The document contains job descriptions for two roles: Guest Services Manager/Front Office Manager and Maintenance Worker. For the Guest Services Manager role, the summary is responsible for ensuring guest satisfaction, meeting brand standards, achieving superior guest service and product quality. Key responsibilities include maintaining excellent guest service, front desk management, human resources functions, and safety/security. For the Maintenance Worker role, the summary is responsible for the overall upkeep and maintenance of the hotel. Key responsibilities include troubleshooting mechanical and electrical systems, conducting preventative maintenance, identifying maintenance needs, and ensuring regulatory compliance.

1. JOB TITLE: Guest Services Manager/ Front Office
Manager
DEPARTMENT: Operations
SUPERVISOR TITLE: General Manager

2. JOB OBJECTIVE:
The Guest Services Manager/Front Office Manager is
responsible for the success of the front desk, for ensuring
guest satisfaction
Looking after product quality standards are met
Managing all areas of the hotel according to Brand
standards
Achieve a friendly atmosphere of superior guest service
and product quality.
Displays expected performance for staff to follow.

3. ESSENTIAL JOB FUNCTIONS
Guest Service
• Maintains guest service as the driving philosophy of
the hotel.
• Personally demonstrates a commitment to guest
services in responding promptly to guest needs.
• Is committed to making every guest satisfied.
• Ensures all hotel staff, including new hires, knows
all components of guest services and are trained to
meet standards.
• Develops added value customer service programs.
• Empowers hotel staff to deliver guest service by
encouraging and rewarding responsive guest
assistance.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to
the delivery of consistent guest service
Front Desk Management
• Acts as manager on duty for hotel and
manages front desk operations.
• Ensures front desk staff is trained in all front
desk operations, including check-in/check-out
procedures, telephone procedures, hotel
amenities and computer systems.
• Ensures front desk staff is trained in and
follows financial control procedures for cash,
vouchers, inventories and receivables.
• Produce accurate financial reports on time.

4. ESSENTIAL JOB FUNCTIONS
Human Resources
• Manages human resources
functions, including
recruiting, selection, orientation, training, perf
ormance planning and evaluation, pay and
reward programs to maintain a qualified front
desk work force.
• Maintains a positive, cooperative work
environment between staff and management.
• Emphasizes employee selection, training and
development as a way of doing business.
• Ensures all hotel employees know hotel
objectives.
• Ensures personnel files are accurate and
comply with both local and federal laws and
regulations.
• Administers personnel policies fairly and
consistently.
• Resolves employee grievances in a fair and
timely manner.
•Ensures employees understand policies, pay
procedures, bonus plans and benefits.
• Helps develop management talent by acting
as a mentor for direct reports.
• Ensures completion of training objectives
and development plans.
• Monitors and maintains acceptable turnover
levels.

5. ESSENTIAL JOB FUNCTIONS
Safety and Security
• Knows local health and safety codes and
regulations that apply to the hotel.
• Recognizes and corrects potential safety
hazards in the hotel, such as broken doors or
railings, fire hazards, etc.
• Recognizes and corrects potential security
problems in the hotel, such as locking doors
after hours, etc.
• Understands and follows policies and
procedures for the hotel’s key control system
and ensures others follow them.
Additional Requirements
• Must have work experience of 2-5 yrs
• Good in communication skills
• Must have the knowledge of French and
English
• Any other duties assigned by Supervisor
Salary: 50,000 - 90,000 P.M (Indian Rs) negotiable

