FORMAT AND EXAMPLES OF A JOB DESCRIPTION

Lesson Notes

FORMAT AND EXAMPLES OF A JOB DESCRIPTION

JOB DESCRIPTION OF FRONT OFFICE MANAGER

Job Title: Front Office Manager

Department: Front Office

Reports To: General Manager

Supervise: Reservation Manager, Front Desk Supervisor, Lobby Manager, Telephone Supervisor, and All Front Office Personnel

Coordinates With: All the Heads of the Department of Hotels

Duties and Responsibilities:-

Front office Manager is the head of the front office department and allocates the available resources of the department to achieve the goals of the department and the organization.
Directly supervise all the front office personnel and to ensure proper and smooth operations of the department.
Direct and coordinates the activities of the front office department.
A daily review of the financial accounting procedures at the front desk and other guest service areas.
Operating and monitoring the reservation system.
Developing and operating an effective communication system with front office staff and other department directors; supervising daily registrations and checkouts.
Overseeing and developing employees.
Establishing in-house sales programs at the front desk.
Preparing budgets and cost-control systems.
Forecasting room sales; and maintaining business relationships with regular corporate and community leaders.
The front offices a pivotal point in communication among in-house sales, delivery of service to the guest, and financial operations.
It requires an individual who can manage the many details of guest needs, employee supervision, interdepartmental communication, and transmittal of financial information.
The front office manager must train personnel in the technical aspects of the Property Management system (PMS), a hotel computer system that networks the software and hardware used in reservation and registration databases, point-of-sale systems,
Reviewing the final draft of the night audit.

JOB DESCRIPTION OF ASST FRONT OFFICE MANAGER

Job Title: Assistant Front Office Manager

Department: Front Office

Reports To: Front Office Manager

Supervise: Front Desk Supervisor and Agents, and all Front Office Personnel

Coordinates With: All the Heads of the Department of Hotels

Duties and Responsibilities of Asst Front Office Manager:-

Assistant Front office Manager is next to head of the front office department and allocates the available resources of the department to achieve the goals of the department and the organization.
Directly supervise all the front office personnel and to ensure proper and smooth operations of the department.
Assist front office manager in supervising and co-coordinating the day to day operation of the front office staff and resolves internal problems.
Coordinate with sales department for present and future convention and group bookings.
Corresponds with future guest and blocks suites and special request for large convention.
Deals with problem arising from guest complains and reservation and room assignment activities.
Interview and hires applicants.
Assume responsibilities of front office manager upon his absence.

JOB DESCRIPTION OF LOBBY MANAGER

Job Title: Lobby manager

Department: Lobby

Reports To: Front Office Manager

Supervise: Lobby and Uniformed Personnel

Coordinates With: Front Office, Security, Housekeeping

Duties and Responsibilities of lobby Manager:-

Schedules the duty roster and determines justification for complain, and ensures that the front office has good relation with all departments.
Co-ordinate with various departments for effective guest handling.
Handle the guest complains and ensures that the front office has good relation with all departments.
Co-ordinates with front office to facilitate rooming and departure of guest and front office cash (to allow credit)
Co-ordinates between the travel counter, airline regarding arrival & departure of flight.
Takes constant rounds at night of all operating areas to ensure smooth functioning.
Clears credit bills in the absences of assistant front office manager
Coordinates with security to ensure that no unwanted happenings take place in the hotel
Completely responsible for all ongoing activities in the lobby and operating public areas and rooms in the night as well.

JOB DESCRIPTION OF RESERVATION MANAGER

Job Title: Reservation Manager

Department: Reservation

Reports To: Front Office Manager

Supervise: Reservation Staff

Coordinates With: Front Office & Housekeeping

Duties and Responsibilities of Reservation Manager:

Supervise and answer inquiries of reservation agents
Arrange schedules of reservation agents
Maintain close liaison with secretaries of major companies that do business with the hotel
Is responsible for accurate and effective handling of reservation tally sheet.
Advice and informs front office manager of significant increases or decrease of reservation tally which could affect hotel‘s open or close status.
Keep a record of all reservation and makes a monthly room nights reports, in addition prepares half year report of all their respective production.

