POSITION TITLE : ASSISTANT FRONT OFFICE MANAGER
DEPARTMENT : ROOMS/FRONT OFFICE
REPORTS TO : FRONT OFFICE MANAGER
PURPOSE :
Under the general direction of the Front Office Manager, and within the limits of established hotel policies and procedures, assists in overseeing and directing all aspects of Front Office operations which shall include Assistant Managers, Guest Relations, Reception, Reservations, Telephone/Telex. Uniformed Services/Concierge.
RELATIONSHIPS :
1.Reports directly to and communicates with Front Office Manager on all pertinent Front Office matters affecting guest service and operations.
2.Provides functional assistance to the Front Office operations personnel.
3.Interacts With hotel guests as well as the local community.
4.Cooperates, coordinates and communicates with Front Office section heads.
DUTIES AND RESPONSIBILITIES :
1.Supervises Reception and Reservations personnel to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
2.Monitors Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
3.Monitors Front Office personnel, and particularly Guest Relations personnel. known repeat guests and other VIP receive special attention and personal recognition.
4.Informs other operating departments, notably Housekeeping, of all Front Office Managers which concern them.
5.Establishes and maintains effective employee relations.
6.Assists Front Office Manager in personnel related manner such as interviewing, appraising and counseling.
7.Identifies training needs, assists in development formal training plans and implementing training sessions.
8.Inspects frequently for cleanliness and orderliness, the lobby, reception and cashier's desk and, on a random basis, VIP rooms prior to arrival.
9.Performs related duties and special projects as assigned.
Showing posts with label FO Job Desc. Show all posts
Showing posts with label FO Job Desc. Show all posts
Saturday, May 28, 2011
FO - Reservation Manager
POSITION TITLE : RESERVATION MANAGER
DEPARTMENT : ROOMS/FRONT OFFICE
PURPOSE :
Supervising General Job Performance of reservation staff implementing of policies and procedures under guidance of Front Office Manager, training, responsible and perform any other duties might requested by Front Office Manager or Room Division Manager.
RELATIONSHIPS :
1.Reports directly to Front Office Manager.
2.Interact and cooperate with Sales, Reception, Guest Relations, Banquet, Accounting and Housekeeping.
DUTIES AND RESPONSIBILITIES :
1.Responsible to Front Office Manager and Room Division Manager.
2.Having knowledge of entire Reservation Procedure according to International Hotel manual system.
3.Responsible for Hotel and Local Reservations and Reservation - Links to Best Western World Wide.
4.Handling of correspondences, sorted - out letters, telexes, fax, cables which are checked already by Front Office Manager.
5.Allocate daily tasks to Reservations staff .
6.Review reservation booked daily.
7.Review arrival report daily.
8.Responsible for preparation of occupancy forecast.
9.Responsible for training staff.
10.Responsible for implementation of policies and procedures.
11.Responsible for recording Company/Travel Agent Rates both in system and correspondence file.
12.Liase with Sales Department in regards to occupancy, Rates Reservation's Analysis.
13.Identify Top Producing Accounts ensure proper recognition by Reservation staff
14.Responsible for various Production reports and supply to each department concerned.
15.Monitoring Telephone Manner and general performance of reservations staff daily.
16.Ensure special handling of repeats guest and very VIP guest.
17.Review room blocking for Long Stay. Suites and special group request.
18.Supervising of Group Reservations.
19.Maintain cordial relations with commercial clients.
20.Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action.
21.Responsible for work schedule
22.Responsible for maintaining a Neat and Orderly position at all times.
In general, perform any other duties might requested by Front Office Manager or Room Division Manager.
DEPARTMENT : ROOMS/FRONT OFFICE
PURPOSE :
Supervising General Job Performance of reservation staff implementing of policies and procedures under guidance of Front Office Manager, training, responsible and perform any other duties might requested by Front Office Manager or Room Division Manager.
RELATIONSHIPS :
1.Reports directly to Front Office Manager.
