Front of house services can impact an entire company

What is front-of-house?

Front of house is a front liner and is the first person who interacts with customers, guests or employees in the premises. Front-of-house services can be placed in different venues such as in offices, hotels, apartments and restaurants. They are responsible for creating a great customer service experience for everyone and ensuring the smooth operations of the business. Front of house services have various important key points that can impact an entire company as follows:

1. Make first impressions count!

It is completely natural that we as humans make quick judgements based on appearance. As we enter a new building, our brain starts to think and question as to whether the building entrance place is a beautiful, creative, innovative, casual or plain simple. People use their visualization and sensory to understand the conditions of the premise. Front-of-house services’ first impression matters since it builds a positive image of the organization. A simple greeting such as a good morning or good afternoon to people during arrival immediately sets a welcoming tone and shows great courtesy to everyone. Any employees, clients, visitors or guests are the first people who enter the building and the front-of-house are the individuals that these people have contact with. Immediately, they make initial judgements of the organization based on their experience with the front of house staff.

The client will gather information regarding about company and know your company values. What makes your company differentiate with the rest of the company and does space motivate employees or customer to visit? Does your front desk area clearly promote your values, brand, message and business? All these questions reflect the company brand and work culture. In addition, front-of-house services must display helpfulness, resourcefulness, well-mannered and presentable appearance that sells and delivers business results and boost the entire organization image. That is the reason why the first impression matters for business.

2. Great communicator with people

Front-of-House services are an asset to the organization since they can convey information easily and are well-spoken with everyone they meet. They are the front liners who surely attend to your needs and are also good listeners. Whenever anyone asks them for information, they will find out all the best information and revert to you. Front of house is able to make clients and guests feel welcomed and at ease once they enter the building. They can control their emotion positively well under a high-stressed environment and be completely calm managing their guests in waiting for a queue at the front desk while making an email request and at the same instant handling continuous incoming phone calls. They must respond to all client’s requests and their needs as quickly as possible. For any complaints received, they must take proper care and steps to solve them with alternative remedies. Front of house staff even guide callers appropriately and answers routine inquiries. They must display a positive attitude, outstanding communication skills and impeccable presentation.

3. Employee retention

We always expect people to be in front of the desk all the time to answer caller questions and issues. As a business owner would want employee loyalty and lower turnover. By retaining front-of-house staff, the company can deliver a highly productive workforce, increase workplace morale, high-quality service and attract new customers. The company do not have to worry whenever the client or guest needs help for some matters because the front of house service is paid to be always there and available most of the time. Front of house service staff are professionals who have undergone adequate training and get employees rewards to motivate them to work over a long haul. New hires of the front-of-house are trained to be familiar with company policies and even handle problems arise at the front door. Although the problem seems small, if the front of house service does not take any action to address the issues or completely ignores them, then it can turn out to impact guest or client satisfaction that might lead to disappointment.

Maintaining customer satisfaction are guaranteed work that front-of-house is expected to perform. We expect the front of house services provide top notch customer service and quality work result, that does not disrupt in daily operations due to a smaller number of employees or inexperienced employees without given proper training. We want our business service to improve and maintain its quality. The company want to keep high-quality talented employees or the best people, save more time and money for training that leads to increased productivity.

4. Acquire the best multi skills employees

Front of house is considered to possess jack-of-all-trades ability because they are reliable people who can always adapt to new situations and sufficiently flexible to handle any tasks. The front of house services is actively involved with various department and tends to talk with people throughout the company and outside visitors. Whereas, the normal workplace employees focus on their responsibilities and may not necessarily get involved with other areas in the company, the front of the house is the perfect person for the customer to inquire any questions since they are extremely knowledgeable about the organization and very aware on what is currently happening throughout the business. Besides that, they are good at time management and make use of the time wisely for work. They can organize their job and delegate duties with other employees timely. They are always available to receive phone calls, messages and get in touch with people. In a split second, they can find for you your necessary email address, phone numbers, documents that you need as fast as possible. They ensure the business runs smoothly and make people feel that they are in good hands. They have the necessary customer service skills, administrative skills, hospitality skills and sales skills in a person.

5. Ensure the safety and security of the premise

Front of house services also prioritizes putting your safety first. They focus on managing security to prevent unauthorized personnel access to enter the building and ensure safe premises for employees, visitors or guest. Front of house is one layer of security that creates a unique atmosphere in the building. They are familiar with employees, tenants, visitors from accepting deliveries and controlling the operation of elevators since they are trained to detect any suspicious behaviour and detect uninvited people. It guarantees that your tenants, employees and guest feel safely entering and exiting the building. The main entrance can be the most vulnerable part and become a target for criminal activities. It is challenging to determine people’s intention once they have gained access to your data, guest, employees and premises. Strangers from the walkway without authorization can simply waltz into your company and pose a threat. Front of house is adequately trained to stay alert to handle the safety of the building and respond to any given situation or accident.

Atalian Global Services provides professional front of the house and hosting services. Our front of house services handles training centres, recruitment agencies, sales galleries, event management, corporate hosting, sales promotion, welcome airport assistance and rail passenger front desks and meeting conferences. We ensure to deliver a 5-star quality service experience that will exceed people expectation. Atalian offers the best front of the house and hosting services that are tailored to your specific needs and provides a suited package for you. Do contact us for a free consultation today for more information about our services.