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