What are the most common front office mistakes and how to avoid them?

A falta de comunica??o é como tentar navegar sem um mapa - pode causar desordem, atrasos e frustra??o. Em ambientes como o de hotéis, onde a intera??o e coordena??o s?o essenciais, a comunica??o é o alicerce para o sucesso. Sem ela, surgem erros, mal-entendidos e clientes insatisfeitos. Estabelecer canais claros, protocolos eficientes e treinamento para uma comunica??o eficaz é crucial. Isso n?o apenas evita problemas internos, mas também melhora a experiência do cliente, criando intera??es mais positivas e satisfatórias.

Communication serves as the lifeline that enhances collaboration, streamlines processes, and ensures the cohesive functioning essential for achieving common goals. Important is to improve communication in different directions: 1. Among all the members of front office 2. with the customer 3. With the other departments Standard and procedures together with training can make this easier and possible. On top of that an attitude of collaboration, empathy and teamwork really makes the difference! HODs should set an example for their own department and show communication and collaboration with the other HODs and hotel staff. It is a matter of culture. Let’s begin from that

Addressing common front office mistakes in hotels requires a proactive and comprehensive approach. By investing in staff training, leveraging technology, prioritizing guest preferences, and maintaining open communication, hotels can create a positive and efficient front office environment. Regular assessments, feedback loops, and a commitment to continuous improvement are key elements in avoiding these mistakes and providing an exceptional guest experience

Quando o trabalho em equipe falha, é como se uma engrenagem crucial estivesse emperrada. A falta de comunica??o, coordena??o e confian?a pode levar a uma cascata de erros, desperdício de energia e desanimo. A solu??o está em cultivar uma cultura de colabora??o sólida, onde cada membro compreende seu papel, se sente valorizado e capaz de contribuir de maneira significativa. Sem essa base, as equipes podem se perder em disputas internas, redundancias e resultados abaixo do potencial. é essencial investir na constru??o de rela??es interpessoais sólidas e no estabelecimento de processos claros para maximizar o potencial coletivo.

Guests satisfaction depends on front office teamwork a lot. Management is key here. If there's too much accountability and guilty seeking, people can feel tied and afraid of working. If there's no accountability, people can wait till other team member to solve the problems. Management must be clear and consider the team as a whole, because when the team works, the whole team does, and when the team fails, the whole team does too. Assigning roles and specific accountability for each person can help to everyone feel responsible of its work. Don't fall into micromanagement because it makes teams feel insecure, and they stop doing anything without asking for permission first.

Data entry is fundamental for revenue and finance directors and anytime the data is incomplete or wrong it is a problem for all those departments who need the data to create a successful strategy for the hotel. In the worst case it can even create a revenue loss! All revenue managers and GMs rely on data because without data you are just another person with an opinion said Edward Deming. Front desk needs training and specific guidelines that should be provided by the room division, revenue manager and finance manager. Their work should be checked and improved. What I found really effective as an HOD is to explain the front desk why something should be done exactly in that way. Explaining the reason why will give them clarity and efficiency

Digitalization! Data entry must be residual by now… instead we keep relying on manual labor to provide the data in which we will base our strategic decisions and strategies. There are plenty of technical solutions that allow us to scan documents and collect the information we seek for any PMS we may use. Even better… develop a tool to ask for all this data in advance and the customer will do it for us.

One thing I have found valuable is accurate capture of the guests data for future communication. The guest journey starts from the moment a booking is made to long after the check out. The only way to give guests this amazing experience is to ensure data has been accurately captured.

The combination of training and experience is the best way. You have to train to learn first, the most you can. Then, the team start working, and then you can detect if something is not working well or can be better done. Thus, the team goes back to training but now with specific topics to leverage their level of expertise. If you keep this cycle once and another time, improvement is on the way!

Alongside technical and soft skills training, it’s beneficial to include training on crisis management and handling difficult situations. Providing mentorship programs where new staff can learn from experienced colleagues can also be very effective.

Regularly review and update security protocols. Training staff on recognizing suspicious behavior and ensuring a quick response to security breaches can add an extra layer of protection.

The most common front office mistakes include poor communication with guests, mishandling reservations, and inadequate problem-solving skills. To avoid these mistakes, prioritize effective communication by actively listening to guests and addressing their needs promptly. Implement a robust reservation system to manage bookings efficiently and train staff to handle guest complaints and requests with empathy and professionalism.

Lead by example; management should display the professional behavior they expect from their staff. Regular feedback and coaching sessions can help address any attitude issues early.

When I book a hotel I almost always follow this simple process: 1. I find the hotel on B.com 2. I call by phone to check if they will give me better conditions by booking directly 3. in 90% of cases the direct rate is higher than what I find in B.com 4. Although I point out that by booking the hotel directly the hotel can obtain better economic advantages, the hotel replies that they cannot apply a better rate than that of B.com 5. I go back to B.com and finalize the booking there I don't think we need a scientist to explain what was the terrible mistake that repeatedly occurs in the front office.

I believe two things stand out that aren't on the list- First is making the guest feel like they are in a transactional situation. While we would never do such a thing when a family member visits our home, occasionally when guests arrive at the front office it seems like a poorly orchestrated transaction. The front office often struggles with communication and direct, heartfelt eye contact. The second is a good, clean bill. A proper bill has been a challenge for a long time in the industry, from guest room dining charges, to the day of departure snack, and sometimes group folios are simply a circus. Provide a genuine, welcoming arrival experience and a simple, clean bill on departure and the world will beat a path to your door.

Poor Communication Skills: Train staff in effective communication, both verbal and non-verbal, to ensure clear and polite guest interactions. Slow Check-In/Check-Out Processes: Streamline these processes with efficient systems and staff training to enhance guest experience. Ignoring Online Feedback: Monitor and respond to online reviews and feedback, using them as opportunities for improvement. Inconsistent Service Standards: Maintain high and consistent service standards across all shifts and staff members. Inefficient Handling of Guest Complaints: Train staff in effective complaint resolution and empower them to make immediate decisions to resolve issues.