Notes on duties of f.o staff

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.

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.
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.

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

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 :
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

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
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Rooms
Green Belt
Thread
770
Digest
65531
Credits
1062
Prestige
534
Purview
30
Joined
9-1-
2008
3#
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 :
Responsible For :
Nil
Main Duties :

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
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Thread
770
Digest
65531
Credits
1062
Prestige
534
Purview
30
Joined
4#
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 :

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.

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
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Green Belt
Thread
770
Digest
65531
Credits
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Prestige
534
Purview
30
5#
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

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 :
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

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
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6#
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.

17. Issue birthday cake set up orders as per policies and procedures
Performs any other reasonable duties as assigned to.
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7#
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.

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.
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Thread
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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.

1062
Prestige
534
Purview
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Joined
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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
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Position : Bellmen
Scope of Work : To expedite guest luggage on check-in and check-out to the standa
the hotel.

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
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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 :

1062
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Purview
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Joined
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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

Notes on duties of f.o staff

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