2.Interact and cooperate with Sales, Reception, Guest Relations, Banquet, Accounting and Housekeeping.
DUTIES AND RESPONSIBILITIES :
1.Responsible to Front Office Manager and Room Division Manager.
2.Having knowledge of entire Reservation Procedure according to International Hotel manual system.
3.Responsible for Hotel and Local Reservations and Reservation - Links to Best Western World Wide.
4.Handling of correspondences, sorted - out letters, telexes, fax, cables which are checked already by Front Office Manager.
5.Allocate daily tasks to Reservations staff .
6.Review reservation booked daily.
7.Review arrival report daily.
8.Responsible for preparation of occupancy forecast.
9.Responsible for training staff.
10.Responsible for implementation of policies and procedures.
11.Responsible for recording Company/Travel Agent Rates both in system and correspondence file.
12.Liase with Sales Department in regards to occupancy, Rates Reservation's Analysis.
13.Identify Top Producing Accounts ensure proper recognition by Reservation staff
14.Responsible for various Production reports and supply to each department concerned.
15.Monitoring Telephone Manner and general performance of reservations staff daily.
16.Ensure special handling of repeats guest and very VIP guest.
17.Review room blocking for Long Stay. Suites and special group request.
18.Supervising of Group Reservations.
19.Maintain cordial relations with commercial clients.
20.Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action.
21.Responsible for work schedule
22.Responsible for maintaining a Neat and Orderly position at all times.
In general, perform any other duties might requested by Front Office Manager or Room Division Manager.
FO - Guest Relation Manager
POSITION TITLE : GUEST RELATIONS MANAGER
DEPARTMENT : ROOMS/FRONT OFFICE
PURPOSE :
Under the general direction of the Front Office Manager, and within the limits of established hotel policies and procedures, overseas and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction.
RELATIONSHIPS :
1.Reports directly to and communicates with Front Office Manager on all pertinent Front Office matters affecting guest satisfactions.
2.Provides functional assistance and direction to guest relations personnel
3.Interacts with guests as well as individual outside the hotel including, but not limited to travel industry representatives, competitors and other members of the local community.
4.Cooperates, coordinates and communicates with other hotel departments as required.
DUTIES AND RESPONSIBILITIES :
1.Monitors guest relations personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention & from arrival through departure.
2.Monitors Guest Relations personnel repeat guests and other VIP are receive special recognition and service.
3.Informs other operating departments, notably Housekeeping and Food & Beverage, on matter which concern them.
4.Establish and maintains effective employee relations.
5.Assists in identifying training needs, develops formal training plans and implements training session for guest - contact personnel.
6.Oversees maintenance of efficient repeat guest history system.
7.Maintains appropriate standards of conduct. dress, hygiene, uniform, appearance and posture of Guest Relations personnel.
8.Promotes Inter - Hotel sales and in - house facilities.
9.Checks VIP rooms for amenities.
10.Performs such functions as to include but not be limited to :
a.VIP & Hotel members ( if any) and regular guest welcome letters.
b.Solicitation of Hotel member applications ( if any).
c.Imitations to regular guest and long staying guest parties.
d.Attending to special requests by guests.
e.Developing and implementing guest telephone contact system.
11.Inform senior management of special guest related problems.
12.Handles guest complaints and refers them as necessary. Follows up on corrective action.
13.Inspect cleanliness & amenities of room guests for special guests.
14.Compiles, analyzes and controls guest relations costs.
15.Schedules and attends monthly VIP guest cocktail parties.
16.Reviews VIP lists to check room allocations, amenities, special requests.
17.Prepares requisitions for amenities on a timely basis.
18.Perform related duties and special projects as assigned such as monthly cocktail party, long - staying guest party, courtesy call to airlines etc.
DEPARTMENT : ROOMS/FRONT OFFICE
PURPOSE :
Under the general direction of the Front Office Manager, and within the limits of established hotel policies and procedures, overseas and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction.
