Notes on duties of f.o staff

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Notes on duties of f.o staff

  1. 1. Front Office Job Description Department : Front Office Position : Front Office Manager Scope of Work : To ensure that all Departments under his supervision are successful and as independent profit center as possible, ensuring maximum guest satisfaction consistent with our hotel standards, through planning, organizing, directing and controlling all aspects related to the revenues and operating expenses. Report To : Directorof Rooms Responsible For : Assistant Front Office Manager, Concierge, Reservation Supervisor, Reception Supervisor,Assistant Manager, Telephone Supervisor, Business Center Supervisor,Kiosk Supervisor. Main Duties : Financial Responsibilities : 1. Is able to effectively interpret financial result in regards to revenues, payroll,costs and expenses. 2. To assist in the preparation of the Annual Operation Budget which will form part of the Business P 3. To establish and monitor cost and expense control systems and procedures toachieve budgeted o 4.
  2. 2. Is able to take corrective measures and actions to ensure highest possible profitability. 5. Maximizes revenues through pro-active action rather than re-active. Operational Responsibilities : Guest Service 1.Personally and frequently verifies that guests in his operation are receiving the best possible se 2. Schedules himself to be on the front during peak operation hours, checking on standards of servic 3. To be demanding and critical to service standards as well as hygiene standards. 4. To constantly strive to please all guest that he may come into contact with. 5. Is responsible that employees project professionalism and are well trained and provide friendly an 6. Ensure a speedy telephone and message service at all times. 7. Maintains an atmosphere of tranquillity at the Front Desk, never giving the impression that there Product : 1. Verifies constantly that the physical product in all aspects is consistent with the hotel standards. 2. Periodically inspects rooms to ensure cleanliness and well maintained rooms. Patrols assigned are 3. Ensures that policies and procedures in regards to staff appearance, hygiene and sanitation are e General 1. Ensure that corporate, divisional and departmental policies and procedures are adhered to at all l 2. Liaise closely with other Departments and emphasizes on excellent inter-departmental relations c
  3. 3. 3. Delegate authority and responsibilities to direct subordinates without relinquish ultimate responsi Marketing Responsibilities: 1. To assist in the preparation of the annual, Business Plan for the entire Department. 2. Fully understands the market needs of house guest and local market, assisting in the developmen 3. Is constantly aware of new market trends and activities of competitors, ensures that his operatio 4. Entertains regular and potential clients and maintains excellent guest relations. Personnel And Training Responsibilities : 1. Is an excellent people manager, showing respect for local customs and culture. 2. To build an effective management team through taking an active interest in the development of s 3. Gives his subordinates frequent feedback on their performance and status of development. Condu 4. Exercise self-control, patience and is known for his fairness at all times. 5. Maintains an “Open Door” policy. 6. Projecta positive and motivated attitude among his peers and employees at all times. 7. Ensures that all personnel and training related policies. 8. Ensures that all areas of responsibility are properly staffed, supervised and operating smoothly. 9. Is totally committed to training and shows concern about the training his employees receive, an v 10. Assist the departmental trainer in their development and monitors their effectiveness in staff train 11.
  4. 4. To ensure that all employees are fully conversant with the hotel’s facilities and services. To ensur Administrative Responsibilities : 1. To maintain all hotel records and forms as prescribed by established policies and procedures. 2. To control the preparation of room occupancy forecast on a daily, weekly and monthly basis. 3. Is able to meet given or agreed deadlines. 4. To attend all briefings and meetings as requested and necessary. 5. Is able to plan long term but at the same time is able to react to sudden chances instantly. 6. Plans pro-active rather the re-active. 7. To ensure that guest history record is up-to-date at all times. 8. Conducts briefings and meetings as per established policies. 9. Is comfortable in the use of computer systems. 10. To advise management and sales of the update reservation status for reference in business solicit 11. To ensure that report is ready for Sales Office within ten days of the current month. 12. To understand and comply with local regulations and legislation. 13. To assume the function of Duty Manager representing management in accordance with the Duty M To carry out any other reasonable duties and responsibilities as assigned to. S Rooms 2# Posted: 5-31-2009 22:52 | All replies by this member
