Ø JOB TITLE:- FRONT
OFFICE MANAGER
REPORTS TO:- GENERAL MANAGER
Duties and responsibilities
( ( a) Recommend
and monitor front office budget and plan for the year.
(b)
Lead
train and motivate front office team.
(c)
Check
the arrivals of the day and inform VIP arrivals to management.
(d)
Approve
expenses of the front office department.
(e)
Ensure
the safety and hygiene of the front office and its staff.
(f)
Maintain
discipline and conduct staff appraisals regularly or as per policy.
(g)
Co-ordinate
with housekeeping an engineering to ensure room availability for sale.
(h)
Monitor
the reservation system.
(i)
Exercise
revenue and yield management to maximize room income.
(j)
Introduce
technology to improve efficiency and information for decision making.
(k)
Resolve
guest and staff complaint.
Ø JOB TITLE:- ASSISTANT FRONT OFFICE MANAGER
REPORTS TO:- FRONT OFFICE
MANAGER
Duties and responsibilities
( (a) Act
in the capacity of the front office manager in his her absence and ensure the
smooth functioning of the front office.
(b)
Allot
daily duties to subordinate staff to meet work exigencies ensuring equity of
work.
(c)
Conduct
daily briefing using it as a vehicle for a two way communication, training and
corrective action.
(d)
Attend
to guest complaints to ensure guest satisfaction through immediate action.
(e)
Check
the daily arrivals and departures at the hotel tally it with room position.
(f)
Organize
the training of staff for meeting the standards of service.
(g)
Develop
room sales through up selling, guest contacts to ensuring good service.
(h)
Ensure
that the front office is free from work hazards.
(i)
Control
cost of supplies.
(j)
Motivate
staff through fair leadership.
Ø JOB TITLE:- LOBBY MANAGER
REPORTS TO:- FRONT OFFICE
MANAGER
Duties and responsibilities
( (a)Take
over shift from previous lobby manager and note and special instruction for the
shift.
(b)
Brief
staff of uniformed service.
(c)
Make
sure the lobby is clean and tidy.
(d)
Manage
scanty baggage procedure.
(e)
Monitor
check in of groups and airline crew.
(f)
Manages
the discipline of the uniformed service.
(g)
Attend
to any disputes over guest billing.
(h)
Training
of the staff working in lobby area.
(i)
Coordinate
all guest requests with all departments of the hotels.
(j)
Assist
the security in lobby surveillance.
(k)
Overall
the concierge, bell desk service and valet parking, door man service and
transportation.
(l)
Acts
on behalf of the front office management at night.
(m)
Custodian
of the master key and the keys to all stores (at night).
Ø JOB TITLE:- FRONT OFFICE SUPERVISOR
REPORTS TO:- FRONT OFFICE
MANAGER
Duties and responsibilities
( (a) Ensure
that all staff report on time is proper uniform and well groomed as per hotel
standard.
(b)
Take
over from the previous shift and check the log book for follow up actions.
(c)
Assign
duties ensuring equal distribution of work load during a shift.
(d)
Check
arrivals and departures and tally the room position.
(e)
Check
the room key position and report any missing key.
(f)
Meet
and guest all arrivals and ensure accurate and speedy roaming.
(g)
Check
all equipment for serviceability
(h)
Check
statistical data such as Daily room revenue, occupancy, house count, VIP list,
room report, Guest folios.
(i)
Assist
in registering guest during busy periods.
(j)
Ensure
that staff meet hygiene and discipline standards.
Ø JOB TITLE:- RECEPTIONIST
REPORTS TO:- FRONT OFFICE SUPERVISOR
Duties and responsibilities
( (a) Check
the arrivals of the day and room status including departures for the day.
(b)
Check
the expected VIPS for the day and issues VIP amenities vouchers for fruits,
flowers, beverages etc as per policy.
(c)
Prepare
records and preregistrations for VIP, handicapped people and old people.
(d)
Handle
group/crew registration as per laid down procedures.
(e)
Register and room all arrivals during the
shift.
(f)
Constantly
update room rack front office database.
(g)
Give
departure rooms to housekeeping without delays.
(h)
Assist
in making room occupancy reports.
(i)
Up
sell rooms to get higher revenues.
(j)
Handle
guest with scanty baggage diligently.
(k)
Update
guest history periodically to maintain an accurate database.
Ø JOB TITLE :-
RESERVATION ASSISTANT
REPORTS TO : - RESERVATION SUPERVISOR
Duties and responsibilities
(a) Update
the reservation register to obtain and maintain a current from inventory
position.