RELATIONSHIPS :
1.Reports directly to and communicates with Front Office Manager on all pertinent Front Office matters affecting guest satisfactions.
2.Provides functional assistance and direction to guest relations personnel
3.Interacts with guests as well as individual outside the hotel including, but not limited to travel industry representatives, competitors and other members of the local community.
4.Cooperates, coordinates and communicates with other hotel departments as required.
DUTIES AND RESPONSIBILITIES :
1.Monitors guest relations personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention & from arrival through departure.
2.Monitors Guest Relations personnel repeat guests and other VIP are receive special recognition and service.
3.Informs other operating departments, notably Housekeeping and Food & Beverage, on matter which concern them.
4.Establish and maintains effective employee relations.
5.Assists in identifying training needs, develops formal training plans and implements training session for guest - contact personnel.
6.Oversees maintenance of efficient repeat guest history system.
7.Maintains appropriate standards of conduct. dress, hygiene, uniform, appearance and posture of Guest Relations personnel.
8.Promotes Inter - Hotel sales and in - house facilities.
9.Checks VIP rooms for amenities.
10.Performs such functions as to include but not be limited to :
a.VIP & Hotel members ( if any) and regular guest welcome letters.
b.Solicitation of Hotel member applications ( if any).
c.Imitations to regular guest and long staying guest parties.
d.Attending to special requests by guests.
e.Developing and implementing guest telephone contact system.
11.Inform senior management of special guest related problems.
12.Handles guest complaints and refers them as necessary. Follows up on corrective action.
13.Inspect cleanliness & amenities of room guests for special guests.
14.Compiles, analyzes and controls guest relations costs.
15.Schedules and attends monthly VIP guest cocktail parties.
16.Reviews VIP lists to check room allocations, amenities, special requests.
17.Prepares requisitions for amenities on a timely basis.
18.Perform related duties and special projects as assigned such as monthly cocktail party, long - staying guest party, courtesy call to airlines etc.
FO - Front Desk Shift Leader
POSITION TITLE : FRONT DESK SHIFT LEADER
DEPARTMENT : ROOMS/FRONT OFFICE
PURPOSE :
Responsible for the efficient registration, rooming, checking out of hotel guest and delegating tasks required to fulfill the efficient running of the Front Desk.
RELATIONSHIPS :
1.Reports directly to Assistant Front Office Manager. Front Office Manager.
2.Reservation, Guest Relations, Concierge, General Cashier, Account Receivable, Housekeeping, Telephone I Telex, Marketing, Engineering, Credit Manager and Duty Manager.
DUTIES AND RESPONSIBILITIES :
1.Responsible for the overall day to day functions of the front desk and delegating task as per the shift check list.
2.Greets all guest at any time and helpful manner and attempts to learn and use guest name at every opportunity registers and rooms all arrivals according to established procedures.
3.On check in, ensure that the guest fill the registration card completely and legibly and that the guest is assigned a room of the type and at the rate requested. In the case of walk in, the guest should be sold a room at the highest available rate.
4.Enter all arrivals into the computer immediately on check in. Modifies all arrival information so as to reflect information ( i.e. home address) which guest completed on registration card and enters all information accurately and with particular care toward spelling and room rates.
5.Posting outlets and departmental charges as promptly as possible and in accordance with policy and procedure.
6.Maintain cashier float and make accurate daily reports of all money received.
7.Cashing of hotel guests personal and travelers checks and assisting with currency exchange.
8.Keep self abreast of all modifications to accounting policies and procedures.
9.Responsible and attends to guest's request of using the service of safety box at all times.
10.As flow of business dictates carries out either cashier or reception function as assigned by supervisor.
11.Be thoroughly aware of all special promotion procedures, for programs such as Hotel Rewards and incentive toward customer.
12.Attends to guest's complaints, inquiries and requests, refers problems to Duty Manager or Assistant Front Office Manager whenever necessary.
13.Ensure that all rooms discrepancy are resolved before end of shift.
