JOB DESCRIPTION ASSISTANT FRONT OFFICE MANAGER - DUTY MANAGER - NIGHT MANAGER - FRONT OFFICE MANAGER
Position :
Assistant Front Office Manager
Scope of Work :
To assist the Front Office Manager to manage the Front Office Department efficiently and to the standard expected of the company.
Report To:
Front Office Manager
Responsible For :
All Front Office Staff
Main Duties :
1.To implement and continue the company’s policies procedures as detailed in the Front Office manual, and the standards expected are attained for all Departments within the Front Office.
2.To ensure sufficient coverage in all sections at all times.
3.To ensure that this Department operates efficiently, and that every guest receives the welcome expected at the hotel, as detailed in the Front Office manual.
4.To be full conversant with all aspects of the maximal computer.
5.To check monthly Attendance Records and discuss any discrepancies with the Front Office Manager.
6.To assist the Front Office Manager, and action all reasonable requests make by the Front Office Manager.
7.To be a deputy of the Front Office Manager in his absence, and ensure that the Front Office Department operates efficiently.
8.To assist the departmental trainers in their development and monitor their effectiveness in staff training.
9.To attend meetings in absence of Front Office Manager.
10.To chair the F.O meeting & Briefing in absence of the Front Office Manager.
11.To carry out any reasonable duties and responsibilities as assigned to by the management.
Assistant Front Office Manager
Scope of Work :
To assist the Front Office Manager to manage the Front Office Department efficiently and to the standard expected of the company.
Report To:
Front Office Manager
Responsible For :
All Front Office Staff
Main Duties :
1.To implement and continue the company’s policies procedures as detailed in the Front Office manual, and the standards expected are attained for all Departments within the Front Office.
2.To ensure sufficient coverage in all sections at all times.
3.To ensure that this Department operates efficiently, and that every guest receives the welcome expected at the hotel, as detailed in the Front Office manual.
4.To be full conversant with all aspects of the maximal computer.
5.To check monthly Attendance Records and discuss any discrepancies with the Front Office Manager.
6.To assist the Front Office Manager, and action all reasonable requests make by the Front Office Manager.
7.To be a deputy of the Front Office Manager in his absence, and ensure that the Front Office Department operates efficiently.
8.To assist the departmental trainers in their development and monitor their effectiveness in staff training.
9.To attend meetings in absence of Front Office Manager.
10.To chair the F.O meeting & Briefing in absence of the Front Office Manager.
11.To carry out any reasonable duties and responsibilities as assigned to by the management.
Position :
Duty Manager
Scope of Work :
To be the representative of the management team and provide a means of
communication between management, guests and employees by supervising and
assisting in the smooth and efficient running of the hotel.
Report To :
Front Office Manager
Responsible For :
All Hotel Staff
Duty Manager
Scope of Work :
To be the representative of the management team and provide a means of
communication between management, guests and employees by supervising and
assisting in the smooth and efficient running of the hotel.
Report To :
Front Office Manager
Responsible For :
All Hotel Staff
Main Duties :
1.To handle any complaint with tact and diplomacy at all times.
2.To report all guest complaints, compliments and suggestions to management.
3.To inspect pre-assigned accommodations for VIP guests, ensuring that all room set-ups and amenities are prepared according to standard.
4.To have a sound working knowledge of the hotel’s daily functions-Luncheons,Dinner, Cocktail Parties & Meetings, etc..
5.Take responsible for the utilization of the grand master and emergency keys while on duty.
6.To investigate all guest and employees accidents and report the circumstances to management.
7.To patrol in the hotel to ensure everything is in good order and condition.
8.To observe & enforce the overall conduct and appearance of the employees.
9.To inform the Food & Beverage Office of any Food & Beverage Outlets requiring assistance.
10.To co-ordinate with Security in investigation guest’s lost property.
11.To keep the Logbook up to date reporting any irregularities and discrepancies.
12.To be fully aware of the hotel’s emergency procedures with regard to safety of guests and staff.
13.To arrange alternative accommodation for the turn away clients as when hotel is fully booked.
14.To pay courtesy calls regularly to hotel long-staying guests and VIPs.
15.To act as a media between guests and hotel management.
16.To take turns to be Night Manager.
17.To assist in the Front Desk operation whenever it is necessary and required.
18.To attend all briefings and meetings as requested and necessary.
19.To be fully conversant in the maximal computer system.
20.To ensure the front as well as the back of the house are clean and tidy.
21.To ensure that all operative Departments render services with maximum efficiency and courtesy to guests especially after their respective Department Heads gooff duty.
22.To check Room Discrepancy Report and make the correct decision.
23.To be the eyes and ears of the management.
Position :
Night Manager
Scope of Work :
To co-ordinate all department of the hotel during the hour of 23:00 - 07:00. To
pay particular attention to attain proper discipline and ensure that all employees
are maintaining the required levels of professional service and behavior to
provide all guests and patrons with the highest standards of service expected by
hotel.
