Lesson 2.2

Question 1

Qualities of a Good Front Office Employee

Answer 1

• Warm Personality
• Keep Interest in meeting people
• Poise under Pressure
• Desire to be helpful
• Ability to listen
• Desire to be liked
• Speak positive
• Do not criticize competing hotels
• Immediate Attention

Question 2

SELECTION OF FRONT OFFICE STAFF

Answer 2

1. General appearance
2. Mental alertness
3. Evidence of Emotional Stability
4. Administrative Qualities
5. Flexibility
6. Professional Attitude towards Job
7. Professional Demeanor

Question 3

• Always carry a smile
• With good health
• Pleasant voice and ability to listen
• Good Attention
• Care to Body Cleanliness
• Friendly Attitude

Answer 3

General Appearance

Question 4

• Ability to carry on logical conversation and reasoning.
• Able to make clear and concise statement.
• Able to meet difficulties intelligently.

Answer 4

Mental Alertness

Question 5

In WORK and at HOME

Answer 5

Evidence of Emotional Stability

Question 6

• Ability to Control
• Ability to command and make people obey

Answer 6

Administrative Qualities

Question 7

• Is willing to accept different shift
• Is not ‘set in ways’
• Understand others point of view
• Is a team player

Answer 7

Flexibility

Question 8

• Report to work on time
• Positive attitude towards Job
• Recognize POSITIVE and NEGATIVE aspects of the Job
• Sensitive to guest needs
• Has a sense of Humor
• Responds and speaks intelligently
• Creative

Answer 8

Professional Attitude towards Job

Question 9

• Projects maturity
• Appears to be business-like
• Is courteous
• Maintains control in difficult situations

Answer 9

Professional Demeanor