14.Carries out any other Front Office supervisory duties as may be assigned by Front Office Manager/ Assistant Front Office Manager.
15.Checks out all departing guests according to established procedures, ensuring that the guest account is properly Settled according to hotel credit policy with all pending charges posted to guest account.
16.Does all possible to ensure that guest depart the hotel with a positive impression of service and front office staff. .
17.At the end of the shift. balances audit and money and prepares all works for audit in an orderly fashion.
18.Always deport him/herself in keeping with the high standards of behavior and appearance expected of an hotel policy procedure in his/her attitude towards guests and employee alike.
19.Take personal interest and pride for ensuring that the front desk area is kept cleaned and in an orderly state at all times.
20.Endeavors of maintain the high standards of the hotel with particular regard to the services of Hotel members, ( if any ) and other VIP and with reference to hotel and departmental goals.
21.Responsible for action immediately to Front Office Manager or any other appropriate department head anything which is considered to be a health of safety hazard.
22.To attend Fire/ Emergency Training Program and to ensure that the hotel's and department's fire and emergency procedures are understood.
DEPARTMENT : ROOMS/FRONT OFFICE
PURPOSE :
Responsible for the efficient registration, rooming, checking out of hotel guest and delegating tasks required to fulfill the efficient running of the Front Desk.
RELATIONSHIPS :
1.Reports directly to Assistant Front Office Manager. Front Office Manager.
2.Reservation, Guest Relations, Concierge, General Cashier, Account Receivable, Housekeeping, Telephone I Telex, Marketing, Engineering, Credit Manager and Duty Manager.
DUTIES AND RESPONSIBILITIES :
1.Responsible for the overall day to day functions of the front desk and delegating task as per the shift check list.
2.Greets all guest at any time and helpful manner and attempts to learn and use guest name at every opportunity registers and rooms all arrivals according to established procedures.
3.On check in, ensure that the guest fill the registration card completely and legibly and that the guest is assigned a room of the type and at the rate requested. In the case of walk in, the guest should be sold a room at the highest available rate.
4.Enter all arrivals into the computer immediately on check in. Modifies all arrival information so as to reflect information ( i.e. home address) which guest completed on registration card and enters all information accurately and with particular care toward spelling and room rates.
5.Posting outlets and departmental charges as promptly as possible and in accordance with policy and procedure.
6.Maintain cashier float and make accurate daily reports of all money received.
7.Cashing of hotel guests personal and travelers checks and assisting with currency exchange.
8.Keep self abreast of all modifications to accounting policies and procedures.
9.Responsible and attends to guest's request of using the service of safety box at all times.
10.As flow of business dictates carries out either cashier or reception function as assigned by supervisor.
11.Be thoroughly aware of all special promotion procedures, for programs such as Hotel Rewards and incentive toward customer.
12.Attends to guest's complaints, inquiries and requests, refers problems to Duty Manager or Assistant Front Office Manager whenever necessary.
13.Ensure that all rooms discrepancy are resolved before end of shift.
14.Carries out any other Front Office supervisory duties as may be assigned by Front Office Manager/ Assistant Front Office Manager.
15.Checks out all departing guests according to established procedures, ensuring that the guest account is properly Settled according to hotel credit policy with all pending charges posted to guest account.
16.Does all possible to ensure that guest depart the hotel with a positive impression of service and front office staff. .
17.At the end of the shift. balances audit and money and prepares all works for audit in an orderly fashion.
18.Always deport him/herself in keeping with the high standards of behavior and appearance expected of an hotel policy procedure in his/her attitude towards guests and employee alike.
19.Take personal interest and pride for ensuring that the front desk area is kept cleaned and in an orderly state at all times.
20.Endeavors of maintain the high standards of the hotel with particular regard to the services of Hotel members, ( if any ) and other VIP and with reference to hotel and departmental goals.
21.Responsible for action immediately to Front Office Manager or any other appropriate department head anything which is considered to be a health of safety hazard.
22.To attend Fire/ Emergency Training Program and to ensure that the hotel's and department's fire and emergency procedures are understood.
