While it’s important for all your hotel, office, or restaurant staff to have strong personality traits to enforce your brand, it’s especially critical for your front-of-house reception staff to possess these skills. That’s because they’re the first ones your customers see, and their interaction and approach can make or break the entire experience.
Front-of-house staff are your gate keepers, brand ambassadors, staff cheerleaders, and chaos coordinators – all rolled into one. In short, they wear many hats. Here’s a look at the power skills you should look for in these employees.
High Emotional Intelligence
Front-of-house staff engage in countless interactions with customers every day, and each of those customers shows up with their own unique needs. Some are high maintenance, some are tired, some are demanding and unreasonable. Some are pleasant and accommodating. The ability to empathize with each type of person is an overlooked skilled by front-facing staff. Indeed, it’s their responsibility that, despite all the unique needs and personalities they encounter on a daily basis, they ensure the best possible experience for your guests.
That takes a high emotional intelligence, or EQ for short. Armed with an understanding and friendly attitude, people with a high EQ can improve customer trust and satisfaction while building strong relationships and retaining composure under a variety of circumstances.
Adaptability
Think of your front-of-house reception staff as the glue that holds your organization together. If they can’t keep calm and take each situation in stride, all while multi-tasking and putting on a happy face, that glue will begin to deteriorate, affecting all other levels of the company. From desk clerks to hosts and hostesses, front-of-house staff have a lot on their plate at any given moment.
As such, they have to think on the fly, make quick decisions, answer questions, resolve challenges, and more. All of this can build up and become very overwhelming, especially at peak times. You need to hire staff that can handle that pressure without folding, adapting to their environment in a snap. Self-reliant, quick learners would be best in these types of situations.
Collaboration
A collaborative spirit is a critical personality trait in any front-of-house employee. Not only do they have to do their jobs, they have to collaborate and coordinate with all other staff to keep things running smoothly. Knowing how to seamlessly coordinate and communicate builds a strong foundation for a positive, welcoming work environment—something customers and clients will immediately pick up on. When they view teamwork in action, customers will feel safe and well take care of, giving them confidence in your brand.
Dependability
As we’ve said, your front-office staff are responsible for keeping your organization running seamlessly. But even the smallest of breakdowns can lead to a domino effect of issues that can quickly spiral out of control and impact other areas of your operation. Hiring someone who is dependable and stoic in the face of stressful and unexpected situations is essential.
This person has the ability to welcome guests, check them in, return calls, take reservations, resolve disputes, and keep people moving fluidly throughout the restaurant, kitchen, hotel, or office. They are tasked with bringing order by keeping accurate records, communicating effectively, and following standard operating procedures.
Confidence
Exuding an air of confidence is essential in front-of-office reception staff. This is necessary not just in fair-weather times, but also – and most importantly – in times of conflict. There will be instances where your staff must impart tough messages to customers, whether that’s a lost reservation, the need to reschedule an appointment, or the right to refuse service. These messages may not be well received, and can lead to customers becoming defensive or aggressive. The ability to de-escalate conflict with confidence is important in being able to quickly diffuse sticky situations.
Discretion
Your front-of-house staff is under the watchful eye of everyone, including other patrons in your restaurant or those waiting in your hotel lobby. This means they have to be mindful of their tone of voice, demeanor, and conversations with other staff members. Having good judgment involves nixing the negativity and gossip while keeping all conversations positive. Discretion and respect are both key to making a positive lasting impression that customers will remember when booking their next visit.
Contact Tumi Hospitality Today
Tumi Hospitality has the resources to connect you with top front-of house reception staff that possess these top power skills to fuel your restaurant, hotel, or office. To learn more about what we can do for you, call us at (512) 722-6000 or request staff online. Our staffing solutions extend to operations, food and beverage, banquet, reception, facility maintenance, and overnight kitchen.
