JOB DESCRIPTION - HOTEL POOL DECK ATTENDANT

POSITION TITLE: Swimming Pool Attendant

REPORTS TO: Spa Manager / Front Office Manager / Manager on Duty

POSITION SUMMARY:

Performs guest safety and recreational work supervising, swimming and enforcing regulations at a hotel pool as well as providing for the guest-s comfort. An essential responsibility of this role includes ensuring cleanliness, setting -up and safety of all areas and facilities and attend to all guests needs within the hotel pool area as per the safety guidelines of the hotels management.

Swimming Pool Attendant Duties and Responsibilities:

• Observes and patrols pool and enforces safety regulations.
• Assists swimmers from water when in danger.
• Provide excellent service consistent with the hotels standards operating procedures and brand attributes.
• Greet all guests upon arrival, distribute towels, offer assistance with seating, and delivering consistent guest service, exceeding guest expectations, and providing all other supporting services..
• Knowledgeable of pool facility such as length and depth of all pools, how many laps it takes to make complete a mile in meters and feet etc.
• Pool side bar hours of operation, location of facilities, and emergency procedure for rescue.
• Knowledgeable of hotel facilities and services to answer guest inquiries.
• Willing to take ownership of all guest requests and complaints, try to resolve issues immediately and follow up to ensure the guests satisfaction.
• Identify and report defects throughout the pool and spa area, notify supervisors and concerned departments immediately of hazards, injuries, equipment or processes that negatively affect the operations.
• Ensure swimming pools and the complete health club area is clean at any times and reports any maintenance issues to engineering department.
• Ensure the pool deck is swept and watered down and that all furniture is in the correct place, when setting up in the morning.
• Knowledge of the principles and practices of resuscitation, first aide, and CPR/PR techniques.
• Knowledge of safety hazards and necessary safety precautions sufficient to be able to establish a safe work environment for self and others.
• Knowledge of swimming pool equipment sufficient to be able to perform minor maintenance work on the equipment.
• Responsible for maintaining cleanliness of pool deck and facilities including straightening and stacking chairs, collecting soiled towels and trash, moving chairs, towels, replacing flags, and cleaning signs.
• Facilitate and maintain consistent pool safety programs, training, and documentation to ensure the overall safety of guests in the pool area.
• Work closely with other departments that are essential to ensuring a positive guest experience.
• Properly utilize performance feedback, recognition, training, and adherence to company policies, legal requirements.

PREREQUISITES:

Must have good understanding of the English language. CPR and First Aide Certified is an added advantage. Excellent customer service skills. Ready to work varied shifts during Weekdays, weekends and holidays.

EDUCATION:

High School diploma or equivalent. Basic Computer knowledge

EXPERIENCE:

Previous experience working as a Pool Guest Attendant or Lifeguard in star hotels.

JOB DESCRIPTION - HOTEL AIRPORT REPRESENTATIVE

JOB TITLE:  AIRPORT REPRESENTATIVE

REPORTS TO: Front Office Manager / Travel Desk Manager

POSITION SUMMARY:

Primarily responsible to ensure that all arrival guests with flight details are paged and assisted with luggage and transportation. Assists hotel guests during pick and transfer. Receive VIP guests at the airport on behalf of the hotel and provide required assistance.

Additionally act as the hotels ambassador at the airport and promote the hotel rooms, facilities and services according to the hotels operational standards.

Airport Representative Duties and Responsibilities:

