Skills and Knowledge for Front Office Receptionist Role

This report explores the skills and knowledge needed for the role of a front office receptionist. It discusses the importance of interpersonal and communication skills, technical proficiency, and problem-solving abilities. By developing these competencies, individuals can excel in their job responsibilities and contribute to the success of the organization.

Work based learning

Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
1. Skills audit and personnel development plan for the role of front office manager.................1
2. Produce a short report that reflects on progress in planning for and undertaking the work
role...............................................................................................................................................6
3. Produce a short report that finds out the skills and knowledge you need for the work role....6
4. Assess and document the learning and progress with reflective logs and journals.................7
5. Include a short report for your planning for a future career role.............................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Business organisations employee workers on the basis of their skills and competencies.
Career progression requires development of skills which are essential for performing daily
responsibilities of the role. Business establishment selected for this report is the UK based
restaurant which is locates at the Somerset House. This modern European restaurant serves wide
range of culinary items to their consumers with 19th century interior aesthetic. The front office of
this restaurant conducts various tasks which make a significant contribution in the growth and
development of this restaurant. Somerset House Management Company Limited is an active
employer included on 5 August 1986 with the registered office positioned in Cambridge,
Cambridgeshire. Somerset House Management Company Limited has been running for 34 years.
There is currently 1 lively director and 1 lively secretary in line with the cutting-edge
confirmation assertion submitted on 5th August 2020. This report includes a skills audit and a
personnel development plan for the post of front office employee at the Spring restaurant.
Reflection upon planning to undertake front office receptionist role within respective firm is also
provided into this assignment. Additionally, future career planning role as well as determination
of progress documentation is also performed into this report along with reflective journals.
MAIN BODY
1. Skills audit and personnel development plan for the role of front office manager.
Skills Current
Performance
Target
Performance
Resources Required
Communicatio
n skills
2 5
The key resource required for communication
skills development is to involve into several
public speaking sessions. Additionally, for
vocabulary improvement is others vital
aspects required for respective competencies
development.
Interpersonal
skills
2.5 4 For enhancing the interpersonal skills,
emotional intelligences are essential. It is so
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this aids to understand emotional states of
person as well as react consequently.
Additionally, the active listening
competencies are also required for this skills
development.
Leadership
ability
1 4 Developing confidence as well as situational
awareness aids to develop leadership
competencies. Also, other resources needed
for this skill improvement is enhanced
involvement into team work as leader.
Technical skill 3 4.5 The key resource required for this skills
development is advanced computer addition
with books that facilitates main knowledge o
computer. Also, attending continuous online
computer classes aids into respective skills
development.
Guidance
1- Bad, 2- Not bad, 3- Average, 4- Good, 5-Excellent
Based upon the explained skill audit, this may be examined that there is much gaps for skills
development which would provide me to gain effective capability related to front office
receptionist job role within Spring restaurant. In addition to this, the above described personal
skill audit, it may use through me to perform SWOT analysis which would aids me to
determined and clarify the areas in which development is vital for front office receptionist job
role into specific business.
Strength Weakness
 My analysis skills which would allows
me to determine profitability as well as
sales as per firm’s customers in specific
time duration.
 Leadership skills in my weakness
which develops issues for me while
implementing within firm. Also, with
aids of problems, I cannot aid me in
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 Interpersonal ability is my strength that
aids me to motivate staff and
developing efficiency of firm. With
aids of respective skill, I might be
competent to form effective bonds with
concentrated individuals of firm.
developing powerful team for me for
guiding to attain all day objectives
effectively.
 Additionally, my other weakness is
technical skills as I am not much
excellent in implementing my features
as well as obligation through utilising
advanced technology and other
software.
 Problem resolving is undertaken as one
of the determined drawbacks and this is
essential for me to develop my specific
capability to implement as front office
receptionist job role into control as this
would assists me to shape the
objectives of individuals requirements.
Opportunity Threats
 With assistance of evaluation
competencies, I might become
competent for obtaining various options
as with aids of this; I could able to
ascertain sales of established order
effectively.
 While implementing front office
receptionist job role into firm, unless
market area talent would work as
threats for e as because of it, I would
not become competent for determining
consumers desires effectively and
efficiently.
Personal development plan represents as the invariable procedures of understanding and
gain new competencies to perform job openly through official norms procedures as well as
evaluating performance of other staff. In addition to this, it is involved as inclusive actions lists
which are needed for expanding to develops based upon determined capabilities and features for
accomplishment of personal career intent.
