JOB DESCRIPTION - FRONT OFFICE MANAGER

POSITION TITLE: FRONT OFFICE MANAGER

REPORTS TO: Assistant manager or General Manager

POSITION SUMMARY:

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department.

FRONT OFFICE MANAGER DUTIES AND RESPONSIBILITIES:

• Trains, cross –trains, and retrains all front office personnel.
• Participates in the selection of front office personnel.
• Schedules the front office staff.
• Supervises workload during shifts.
• Evaluates the job performance if each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains master key control.
• Verifies that accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Reviews and completes credit limit report.
• Works within the allocated budget for the front office.
• Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.
• Enforces all cash-handling, check-cashing, and credit policies.
• Conducts regularly scheduled meetings of front office personnel.
• Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
• Upholds the hotel's commitment to hospitality.
• Prepare performance reports related to front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. I.e. flash report, allowance etc.
• Monitor high balance guest and take appropriate action.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepare revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
• Monitor all V.I.P’s special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by Night Audit.
• Review Front office log book and Guest feedback forms on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Perform other duties as requested by management.

 PREREQUISITES:

EDUCATION: Minimum two-year college degree. Must be able to read, speak, write, and understand the primary language used in the workplace.

EXPERIENCE:

Minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.

 

Uniformed Service Departments in Hotel

Employees who work in the uniformed service department of the hotel generally provide the most personalized guest service. Taken into consideration the degree of attention given to the guests by this department, Some Properties refer these as Uniformed services others simply as Guest service.

While personal in reservations, front desk, and communications areas effect guest perceptions, it is often personal in uniformed service that make a lasting impression. Also uniformed service staff is usually classified as "tipped employees", since a portion of their income is derived from guest’s gratuities!

The Primary Positions Within The Uniformed Service Department Are:

1. Bell attendants - Persons who provides baggage services between service between the lobby area and the guest room.
2. Door attendants - Persons who provide curb-side baggage service and traffic control at the hotel entrance.
3. Valet Parking attendants - Persons who provide parking service for guests automobiles
4. Transportation personnel -person who provides transportation services for guests.
5. Concierges - Person who assist guests by making restaurant reservations, arranging for transportation, getting tickets for theater, sporting etc.

Bell Attendants

Many Guests arrive at the hotel with heavy baggage or several pieces of luggage. Guest receives help handling this luggage from probably the best known employee among the uniformed service staff: the Bell Attendant.

The selection of the bell attendant has to be done carefully, because most hotels have carts or baggage trolley for transporting baggage, the physical ability to actually carry the baggage is not a critical job qualification. More importantly the bell desk personals should have strong communication skills and should be able to give personalized service to each guest.

Below are some tasks performed by the bell desk attendants, Even though the mentioned tasks appear simple they all require a degree of professionalism.

• Transport Guest Luggage to and from guest rooms.
• Familiarize guests with the hotels’ facilities and services, safety features, as well as the guest room and in room amenities.
• Provide a secure area for guests requiring temporary luggage storage.
• Provide information on hotel services and facilities.
• Escort guest to guest rooms.
• Deliver mail, packages, messages, and special amenities to guest rooms.
• Pick up and deliver guest laundry and dry cleaning.
• Perform light housekeeping services in lobby and entry areas.
• Help guests load and unload their luggage in the absence of a door attendant.
• Help guest with special challenges or disabilities.

Door Attendants

Door attendants play a role similar to bell attendants, they are dedicated to welcoming the guest to the hotel, they are generally found in the hotels offering world class service / Luxury hotels / with 5 Star classification.

A Skilled and experienced door attendant learns the names of frequent guests. When these guests return to the hotel, the door attendant is able to greet them by name and can introduce them to other front office staff. Such personal service enhances the reputation of the hotel and provides the guest with a unique experience.

Some of the duties on the door attendants are:-

• Opening hotel doors and assisting guests upon arrival.
• Helping guests and unload luggage from vehicles.
• Escorting guests to the hotel registration area.
• Controlling vehicle traffic flow and safety at the hotel entrance.
• Hailing taxis, upon request.
• Assisting with valet parking services.
• Performing light housekeeping services in the lobby and entry area.