6. JOB TITLE: Maintenance Worker
DEPARTMENT: Operations
SUPERVISOR TITLE: Chief Engineer

7. JOB OBJECTIVES:
The Maintenance Worker is responsible for the overall
upkeep and maintenance of the hotel

8. ESSENTIAL JOB FUNCTIONS
• Troubleshooting and repairing malfunctions
in electrical/mechanical systems (e.g.
HVAC, plumbing) and other hotel equipment.
• Conducting ongoing room preventative
maintenance program (see maintenance
manual for system specifics).
• Reviewing maintenance problems,
complaints and work orders to prioritize and
schedule work.
• Troubleshooting and diagnosing
malfunctioning mechanical systems and
equipment.
• Inspecting property to identify potential and
current needs.
• Estimating department expenditures for
budget purposes and assisting with the capital
budget process.
• Performing preventive maintenance
assignments on a scheduled basis.
• Servicing the hotel’s pool, including
adjusting chemicals and cleaning filters.
• Completing maintenance logs.
• Maintaining the building exterior if not
serviced by a contractor (e.g. snow removal,
lawn care, painting).
• Coordinating with local health, safety, fire,
and building inspectors to ensure
compliance with applicable codes and
regulations.

9. ESSENTIAL JOB FUNCTIONS
Additional Requirements
• Must have work experience of 2-5 yrs
• Must be good in communication skills
• Must have the knowledge of French and English
• Any other duties assigned by Supervisor
Salary: 50,000 - 90,000 P.M (Indian Rs) negotiable

10. SKILLS AND ABILITY
FRONT DESK MANAGER
EXPERIENCE: 3 yrs working in the same industry.
Degree: Masters Degree in Hotel Management (India)

11.  Good in team handling
 Ability to stay committed towards work
 Ability to meet-up the needs and requirement for the need of the time
 Knowledge about handling the front desk operation efficiently
 Ability to tackle or deal with the uncertainty as n when arises in the hotel
 Ability to develop good repo with the customers and staff as well
 Proper knowledge of handling the human resource management
 Ability to adjust with the time and situations
 Computer knowledge
 Pleasing personality
 Motivating skill

12. SKILLS AND ABILITY
Chief Engineer – Maintenance Work
EXPERIENCE: 4 yrs working
1 yr experience as a maintenance manager at TTL ltd (US)
3yrs experience as a operations manager at island group of
hotels (US)
Degree: Mechanical Engineer

13.  Good with mechanical skills
 Proper knowledge about maintenance requirements
 Proper knowledge to deal with the uncertainty and place safety drivers for
maintenance
 Ability to work with groups/team
 Good computer knowledge
 Flexible to work
 Pleasing personality
 Ability to adjust with the situations
 Knows English properly and little of French

14. SELECTION PROCEDURE
• RECRUITMENT
• SELECTION
• INDUCTION
•TRAINING & DEVLOPMENT

15. Training
 Training will take place at France (Host country) .
 Training induction Program will be of 13 days
 Training will be conducted by the experts trainees
 Training will be conducted as per the training programme

16. TRAININGPROGRAMME DESIGN
LESSONS PLAN
TRAINING IMPLEMENTION
TRAINING Evaluation
TRAINING COURSE

17. Training Course
• Apprentice training
General information and basic skills needed at work to new workers.
Building up good relationships between employees themselves and as well
as between employees and management team
Employees to set up the right attitude towards work
• Induction training
Rules and principles of work
Manners and techniques of handling interpersonal relations
Best way to do the work in the most quickly
and effective way
• Language training
Able to speak basic French language

18. • Hotel services and administration training
Request of improving administration and services, including telephone
techniques, guest relations, sales skills, public relations general information
and application, safety and first-aid etc.
• Cross training
Cross training is used to assist employees to receive knowledge and skills
from other departments

19. Lesson Plan
• Case Studies
Case presents one issue in terms of cultural misunderstandings or cultural
differences
• Film
Focuses the trainees‟ attention and is easy for trainees to understand the
content
• Computer-based Training
Convenience of using computer-based training
• Training Test
Purpose is to test the trainees‟ understanding of what has been taught
and whether they can better understand cultural differences.

20. Training Evaluation
• Whether or not the trainee mastered the session's
material
• Whether the training met the employees‟ needs.
• Whether the presentation's subject matter was the
right subject matter