JOB TITLE Front Office Manager PLACE OF WORK Front Office SCOPE AND GENERAL PURPOSE Responsible for

for organizing, planning, directing and controlling of the Front Office Reception / Cashiers, Reservations, Concierge and Switchboard RESPONSIBLE TO Rooms Division Manager RESPONSIBLE FOR Assistant Front Office Managers, Supervisors, Receptionists/ Cashiers, Reservations, Concierge and Switchboard Operators LIMITS OF AUTHORITY May not make statements to the press. No purchasing of operating equipment without General Managers approval. No new employment / termination of employment without General Managers approval MAIN DUTIES: Recruitment and discharge of staff in conjunction with the Rooms Division Manager To develop and implement a Training Program including Computerization. Develop Job Descriptions for each member of staff and keep them updated. Monthly timetables for staff incorporating annual holidays. Control payroll costs, ensuring sufficient coverage at any given time Ensure the Department is properly equipped with stationery etc. and that costs are kept to a minimum. Aim to maximize Room Occupancy at all times and ensure a clear understanding of the Property Forecast for the future. Aim to reach the Quality Standards laid down by the hotel. To attend and hold departmental staff and individual meetings. Ensure Debtors Accounts are kept within the required amount of days. Setting objectives and ensuring they are fulfilled. Ensure punctuality and control absenteeism Regularly check appearance and uniforms of the staff Check that the attitude is always exceptional Ensure service is always of the highest degree Always be on the lookout for new ideas and means of control Ensure that Operating Equipment is always in perfect working condition

Handle any problems and guest complaints when necessary Be constantly aware of the different rates and those of competitor hotels Be aware of special promotions within the hotel Ensure the close communication with other department in the hotel Create an atmosphere of high morale and a happy working relationship among the staff Administer to all employees, the company Policies and Procedures pertaining to hotel regulations and standards

Assistant Front Office Manager Job description Job purpose of Assistant Front Office Manager is to provide guidance and leadership as the Asst. Front Office Manager, ensuring the delivery of consistent quality customer service. Key duties/responsibilities of Assistant Front Office Manager: 1. Assist in the day-to-day operation of the hotel front office. 2. Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels. 3. Assign, coordinate, and supervise work activities of Front Desk Agents. 4. Ensure work is completed to include, shift closings, room deposits, refunds and rebates. 5. Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures. 6. Prepare and conduct Front Desk meetings and resolve issues. 7. Perform house counts and review daily arrivals, identify potential problems with rooms activity and take appropriate action. 8. Provide information and direction to staff to achieve 100% occupancy. 9. Review and resolve dispute accounts and Housekeeping discrepancies. 10. Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift. 11. Perform check-in and out procedures. 12. Take personal responsibility for correcting customer service problems.

A job description is a list that a person might use for general tasks, or functions, and responsibilities of a position. It may often include to whom the position reports,

specifications such as the qualifications or skills needed by the person in the job, or a salary range. Job descriptions are usually narrative, but some may instead comprise a simple list of competencies; for instance, strategic human resource planning methodologies may be used to develop a competency architecture for an organization, from which job descriptions are built as a shortlist of competencies. Creating a job description A job description is usually developed by conducting a job analysis, which includes examining the tasks and sequences of tasks necessary to perform the job. The analysis considers the areas of knowledge and skills needed for the job. A job usually includes several roles. The job description might be broadened to form a person specification or may be known as Terms of Reference Roles and responsibilities A job description may include relationships with other people in the organization: Supervisory level, managerial requirements, and relationships with other colleagues. Goals A job description need not be limited to explaining the current situation, or work that is currently expected; it may also set out goals for what might be achieved in future. Limitations Prescriptive job descriptions may be seen as a hindrance in certain circumstances:[2] Job descriptions may not be suitable for some senior managers as they should have the freedom to take the initiative and find fruitful new directions; Job descriptions may be too inflexible in a rapidly-changing organization, for instance in an area subject to rapid technological change; Other changes in job content may lead to the job description being out of date; The process that an organization uses to create job descriptions may not be optimal.

Duties and responsibilities of a front desk are as follows: 1. to welcome the arriving guests. 2. Providing information service. 3. Receiving and processing reservations 4. Filling of the arrival and departure register. 5. Dealing with complaints and handling them. 6. Communication and coordination with other departments. 7. Doing Check in & Check out. Duties & Responsibilities for Hotel Positions: General Manager A general manager is responsible for a large number of tasks. You will be required to prepare a yearly budget and submit it to the hotel owner, corporate office or possibly a district manager. All employee terminations and new hires will be your responsibility. Hotel room rates fluctuate consistently, and as the general manger of the hotel, it will be your responsibility to decide the best rate for any given day, night, weekend or special event. You will also have the authority to set hotel service standards as well as choose extra services or amenities to make the hotel more appealing to travelers. Front Desk Supervisor and Staff The front desk staff will take reservations by phone, cancel reservations, check in guests, check guests out, and keep the front desk area and lobby clean and presentable. As a front desk agent, you may be required to help in other areas of the hotel, such as housekeeping, during busy seasons or if staff is short-handed. You will be responsible for large amounts of money, authorizing guest refunds, and taking care of any guest complaints or room issues. The front desk supervisor also will work the front desk and may be responsible for scheduling the work days and hours for the other front desk staff. Housekeeping Staff and Laundry Housekeepers are responsible for the cleanliness of all rooms in such a way that a guest would not realize someone had just checked out of the room earlier that same morning. You will also strip every linen off each bed and make each bed according to the hotel standards. The guest rooms are meticulously cleaned and sanitized before a guest arrives. Smaller hotels may require the housekeepers to do the laundry, which will require you to wash, dry and fold all linens, including sheets, pillowcases, comforters and blankets. As a laundry person, you would be required to also remove stains that may be in any linens, when possible. Breakfast Host, Hostess and Cooks Many hotels offer a complimentary breakfast bar. As the host or hostess you will be responsible to keep the bar stocked at all times, clean up any messes, brew coffee, wash dishes, break down the breakfast bar and wash the breakfast dishes. If the hotel has a hot bar, you or another person will be responsible for cooking items such as eggs or waffles, and keeping a steady flow of the items to the breakfast bar. The cook will also help break down the bar and clean up the work area before the shift for the day is over.

Maintenance A hotel maintenance person will ensure that just about everything in the hotel is in proper working order. Daily tasks may include changing light bulbs, removing waste and painting. Other tasks will be assigned as needed, including fixing or replacing toilets, piping, room appliances and vacuums. Many hotels have an indoor pool, and you must ensure that the water pumps and chemical pumps are working correctly. Also, you will need to be familiar with heating and air conditioning units, electrical wiring and plumbing, and how to troubleshoot, fix or replace these items. Other Larger hotels may have more positions, such as loss prevention officer, security guards, bell boys, concierge and shuttle drivers. Many hotels may also offer a shuttle service if they are close to an airport, amusement park or other guest attraction. In smaller hotels that do not offer an on-site or on-call concierge, the front desk staff usually tries to assist in finding exactly what the guest is looking for.

PAMANTASAN NG LUNGSOD NG MARIKINA

Submitted by: KRN SBIN.. Submitted to: Mam Villanueva BSHRM 1-1M