Valet Parking attendants

Valet Parking is generally available at hotels offering world-class, Luxury or 5 Star services. Specially trained employees should park guest and visitors cars. The personal attention and security of valet parking service is considered both a luxury and a convenience.

Guest do not have to worry about finding a parking space, walking to the hotel in inclement weather, or finding their vehicles in the parking lot. Some hotels charge for this service. Hotels generally charge a higher fee for valet parking than for self-parking.  In addition to paying the higher fee for valet parking, guests are also likely to tip the Valet parking attendant for his service.

Valet parking attendants are also responsible for the security of vehicles being moved to and from the hotel entrance. Attendants should not take a car into their care without issuing a receipt to the guest. Usually in the form of a ticket.

Vehicles keys must be kept in a secure area, and only issued by qualified personal. Cars should be only returned to the guests when they return the receipt or ticket issued by the attendant before they can receive their keys. If a   

Key is lost or given to the wrong person, the vehicle can be rendered inoperable or considered stolen and the hotel may be held financially responsible for the same.

Transportation personal

Transportation personal or Divers must be well trained and properly licensed to operate the vehicle. Since these drivers are sometimes the first contact the guest will have with the hotel, it is important for them to be polite, efficient, and knowledgeable about the property. Drivers should also offer according to the weather hot /cold towels and packaged drinking water to the guest. It is generally customary for drivers to provide some information about the hotel while in transit, either through a live spoken presentation or a pre-recorded audio tape.

Drivers should also help guests entering and exiting the vehicle. An experienced driver efficiently and carefully loads guest luggage into the van. Drivers should also inform the hotel before the guests reaches the hotel. This allows the hotels to prepare and keep ready the check in procedures before the guest arrival at the hotel.

Concierges

In the distant past the concierge was the castle doorkeeper. A concierge's job was to ensure that all castle occupants were secure in their rooms at night. Travelling royalty often were accompanied by a concierge who provides security, finalize food and lodging arrangements etc. As hotels became more common in Europe, the concierge eventually became part of the staff that provides personalized guest services. It is not uncommon to find concierge at world class or luxury hotel.

Concierge may be easily identified by the prominent gold crossed keys displayed on their jacket lapel. To earn these keys, a concierge must be certified by the international association of concierges, known as Les Clefs d'Or (Golden Keys).

Concierge may provide custom services to hotel guests. Duties include making reservations for dining; securing tickets for theater and sporting events; arranging for transportation; and providing information on cultural events and local attractions. Concierges are known for their resourcefulness. Getting tickets to sold-out concerts or making last minute dinner reservations at a crowded restaurant are part of a concierge's responsibility and reputation. Finally a Highly reputed concierge should speak several Languages.

In some hotels the head concierge is the manager for the uniformed services department. He is responsible for supervising all uniformed service personal.

Sections of Front Office Department

1.     Reservation:

This Section is the nerve center of the department. All request of room reservation are received and processed. Request for reservation may come from the MODES OF LETTER, TELEX, TELEGRAM, FAX, TELEPHONES, PERSONALLY, E-MAIL, And CENTRAL RESERVATION OFFICE.

2.     Reception:

Reception deals with daily arrival and departure of the guest. Blocking rooms of expected arrivals in advance. To fill up all the necessary details in guest registration card for confirmed reservations. Receiving and welcoming guests. To check all the reservation correspondence. To co-ordinate with housekeeping department for cleaning of rooms. To keep a track on room status. To help the guest in filling up G.R.C.

3.     Registration:

Registration of guest is one of the important processes of check-in activity. It is mandatory requirement that all guest above the age of 16 years weather ordinary, or V.I.P, INDIAN OR FOREIGNER all must fill up G.R.C.

4.     Bell Desk:

To handle guest arrival and departure. Take the guest baggage from the car in the porch. To escort the guest to their rooms along with the luggage. Place the luggage in luggage rack in the guest room. Explain the operation of light control air condition, T.V., safety locker in room etc. To handle guest room keys during departure. To shift guest luggage from one room to another. To help in packing of guest luggage. To distribute newspaper. To keep lobby area clean. To deliver guest message to their room. To report scanty baggage guest. To vend postal stamps and other stationery. To page the guest in public area. To do small work outside the hotel to book movie tickets, to get medicines for guest etc.