Report To :
Front Office Manager
Responsible For :
All of Hotel Staff (Night Shift)
Main Duties :
1.To direct and supervise all activities within hotel to ensure guest satisfactions delivered.
2.To maintain high profile in lobby, Front Office area throughout shift, in particular during shift change over and commencement of morning operations.
3.To action on complaints with tact and diplomacy at all times.
4.To co-ordinate efficient handling of incoming phone calls, telexes, facsimiles and messages.
5.Liaise with Security Officers on patrols of hotel.
6.To act on all emergency situations in accordance with polity ensuring law, order and safety are maintained.
7.To conduct training of overnight staff in emergency procedures, so that everyone knows what to do in emergency case.
8.To conduct efficient hand over from Assistant Manager on preceding and following shifts with emphasis on matters requiring follow-up action.
9.To complete regular patrols of all areas of hotel (with special attention on public areas ) ensuring service, appearance, and cleanliness of the highest standards are attained.
10.To ensure overnight cleaning is carried out in accordance with specifications and minimum disruption to staff and guests.
11.To co-ordinate with Night Auditors and Receptionists in preparation of all updates and reports.
12.To ensure all areas of hotel are prepared for the start of business each day.
13.To ensure proper policies and procedures are followed at all times in relation to all departments.
14.To log any occurrence for information of on-coming Assistant Managers and management to follow-up.
Position :
Front Office Manager
Scope of Work :
To ensure that all Departments under his supervision are successful and as
independent profit center as possible, ensuring
maximum guest satisfaction
consistent with our hotel standards, through planning, organizing, directing and
controlling all aspects related to the revenues and operating expenses.
Report To :
Director of Rooms / Room Division Manager / Executive Assistant Manager / General Manager / Hotel Manager
Responsible For :
Assistant Front Office Manager, Duty Manager, Night Manager, Chief Concierge, Reservation Supervisor, Reception Supervisor, Business Center Supervisor, Guest Relation Supervisor, Guest Service Agent (reservation, reception, guest relation officer, business center attendant, bell boy, door man, driver) - all of Front Office Team Member.
Main Duties :
Financial Responsibilities :
1.Is able to effectively interpret financial result in
regards to revenues, payroll,costs and expenses.
2.To assist in the preparation of the Annual Operation Budget which will form part of the Business Plan.
3.To establish and monitor cost and expense control systems and procedures toachieve budgeted operating results.
4.Is able to take corrective measures and actions to ensure highest possible profitability.
5.Maximizes revenues through pro-active action rather than re-active.
Operational Responsibilities :
2.To assist in the preparation of the Annual Operation Budget which will form part of the Business Plan.
3.To establish and monitor cost and expense control systems and procedures toachieve budgeted operating results.
4.Is able to take corrective measures and actions to ensure highest possible profitability.
5.Maximizes revenues through pro-active action rather than re-active.
Operational Responsibilities :
Guest Service
1.Personally and frequently verifies that guests in his operation are receiving the best possible service available.
2.Schedules himself to be on the front during peak operation hours, checking on standards of services, and cleanliness, is greeting and assist in the check in of guests and escorts VIP guest to the room.
3.To be demanding and critical to service standards as well as hygiene standards.
4.To constantly strive to please all guest that he may come into contact with.
5.Is responsible that employees project professionalism and are well trained and provide friendly and efficient service.
6.Ensure a speedy telephone and message service at all times.
7.Maintains an atmosphere of tranquillity at the Front Desk, never giving the impression that there is a problem.
Product :
1.Verifies constantly that the physical product in all aspects is consistent with the hotel standards.
2.Periodically inspects rooms to ensure cleanliness and well maintained rooms. Patrols assigned areas frequently to ensure cleanliness and well maintained areas.
3.Ensures that policies and procedures in regards to staff appearance, hygiene and sanitation are enforced.
General
1.Ensure that corporate, divisional and departmental policies and procedures are adhered to at all levels.
2.Liaise closely with other Departments and emphasizes on excellent inter-departmental relations considering other departmental procedures and policies.
3.Delegate authority and responsibilities to direct subordinates without relinquish ultimate responsibility for the operation.
Marketing Responsibilities:
1.To assist in the preparation of the annual, Business Plan for the entire Department.
2.Fully understands the market needs of house guest and local market, assisting in the development of product lines and services accordingly.
3.Is constantly aware of new market trends and activities of competitors, ensures that his operation is always one step ahead of the competition.
4.Entertains regular and potential clients and maintains excellent guest relations.
Personnel And Training Responsibilities :
1.Is an excellent people manager, showing respect for local customs and culture.
2.To build an effective management team through taking an active interest in the development of subordinates through training and involvement in decision making.
3.Gives his subordinates frequent feedback on their performance and status of development. Conducts annual appraisals conducted in his Department.
4.Exercise self-control, patience and is known for his fairness at all times.
5.Maintains an “Open Door” policy.
6.Projecta positive and motivated attitude among his peers and employees at all times.
7.Ensures that all personnel and training related policies.
8.Ensures that all areas of responsibility are properly staffed, supervised and operating smoothly.