• Handling guest arrival with pick up request, and arrange the transportation.
• Assist with guest luggage as and when required.
• Give all hotel facilities information to the guest and assists them in to the car.
• Inform reception manager, concierge or guest relation officers when VIP on their way to the hotel.
• Be present at all scheduled flight landings and assist incoming guests with baggage clearance and directing them to transport facilities.
• Stand by at the arrival terminal for every flight arrival.
• Write all the additional instruction for guests or information about guest arrival or departure in the logbook and should be transferred to the expected arrival list of each airport rep.
• If the pickup is not arranged by the hotel then, Guest should be shown only to the recommended taxi or limousine.
• Escort the guest to the official car rental and deals with authorized car rental staff.
• Any changes on arrival and departure flight must be reported to Front Office manager and chief concierge.
• If there is a problem while on duty without the supervisor, must be discussed and report to front office manager.
• Responsible for good service and maintain close relationship with all official sectors at the airport and most of all, maintain a spirit of team work among the hotel’s personnel. Submit names and arrival flight numbers to meeting service staff.
• Ensures the neat of appearance and grooming of airport representative officers.
• Anything that is related to operation as well as special cases of leaving must be noted down in the logbook, and also have to have the written approval of Hospitality Manager or Chief Concierge.
• Must follow the working schedule properly. Any changes to be reported and approved by front office manager, assistant front office manager and assistant managers.
• Maintain detailed knowledge of all facilities and services offered by the hotel.
• VIP and VVIP guests to be welcomed at the airport and ensure transportation are arranged.
• Maintain a good relationship with airline personnel, immigration and custom officers under the guidance of the Manager.

PREREQUISITES:

Education:

Ability to read and write in English language, other languages are an advantage in this position. A graduate in related fields with vocational certificate, diploma and bachelor degrees. One or two years

Experience:

Previous hotel-related experience desired, Experience in operating Computers.

JOB DESCRIPTION - HOTEL TELEPHONE OPERATOR

JOB TITLE: HOTEL TELEPHONE OPERATOR

REPORTS TO: Front Office Manager

POSITION SUMMARY:

Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments.

Takes and distributes messages for guests, provides information on guest services, and answers inquires about public hotel events.

Telephone Operator Duties and Responsibilities:

• Answers incoming calls.
• Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
• Places outgoing calls.
• Receives guest messages and deliver the same to the guest.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Provides paging services for hotel guests and employees.
• Knows what action to take when an emergency call is required.
• Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
• Assists in reporting telephone equipment or service complaints and problems.
• Following telephone etiquette (! Must read).
• Trains or assists wit training new telephone operators in performance of job duties.
• To be fully aware of and adhere of health and safety, fire and bomb threat procedures.
• Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
• Must be polite and courteous while answering the phone.
• Open and close telephone functionality on the hotel front office software.
• Keep records of calls placed and received by all departments and recording the call charges.
• Setup conference calls in different locations and time zones.
• Update directory information on the front office software.
• Provide relay service for hearing-impaired guests.
• Provides a paging service for hotel guests and employees. Process guest wake-up calls.

PREREQUISITES:

Education: High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience: Previous hotel-related experience desired. Knowledge of centralized telephone systems. Skills in the operation of telephone equipment. Skills in dealing diplomatically with the public under stressful conditions. Knowledge of personal computers and methods of updating databases.

JOB DESCRIPTION - BELL BOY / LUGGAGE PORTER

POSITION TITLE: Luggage Porter / Bell Boy

REPORTS TO: Bell Captain / Duty Manger

POSITION SUMMARY:

Primarily responsible to Greet and welcome all guest to the hotel and relieve guests of their luggage on arrival. You will ensure that the highest standards of hospitality and welcome are demonstrated at all times, and that all guest requests are dealt with in a prompt and courteous manner.

In Addition to assist guests with luggage, Porters are also responsible to collect and distribute post, parcels. And also deal with general enquiries and ensuring the lobby and forecourt areas are always clean and tidy.

Bell Boy Duties and Responsibilities:

• Checks the daily arrival list for VVIP's or guests with special need.
• To be present at the Concierge/Reception desk or in the lobby to be ready to assist guests, colleagues and visitors when requested.
• Ensure collection and delivery of guest luggage and equipment in an efficient and timely manner.
• Tag baggages it and return the identification slips to guests.
• Assists guests with luggage to the front desk.
• Escorts guests to room, placing luggage in room assigned by front desk.
• Inspects guest room for order and adequate supplies and informs guests of room amenities
• Delivers faxes, messages, packages and flowers to guests rooms and other offices.
• Provide items on loan to guest and collect the items back from guest before departure.
• Inform Front Desk Cashier to charge items given on loan, in case there are any charges applicable.
• Ensure the efficient delivery and collection of group luggage.
• Ensure that the guest has verified that all luggages have been accounted for.
• Ensure safe storage and collect ticketing of guest coats and personal items.
• Assist guest with Long term luggage storage requests / Left luggage requests.
• Update and file the left luggage request form / Long Term luggage request form.
• Update and file errand cards.
• Update the Luggage movement register.
• Transport departing guest’s luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.
• Respond to guest requests and queries providing a knowledgeable, efficient and helpful information service.
• Assist the senior Concierge on duty with his/her duties during busy periods and breaks.