JOB DESCRIPTION OF RESERVATION ASSISTANT

Job Title: Reservation Assistant

Department: Reservation

Reports To: Reservation manager and supervisor

Supervise: trainees assigned

Coordinates with: front office, housekeeping

Duties and Responsibilities of Reservation Assistant:

Courteously and promptly handle all reservation on phones, by mail, telex cable and computers.
Update the reservation register/records in order to have updated inventory of room‘s availability.
Carry out amendments and cancellation intelligently and accurately.
Keep availability status chart updated.
Update guest history sheets
Display reservation position on FLASH BOARD.
Check on reservation stationery and keep a satisfactory bar stock of the same.

JOB DESCRIPTION OF FRONT OFFICE AGENT/ RECEPTIONIST

Job Title: Front Office Agent/ Receptionist

Department: Reception

Reports To: Front Office Supervisor and Asst Manager

Supervise: Trainees Assigned

Coordinates With: Lobby, Housekeeping

Duties and Responsibilities of Front Office Agent/ Receptionist:

Attend daily briefings and go through the log book for any special instructions
Check for the expected arrival departures for the day and room status
Check for the expected VIP for the day in house VIPs and issue VIP amenities voucher for fruit flowers, cakes etc as per hotel policy
Assist in preregistration and blocking of rooms for reservation
Greet the guest on arrivals
Politely confirm the details of the guest with different status(confirm reservation, walk in, foreigner et)
Register guest and assign rooms.
Complete the registration formalities of the guest, fill the Form C in case of foreigner guest
Accommodates special request whenever possible.
Understand the room status and room status tracking.
Knows room location, types of rooms available, and room rates.
Uses suggestive selling ,techniques to sell rooms and to promote other services of the hotel
Coordinates room status updates with the housekeeping departments by notifying housekeeping of all check outs ,late checkouts early check-ins ,special request and day use rooms.
Posses a working knowledge of the reservation department. Take some day reservation and future reservation when necessary, knows cancellation procedures.
Use proper telephone etiquette.
Handle guest mail and hotel mail
Handle guest message in their absence
Process guest checkouts
Post and files all charges to guest master and city ledgers accounts
Follows procedures for issuing and closing safe deposits boxes used by guest.
Reads and initials the pass-on log and bulletin board daily to be aware of daily activities and meeting taking places in the hotels.

JOB DESCRIPTION OF INFORMATION ASSISTANT

Job Title: Information Assistant

Department: Reception

Reports To: Front Office Manager and Asst Manager

Supervise: Trainees Assigned

Coordinates With: Front Office & Lobby

Duties and Responsibilities of Information Assistant

Provide desired information to guest
Update the guest rack after every arrival and departure
Maintain information rack
Handle guest ails and messages
Coordinates guest room maintenance work with the engineering and maintenance departments
Assist in paging

JOB DESCRIPTION OF CASHIER

Job Title: Front Office Cashier

Department: Cash and Bills

Reports To: Front Office Manager, Chief Accountant

Supervise: Trainees Assigned

Coordinates With: Front Office, Lobby

Duties & Responsibilities of Front Office Cashier

Post all guest charges and credit into their respective folios.
Settle all guest bills upon departure.
Encash foreign exchange as per regulations.
Disburse petty cash to hotel staff and authorize paid outs.
Control Safety Deposit lockers.
Operate the accounting machine and be responsible for all postings in it.
Receive and hold in safe custody all cash payments made by guests till the account is rendered.
Render account through cash envelop at the end of the shift.
Maintain and turn in control records and reports specified by the management.
Note telephone meter reading on folios.

JOB DESCRIPTION OF NIGHT AUDITOR

Job Title: Night Auditor

Department: Front Office

Reports To: Income Accountant & Chief Accountant

Supervise: Front Office Cashiers

Coordinates with: Front Office Cashier & All Cashier Of Revenue Outlets

Duties and responsibilities of Night Auditor

Post room charges and takes to guest accounts.
Process guest charges vouchers and credit card vouchers.
Transfer charges and deposits to master accounts.
Verifies all accounts posting and balances.
Monitor the current status of coupons, discounts and other promotional program and other front office statistics.
Tracks room revenue, occupancy percentage, and other front office statistics.

