PERSONNEL JOB SPECIFICATION

Prepared by : Wawa Nur Pika sara

FRONT OFFICE MANAGER

Who are they?

What are their responsibilities?

Front office manager

FRONT OFFICE ORGANIZATIONAL CHART

a skilled planner who channnelizes the various resources such as money,time work methods, materials, energy and equipment to suit the objective of the property.

Maintain cordial relationship between the front office and other hotel division and departments by encouraging communication between all areas of responsibility.

A F.O. Manager should be...

A Front Office Staff’s Graph

*Evaluate and decide the need of personnel in the department.

*Participate in the selection of front office personnel.

*Train and update staff.

*Schedule the staff duties.

*Supervise and help workloads during shifts.

*Evaluate the job performance of each front office employee.

*Maintain working relationships and communicate with all departments.

*Maintain master key control.

*Check room status.

*Resolve guest problems quickly, efficiently, and courteously.

Duties and Responsibilities

*Update and monitor group information and requirements

*Review credit limit report .

*Enforce all cash handling, others modes of payment and credit policies

Continue…

CONCIERGE

Specializes in assisting the guest – regardless of whether inquiries concern in – hotel or off – premises attractions, facilities, services or activities.

Must provide concise and accurate directions; make reservation for flight, theater or special event, obtain ticket, organize special functions such as VIP cocktail receptions and arrangefor secretarial services,if needed.

Basic function :-

*Develop a strong knowledge of the hotel facilities and services and of the surrounding communities.

*Provide guest with directions / information to attractions or facilities in or outsides the property.

*Make guest reservation for air or other forms of transportation when requested; obtain necessary itinerary and tickets.

*Make guest reservations for the theater and other forms of entertainment when requested, obtain necessary tickets and provides direction to facilities.

*Organize special functions as directed by management.

*Arrange secretarial and other office service.

Duties and responsibilities

*Coordinate guest requests for special services or equipment with the appropriate department.

*Check with roomed guests periodically to ascertain if they have any special needs

*Handle guest complaint.

Continue…

-Whatever And Whenever-

Do you know????

Les Clefs d’OrHotel concierge staff have their own professional association, called Les Clefs d'Or ("The Golden Keys"). It was formed in France in October 1929. It now reaches over 3000 members in over 40 countries. 

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