• Assist with answering the telephone and taking messages, transferring calls or dealing with enquiries.
• To provide an efficient luggage storage, delivery and collection service.
• Perform any other works as and when assigned by the management.

PREREQUISITES:

Previous experience in hospitality would be preferred and Commitment to delivering a high level of customer service. Be a good team player and Flexibility to work a variety of early and late shifts. Able to stand for long hours.

EDUCATION:

High school or equivalent education. Computer Basics and knowledge of Property Management software.

EXPERIENCE:

Previous experience working in a luxury 4 or 5 star hotel or serviced apartments environment. The successful candidate is likely to have a passion for customer service, excellent communication skills and good levels of written and spoken English.

JOB DESCRIPTION - BELL CAPTAIN

POSITION TITLE: Bell Desk Captain

REPORTS TO: Duty Manger / Guest Service Manager

POSITION SUMMARY:

Primarily responsible for the supervision of all bell desk staffs, activities and also up keeping of desk area. The bell captain is also responsible for welcoming all guests to the hotel as well as bidding them with a found farewell. He should make sure all luggage, letter, courier and message movements are tracked and accounted. Adhere to hotels standard operating standards at all times and also Communicate with Front desk manager to increase the efficiency of Bell stand / Bell Desk by preparing timely reports.

Bell Captain Duties and Responsibilities:

• Ensure that bell desk is manned at all times.
• Keep working area, clean and tidy always.
• Ensure that smooth and fast baggage handling for all arrival / departure guests.
• Maintain close relationship with reception / information / cashier as well as other departments.
• Attend all guest calls for Bell stand / Door Services related services.
• Delegate bell boys to pick up the baggages from guest rooms.
• Errand cards  are filled in for all baggage movements (Check-in, Check-out, Left luggage etc.)
• For any guest requests follow up call to be made back to the guest to verify complete satisfaction.
• All guest request are logged on to guest request tracker.
• Check the inventory of items on loan, and all items are collected at the time of on or before check-out.
• All baggage movements are tagged and recorded.
• Update luggage movement register and sign off daily.
• Ensure left luggage forms  are filled and duly signed by guest and also all applicable policies are explained to the guest.
• Guest Messages are distributed properly and accurately.
• Guest and other departments letters, couriers  are distributed properly and accurately.
• Ensure that all bills are paid and room keys returned before guest depart from the hotel premises.
• Ensure that hotel shuttle bus service and airport transfer are carried out smoothly and properly.
• Order required newspaper for next day and monitor delivery of newspapers to each occupied guest room.
• Help observe safety and security rules at all times.
• Alert the management of any unattended packages and stranger found in the premises .
• Checks the daily arrival list for VVIP's or guests with special need.
• Prepare for group movements and ensure enough staffing is in place to handle groups.
• Greet all guests in the lobby in a warm and professional manner, make them feel welcome and anticipate their needs before they arise.
• Recognize all returning and VIP guests, and welcome them back.
• Helping guest service team in escorting guests to and from their accommodations and also orienting them with the property features, facilities and in room equipments.
• Inform guest about all hotel and guest room features, hotel facilities and emergency procedures.
• Assist guests with their luggage and try to acknowledge them by name.
• Make deliveries to guest rooms as instructed.
• Store and retrieve luggage and other objects for guests.
• Be aware of daily hotel activities, group and VIP arrivals.
• Communicate special guest requests to the Asst. Front Office Manager / Manager on Duty.
• Ensure the lobby, bell closet and work areas as well as departmental equipment are clean and presentable at all times.
• Assist the security team in scanning all guest luggage's.
• Offer assistance to all guests at times.
• Provide efficient luggage storage, delivery and collection service.
• Perform any other works as and when assigned by the management.