  5. 5. Green Belt Thread 770 Digest 65531 Credits 1062 Prestige 534 Purview 30 Joined 9-1- 2008 By Rooms on 6-1-2009 18:48 last edited Position : Assistant FrontOffice Manager Scope of Work : To assist the FrontOffice Manager to manage the Front Office Department efficiently and to the standard expected of the hotel. Report To : Front Office Manager Responsible For : All Front Office Staff Main Duties : 1. To implement and continue the company’s policies procedures as detailed in the 2. To ensure sufficient coverage in all sections at all times. 3. To ensure that this Department operates efficiently, and that every guest receive 4. To be full conversant with all aspects of the maximal computer. 5. To check monthly Attendance Records and discuss any discrepancies with the Fro 6. To assist the Front Office Manager, and action all reasonable requests make by t 7. To be a deputy of the Front Office Manager in his absence, and ensure that the F 8. To assist the departmental trainers in their development and monitor their effect
  6. 6. 9. To attend meetings in absence of Front Office Manager. 10. To chair the F.O meeting & Briefing in absence of the Front Office Manager. 11. To carry out any reasonable duties and responsibilities as assigned to by the ma Reply Quote Report Props TOP Rooms Green Belt Thread 770 Digest 65531 Credits 1062 Prestige 534 Purview 30 Joined 9-1- 2008 3# Posted: 5-31-2009 22:53 | All replies by this member By Rooms on 6-1-2009 18:53 last edited Position : Secretary to Front Office Manager Scope of Work : Perform all duties of a secretarial nature, including taking dictation, transcription typing,setting up appointments, receiving and screening calls, preparing correspondence and memoranda and maintaining files of all Front Office correspondence and statistical date, control of the purchasing requirements for Front Office. Report To : Front Office Manager Responsible For : Nil Main Duties :
  7. 7. 1. Type reports, letters memoranda, minutes, forms and correspondence including 2. Maintain files daily revenue report, night clerks report and all statistical data per 3. Post all important memoranda on the bulletin board for the information of all Fro 4. Maintain an updated file on all Front Office employees. 5. Answer all guest correspondence pertaining to complaints/comments within 24 h 6. Take down and transcribe dictation and minutes of the Front Office meetings. 7. Answer and make telephone calls and arrange appointment for the Front Office M 8. Maintain adequate stocks of office supplies and initiate requisition for approval b Reply Quote Report Props TOP Rooms Green Belt Thread 770 Digest 65531 Credits 1062 Prestige 534 Purview 30 Joined 4# Posted: 5-31-2009 22:54 | All replies by this member By Rooms on 6-1-2009 19:00 last edited Position : Assistant Manager Scope of Work : To be the representativeof the management team and provide a means of communication between management, guests and employees by supervising and assistingin the smooth and efficient running of the hotel. Report To :
  8. 8. 9-1- 2008 Front Office Manager Responsible For : Guest Relation Officers Main Duties : 1. To handle any complaint with tact and diplomacy at all times. 2. To report all guest complaints, compliments and suggestions to management. 3. To inspect pre-assigned accommodations for VIP guests, ensuring that all room s 4. To have a sound working knowledge of the hotel’s daily functions-Luncheons,Din 5. Take responsible for the utilization of the grand master and emergency keys whi 6. To investigate all guest and employees accidents and report the circumstances to 7. To patrol in the hotel to ensure everything is in good order and condition. 8. To observe & enforce the overall conduct and appearance of the employees. 9. To inform the Food & Beverage Office of any Food & Beverage Outlets requiring a 10. To co-ordinate with Security in investigation guest’s lost property. 11. To keep the Logbook up to date reporting any irregularities and discrepancies. 12. To be fully aware of the hotel’s emergency procedures with regard to safety of g 13. To arrange alternative accommodation for the turn away clients as when hotel is 14. To pay courtesy calls regularly to hotel long-staying guests and VIPs. 15. To act as a media between guests and hotel management.
