It’s Springboard’s Front of House Festival 2016 this week, which has been created to raise the profile of job opportunities in front of house and the waiting profession, as well as the career paths, progression routes and great rewards on offer.
We called upon our very own Roberto Castella, Operations Manager at Lexington Reception Services (LRS), to talk to us about his role, what he loves about front of house and the skills needed in a customer facing role.
Roberto joined LRS having worked in the hotel industry side of reception services. He worked in our front of house operations and worked his way up to Operations Manager.
What motivates you when front of house?
People often ask what motivates me day-to-day when I am front of house and the same applies in my role now. It’s people – the chance to get to know them and see how I can adapt and change to meet their needs, not just with our clients but also colleagues. It’s that desire to achieve excellence in everything we do.
Describe excellence
Excellence is when our client, internal or external, walks away feeling their day has improved by something we’ve done for them.
Top three things to consider when working front of house
– Connecting with people
This is the hardest, and yet one of the most enjoyable elements of the role. Everyone is different so what works for one won’t work for another. It’s important to make everyone feel special.
– Attention to detail
Paying attention to detail is essential. Everything from remembering someone’s name to how your desk and uniform look.
– Communication and collaboration
How you communicate and interact with the rest of the team and other departments is vital to ensure the smooth running of the operation.
Top three skills needed for a front of house role
– Excellent people skills
– Excellent communication skills
– The ability to work as part of a team as well as being self sufficient
What do you love about your role?
I love my role because it’s an extension of what I was doing before and it gives me an opportunity to share my passion for providing a world-class customer experience and help others entering the profession.