PREREQUISITES: Previous experience in hospitality would be preferred and Commitment to delivering a high level of customer service. Be a good team player and Flexibility to work a variety of early and late shifts. Able to stand for long hours and Transport guest luggage to and from guest rooms and/or designated bell area.

EDUCATION:

High school or equivalent education. Computer Basics and knowledge of Property Management software.

EXPERIENCE:

Previous experience working within a hotel environment in the star / luxury market is essential Skills and Knowledge. Strong Communication skills (verbal, listening, writing), Innovative ,  Pro-active and reliable. The successful candidate is likely to have a passion for customer service.

JOB DESCRIPTION - CONCIERGE

JOB TITLE: CONCIERGE

REPORTS TO: Front Office Manager

POSITION SUMMARY: Serves as the guest's liaison for both hotel and non-hotel services. Functions are an extension of front desk agent duties. Assists the                    

guest- regardless of whether inquiries concern in-hotel or off-premises attractions, facilities, services, or activities. Knows how to provide concise and accurate directions. Makes reservations and obtains tickets for flights, the theater, or special events.

Organizes special functions such as VIP cocktail receptions. Arranges for secretarial services. Good through knowledge of property management software (PMS) or hotel reservation software.

Concierge Duties and Responsibilities:

• Develops a strong knowledge of the hotel's facilities and services and of the surrounding community.
• Provides guests with information about attractions, facilities, services, and activities in or outside the property.
• Makes guest reservations for air or other forms of transportation when requested.
• Obtains necessary itinerary tickets.
• Makes guest reservations for the theater and other forms of entertainment when requested. Obtains necessary tickets and provides directions to facilities.
• Organizes special functions as directed by management.
• Arranges secretarial and other office services.
• To ensure a proper use of the telephone etiquette standards.
• To oversee the concierge operations, doormen, bellmen, valet parking and to supervise the area ensuring that all standards and procedures are fully known and followed.
• To ensure that all necessary equipment are maintained properly with sufficient stock for day to day operations.
• To ensure that all sections have proper coverage of staff at all times.
• To ensure that guest luggage records are accurately maintained and all special requests are met.
• Process and deliver messages for Guests.
• Deliver and safely storage Guest luggage.
• Stay current and up to date with all hotel services as well as daily VIP requests and special events.
• Ensure orderliness and safety guidelines around the lobby and front door areas.
• Provide support to Management as required, in cases of emergency.
• Project a professional manner with an emphasis on hospitality and Guest service.
• Maintain a clean, healthy, and safety working area.
• Coordinates guest requests for special services or equipment with the appropriate department.
• Contacts roomed guests periodically to ascertain any special needs.
• Handles guest complaints and solve problem to the degree possible.

PREREQUISITES:

Education: Minimum two year of college degree. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience: Minimum two years sales experience, experience with a minimum of one year supervisory experience.

JOB DESCRIPTION - FRONT OFFICE CASHIER

JOB DESCRIPTION: FRONT OFFICE CASHIER

REPORTS TO: Front Office Manager / Chief Accountant

POSITION SUMMARY:

Posts revenue center charges to guest accounts, Receives Payments from guest accounts at check-out. Coordinates the billing of credit card and direct-billed guest accounts with the accounting division.

All guest accounts are balanced by the cashier at the close of each shift. He / She normally entail answering guest inquiries regarding fees and services.

Front Office Cashier Duties and Responsibilities:

• Operates front office posting software.
• Obtains the house bank and keeps it balanced.
• Completes cashier pre-shift supply checklist.
• Completes guest check-in procedures.
• Clarifies customers question or concerns about the charges on their bills.
• Maintains adequate supplies of outlet stationery for cashiers.
• Assists with distribution of month end reports as directed by accounts or front office manager.
• Attends meetings as required.
• Maintains a track of all high balance guests.
• Check and follow up on all bills on hold.
• Check the billing instructions are correct for all expected departure guesta sns setup required auto routing or auto transfer on the PMS / Guest folio.
• Give on the Job training for new staffs.
• May also perform a variety of banking services for guests, Such as check cashing and foreign currency exchange.
• Follow up on all deposit dues / deposit to be paid.
• Post charges to guest accounts.
• Handles paid-outs.
• Transfer guest balances to other accounts as required.
• Cashes checks for guests following the approval policy.
• Completes guest check-out procedures.
• Settles guest accounts.
• Dispenses guest records after the guest checkout
• Handles cash, traveler’s cheque, credit cards and direct billing requests properly.
• Front office cashiers assume responsibility for any cash used in processing front desk transactions.
• Posts non-guest ledger payments.
• Makes discount adjustments.
• Disperses guest record upon check-out.
• Balances department totals at the close of the shift.
• Balances cash at the close of the shift.
• Manages safe deposit boxes.
• Assists Front desk staff on check in as a when required.

