FRONT OFFICE JOB DESCRIPTION.doc

FROUT OFFICE DESCRIPTION ASSISTANT MANAGER Front office manager 1. Summary: assist in directing and supervising the activities of the front desk: room clerks. Bell service, Doormen, Reservations office, Telephone department, Guest relations offices and Airport representatives.DUTY 1Maintain a friendly, neat and pleasant image to guests.Performance standards: a) Always check personal hygiene and be wellgroomed in appearance. b) Always wear a clean and tidy uniform.c) Always maintain a professional image and be friendly and smiling under any circumstances.DUTY 2Provide courteous service to guests and respond promptly and tactfully to guests complaints, requests and inquires.Performance Standards:a) Give immediate and complete attention to guests requests and complaints.b) Take immediate remedial action against complaints.c) Ensure the guests are satisfied with the services provided before leaving the hotel.d) Request assistance from Executive on Duty or Front Office Manager if complaints requests cannot be handled.DUTY 3Appraise appearance and efficiency of the front Desk: Room clerks, Bell Service, Doormen, Reservations office, Telephone Department, and report findings to the front office Manager or Assistant Front Office Manager.Performance Standardsa) Check on the general appearance of all front office staff.b) Make spot checks on the performance of Front Office staff.c) Ensure that all guests approaching the Reception Desk are attended to immediately.DUTY 4Maintain smooth relationships between Management and guests. Resolve problems arising from guests complaints and attend esquires immediately. Performance standards a) Handle complaints which result in both satisfactions of the hotel interests. b) Show the guests the actions being taken regarding their requests and complaints.c) When handling guests complaints always make the guests feel that “ WE DO CARE”DUTY 5Approve release of fruits, flowers and other amenities according to established procedures.Performance standards a) Upon reporting for work, check on the day expected arrivals to ascertain if there are requests for amenities.b) All VIPs reservations to be followed-up with complimentary orders for fruits or flowers.c) Ensure that copies are distributed immediately and fruits or flowers are in the room before the guests arrive.l Above action must be taken during GRO absence.DUTY 6 Meet and escort VIPS to their rooms, welcome as many FIT clients as possible upon check-in or ensure that the guests Relations officer on duty does so.Performance standards a) Be in the lobby ten minutes before the expected arrivals of the VIPS.b) Have the welcome booklet, room keys (if any) on hand before the expected arrivals. c) Ensure that the Guests Relations officer is always in the lobby to meet all incoming guests.DUTY 7Inspect rooms assigned to VIPs and inform Housekeeping Department of any need for repairs cleaning, etc. Ensure complimentary orders of Management are placed as ordered. Performance standards a) Ensure that all complimentary items are in the room one hour before the guests arrive. b) Check the room assigned an hour before the guest arrival.c) Immediately report any defect in the room to the party concerned.*Above action must be taken during GRO absence.DUTY 8Ensure the accommodation and transportation of overflow guests in cases of full house.Performance standards a) Arrange accommodation at a hotel of the same category for guests that cannot be accommodated.b) Complimentary transportation of overflow guests.(confirmed reservations)c) List names of overflow guests and their respective hotels in the Assistant Manager logbook.DUTY 9Inspect back-of-the-house (evening shift), the lobby and the other guest areas, including the parking area, and inform departments concerned of findings.Performance standards a) Make a round of the hotel during the shift.b) Ensure that everything is in order in the areas inspected.c) Record in the logbook any irregularities discovered. DUTY 10Authorize rate/room change, paid outs, rebates, cash advances, acceptance of cheques, releases of airline crew allowances, etc. on the basis of established procedures, credit policy, amount involved and identity of the guests. Performance standards a) Ensure that changes are updated folio/correspondence in computer before signing the change notice form. b) Indicate full explanation for any rebate approved.c) All crew allowances approved are to be supported by crew allowances sheet. UYT 11 D Co-ordinate with the Security Department in the investigation of irregularities and undesirable guests.Performance standardsa) Accomplish written reports of irregularities (guests and personnel)and inform Security personnel.b) Handle undesirable guests with the Security Office.c) Record in the logbook the results of any investigation conducted.DUTY 12Maintain a logbook to record the daily operational activities, submit the same to the front Office Manager.Performance standardsa) Enter only official matters in the logbook. Avoid personal notes.b) Indicate time of duty an affix signature after making any entry.c) Forward logbook to the Front Office Manager by 8.00 a.m. daily (except Sundays and public Holidays).DUTY 13Prepare reports on accidents to guests, employees and non-hotel guests, as well as reports of loss and/or damage to persons and properties inside the premises.Performance Standards a) An accident report must be submitted to the Resident Manager,Financial Controller, Personnel Manager and Front Office Manager on the same day.b) Immediately follow up report on loss or damage. Ensure that charges are made on guests bills and guests are advised accordingly.DUTY 14Double lock or release double locked doors.Performance standardsa) Double lock, release double locked doors.b) Ensure Housekeeping Office being notified in advance and record down in logbook of the Assistant Manager.DUTY 15Follow the instructions of the emergency procedures whenever applicable.Performance standards a) During fire, typhoon or anything related to death, robbery, bomb threat, etc. apply the hotel emergency procedures as laid down by the Management.b) Call doctor, nurse or ambulance in emergency on behalf of guests or upon guests requests and have it recorded.DUTY 16Familiarize self with the operation of the compute system.Performance standards a) Familiarize self with the operation of the computer system in relation to the Front-of the House. b) Co-ordinate with the System Shift Supervisor and carry out any necessary arrangements that may be required. DUTY 17Conduct daily roll call for the bell Services, Reception, Telephone Operators and keep them informed of day happening.Performance standards a) Spot check the staff of the daily happenings in the hotel to ens