LOHITAKKSH CHAUHHAN

JOB DESCRIPTION&

JOB SPECIFICATION

JOB DESCRIPT ION

It specifies the parameters within which a job is to be performed in an organization; it is thus a guide to any employee recruited for a particular job. These parameters not only include the duties & responsibilities of a particular job but also the working hours, reporting relationship and co ordination with other departments. Job description is the foundation for the management to set standard for performance within the organization. J. D. also acts as a legal document for any kind of disputes arising out of lack of role clarification and at the same time protects an employee from an unreasonable supervisor.

JOB SPECIFICATION

It is the personal quality and skills

needed in an employee to

successfully perform the task of a

work position. Job specification

evolves factors like education,

physical skills & communication

ability in an employee.

JOB DESCRIPTIONAND

JOB SPECIFICATIONOF

FRONT OFFICE STAFF

FRONT OFFICE MANAGER

RESPONSIBLE TO: General Manager,RESPONSIBLE for: All asst. managers

and the staff working in the front office department,

JOB SPECIFICATION: Three years degree or diploma in hotel management, or a graduate with an MBA degree,

At least 7 years of experience as an asst. manager in the front office department in a large hotel,

Having a pleasing personality with good command over English language, knowledge of a foreign language preferred.

Duties & Responsibilities

He directs and coordinates the activities of the front office department, which includes dept. like, front desk, lobby, reservation, bell desk, telephones,

He is responsible to ensure the proper upkeep, staff cleanness, punctuality and efficiency by his staff in his department,

Ensures that each and every guest is provided with smooth, efficient, courteous and personalized service by his staff,

He prepares the duty chart for his staff and also sanctions weekly offs, an leaves to his subordinates,

Duties & ResponsibilitiesHe checks the functioning of various

records, racks, intimations, arrival list, room position,

He deals with complaints against his staff and other complaints of his guest,

He is responsible for making decisions at times of unusual events such as death, fire, theft,

Prepares report to the management about the anticipated rooms occupancy, reservation patterns, expected check-in and check-out,

Responsible along with the personal department, for the employment and training of staff

ASSISTANT MANAGER RESERVATION

RESPONSIBLE TO: front office manager,RESPONSIBLE FOR: lobby manager, front office

supervisor,JOB SPECIFICATION: Three years degree or

diploma in hotel management, or aGraduate with an MBA degree,At least 5 years of experience as a front office

supervisor in the front office department in a leading hotel,

Having a pleasing personality with good command over English language, knowledge of a foreign language preferred.

Duties & Responsibilities

To keep trace of all room reservations, groups, crew, FIT, and others,

He prepares monthly reports, ten day forecast and materialization reports,

Sets booking levels and closes out dates if fully booked after approval from front office manager,

Updates the perpetual year planner according to room position,

Prepares the room status report, forecast report and mail it to all the hotels and reservation offices to the chain,

Liaises with asst. manager group, for all group details,

Process all reservations in the normal way, Provides on the job training and prepares training

schedules of all new recruits, Assign responsibilities to his staff and monitors their

performance,

Duties & Responsibilities Prepares replies to all incoming mails, Keeps himself up-to-date with all the reports, Ensures that his staff refer to guest history before creating a

new folio on the computer, Ensures that the corporate account number is recorded on the

folio to help monitor quantum of business generated through these companies,

Keep control on all suites and their availability, Keep a record of various sources of business and monitors

booking received from the world wide sales office and hotels, Ensures that his staff answers phones promptly and use the

laid down procedures, Handles all bookings for hotels world wide, Ensures that reservation staff make every effort to up sell

suites, Updates all special screens on the computer and creates new

ones if necessary,

FRONT OFFICE SUPERVISOR

RESPONSIBLE TO: asst. manager front office,

RESPONSIBLE FOR: front office asst.JOB SPECIFICATION: three years

degree or diploma in hotel management with at least 5 years as a front office asst. in a leading hotel

Having a pleasing personality with good command over English language, knowledge of a foreign language prefer

Duties & Responsibilities

Checks statistical data on days proceedings as regards to room revenue and reports,

Prepares budgets/three monthly outlook report, Prepares monthly statistic with regards to:

Complimentary rooms, Regional room nights, Monthly to ministry of tourism,

Ensure that al the staff reports on time with proper uniform and are properly groomed,

Brief staff to ensure maximum efficiency, Check if any repeat guest/ VIP has checked in as walk-in

see that proper status is given to him to ensure personalized services are provided to that guest,

Check that proper room position is calculated and give the “pick up” room figures to reservation in charge,

Duties & Responsibilities Check and sign the log book and take follow up action, Check reservation for the day with correspondence to

ensure proper instructions are noted on the Whitney slip such as rates, special request, billing instructions etc.,

Check the arrival rack for the day and leave instructions on the reservation slip,

Ensures that no room keys are missing to prevent security risk,

Meet and greet all guest s on arrival and ensures proper rooming,

Train staff on existing/new policies and procedures laid down by the management,

Ensures next days correspondence/arrival rack are tallied and leave appropriate instructions, so that the task are attended to,

Ensures that all gadgets in the front office are in working order to ensures smooth operation in the department.