5.     Concierge (Information Desk):

It is a French word it means door keeper/porter. It also refers to hospitality. The desk is located in the lobby. It is an extended arm of INFORMATION COUNTER. Longer duration of guest is possible because of planning itineraries, planning and organizing tours giving more of information. Provide personal service to guest service. Booking of movie tickets. Concierge can also call as MAN-ABOUT-TOWN or MISTER-KNOW-IT-ALL. Coordination with airlines for booking tickets and other queries. To arrange Hotel Doctor as when required. To arrange welcome drink for group arrivals. To have a complete understanding of hotel policies and procedure.

6.     Lobby Area:

Hotel lobby represents the atmosphere, decors, staff and image of the hotel when a guest visits. Lobby should be spacious but not wasteful. The natural flow of the guest should be towards reception, cashier, and information counter during guest arrival and departure. Sufficient space required to place the guest the guest luggage. Lobby is the waiting area of the hotel. Lobby areas include bell desk, travel counter, cashier, and elevators etc. Well furnished seating arrangements. Lobby should be facing the clear view of guest entering. Front office staff takes care of the lobby area in terms hygiene standards. Lobby manager and Guest Relation Executive will be available 24 hours in the large hotels.

7.     Front Office Cashier:

He is responsible to post all guest charges and credit into their respective folios. Settle all guest bills during guest departure. En-cash Foreign exchange as per regulations. Disburse petty cash to hotel staff and authorized paid outs. To have control on safety lockers. Receive and hold in safe custody all cash payments made by guest till the account is rendered. To maintain records and to prepare cashier report.

       

8.      Night Auditor:

To reconcile all revenue statement. To verify and validate front office cashier voucher/forms. To check guest folios. Verify front office cashier report. Prepare high balance report of guest who exceeds their credit limit fixed by hotels. To prepare daily transcript. To verify room status report. To check the cancellation of reservations. Account for city ledger credit amounts.

9.     Telephone Operator:

To attend all incoming and outgoing calls. To monitor guest calls and to prepare guest bills accordingly. To give wake up calls to guest. To transfer calls regarding room reservation. To speak politely and softly. To take guest message and to inform to reception. To handle any kind of emergency situation.

10.    Business Center:

This is the guest area where secretarial assistant to guest for conducting conference, seminars, interviews are being offered. All necessary equipments Fax, Telex, Internet Facility, photocopying, spiral binding, and plastic folders are available in business center. 

Sections of Front Office Department

Reservation

Reception

Registration

Bell Desk

Concierge (Information Desk)

Lobby

Front Office Cashier

Night Auditor

Telephone Operator

Business Center

Door Man

Valet

Chauffeur and Car Valet

Lift Attendant

Parking Area

Left Luggage Room

Guest Safety Locker

Travel Desk

Introduction to various Departments in Hotel

There are various departments in hotel which helps in smooth and efficient operation. First four department are the core of or important department in hotel, which are directly responsible for day to day operation, front of the house and back of the house plays significant role to insure general administration of Human Resources Department, financial, engineering, sales and marketing, planning etc. Each department in a hotel has its specific function to perform. The functions of various departments within the room are given below:

1.     Front Office Department

Front Office Department includes all the office which is situated in near of the front hall and lobby of the hotel. It is considered as the "Nerve Center" of the hotel. It is also said that hotel is wheel of Front Office.

2.      House Keeping Department

House keeping department is regarded as back bone of the hotel. This is another important department under the room division. It is responsible for the cleanliness of occupied guest room and prepares the room for another guest in case or vacant room.

3.     Food and Beverage Department

Food and beverage generally range second to the room division in term of its revenue turnover. There are many types of food and beverage department and outlets in large hotel. Food and beverage manager is the head of this department. In large hotel he is responsible for the controlling all food and beverage outlets. There are outlets such as production, dinning service, bath ODC, banquet restaurant, bar, discotheque, and clubs.

4.     Production Department- Kitchen

Kitchen is the place where food is prepared. The term kitchen is derived from the French word “Cuisine” which literally means Art of cooking or food preparation in the kitchen.