JOB DESCRIPTION OF BELL CAPTAIN

Job Title: Bell Captain

Department: Bell Desk

Reports To: Sr Bell Captain & Lobby Manager

Supervise: Bell Boys

Coordinates with: front office

Duties and responsibilities of Bell Captain

He takes briefing of his staff and passes on special instructions to them.
Checks their uniform and personal hygiene.
He controls the movements of his staff and nobody is allowed to go away from the place of his assignment without the permission of the bell captain.
Assign errands to bell boys.
All fresh arrivals with scanty baggage are informed to him by bell boys. He, after making the entry in his log book and arrival register, informs the lobby manager and the reception about scanty baggage.
Postage stock is checked and maintained at the bell desk and is sold to the guest on behalf of the hotel on no profits no loss basis.
Maintains the stock of paging boards and use them as and when guest are paged.
Observe for any doubtful mover in the hotel and informs about the same to lobby manager.
Luggage left room is controlled by him and a proper luggage register is maintained.

JOB DESCRIPTION OF BELL BOY

Job Title: Bell Boy

Department: Bell Desk

Reports To: Bell Captain, Sr Bell Captain & Lobby Manager

Supervise: None

Coordinates with: front office & Security

Duties and responsibilities of Bell Boy

Handle the guest arrival
Take the baggage from the car in the porch/gate to the room at the time of arrival.
Escorts the guest to the room on arrival.
Place the baggage in the room, on the luggage rack.
Explain the operation and control of lights, switches, air conditioning etc. to the guest and switch them on.
Handle departure of the guest (through the use of departure errand
Under instruction from bell captain bring the baggage down from the room on departure.
Check the room to ensure that the guest has left no article in the room by mistake.
Ensure collection of keys from guest at the time of check out and obtain clearance from information section.
Check for mail, message for departure guest and if available, collect and give mail or message to departing guest.
Handle Babbage of the guest when they are shifting to another room.
Distribute newspaper to guest room and selected offices.
Keep lobby area clean and clear to ensure smooth traffic flow.
Deliver guest luggage to “Left Luggage” room if required.
Check guest rooms to validate the Discrepancy Report.
Report “Scanty Baggage” guest to Bell Captain
Perform any other errands as required by guest and management

JOB DESCRIPTION OF CONCIERGE

Job Title: Concierge

Department: Concierge Desk

Reports To: Lobby Manager and Asst Front Office Manager

Supervise: None

Coordinates with: Bell Desk & City Services

Duties and responsibilities of Concierge:-

Develops a strong knowledge of the hotels facilities and services and of the surrounding community.
Provides guest with direction to attraction or facilities in or outside the attraction or facilities in or outside the property
Makes guest reservation for air other forms of transportation when requested.
Provides guest with information about attraction facilities, services and activities in or outside the property.
Makes guest reservation for the theatre and other forms of entertainments when requested.
Organize special function as directed by management.
Arrange secretarial and other office services
Handles guest complains and solve problem to the degree possible.

JOB DESCRIPTION OF BUSINESS CENTRE ASSOCIATE

Job Title: Business Centre Associate

Department: Business Centre

Reports To: Business Centre Supervisor & Front Office Manager

Supervise: None

Coordinates with: Front Desk

Duties & Responsibilities of Business Centre Associate:-

Operation of all office equipment for guest.
Providing secretarial services such as typing, photocopying
Maintenance and upkeep of all office equipment.
Set up of meeting rooms for meeting
Co-coordinating with banquets for providing snacks, tea and coffee.
Maintaining the regular record of the usage of fax, email,/internet facilities.

