The front office or reception is an area where visitors
arrive and first encounter a staff at a place of business. Front office
staff will deal with whatever question the visitor has, and put them in
contact with a relevant person at the company. Broadly speaking, the
front office includes roles that affect the revenues of the business. The term front office is in contrast to the term back office
which refers to a company's operations, personnel, accounting, payroll
and financial departments which do not interact directly with customers.
The front office receives information about the customers and will
then pass this on to the relevant department within the company. The
front office can also contact the marketing or sales department should
the customers have questions. The company needs to give training to the
front office manager as this position will come in contact with
customers the most.
The most common work for the front office staff will be to get in
touch with customers and help out internally in the office. Staff
working at the front office can also deal with simple tasks, such as
printing and typing tasks and sorting emails. Although front office
staff might only need to perform tasks such as answering the phone,
using the printer and fax machine, training is still needed on these
tasks.
Front office is related to a service delivery system, where employees engage with customers. It uses the parameter of labor intensity to figure out the distinctive characteristics of a service.
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