5.     Supporting Department

a.)  Purchase and store: the main function of this department is to purchase required materials example good stationary etc. under the condition of annual rate, contract or periodic rate.

b.) Engineering Department: This department better known as maintenance departs in all most hotel.It is responsible for any maintenance and repairs of equipment and furniture and fixtures in the hotel. In it plumbing, refrigerator electrical work, air conditioning and heating, carpeting are lies. The chief engineer is head of this department.

6.     Account Department

Accounting department is the internal part in the business and it holds prime importance in hotel well. This depart maintains in trial financial activities of the activities of the property. The head of this depart is chief accountant officer or financial officer.

7.     Sales and maintenance

This departs market the hotel production to the perceptive client and identifies new market segment having further details. It does the advertising and promotional cam pin in large hotel.

8.     Personal and Human Resource Department (H.R.D)     

Personal and Human Resource Department is responsible for human resources planning, requirement and selection of staff. Motivation performance, rewarded manages system. Training and developments plays a vital role in many hotels. The personal manager most is familiar with the international local lever market and labor law. The hotel manager also looks upon the personal department for advice and suggestion and the latest development in the areas of wages, salary, job, employee-welfare medical, health and security.

9.     Security Department

The primary of the security department may includes the proper monitoring surveillance equipment and insuring that the guest, employee and the properties are safe and secure all the time.

Hotel Organization Chart

Hotel Mission and Goals

Organizational Missions: Every organization has a reason or purpose to exist. This forms the basis for the organization’s Mission statement. An organization’s mission can be expressed in a mission statement, which defines the unique purpose that sets one hotel from another.

From the mission statement hotel employees should be able to derive a sense of purpose and direction to hotel policies.

For Example, a hotel’s mission may be to provide the finest facilities and services in the market while providing a good place to work for its employees and a reasonable return for the investments by its owners.

Mission statement should address the following three main constitutes:

1. Guests
2. Hotel Management
3. Employees

1. Guests: Mission statement should address the basic needs and expectations of their guests. We can assume that all guests will have the basic expectations:

• Safety and security of the hotel.
• Clean, comfortable rooms and public areas.
• Professional and friendly staff.
• Well maintained facilities and equipment’s.

2. Hotel Management : Hotels mission statement should reflect its management philosophy. Since styles of operation differ, mission statements will very from property to property. A mission statement guides managers in their jobs by identifying the hotels basic values. Above all the hotel’s mission is one of the principle means; it uses to distinguish itself from other hotels.

3. Employees : Mission statement should help the hotel employees meet or exceed the expectations of both guests and management. A mission statement can also serve as a basis for job description and performance standards and as an introduction to the property for new employees. This should also appear in the employee’s handbooks and training manuals along with the job description.

Example of a mission statement:

“The mission of our hotel is to provide outstanding lodging facilities and services to our guests. Our hotel focuses on individual business and leisure travel, as well as travel associated with group’s meetings .we emphasize high quality standards in our rooms and food and beverage divisions. We provide a fair return on investment for our owners and recognize that this cannot be done without well-trained, motivated and enthusiastic employees.”

Goals: Goals are those activities and standards and organization must successfully perform or achieve to effectively carry out its missions. A Goal is more specific than a mission; it requires a certain level of achievement that can be observed and measured.

Measurable goals encourage hotel employees to perform effectively while enabling management to monitor employee progress. Management can determine whether goals are being achieved or whether corrective action is necessary.

Classification of Hotel

Hotels are classified according to the hotel size, location, target markets, levels of service, facilities provided, number of rooms , ownership and affiliation etc.

• Size – Or number of rooms

According to Tarmoezi (Tarmoezi, 2000:3), from the number of rooms available, the hotel can be divided into:

1. Small – Number of rooms available a maximum of 28 rooms.
2. Medium Hotel – Number of rooms provided between 28-299 rooms.
3. Large Hotel – Number of rooms provided by more than 300 rooms.

• Target Markets

Hotel targets many markets and can be classified according to the markets they attempt to attract their guests. Common type of markets include business, airport, suites, residential, resort, timeshare, casino, convention and conference hotels.