FO - Front Office Manager
POSITION TITLE : FRONT OFFICE MANAGER
DEPARTMENT : ROOMS/FRONT OFFICE
PURPOSE :
Under the general direction of the Front Office Manager and within the limits of established Hotel Property and local hotel policies and procedures acts as hotel management representative for the purpose of ensuring maximum level of guest service and satisfaction and for Front Office management in their absence and other department heads when necessary.
RELATIONSHIPS :
1.Reports directly to the Front Office Manager on all pertinent Front Office matters affecting guest services and Front Office operations.
2.Provides supportive functional assistance to all departments and particularly Front Office.
3.Interacts with hotel guest as well as members of the local community.
4.Cooperates. coordinates and communicates with all departments through established channels, and particularly Front Office.
DUTIES AND RESPONSIBILITIES :
1.Supervises as directed Reception and Reservations personnel to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
2.Reacts to situations as needed to ensure guests receives prompt, cordial attention and personal recognition through out the hotel.
3.Responds to guest's needs and resolves related problems.
4.Support and assists Front Office personnel, particularly Guest Relations personnel to ensure Hotel members ( if any), known repeat guests and other VIP receive special attention and personal recognition.
5.Informs other operating departments, of all matters which concern them through appropriate channels.
6.Establishes and maintains effective employee relations.
7.Establishes and maintains effective interdepartmental relationships.
8.Identifies training needs and recommends formal training plans to Front Office Manager. assists in developing formal training plans and implementing training sessions as directed.
9.Inspects regularly for cleanliness and orderliness. the front and back of the house and particularly the public areas.
10.Inspects all guest rooms on a rotating basis to ensure International Hotel and hotel standards are routinely encountered.
11.Assists and complements Guest Relations in the inspection of VIP rooms in the greeting. rooming and sending off the VIP guests.
12.Monitors appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of employees.
13.Provides input for Front Office Departmental meetings.
14.Promotes inter - hotel sales and in - house facilities.
15.Assists as directed in gathering data for preparing budgets
16.Assists in the preparation of statistical reports, forecasts, Annual Budget Strategic Plan and Goals Program.
17.Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy.
18.Analyzes and approves discounts and rebates.
19.Analyzes the rate variances to ensure rooms revenue control.
20.Takes necessary actions for the conservation of health, life and assets and reacts to emergency situations.
21.Takes action with the management information system (MIS) in emergency situations.
22.Performs related duties and special projects as assigned.
REQUIREMENTS
Demonstrated knowledge of and potential ability to assist in the management of Front office section obtained through :
College degree (Hotel school, university, and/or requirement experience)
Minimum of one to three year previous experience preferred I Front Office Section Supervision, at least some of which include supervision of reception and reservations.
Proven record I reception and reservations, and several of the following areas : Reservations, Reception, Uniformed Services, telephone/Telex. Guest Relations and Front Office Cashiering.
Proven or demonstrated ability in handling crises and working under pressure, taking initiative. Leadership. An d working as a team, problem solving, prioritizing, delegating.
DEPARTMENT : ROOMS/FRONT OFFICE
PURPOSE :
Under the general direction of the Front Office Manager and within the limits of established Hotel Property and local hotel policies and procedures acts as hotel management representative for the purpose of ensuring maximum level of guest service and satisfaction and for Front Office management in their absence and other department heads when necessary.
RELATIONSHIPS :
1.Reports directly to the Front Office Manager on all pertinent Front Office matters affecting guest services and Front Office operations.
2.Provides supportive functional assistance to all departments and particularly Front Office.
3.Interacts with hotel guest as well as members of the local community.
4.Cooperates. coordinates and communicates with all departments through established channels, and particularly Front Office.
DUTIES AND RESPONSIBILITIES :
1.Supervises as directed Reception and Reservations personnel to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
2.Reacts to situations as needed to ensure guests receives prompt, cordial attention and personal recognition through out the hotel.