  9. 9. 16. To take turns to be Night Manager. 17. To assist in the Front Desk operation whenever it is necessary and required. 18. To attend all briefings and meetings as requested and necessary. 19. To be fully conversant in the maximal computer system. 20. To ensure the front as well as the back of the house are clean and tidy. 21. To ensure that all operative Departments render services with maximum efficien 22. To check Room Discrepancy Report and make the correct decision. 23. To be the eyes and ears of the management. To carry out any other reasonable duties and responsibilities as assigned by Front Office Manager of m Reply Quote Report Props TOP Rooms Green Belt Thread 770 Digest 65531 Credits 1062 Prestige 534 Purview 30 5# Posted: 5-31-2009 22:54 | All replies by this member By Rooms on 6-1-2009 19:04 last edited Department : Front Office Position : Night Manager Scope of Work : To co-ordinate all department of the hotel during the hour of 23:00 - 07:00. To pay particular attention to attain proper discipline and ensure that all employees
  10. 10. Joined 9-1- 2008 are maintaining the required levels of professional service and behavior to provide all guests and patrons with the highest standards of service expected by hotel. Report To : Front Office Manager Responsible For : All Staff on shift Main Duties : 1. To direct and supervise all activities within hotel to ensure guest satisfactions de 2. To maintain high profile in lobby, Front Office area throughout shift, in particular 3. To action on complaints with tact and diplomacy at all times. 4. To co-ordinate efficient handling of incoming phone calls, telexes, facsimiles and 5. Liaise with Security Officers on patrols of hotel. 6. To act on all emergency situations in accordance with polity ensuring law, order 7. To conduct training of overnight staff in emergency procedures, so that everyone 8. To conduct efficient hand over from Assistant Manager on preceding and followin 9. To complete regular patrols of all areas of hotel (with special attention onpublic a 10. To ensure overnight cleaning is carried out in accordance with specifications and 11. To co-ordinate with Night Auditors and Receptionists in preparation of all update
  11. 11. 12. To ensure all areas of hotel are prepared for the start of business each day. 13. To ensure proper policies and procedures are followed at all times in relation to a 14. To log any occurrence for information of on-coming Assistant Managers and man To carry out any other reasonable duties and responsibilities as assigned to by senior Assistant Manag Reply Quote Report Props TOP 6# Posted: 6-1-2009 01:47 | All replies by this member Position : Guest Relation Officer Scope of Work : Ensure that guests and VIP guest are attended to in a professional mann check-in and check out, and to ensure that guests individual needs are met. Report To : Duty Assistant Manager Main Duties : 1. Greet and act as escort for all fit guests, suite occupants and executive floor guests to thei 2. Ensures that repeat guests are pre-registered. 3. Provide comprehensive guest services including information on hotel facilities, translation ar 4. Promote and sell sister hotels. 5. Promote and sell Executive Floor. 6. Promote VIP Card program and copy with any related inquiries. 7. Assist Front Desk staff in the check-in and check-out of guest. 8. Keep an update of reference materials and files within the section. 9. Acquaint himself with long staying guests and VIP guests to build best possible relations to 10. Receive guest complaint in a professional manner and reports them to the Duty Assistant 11. Arrange appropriate transportation for arriving and departing guests. 12. Update and replenish of chain hotels brochure rack. 13. Assist in the operation of Executive Floor if required or assigned to. 14. Station himself at the center part of the lobby to direct and escort guests to Food and Bev 15. Assist in the check-in of groups. 16. Assist FIT, suite occupants and Executive Floor guests in the check-out.
  12. 12. 17. Issue birthday cake set up orders as per policies and procedures Performs any other reasonable duties as assigned to. Reply Quote Report Props TOP 7# Posted: 6-1-2009 01:47 | All replies by this member Position : Chief Concierge Scope of Work : To manage Concierge efficiently, thus providing our guests with the expected of our hotel. Report To : Front Office Manager Responsible For : Bell Captain, Bellmen, Doorgirl, Airport Rep., Transportation Main Duties : Financial responsibilities : 1. To effectively control payroll, costs and expenses. 2. To take corrective measures and actions to ensure highest possible profitability. Operational Responsibilities : 1. To ensure sufficient & efficient coverage at all times at Bell Service Counter, Main Entra 2. To ensure that the services offered, as detailed in the Front Office Manual, are to the st 3. To liaise with all Departments with regard to the daily activities in the hotel. 4. To be aware, and ensure that all the staff under his control are aware, of all the activiti 5. To liaise closely with Reception, Reservation and Cashier to ensure the efficient and co 6. To action all reasonable requests made by hotel guests and visitors to the hotel. 7. To handle all outside deliveries for guests. 8. To be responsible for efficient paging in the lobby. 9. To supervise the luggage service to ensure a smooth and efficient operation and minim 10. To ensure that the lobby Function Information Board is up to date at all times. 11. To ensure that all information in Restaurants, Hotel Facilities.
