personally even if some visitors treat them with disrespect. They should always have a professional approach. Moreover, all emergency numbers should be made available with them so that they can contact the concerned person in times of need.”

There is no denying the fact that a front office professional has a lot of responsibilities. Their success depends on taking care of all such challenges with a smile.


- Ranjita Chattopadhyay (views expressed in the article are that of the author)


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