The document defines key terms related to front office operations and provides organizational charts and descriptions of different property types. It also outlines physical projection and qualifications for front office staff.

1. GROUP III COMPETENCIESAND QUALIFICATIONSINFRONTOFFICE

2. Front Office Operations SUITES HOTEL RESORT PENSSIONNE HOUSE

3. Definitions: suites;hotel;resort;penssionne house SUITES-a level of service provided by a hotel for a guest who desires at-home service HOTEL- a commercial establishment offering lodging to travelers and sometimes to permanent residents, and often having restaurants, meeting rooms, stores, etc., that are available to the general public. RESORT- a place to which people frequently or generally go for relaxation or pleasure, esp. one providing rest and recreation facilities for vacationers PENSSIONNE HOUSE-a place used for relaxation or recreation, attracting visitors for holidays or vacations

4. Competencies it is a standardized requirement for an individual to properly perform a specific job Abilities Treats Characteristics

6. QUALIFICATIONS – a condition or circumstance that must be met or complied with

7. General Manager Authoritarian (autocratic) Delegative (free reign) Participative (democratic)

10. Not spotless uniform; well ironed

11. Tidy nails

12. Guard against body odor

13. Close shave

15. Stockings

16. Light and proper make-up

18. Recognized guest : use their names

20. Involvement

21. Attitude

22. Skill

24. Pens must be in holders

25. Keep counter tops free from articles

26. Computers must always be ready

27. Designs must be all set

29. The enthusiasm of taking his or her wok

30. Cooperative

31. Initiative

32. Salesmanship

34. Proper behavior brings reputation to your self, recognition and better person

35. Amend mistakes immediately

37. Corporate Owner Exec. Secretary General Manager Controller Clerks Assistant General Manager Secretary manager Gift Shop Manager Advertising Directory Marketing and Sales Director Plant Engineer Garage Manager Human Resource Manager Recreation Director P.M. Crew Leader A.M. Crew Leader Attendant Staff Guard Admin. Administrator Conference Sales Director Corporate Sales Director Lifeguard Crew Crew Attendant Banquet Sales Director Exec . Housekeeping Ass. Sales Mgr Front Office Manager Asst. Housekeeping Asst. Front office Manager Concierge Laundry Supervisor Reservation Manager Guest Room Supervisor Bell Captain Desk Clerk Switchboard Maids Housemen Night auditor Attendant Floor Spv. Housemen Maids

38. Food and Beverage Director ASST. Food and Beverage Mgr. Bar Mgr. Steward Banquet Manager Dining Room Supervisor Exec. Chef Wait Staff Bartender Sous Chef Asst. Banquet Mgr A. M. Shift Supv. P. M. Shift Supv. Pastry Garde-manger Asst. Host Host Asst. Wait Staff Setup Crew Cashier Cashier Asst. Cooks Bar Staff Wait Staff Wait Staff Sanitation Crew Bus Staff Bus Staff Room Service Room Service

39. Front Office Manager Secretary Front Office Manager Assistant Manager Guest Relation Officer Telephone Supervisor Reception Supervisor ReservationManager Chief Concierge Airport Supervisor Assistant Chief Concierge Assistant Reception Supervisor Reservation Supervisor Assistant Telephone Supervisor Reservation Clerk Senior Reception Telephone Operator Airport Representative Concierge Valet Parking attendant Reception Bell Boy FRONT OFFICE ORGANIZATIONAL CHART

40. Corporate Owner General Manager Assistant General Manager Front Office Manger Telephone Operator Concierge Night Auditor Reservations Manger Desk Clerk Front Office

41. Corporate Owner General Manager Housekeeper Controller Maintenance/Groundskeeper Front Office Manager Maids Night Manager Restaurant Manager Housemen Pool Mgr Host Cook Desk Clerk Wait Staff Pantry Bus Staff Dishwasher Full Service Hotel

42. Small limited-serving lodge Corporate owner Front Office Manager Housekeeper General Manager Housemen Maids Desk Clerk Night Auditor Maintenance Manager

43. Standard Size Hotel Corporate Owner General Manager Front Office Manager Desk Clerk Night Auditor

44. Front Office Manager Secretary Front Office Manager (Guest Relation Officer) Telephone Supervisor Reception Supervisor ReservationManager Concierge Assistant Reception Supervisor Reservation Supervisor Assistant Telephone Supervisor Pensioned House

45. Front Office Manager Secretary Front Office Manager Assistant Manager Guest Relation Officer Telephone Supervisor Reception Supervisor ReservationManager Chief Concierge Airport Supervisor Assistant Chief Concierge Assistant Reception Supervisor Reservation Supervisor Assistant Telephone Supervisor Reservation Clerk Senior Reception Telephone Operator Airport Representative Concierge Valet Parking attendant Reception Bell Boy Resort

46. SUITES (deluxe) . Rooms & Suites Shangri-La's Mactan Resort and Spa offers a selection of room types which feature a range of amenities in addition to a level of service that goes the extra distance. It is this Shangri-La standard for service excellence that separates Shangri-La's Mactan Resort and Spa from other Cebu resorts.

47. Imperial Palace

48. Hotels (first class) Rating -

49. Resort (standard, deluxe,first class economy)

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