JOB DESCRIPTION OF GUEST RELATION EXECUTIVE

Job Title: Guest Relation Executive:

Department: Guest Relation Desk

Reports To: Front Office Manager & Guest Relation Supervisor

Supervise: None

Coordinates with: Front Office & Concierge

Duties & Responsibilities of Guest Relation Executive (GRE):-

Blocking rooms and suites: After checking the reservation and reference of room ones she has checked the availability.
Placing amenities: After GRE has checked the VIP status; she selects the type of amenity and then sends the amenity voucher to the concerned departments.
Checking the room: Ones the room has been cleared by housekeeping and room service has placed the amenities the GRE checks the room to ensure that it is perfect in all aspects.
Welcoming the guest by addressing the name.
Escorting the guest to the reception and assist them in taking as much information from the guest as possible on arrival.
Escorts the guest to the room and explain the features of the room.
After few minutes of rooming the guest, the GRE gives the guest a welcome call to get a brief feedback about accommodation.

JOB DESCRIPTION OF TELEPHONE OPERATOR

Job Title: Telephone Operator

Department: Telephone Section

Reports To: Telephone Supervisor & Front Office Manager

Supervise: None

Coordinates with: All departments & Cashier

Duties & Responsibilities of Telephone Operator:-

Answer incoming calls.
Directs calls to guest room , staff or departments through the switchboard or PBX system
Place outgoing calls.
Receives t6elephone charges from the telephone company and forward charges to the front desk for posting.
Takes and distribute message for guest.
Answer question about hotel events and activities.
Provide information about guest services to guest.
Understand PBX switchboards operation.
Logs all wakeup call request and performs wakeup call services.
Provide paging services for hotel guest and employees.
Knows what action to take when an emergency call is required or received

JOB DESCRIPTION OF AIRPORT REPRESENTATIVE

Job Title: Airport Representative

Department: Front Office

Reports To: Sales Manager & Front Office Manager

Supervise: None

Coordinates with: Reception, Airline Staff

Duties & Responsibilities of Airport Representatives:-

To keep informed of hotel rates and facilities.
Keep informed of local events and practices.
Meet all booked guests at the airport, welcomes them and assists in arranging transport to the hotel.
Meets and maintain rapport with airline counter staff on continuous basis to generate layover/FIT business for hotel.
Assisting in the check in, coordinating with airlines staff in case of lost /mishandled baggage
Meets counter staff of various agencies etc. and keeps friendly rapport to get business.
Meets crew on arrival and liaisons with transport.
Receives, meets VIP guests on arrival and escorts them to the hotel.
Sees off the VIP guests at the airport.
Maintains liaison and good rapport with custom authorities and help in quick clearance of VIPs and any other persons as directed by the Front Office Manager.
Confirmation of flight timings, recheck in of guest.
Act as sale representative for the hotel at the airport
Update airline schedules
Keeps informed of room position
Assist hotel VIP guests, in case of excess luggage, ticket confirmation and securing seats. If desired, check in VIP guests at the airport in advance,
Keeps record of all business generated by airport counter staff. Pages guest if required at the airport.
Provide constant feedback to Front Office Manger on airport happenings.
Reports competitive activities.
Meets group on arrival at airport.
Keeps in contact with lobby manager for room availability on telephone.
Prepares weekly reports and submits to Front Office Manager.
Undertakes any other assignment from Front office manager/lobby manager.
Attends sales meeting every week
Generates FIT business on individual sales effort.
Checks airport pick-ups.
Keeps in touch with assistant manager for any additional follow up.
Any other assignment as directed by Front Office Manager.

JOB DESCRIPTION OF DOOR MAN/LINK MAN/ CARRIAGE ATTENDANT

Job Title: Door Man

Department: Bell Desk

Reports To: Bell Captain

Supervise: None

Coordinates with: Bell Desk, Security & Valet parking

Duties & Responsibilities of Door Man:-

First staff to greet the guest
Open doors of arriving cars and greets and welcome guests with a smile
Alert the Bell Desk regarding arrival of guest
Call the vehicle for the guest in portico.
Check the baggage before the vehicle leaves
Ensure smooth traffic flow in the porch and ensures that the porch is always clear.
Provides other information about the hotel and the city if required.
Calls for cars parked in the basement
Keep the keys of incoming guest car orderly
Responsible for cleanliness and order lines of the front area of the hotel and area around it
Checks the luggage out pass before allowing the bell boy to load luggage in car at the time of departure and maintains car register
Assist the security in providing front porch surveillance
Should know driving to assist the guest in case of emergency
Perform any other duties as may be assigned