PREREQUISITES:

Education: High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Good presentation and team worker.

Experience: Previous hotel-related experience desired, Experience in operating hotel front office software.

JOB DESCRIPTION - NIGHT AUDITOR

JOB DESCRIPTION: NIGHT AUDITOR

REPORTS TO: Front Office Manager or Accounting department

POSITION SUMMARY:

Checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial records. Tracks room revenue, occupancy percentages, and other front office operating statistics.

Prepares a summary of cash, check, and credit card activities, reflecting the hotel's financial performance for the day. Posts room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier.

Night Auditor Duties and Responsibilities:

• Posts room charges and taxes to guest accounts.
• Processes guest charges voucher and credit card vouchers.
• Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.
• Transfer charges and deposits to master accounts.
• Checks to see that all charges are assigned to the appropriate departments.
• To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system.
• To verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and also not missing.
• Prints up and files reservations for the next business day.
• Verifies all account postings and balances.
• Verifies that room rates are correct and posts those rates to guest accounts.
• Monitors the current status of coupon, discount, and other promotional programs.
• Is able to function as a front desk agent especially in terms of check-in and check-out procedures.
• Tracks room revenues, occupancy percentages, and other front office statistics.
• Prepares a summary of cash, check, and credit card activities.
• Summarizes results of operations for management.
• Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information.
• Prepare of End of day procedure.
• Follow the End of the Day / Night Audit Checklist.
• Must have complete knowledge of emergency procedures.
• Balance the day’s charges, making corrections as necessary.
• Performs wake-up calls.
• Run end of day process in property management software (PMS).
• Understand principles of auditing, balancing, and closing out accounts.
• Knows how to operate PMS, typewriters, and other front office equipment's.
• Respond to guest needs, special requests and complaints and alert the appropriate manager as needed
• Perform nightly balancing of in-room video and long-distance telephone services
• Understand and knows how to perform check-in and check-out procedures.

PREREQUISITES:

Education: High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.

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

JOB DESCRIPTION - HOTEL NIGHT MANAGER

POSITION TITLE: Night Manager / Manager on Duty (MOD)

REPORTS TO: General Manager / Front Office Manager / Resident Manager

POSITION SUMMARY:

Night Manager will represent the Management during the night. The Night Manager also assists the Front Office Manager in all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures.

The Night Manager provides leadership and support to all members of the Front Office and enforces the Hotels Standards of Excellence in all areas supervised.

Night Manager Duties and Responsibilities:

• Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
• Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.
• Conduct Briefing for all staff during Night Shift.
• Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
• Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
• Maintain a professional and high quality service oriented environment at all times.
• Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.
• Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy.
• Occasionally Assist guests with their luggage, be a point of contact for our guests, valet park guests cars and other responsibilities to ensure all requirements are met during our guests stay.
• Must actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.
• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counseling and evaluations and delivering recognition and also reward.
• Ensure the accurate completion of the daily night audit in a timely fashion.
• Must be able to perform the full night audit if needed.
• Oversee preparation of daily summary reports.
• Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.
• Should Show Initiative, Problem Solving, Staff Training, Team Leading.
• Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
• Be aware and able to enforce all fire-life-safety procedures.
• Remain current in all updates with regards to new procedures and training.
• Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.

PREREQUISITES:

Must be able to communicate in English writing and speaking and other languages are advantages. Good personality and charming is important to be the Night Manager in the way to represent him on behalf of hotel management.

EDUCATION:

Graduates bachelor degree and/or diploma in hotel or other related field. Computer Knowledge and experience in MS office programs.

