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.

1. FRONT OF HOUSE TEAM

2. The Specific Job
Orientation Training for
Front of house team.
By
SasiKumar Natarajan
Training Manager- QAFAM

3. What is our Role
Maintenance of
the Organization

4. What a front of 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 Front of 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.

7. GROOMING

8. GROOMING HABITS
Brushing
Hair cut
Nail cut
Bathing
Uniform

9. Grooming accessories

10. UNIFORM

13. Official Communication
Up Ward Communication
Down ward communication
Horizontal Communication

14. COMMUNICATION PROFILE

15. Mode of Communication
Oral

17. Job Knowledge

18. Job Knowledge
*Fax/Email/Enqury Handling Procedure
*Upkeep of Records / Documents
*Customer Relationship
*Computer Knowledge
* Communication Skill
*Telephone handling

19. Advantage of Job Knowledge
• Job appraisal
• Working knowledge
• Co-ordination
• Work performance

20. Front of House Executive 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
• Always identify 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
•Power point
•Data Creation
•Pivot chart
•Monthly report Making

23. WHO IS HOUSEKEEPER
A person who clean and
maintain the aesthetic
upkeep of the areas.
He/she is responsible for
the cleanliness of the
property .

24. Timing / Punctuality

25. Timing / Punctuality
• Time management
• Time discipline
• Time limit
• Value of time
• Etiquette

26. Timing / Punctuality

27. Discipline
• Discipline is the base for improvement of an employee.
This may help us to identify the company target and
regular need.

28. Discipline

29. Basic Problems - Indiscipline
• Costing
• Behaviour
• Job specification
• Timing

30. Major Problems
1.Grooming
2.Poor communication
3.Telephone manners
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
Thank you
By
Sasikumar Natarajan