  13. 13. 12. To ensure that all guest’s messages, mail, telexes and parcels are handled and distrib 13. To ensure in coordination with Housekeeping, Engineering Departments, that the hote 14. To ensure an atmosphere of tranquillity at the Bell Services Counter. 15. To be fully conversant in all aspects of city in order that all guest enquiries can be han 16. To constantly strive to please all guests with whom he may come into contact. Personnel and Training Responsibilities : 1. To be an excellent people manager. 2. To build an effective management team through taking an active interest in the develo 3. To give subordinates frequent & unbiased feedback on their performance and status of 4. To ensure that all personnel and training related policy, procedures and corporate philo 5. To organize and carry out training for the Bell Service Desk in liaison with the training d Administrative Responsibilities L 1. To attend all briefings and meetings as request and necessary. 2. Conducts briefings and meetings as per established policies. 3. To maintain an up-to-date record on luggage delivery and collection. To carry out any other reasonable duties as assigned by the Front Office Manager. Reply Quote Report Props TOP Rooms Green Belt Thread 770 Digest 65531 Credits 8# Posted: 6-1-2009 01:48 | All replies by this member Position : Bell Captain Scope of Work : To manage bell services efficiently, thus providing out expected of our hotel. Report To : Concierge Responsible For : Bellmen, Doorgirl, Airport Rep.
  14. 14. 1062 Prestige 534 Purview 30 Joined 9-1- 2008 Main Duties : 1. To supervise the employees within the Department, ensuring that the co Department’s Operational Manual. 2. To ensure that all guests are provided with a courteous and professional 3. To maintain a high standard of personal appearance and hygiene at all ti 4. To be constantly up-to-date on information on in-house activities. 5. To assist the hotel guests in anyway possible, according to house policie 6. To ensure the proper control and administration of the Bell Service Desk 7. to supervise the luggage service to ensure a quick & efficient service. 8. To supervise the message delivery ensuring minimum delay. 9. to meet all arriving guest ensuring that their needs are satisfied, and tha 10. To ensure that all check-our room keys are returned to the Front Desk. 11. To maintain an accurate control and record of all luggage left in his cha log book. 12. To ensure that all Function Boards are kept up-to-date. 13. To ensure that the hotels driveway and main entrance areas are clean a 14. To ensure that the hotel’s flags are raised and lowered as required, are 15. To ensure that all personnel report for duty punctually wearing the corr 16. To assist in the building of an efficient team of employees by taking an 17. To ensure that all employees provide a courteous and professional serv 18. To provide detailed training of employees ensuring that they have the n 19. To ensure that all employees are fully conversant with the hotel service 20. To ensure that all areas of responsibility are properly staffed, supervise 21. To ensure that all employees have a complete understanding of and ad 22. To carry out any other reasonable duties and responsibilities as assigne Reply Quote Report Props TOP Belt 9# Posted: 6-1-2009 01:48 | All replies by this member Position : Bellmen Scope of Work : To expedite guest luggage on check-in and check-out to the standa the hotel.
  15. 15. 31 2 e w - 8 Report To : Bell Captain Responsible For : Nil Main Duties : 1. To report for duty punctually wearing the correct uniform and name tag at all times. 2. To deliver messages etc. speedly, as required by his superior. 3. To assist the Doorman with the handling of guests on arrival and departure as instruct 4. To handle the delivery collection and storage of all guest luggage efficiently. 5. To open vehicle door for guests and to escort them through the front door. 6. To deliver all mail, message and newspapers promptly. 7. To complete all errands as instructed. 8. To provide a continual coverage of the main entrance and front services area. 9. To be fully conversant with all aspects of the city/area and its attractions. 10. To provide a courteous and professional service at all times. 11. To maintain good wording relationships with his own colleagues, and all other departm 12. To have a complete understanding of and adhere to the hotel’s policy relation to fire, 13. To maintain a high standard of personal appearance and hygiene at all times. 14. To have a complete understanding of the hotel’s employee handbook and adhere to t 15. To be fully conversant with the hotel’s services and facilities. 16. to carry out any other reasonable duties and responsibilities as assigned by managem Reply Quote Report Props TOP Rooms Green Belt Thread 770 Digest 65531 Credits 10# Posted: 6-1-2009 01:49 | All replies by this member Position : Door girl Scope of Work : To be the hotel’s representative at the front of the ho Report To : Bell Captain Responsible For : Nil Main Duties :
  16. 16. 1062 Prestige 534 Purview 30 Joined 9-1- 2008 1. Open the car door and welcome the guests and visitor to the hotel, gree 2. Check with the guest that all the luggage is present and accounted for h 3. Bid the guest a pleasant stay. 4. Control the traffic of the driveway, ensure vehicles are parked properly, 5. Always greet in-house guests with : “Good morning/afternoon/evening, 6. Greet visitor or patrons at restaurants also as the in-house guest. 7. If guest is checking-out, help with the luggage and bid the guest farewel 8. To carry out any other reasonable duties and responsibilities assigned by

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