3.Responds to guest's needs and resolves related problems.
4.Support and assists Front Office personnel, particularly Guest Relations personnel to ensure Hotel members ( if any), known repeat guests and other VIP receive special attention and personal recognition.
5.Informs other operating departments, of all matters which concern them through appropriate channels.
6.Establishes and maintains effective employee relations.
7.Establishes and maintains effective interdepartmental relationships.
8.Identifies training needs and recommends formal training plans to Front Office Manager. assists in developing formal training plans and implementing training sessions as directed.
9.Inspects regularly for cleanliness and orderliness. the front and back of the house and particularly the public areas.
10.Inspects all guest rooms on a rotating basis to ensure International Hotel and hotel standards are routinely encountered.
11.Assists and complements Guest Relations in the inspection of VIP rooms in the greeting. rooming and sending off the VIP guests.
12.Monitors appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of employees.
13.Provides input for Front Office Departmental meetings.
14.Promotes inter - hotel sales and in - house facilities.
15.Assists as directed in gathering data for preparing budgets
16.Assists in the preparation of statistical reports, forecasts, Annual Budget Strategic Plan and Goals Program.
17.Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy.
18.Analyzes and approves discounts and rebates.
19.Analyzes the rate variances to ensure rooms revenue control.
20.Takes necessary actions for the conservation of health, life and assets and reacts to emergency situations.
21.Takes action with the management information system (MIS) in emergency situations.
22.Performs related duties and special projects as assigned.
REQUIREMENTS
Demonstrated knowledge of and potential ability to assist in the management of Front office section obtained through :
College degree (Hotel school, university, and/or requirement experience)
Minimum of one to three year previous experience preferred I Front Office Section Supervision, at least some of which include supervision of reception and reservations.
Proven record I reception and reservations, and several of the following areas : Reservations, Reception, Uniformed Services, telephone/Telex. Guest Relations and Front Office Cashiering.
Proven or demonstrated ability in handling crises and working under pressure, taking initiative. Leadership. An d working as a team, problem solving, prioritizing, delegating.
FO - Concierge
POSITION TITLE : CONCIERGE
DEPARTMENT : ROOM/FRONT OFFICE
PURPOSE :
Responsible for the entire operation of the Uniform Service and Information Section, supervises the staffs to maintain the high quality of services, activities, policies and procedures.
RELATIONSHIPS :
1.Reports directly to Front Office Manager/Room Division Manager.
2.Assistant Managers, Bell Captain. Guest Relations. Telephone Operators, Reception.
3.All Department Heads or Executive Management.
DUTIES AND RESPONSIBILITIES :
1.Preparation of work schedules for the Concierge desk taking into consideration projected occupancy and group movements.
2.Implementation of procedures ( and supervision) relating to tasks undertaken by the concierge desk.
3.Responsible for the training of all concierge staff.
4.Developing and maintaining useful contacts with tour companies, restaurants and other facilities, will assist in obtaining reservations on behalf of guest.
5.Having a complete knowledge of the hotel its food and beverage outlets, conference and banquet facilities, general layout and working relationship between departments.
6.Being knowledge about the city - restaurants, theaters, shopping, cinemas, transport systems, sporting facilities, banks, consulate and special events, special venues of importance.
7.Responsible for the arranging of tour bookings.
8.Handling all outgoing guest mail, messages, telexes, facsimiles and special deliveries.
9.Responsible for the handling of all incoming guest mail, messages, telexes, facsimiles and special deliveries.
10.Arranging the" outside" errands required by guests e.g. collection of theater tickets, parcel delivery, luggage /shoes repair etc.
11.Maintaining order and security of guests keys and other selected keys kept in the Front Office. Ensuring keys are issued to the right guest and correctly slotted when returned. Also that the weekly key inventory is done and the necessary keys are ordered from Engineering.
12.To ensure that all concierge staff are aware of hotel policies and procedures and are kept up to date and current memos, hotel activities and special promotions.