Current Skills and Goals Personal / Monitoring the Evaluating the effectiveness
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Competencies used in
personal and professional
plan
Professional
Development
Plan
ACTIVITY
Progress of Personal Development
Plan
Communication skills It is much valued
skill at front
office
receptionist job
role as this
incorporates
continuous
interaction with
target customer
base.
By undertaking
the responds
from superiors
as well as person
firm, I able to
determine my
growth. Along
with this, I could
develop
appropriate as
well as effective
plan of practices
for team develop
skills.
Through performing this
development plan, I could
able to widen team work
talents. Additionally, I am
able to implement it in
effective way in firm and this
also aids to attain me and my
team member for attaining
determined objectives.
Interpersonal skills It is an essential
skill at front
office manager
role as these aids
administrative to
control its
subordinates as
well as interact
with base of
client effectively.
For determining
my development
I might
participate into
online exams.
Also, as through
this I may
successfully
enhance my
competencies or
not.
Through developing skills, i
could capable to utilised
technical equipments. Also
effectually during time of
presentation into front office
receptionist. Also, this would
aids me to determine team
members for using effective
technical equipments.
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Leadership ability Respective skill
enables front
office
receptionist for
supervising staff
effectually as
well as directs
them towards
growth of firm.
For determining
respective skill,
I could
undertake a look
at associated
leadership skills
as appropriate
attended session
through
professional.
Through maximising
respective skills, I could able
to implement task in respect
of market which is vital for
me for accomplishing client’s
desires. Additionally, with
assistance of this, I could also
enhance as well as undertake
effectual preferences.
Technical skills Respective skill
is vital for front
office manager
as they have to
manage maintain
customer records
upon computers.
In order to
determine this
skill, I will
attend on classes
and coaching
classes so that I
can make
improvement in
my technical
skills as well as
gain basic
knowledge
about computer,
MS excel or
other functions
of MS office.
For determining
this competency,
I would attend
session as well
as classes so that
With assistance of respective
skills, I could manager my
task based upon job role as
well as manager personal data
of clients associated with its
booking, payment and others.
Additionally, with aids of it, I
could able to maintain firm
data and customer entry as
well as exits.
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I could do
improvement
into my
technical
competencies
and obtain
understandings
about MS
EXCEL and
others.
Hospitality has dozens of different definitions, however it can be broken all the way down to the
act of creating a person experience welcome, normally through enjoyment and comfort. So what
is the hospitality enterprise? It includes many corporations that fall underneath this large
umbrella, such as inns, lodges, motels, eating places, subject parks, and lots greater. Another way
to higher recognize hospitality is via searching at The Big Four: Food and beverage, tour and
tourism, lodging, and exercise. The food and beverage class consists of eating places, bars, and
lounges. Travel and tourism covers airlines and tour businesses. Lodging may be whatever from
motels to AirBnBs. And pastime typically manner activities inclusive of golfing, fishing, and
tennis.
All of those industries are linked via their pressure to offer an fun experience for all who
participate. The atmosphere is welcoming and warm, the facilities occasionally offer handy
services including showers or complimentary valet parking, and their revenue commonly is
based on whether or not or not humans revel in being there.
Many satisfactory practices in hospitality mirror broader social and financial traits and
seek to reduce the manner wherein hotels are taken into consideration interchangeable by using
clients.
Unique Selling Elements- The concept of "precise selling elements" analyzes a way to
make your resort or eating place stick out from the gang. Each hotel ought to identify 3 particular
promoting elements and use them as a cornerstone of advertising efforts. These must be
distinguishing features consisting of well-known guests, unique gadgets together with fresh fruit
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bowls or freshly baked cookies for guests, superlatives such as "largest" or "smallest" or "high-
quality," or uncommon factors inclusive of pet goldfish in each room.
New Media-Management theorists are increasingly paying attention to methods in which
the hospitality industry can use new media as a form of excellent manage. Either assign your
own PR team of workers or rent a specialised company to display mentions of your commercial
enterprise in social media and on evaluate web sites. Use remarks from these web sites to
pinpoint fine-manage problems.
Company Culture- Organizational tradition creates the preconditions for successful
hospitality management. Best practices for developing a effective corporate lifestyle encompass
fostering the "C's" -- conversation, training, collegiality, cooperation and compromise. These
inspire employees to be creative, targeted and dedicated.