(b)
Attend
briefings at the beginning of the shift.
(c)
Type
out advance reservation slips and maintains reservation racks and
correspondence.
(d)
Carry
out amendments and cancellations of reservation accurately.
(e)
Keep room status board and database update at
all times.
(f)
Update
the reservation register to obtain and maintain current from inventory
position.
(g)
Check
the reservation stationary and requisition supplies room stores where necessary.
(h)
Up
sell rooms to generate revenue.
(i)
Maintain
guest history sheets.
Ø JOB TITLE: - FRONT
OFFICE CASHIER
REPORTS TO: - FRONT OFFICE
SUPERVISOR
Duties and responsibilities
( (a)Take
over a shift and note and special instructions for the shift.
(b)
Issue
safety deposit lockers to guest according to procedure.
(c)
Disburse
petty cash and authorized paid outs.
(d)
Pass
allowances as directed or wrong charges posted in folios.
(e)
Handle
credit card payments through proper procedure.
(f)
Accept
personal checks after ensuring proper authorized.
(g)
Prepare
the front office cashiers report and other reports.
(h)
Ensure
that telephone meter readings of guest rooms are accurately taken to raise
appropriate charges.
(i)
Coordinate
closely with the night auditor for the day’s audit.
(j)
Receive
the cash sales of all revenue outlets at the end of each shift and keep in safe
custody.
Ø JOB TITLE: - NIGHT
AUDITOR
REPORTS TO: - CHIEF
ACCOUNTANT
Duties and responsibilities
( (a) Tally
all sales summaries of revenue outlets with bills.
(b)
Verify
and validate front office cashiers vouchers.
(c)
Check
guest folios with charge vouchers.
(d)
Verify
front office cashiers reports.
(e)
Prepare
statement of accounts above permissible limits.
(f)
Prepare
the daily transcripts.
(g)
Audit
the night receptionist room report.
(h)
Account
for the city ledger credit amounts due.
Ø JOB TITLE:- BELL CAPTAIN
REPORTS TO:- LOBBY MANAGER
Duties and responsibilities
(a) Prepare
staff schedules to meet the exigencies of work.
(b)
Set
standards of daily briefings and establish effective two way communications.
(c)
Attend
to guest complaints and take prompt corrective action.
(d)
Assist
bell captain with guest request within policy.
(e)
Oversee
the left luggage formalities and the baggage room.
(f)
Set
control for the sale of postage stamps to guest.
(g)
Train
the bell captain and bell boys for maximum departmental efficiency.
(h)
Assist
the security in lobby surveillance.
(i)
Maintain
first aid kit as prescribed by the house doctor.
(j)
Step
in for lobby manager in his absence.
Ø JOB TITLE: - BELL BOY
REPORTS TO: - BELL CAPTAIN
Duties and responsibilities
( (a) Handle
guest arrivals like receive baggage from the porch etc.
(b)
Handle
guest departures like bring down guest baggage from the room.
(c)
Handle
and store luggage trolleys, wheel chairs etc carefully.
(d)
Report
guest with scanty baggage to the bell captain.
(e)
Account
for postage stamps sold to guest during the shift.
(f)
Distribute
daily newspaper to guest rooms s directed.
(g)
Assist
in the transfer of guest baggage in the event of change of rooms.
Ø JOB TITLE:- TELEPHONE OPERATOR
REPORTS TO:- FRONT OFFICE
SUPERVISOR
Duties and responsibilities
( (a) Maintain
the telephone equipment and ensure its proper usage.
(b)
Transferring
all incoming calls to their respective destination and sometime transferring
outgoing calls as well.
(c)
Give
wake up calls to guest when requested.
(d)
Update
and maintain guest information rack so as to remain aware of the guest name and
room number.
(e)
Maintain
caller privacy at all times.
(f)
Be
responsible for accurate accounting charges of guest in a manual system.
Ø JOB TITLE:- GUEST RELATION EXECUTIVE.
REPORTS TO: - LOBBY MANAGER
Duties and responsibilities
( (a) Note
any special instruction left in the lobby managers log book.
(b)
Check
the arrivals and departures if the day especially VIP’s.
(c)
Welcome
guest as per procedures set by management.
(d)
Offer
assistance for any services required by guest.
(e)
Manage all guest complaints and take action
appropriately.
(f)
Maintain
guest history cards of regular guest and VIP’s.
(g)
Assist
the scales in familiarization tours of the hotel.
(h)
Coordinates
with concerned department to resolve guest needs.
(i)
Assist
the security in lobby surveillance.
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