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Front of house / Office Boy Etiquettes
The document provides an orientation training for a front of house team. It outlines the roles and responsibilities of front of house executives which include greeting customers, answering requests, handling phone calls, maintaining records, and following up with customers. It discusses important skills like communication, problem solving, time management, and telephone etiquettes. It also covers grooming habits, uniforms, modes of communication, job knowledge, computer skills, discipline, and the importance of training and development.
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Introduction to the Front of House team and orientation training led by Sasikumar Natarajan.
Highlights the role of Front of House executives in maintaining organization and services.
Focus on grooming, personal hygiene, and etiquettes crucial for Front Desk executives.
Discusses different modes and profiles of communication essential for effective operations.
Details necessary job knowledge and skills, including handling procedures and multitasking.
Key telephone etiquette practices to ensure professionalism and clear communication.
Defines the responsibilities of a housekeeper in maintaining cleanliness and aesthetics.
Emphasizes the importance of discipline and punctuality in the workplace.
Identifies problems related to indiscipline and their impacts on performance.
Summarizes training areas including communication, computer skills, and customer relations.
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Front of house / Office Boy Etiquettes
- 1. FRONT OF HOUSETEAM
- 2. The Specific Job OrientationTraining for Front of house team. By SasiKumar Natarajan Training Manager- QAFAM
- 3. What is ourRole Maintenance of the Organization
- 4. What a frontof House executive Do • Greeting the Customer • Answering the Request • Answer Phones • Updating the information • Customer follow up • Post closing procedure • Maintaining the records
- 5. Etiquettes of Frontof Desk Executive *Gooming/Personal Hygiene/Personality *Body Language *Customer Relation *Communication Skill *Problem Solving Skills *Telephone Etiquettes *Time Management *Do's and Don'ts
- 6. What is Grooming •It is a process of making yourself smart and attractive. • This may help you to attract more people with your tidy appearance.
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- 8. GROOMING HABITS Brushing Hair cut Nailcut Bathing Uniform
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- 13. Official Communication Up WardCommunication Down ward communication Horizontal Communication
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- 18. Job Knowledge *Fax/Email/Enqury HandlingProcedure *Upkeep of Records / Documents *Customer Relationship *Computer Knowledge * Communication Skill *Telephone handling
- 19. Advantage of JobKnowledge • Job appraisal • Working knowledge • Co-ordination • Work performance
- 20. Front of HouseExecutive Skills • Interpersonal skills – patience, listening, and communicating are all people skills a front office executive must tap into while assisting guests • Customer-centric – making the needs of patrons the top priority and working to make their interaction with your company pleasant • Multitasking – handling phones, dealing with visitors, and responding to staff requests requires the ability to juggle a variety of things at the same time • Attention to detail – being able to follow procedures in the way the employer wants keeps the visitor experience consistent and in line with the company’s image • Discretion – privy to personal or sensitive information, especially in healthcare settings, front office execs need to be trustworthy and respect confidentiality
- 21. Telephone Etiquettes • Alwaysidentify yourself at the beginning of all calls. • Be sensitive to the tone of your voice • Think through exactly what you plan to say and discuss BEFORE you place a call. • Do not allow interruptions to occur during conversations. • Especially when leaving messages, speak clearly and slowly. • Build the habit of always turning off your cell phone ringer when entering a meeting, restaurant, theater, training class, or other place • Do not allow yourself to be distracted by other activities while speaking on the telephone • Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break • Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear words • Collect only required details from the customer politely
- 22. Computer skill •MS office •Excel •Powerpoint •Data Creation •Pivot chart •Monthly report Making
- 23. WHO IS HOUSEKEEPER Aperson who clean and maintain the aesthetic upkeep of the areas. He/she is responsible for the cleanliness of the property .
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- 25. Timing / Punctuality •Time management • Time discipline • Time limit • Value of time • Etiquette
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- 27. Discipline • Discipline isthe base for improvement of an employee. This may help us to identify the company target and regular need.
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- 29. Basic Problems -Indiscipline • Costing • Behaviour • Job specification • Timing
- 30. Major Problems 1.Grooming 2.Poor communication 3.Telephonemanners 4.Personal Belongings 5.Malpractice 6.Staff Interaction 7.Poor computer Skill 8.Organization Support
- 31. Training & Development •Communication • Job knowledge • Telephone Etiquettes • Computer skill • Grooming • Customer relation
- 32. Training & Development Thankyou By Sasikumar Natarajan