Green Initiatives- Hospitality enterprise leaders use green tasks to keep money, create
goodwill and create fantastic guest studies. Green cleaning merchandise can price much less than
traditional ones, enhance the manner a room smells, and avoid triggering allergic reactions and
chemical sensitivities in employees and guests. Green appliances lessen electricity use, and
inexperienced substances appeal to the tastes and possibilities of prosperous clients.
2. Produce a short report that reflects on progress in planning for and undertaking the work role.
As per the above explained personal development plan, this may be determined that as front
office receptionist through doing development into my few abilities, I could might progress into
planning and originate task responsibilities. With assists of team development skills, I could
build as well as develop an efficacious marketing and sales which allow me in facilitating
information regarding clients and attainment of goals which are set through management of
Spring Restaurant to attain into determined time duration; I would do interaction with various
audiences and assists to solve its queries. While improvement into technical competencies would
aids me in implementing my job responsibilities as well as duties in quicker manner and manage
the records regarding guest and others.
3. Produce a short report that finds out the skills and knowledge you need for the work role.
There are various capabilities as well as competencies which are required for implementing the
roles and responsibilities of front office receptionist role are discussed below:
Interpersonal skills: As a front office receptionist, the individuals of respective role are consider
to be ears as well as eyes of firm, developing soft skills to deal with various office politics for
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safeguarding its own image and business. Additionally, with aids of these competencies, it may
manage effective relations with staff at whole restaurant’s level, undertaking executives.
Communication skills: A stronger communication competency is ascertained as much vital
capability which is needed for particular job role into firm. Moreover, respective skills are also
essential for specific role for motivating staff or implementing its task and attain goals on
determined time. Therefore, interpersonal skills assists person to encourage their staff which
support in enhancing Spring restaurant profits.
Technical skills: This is undertaken as the effectual competency that is also vital for front office
receptionist role development. Within aids of respective skill as well as competency it may
conduct its responsibility officiously. Also, through doing development into this proficiency, it
might maintain information of customers’ whole comes into their restaurant. In addition to this,
respective skill would assist them to manage data related to its business transaction as well as its
buys at firm.
Initiative and problem resolving skills: Respective skill is also needed for front office
receptionist role to control the cost. With assistance of this, it may solve queries of clients and
facilitates them effectual solution so that it might retain them longer period with firm. in addition
to this, it could also manage its social media profiles as well as with screening job applicants.
Along with this, it would also aids to deal with various audiences and retain them for longer
duration through solving its issues.
4. Assess and document the learning and progress with reflective logs and journals.
This has been evaluated from the above described information that with aids of having effective
capabilities, I could do improvement into few competencies and abilities and others. for it, I has
better interpersonal skills which would allows in improving various capabilities and proficiencies
like problem solving, leadership, communication, technical and others which would aids me in
forming interaction with targeted customers or visitors, leads team as well as inspire person of
group so that it may implement its task in much developed way. Additionally, at the time of
learning as well as progress, I also create gaps into my communication skills which is raised
because of diversity into languages. With Spring Restaurant, there are various audiences as well
as clients visits which belongs from many regions and utilise several languages into its
communication which produce problems for me.
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5. Include a short report for your planning for a future career role.
For obtaining success upon Front office receptionist role within Spring Restaurant, I would plan
for ding development into my understanding, capabilities as well as experiences. Initially, i
would focused upon my competencies like problem solving, as well as communication when I
would has effective communication thereafter I would able to develop efficient interaction with
person or targeted individuals. Additionally, this would aids in facilitating explained information
regarding requirement of clients. In addition to this, it would also aids me in rendering facilities
based upon needs and retain consumers within firm for longer duration. It would also vital for
my development of career as when I would implement upon my present job role thereafter this
would allows me into may growth as well as success and promotion. Along with this, II also
planned to learn various languages as upon my recent role of job, it would be vital for my future
development. as with aids of this, I could interact with several targeted customers who used
various languages as this would make them feel comfortable and it may deliver its insights
simply related to facilities, restaurants as well as regarding its requirements.
CONCLUSION
As per the above report, this has been concluded it has been determined which work base
learning facilitates real life understandings to their scholars who are related with task into that it
may undertakes or used upon academics and technical capability as well as formulate its
employability. Moreover, this also related theory with activities as well as also enhances
understandings about interaction of strategic kinds. Within respective report, there is a
description about the skill audits and also manage personal develop plan and SWOT analysis for
determining strengths, weakness, opportunities and threats. In addition to this, it also facilitates
explanation about shorter report which allows to determine competencies and experiences for
performing the task as front office receptionist role into much efficient way.
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REFERENCES
Books and Journal
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