EXPERIENCE:

Previous Front Office experience in supervisory/management capacity in a Mid scale or Luxury property is required.

Previous customer service and general computer experience required. Property Management Software experience required.

JOB DESCRIPTION - RESERVATION AGENT

JOB DESCRIPTION: RESERVATION AGENT

REPORTS TO: Front Office Manager

POSITION SUMMARY:

Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system. Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications.

Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits.

Reservation Agent Duties and Responsibilities:

• Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
• Processes reservations from the sales office, other hotel departments, and travel agents.
• Knows the type of rooms available as well as their location and layout.
• Knows the selling status, rates, and benefits of all packages plans.
• Knows the credit policy of the hotel and how to code each reservation.
• Creates and maintains reservation records by date of arrival and alphabetical listing.
• Determines room rates based on the selling tactics of the hotel.
• Prepares letters of confirmation.
• Communicates reservation information to the front desk.
• Processes cancellations and modifications and promptly relays this information to the front desk.
• Understands the hotel's policy on guaranteed reservations and no-shows.
• Processes advance deposits on reservations.
• Tracks future room availabilities on the basis of reservations.
• Helps develop room revenue and occupancy forecasts.
• Prepares expected arrival list for front office use.
• Assists in preregistration activities when appropriate.
• Monitors advances deposit requirements.
• Handles daily correspondence. Responds to inquires and makes reservations as needed.
• Makes sure that files are kept up to date.
• Maintains a clean and neat appearance and work area at all times.
• Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.
• Walk around with the client and ensuring that they secure whatever services they are in need of.
• Getting information about areas of interest in order to target more clients in particular seasons.
• Making arrangements for clients travel programs.
• Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy.
• To be aware of all front office procedures and assist with reception duties when required.
• To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
• Willing to undertake any reasonable request made by management in any other areas of the house.
• Open and close the availability as and when required of hotel in all the GDS channels, IDS channels and on the hotel website.
• Configuring rates on the hotels property management system.

         

PREREQUISITES:

Education:

High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience:

Previous hotel-related experience desired. Experience in Hotel software and their functionalities.

JOB DESCRIPTION - RESERVATION SUPERVISOR

POSITION TITLE: Reservation Supervisor

REPORTS TO: Front Desk Manager / Reservation Manger

POSITION SUMMARY:

He or She primarily supervises the reservation functions for the hotel ensuring all reservations are processed in a pleasant, professional and efficient manner. Manages and coordinates activities of reservation team members providing reservations and customer services skills. Achieving customer satisfaction and room revenue goals while taking guests through the booking process. Assist the reservation manager or front office manager with budgeting, forecasting, and hiring, retaining and developing reservations and customer service employees.

Duties and Responsibilities:

• Act as a main resource for reservation agents needing assistance technically or with regards to achieving customer satisfaction.
• Ensure reservation department and Front Office staff are constantly aware of availability states open, on request, closed dates, high demand dates etc.
• Responds to all guest reservation requests and executes prompt, courteous and accurate guest service at all times.
• Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities and services.
• Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment and travel directions etc.
• Manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls.
• Assists and prepare in groups pre-arrival process and also preparing group rooming lists.
• Maintains a clean and organized work area.
• Attends all scheduled meetings as required with HOD's or Sales team.
• Create and manage rates and packages configured on the Hotel software.
• Track all reservations picked up from all On-line channels like hotel website, OTA, GDS, other third party etc.
• If there are failed reservations to update the Hotel software then process those reservations manually.
• Co-ordinate with the Channel manager, or software vendors for any availability, rate or booking integration issues.
• Handle external systems like channel Manager, Web booking engines, Rate comparison tools, Online Travel Agents etc.
• Update No-shows and cancellations on all OTA's without fail to avoid and unwanted commissions.
• Responsible for maintaining Rate parity across all booking Channels (Website, OTA, GDS, and Travel Agents Etc.)
• Adjust rates according to suggestions from Yield or Revenue management systems.
• Verify all reservations taken on the reservation forms are updated on the PMS without fail.
• Understand and enforce hotel and company credit policies and Ensure proper billing instructions, routing instructions and payment methods are applied to the reservations.
• Verify if each reservation requests are processed as per the hotel standards and without delay.
• Verify if reservation confirmation letters are send for all processed bookings within the stipulated time.
• Process retention, no-show and cancellations as per the hotel policy and procedures.
• Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
• Monitor all Tentative / Provisional / Wait listed bookings entered on the system and follow up done for deposits / guarantee.
• Records and files all reservation correspondence neatly and accurately on prescribed forms or folders.
• Keep records of room availability, rates, amendments, daily reservation pickup, rooms on book, cancellations, no-show, etc.
• Handles the reservation correspondence accurately and neatly and follow up for any missing correspondence before guest arrival.
• All reservation modifications are updated on the property management system immediately and accurately in case of any changes.
• Maintain department approved quality assurance program to include, but not limited to, rates, deposits property descriptions, activity tables and reservations letters.
• Manage reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling and recommendations from external yield or revenue management systems.
• Ensure acceptable service levels and all statistical reports are sought and maintained.
• Tracks daily, weekly, monthly, and yearly statistics for analytical, budgeting and forecasting purposes.
• Check forecasting reports based on statistics codes (Market, Source, Rate Code etc.); reservations which are wrongly tagged should be amended.
• Receive contracts detailing room allotments and creates allotments on the hotel management system.
• Train newly recruited reservation staffs in taking reservations, telephone etiquettes, and reservation module on hotel software and processing emails.
• Ensure that Guest service agents at front desk are also trained on reservations and checking hotel availability.
• Ensure deposit payment is taken in advance for all pay at hotel reservations e.g.: Direct reservation, OTA's (Booking.com, Orbitz, Expedia etc.)
• Determine work procedures, prepare work schedules, assign duties and expedite work flow for reservation agents.
• Manage all aspects of reservation department in the absence of reservation manager.

PREREQUISITES:

Excellent communications skills and extremely organized. Service Orientation i.e. actively looks for ways to help people. Ability to work with multiple systems and applications like spreadsheets, databases, work processing, property management software's, Booking engine, OTA Extranets, Yield management systems and computers.

EDUCATION:

3 years diploma or 4 year Degree in Travel Industry or closely related discipline and/or equivalent combination of education and experience.

EXPERIENCE:

Previous experience in reservations, one to two year experience in front desk operations. The successful candidate is likely to have a passion for customer service, excellent communication skills and good levels of written and spoken English.

JOB DESCRIPTION - RESERVATION MANAGER

POSITION TITLE: ­ RESERVATION MANAGER

REPORTS TO: FRONT OFFICE MANAGER

POSITION SUMMARY: Ensures the smooth and efficient operations in the department through prompt, effective and proper reservations service to achieve maximum room revenue in order to meet or exceed the revenue target.

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.

Reservation Manager Duties and Responsibilities:

• Having knowledge of entire Reservation Procedure according to International Hotel manual system.
• Responsible for Hotel and Local Reservations and Reservation - Links to Best Western World Wide.
• Handling of correspondences, sorted - out letters, telexes, fax, cables which are checked already by Front Office Manager.
• Allocate daily tasks to Reservations staff.
• Review reservation booked daily.
• Review arrival report daily.
• Responsible for preparation of occupancy forecast.
• Responsible for training staff.
• Responsible for implementation of policies and procedures.
• Responsible for Recording Company/Travel Agent Rates both in system and correspondence file.
• Liaise with Sales Department in regards to occupancy, Rates Reservation's Analysis.
• Identify Top Producing Accounts ensure proper recognition by Reservation staff.
• Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable.
• Responsible for various Production reports and supply to each department concerned.
• Monitoring Telephone Manner and general performance of reservations staff daily.
• Ensure special handling of repeats guest and very VIP guest.
• Observes and ensures that proper telephone manners are maintained at all times
• Monitors and coordinates group reservations activity with the Sales Department and Revenue Manager
• Follows up tentative bookings and update reservation status.
• Reviews no-show and cancelled reservations and processes charges according to hotel’s policy
• Review room blocking for Long Stay. Suites and special group request.
• Supervising of Group Reservations.
• Maintain cordial relations with commercial clients.
• Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action.
• Responsible for work schedule
• 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.