9.Is totally committed to training and shows concern about the training his employees receive, an visit training sessions frequently.
10.Assist the departmental trainer in their development and monitors their effectiveness in staff training.
11.To ensure that all employees are fully conversant with the hotel’s facilities and services. To ensure that all employees schedule are properly established and maintained.
Administrative Responsibilities :
1.To maintain all hotel records and forms as prescribed by established policies and procedures.
2.To control the preparation of room occupancy forecast on a daily, weekly and monthly basis.
3.Is able to meet given or agreed deadlines.
4.To attend all briefings and meetings as requested and necessary.
5.Is able to plan long term but at the same time is able to react to sudden chances instantly.
6.Plans pro-active rather the re-active.
7.To ensure that guest history record is up-to-date at all times.
8.Conducts briefings and meetings as per established policies.
9.Is comfortable in the use of computer systems.
10.To advise management and sales of the update reservation status for reference in business solicitation.
11.To ensure that report is ready for Sales Office within ten days of the current month.
12.To understand and comply with local regulations and legislation.
13.To assume the function of Duty Manager representing management in accordance with the Duty Manager Roster and Duty Manager job description.
1.Personally and frequently verifies that guests in his operation are receiving the best possible service available.
2.Schedules himself to be on the front during peak operation hours, checking on standards of services, and cleanliness, is greeting and assist in the check in of guests and escorts VIP guest to the room.
3.To be demanding and critical to service standards as well as hygiene standards.
4.To constantly strive to please all guest that he may come into contact with.
5.Is responsible that employees project professionalism and are well trained and provide friendly and efficient service.
6.Ensure a speedy telephone and message service at all times.
7.Maintains an atmosphere of tranquillity at the Front Desk, never giving the impression that there is a problem.
Product :
1.Verifies constantly that the physical product in all aspects is consistent with the hotel standards.
2.Periodically inspects rooms to ensure cleanliness and well maintained rooms. Patrols assigned areas frequently to ensure cleanliness and well maintained areas.
3.Ensures that policies and procedures in regards to staff appearance, hygiene and sanitation are enforced.
General
1.Ensure that corporate, divisional and departmental policies and procedures are adhered to at all levels.
2.Liaise closely with other Departments and emphasizes on excellent inter-departmental relations considering other departmental procedures and policies.
3.Delegate authority and responsibilities to direct subordinates without relinquish ultimate responsibility for the operation.
Marketing Responsibilities:
1.To assist in the preparation of the annual, Business Plan for the entire Department.
2.Fully understands the market needs of house guest and local market, assisting in the development of product lines and services accordingly.
3.Is constantly aware of new market trends and activities of competitors, ensures that his operation is always one step ahead of the competition.
4.Entertains regular and potential clients and maintains excellent guest relations.
Personnel And Training Responsibilities :
1.Is an excellent people manager, showing respect for local customs and culture.
2.To build an effective management team through taking an active interest in the development of subordinates through training and involvement in decision making.
3.Gives his subordinates frequent feedback on their performance and status of development. Conducts annual appraisals conducted in his Department.
4.Exercise self-control, patience and is known for his fairness at all times.
5.Maintains an “Open Door” policy.
6.Projecta positive and motivated attitude among his peers and employees at all times.
7.Ensures that all personnel and training related policies.
8.Ensures that all areas of responsibility are properly staffed, supervised and operating smoothly.
9.Is totally committed to training and shows concern about the training his employees receive, an visit training sessions frequently.
10.Assist the departmental trainer in their development and monitors their effectiveness in staff training.
11.To ensure that all employees are fully conversant with the hotel’s facilities and services. To ensure that all employees schedule are properly established and maintained.
Administrative Responsibilities :
1.To maintain all hotel records and forms as prescribed by established policies and procedures.
2.To control the preparation of room occupancy forecast on a daily, weekly and monthly basis.
3.Is able to meet given or agreed deadlines.
4.To attend all briefings and meetings as requested and necessary.
5.Is able to plan long term but at the same time is able to react to sudden chances instantly.
6.Plans pro-active rather the re-active.
7.To ensure that guest history record is up-to-date at all times.
8.Conducts briefings and meetings as per established policies.
9.Is comfortable in the use of computer systems.
10.To advise management and sales of the update reservation status for reference in business solicitation.
11.To ensure that report is ready for Sales Office within ten days of the current month.
12.To understand and comply with local regulations and legislation.
13.To assume the function of Duty Manager representing management in accordance with the Duty Manager Roster and Duty Manager job description.
**********************************************************************************************
<script async src="//pagead2.googlesyndication.com/pagead/js/adsbygoogle.js"></script>
<script>
(adsbygoogle = window.adsbygoogle || []).push({
google_ad_client: "ca-pub-4126271559580017",
enable_page_level_ads: true
});
</script>
<script>
(adsbygoogle = window.adsbygoogle || []).push({
google_ad_client: "ca-pub-4126271559580017",
enable_page_level_ads: true
});
</script>
No comments:
Post a Comment