Front Office Management & Customer Service
Definition and Responsibilities of Front Office Manager
Front Office Manager – is the senior person in an office environment and accountable for maintaining a professional work environment, staff supervision, and administrative support. He/she uses a number of skills to successfully perform their duties. Two of these skills are a thorough knowledge of the company and an understanding of its products or services they offer.
What Are the things You Need to Know As FOM
2. Company structure
3. Employees Duties
4. Work Environment
5. Admin Support
The Priority Matrix
Which as FOM knows how to evaluate tasks according to importance and urgency.
Definition and Difference Between Urgent and Important
URGENT – tasks demand your immediate attention.
IMPORTANT – tasks that matter and not doing them may have serious consequences for you and/or to others.
The Distinction between urgent and important is the key to prioritizing your time and workload whether at work or at home.
Workplace Communication Structures, Systems and Processes
Communication - the imparting or exchanging of information by speaking, writing, or using some other medium.
Verbal - describes the process of conveying meaning in the form of words.
Non verbal - describes the process of conveying meaning in the form of non-word messages. Five Categories: Haptic, Chronemic, Spatial, Body Language, How one dresses
1. Basic Principles of Communication
a. Focus on Behavior (what we do), not personality (what we are)
b. Be Specific
c. Use the Power of Questions
1. Open Questions – require more than one word answer
2. Closed Questions – Answerable with a YES or NO
3. Fact Finding Questions
4. Clarifying Questions
5. Developmental Questions – requires the learner to process information, not simply recall it from a lecture, a handbook or other sources.
6. Testing Questions
7. Leading Questions – subtly prompts the respondent in a particular way. Leading questions are generally undesirable as they result in false or slanted information.
e. Listen Actively
Different Kinds and Characteristics of Business Structure
a. Sole Proprietorship – An unincorporated business owned by a single individual. Freelancers and many other self-employed people are, in legal terms, operating a sole (latin word sulos - alone) proprietor business.
b. Limited Liability Company (LLC) – formed by one or more individuals or entities through a special written agreement. The agreement details the organization of the LLC , including provisions for management, assignability of interests, and distribution of profits and losses. LLCs are permitted to engage in any lawful, for-profit business or activity other than banking or insurance.
c. General Partnership – composed of two or more persons who agree to contribute money, labor, or skill to a business. Each partner shares the profits, losses, and management of the business, and each partner is personally and equally liable for debts of the partnership. Formal terms of the partnership are usually contained in written partnership agreement.
d. Limited Partnership – Composed of one or more general partners and one of more limited partners. The General Partners manager the business and share fully in its profits of the business, but their losses are limited to the extent of their investment. Limited Partners are usually not involved in the day to day operations of the business.
e. Limited Liability Partnership – a limited partnership that chooses to become an LLLP by including a statement to that effect in its certificate of limited partnership. This type of business structure may shield general partners from liability for obligations of the LLLP.
f. Corporation – a more complex business structure. A corporation has certain rights, privileges, and liabilities beyond those of an individual. Doing business as increased in licensing fees or decreased personal control. Corporations may be formed for profit and non-profit purposes.
g. Non-Profit Corporation – a legal entity and is typically run to further an ideal or goal rather than in the interest of profit.