13.To be aware of emergency procedures and report anything which may be considered a safety or health hazard immediately.
14.Ensure that logbook is signed daily and that all current notices and briefings are read.
15.Supervise staff and ensure that they adhere to proper roster and standards of grooming and discipline expected of them.
16.To Liaise with Guest Relations Manager on daily basis about VIP guest arriving at the hotel.
17.To be aware of what is going on In and Outside the hotel.
18.To have sufficient knowledge of hotel functions so as to pass on information to inquiring guests.
19.Attend morning briefings, weekly meetings as well as any special meetings.
20.Attend functions inside and outside the hotel in official capacity as the" Chief Concierge" of the hotel.
21.Handling of any problems associated with guests.
22.Inspects the equipment used by uniformed service are in good order and report to Front Office Manager if any irregularities.
23.To arrange the parking space for the Long Staying Guests.
24.To check the cleanliness and the safety of guest's luggage stored at the baggage room.
25.In addition to all duties mentioned above, the concierge shall carry out to the best of his ability the duties entrusted to him by the Front Office Manager or his designate at any given time.
DEPARTMENT : ROOM/FRONT OFFICE
PURPOSE :
Responsible for the entire operation of the Uniform Service and Information Section, supervises the staffs to maintain the high quality of services, activities, policies and procedures.
RELATIONSHIPS :
1.Reports directly to Front Office Manager/Room Division Manager.
2.Assistant Managers, Bell Captain. Guest Relations. Telephone Operators, Reception.
3.All Department Heads or Executive Management.
DUTIES AND RESPONSIBILITIES :
1.Preparation of work schedules for the Concierge desk taking into consideration projected occupancy and group movements.
2.Implementation of procedures ( and supervision) relating to tasks undertaken by the concierge desk.
3.Responsible for the training of all concierge staff.
4.Developing and maintaining useful contacts with tour companies, restaurants and other facilities, will assist in obtaining reservations on behalf of guest.
5.Having a complete knowledge of the hotel its food and beverage outlets, conference and banquet facilities, general layout and working relationship between departments.
6.Being knowledge about the city - restaurants, theaters, shopping, cinemas, transport systems, sporting facilities, banks, consulate and special events, special venues of importance.
7.Responsible for the arranging of tour bookings.
8.Handling all outgoing guest mail, messages, telexes, facsimiles and special deliveries.
9.Responsible for the handling of all incoming guest mail, messages, telexes, facsimiles and special deliveries.
10.Arranging the" outside" errands required by guests e.g. collection of theater tickets, parcel delivery, luggage /shoes repair etc.
11.Maintaining order and security of guests keys and other selected keys kept in the Front Office. Ensuring keys are issued to the right guest and correctly slotted when returned. Also that the weekly key inventory is done and the necessary keys are ordered from Engineering.
12.To ensure that all concierge staff are aware of hotel policies and procedures and are kept up to date and current memos, hotel activities and special promotions.
13.To be aware of emergency procedures and report anything which may be considered a safety or health hazard immediately.
14.Ensure that logbook is signed daily and that all current notices and briefings are read.
15.Supervise staff and ensure that they adhere to proper roster and standards of grooming and discipline expected of them.
16.To Liaise with Guest Relations Manager on daily basis about VIP guest arriving at the hotel.
17.To be aware of what is going on In and Outside the hotel.
18.To have sufficient knowledge of hotel functions so as to pass on information to inquiring guests.
19.Attend morning briefings, weekly meetings as well as any special meetings.
20.Attend functions inside and outside the hotel in official capacity as the" Chief Concierge" of the hotel.
21.Handling of any problems associated with guests.
22.Inspects the equipment used by uniformed service are in good order and report to Front Office Manager if any irregularities.
23.To arrange the parking space for the Long Staying Guests.
24.To check the cleanliness and the safety of guest's luggage stored at the baggage room.
25.In addition to all duties mentioned above, the concierge shall carry out to the best of his ability the duties entrusted to him by the Front Office Manager or his designate at any given time.
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