1. Business Hotels: – These hotels are the largest group of hotel types and they primarily cater to business travellers and usually located in downtown or business districts . Although Business hotels primarily serves business travellers , many tour groups, individual tourists and small conference groups find these hotels attractive. Guest amenities at business hotels may include complimentary newspapers, morning coffee, free local telephone calls , Break fast etc.
2. Airport Hotels: – These type of hotels typically target business clientele, airline passengers with overnight travel layovers or cancelled flights and airline crews or staff. Some hotels might give free transport between hotel and airport . Some airport hotels also charges the guest by hour instead of normal daily night charges.
3. Suite Hotels: – These kind of hotels are the latest trend and the fastest growing segments in the hotel industry . Such hotels have a living room and a separate bedroom. Professionals such as accountants, lawyers, business men and executives find suite hotels particularly attractive as they can work and also entertain in an area besides the bedroom.
4. Extended Stay Hotels: – Extended stay hotels is somewhat similar to the suite hotels , but usually offers kitchen amenities in the room . These kind of hotels are for longstayers who wants to stay more than a week and does not want to spend on hotel facilities.
5. Serviced Apartments: – Serviced Apartment / Residential hotels provide long-term or permanent accommodation for Guest. Usually guest makes a lease agreement with the hotel for minimum of one month up to a year. Rooms generally include living room , bedroom, kitchen , private balcony , washing machines , kitchen utensils etc. Unlike normal hotels Serviced apartment only provide weekly one housekeeping service.
6. Resort Hotels: – Resort hotels are usually located in the mountains, on an island , or in some other exotic locations away from city’s . These hotels have recreational facilities , scenery , golf , tennis , sailing , skiing and swimming . Resort hotels provide enjoyable and memorable guest experiences that encourage guest to repeat to the resort.
7. Bed and Breakfast / Homestays :- These are houses with rooms converted into overnight facilities , this can size up to 1 to 10 guest rooms . They are also known as ‘Home Stay’s’. The owner of the B&B usually stay on the premises and is responsible for serving breakfast to guest .
8. Timeshare / Vacation Rentals: – Another new type or segment of the hospitality industry is the timeshare hotels. These are sometimes referred to as “Vacation-interval” hotels. Timeshare hotels are where the guests who purchase the ownership of accommodations for specific period.These owners may also have the unit rented out by the management company that operates the hotel.
9. Casino Hotels: – Hotels with gambling facilities are called Casino Hotels .Although the food and beverage operations in casino is luxurious their functions is secondary to and supportive of casino operations.
10. Conference and Convention Centers: – These type of hotels focus on meeting and conferences and overnight accommodation for meeting attendees. They also provide video conferencing facility, audiovisual equipment, business services, flexible seating arrangements, flip chart etc. These hotels mostly located outside the metropolitan areas and have facilities like golf, swimming pools, tennis courts, fitness centers, spas etc.

• Levels of service

1. World class service: – These are also called luxury / Five Start hotels , they target top business executives, entertainment celebrities , high ranking political figures, and wealthy clientele as their primary markets . They provide upscale restaurants and lounges, Valet, concierge services and also private dining facilities .
2. Mid-Range Service: – Hotels offering mid-range or otherwise 3 to 4 star hotels service appeal the largest segment of the travelling public . This kind of hotels does not provide elaborate service and have an adequate staffing . They also provide uniformed service , food and beverage room service, in room entertainment’s and also WI-FI etc.
3. Budget / Limited Service: These hotels provide clean , comfortable , safe , inexpensive rooms and meet the basic need of guests . Budget hotels appeal primarily to budget minded travelers who wants a room with minimum services and amenities required for comfortable stay, without unnecessary paying additional cost for costly services.

• Ownership and Affiliations

1. Independent / Single Owner Hotels :- They do not have identifiable ownership or management affiliation with other properties. Example for the same would be family owned and operated hotel that is not following any corporate policies or procedures.
2. Chain hotels :- Hotels which are part of a hotel chain and these kind of ownership usually imposes certain minimum standards, rules , policies and procedures to restrict affiliate activities . In general the more centralized the organisation the stronger the control over the individual property .