Duties and Responsibilities of Front Office Staff

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.