JOB DESCRIPTION - DUTY MANAGER / LOBBY MANAGER

POSITION TITLE: DUTY MANAGER / LOBBY MANAGER

REPORTS TO: Front office manager

POSITION SUMMARY:

Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times.

Supervises and assign duty roster for F/O attendant, Concierge, Bell Counter, Guest Relations and Business Center. Responsible for VIP movement in the Hotel.

Duty Manager Duties and Responsibilities:

• Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.
• Assists in VIP’s arrival departure in absence of guest relation officers.
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.
• Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
• Assists in sending guest messages or faxes.
• Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
• Assists in handling room lock problems.
• Prepares and checks for VIP’s arrival and escorts guests to rooms.
• Co-ordinates with all departments concerned in order to maintain Front Office functions properly.
• Operates the front office computer system in order to assist front office attendants.
• Checks group department, fit and ensure switchboard makes appropriate wake up calls.
• Handles guest complaints and other related problems and reports on the Assistant Manager’s log book.
• Assists reception, business center, cashier, concierge and bell captain when they are busy.
• Answers guests inquire, handle complaints and attend to the needs of the guests.
• Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
• Authorizes charges to be made for late departures and/or compliments on them.
• Promotes and maintains good public relations.
• Motivates and maintains good staff relations.
• Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
• Follows up in credit check report, liaise with credit manager.
• To responsible for front office operation during the absence of Front Office Manager (HO).
• To discuss all matters that needed to follow up with the next shift Reception Manager.
• Approves the working schedule for the front office attendants and submits them to front office manager (HO).
• Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behavior, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.
• Assigns and Approves Duty roster for all Front desk staffs.

PREREQUISITES:

Must be able to communicate in English writing and speaking and other languages are advantages. Good personality and charming is important to be the Assistant Manager in the way to represent him on behalf of hotel management.

Education:

Graduates bachelor degree and/or diploma in hotel and restaurant management or other related field

Experience:

Minimum of two years of experience in similar position. Should be familiar with basic computer skills and previous experience in using Hotel management software’s, Telephone Switch board.

JOB DESCRIPTION - GUEST RELATION EXECUTIVE ( GRE )

POSITION TITLE: GUEST RELATION EXECUTIVE - GRE

REPORTS TO: Front office manger / Asst. Front office manager

POSITION SUMMARY:

Attend to guests courteously and deal promptly with their requests and queries. Have detailed information about the hotel and city. Check on VIP guest movements, complete their pre-registration formalities.

Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first hand service recovery steps.

G.R.E.  Duties and Responsibilities:

• Welcome guests during check-in and giving a found farewell to guest while checkout.
• Handling guest complaints and concerns in an efficient and timely manner.
• Overseeing VIP guests, arrivals and departures.
• Coordinating and multi-tasking job duties in a busy environment.
• Should possess detailed information about the Hotel, city as well as the competition.
• Detailed information regarding arrivals and room requirements.
• Have up to date information on daily room occupancy.
• Providing excellent customer service as per hotel standards.
• Greeting guests as they enter and exit the hotel.
• Providing information regarding the Hotel, town attractions, activities etc.
• Check on VIP reservations, complete their pre-registration formalities.
• Allocate rooms to all arriving guests.
• Maintain up-to date information on room rates, current promotions, offers and packages.
• Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile.
• Co-ordinate with housekeeping for clearing of rooms.
• Collect Guest feedback during guest departure along with his likes and dislikes.
• Perform basic cashier activities as and when required.
• Maintain guest lockers for safe custody.
• Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
• Give proper and complete handover to the next shift.
• Should be able to handle all guests without bias or prejudice.
• Follow the house rules and policies laid down by the management.
• Adhere to strict staff grooming and hygiene standards.
• Consciously and continuously strive to better his/ her skills and increase his/ her knowledge.
• Good command of the English language is essential, both written and verbal
• Must possess strong organization time management skills, attention to detail.
• Must be guest service focused and a team player.
• Positive attitude and outgoing personality is essential.
• Must be able to work shifts - days, evenings, weekends and holidays.
• Ability to relate well to Hotel guests and employees.
• Professional in demeanor and presentation.
• Personable, enthusiastic, self-motivated and able to work independently.
• Observant, discriminating and detail-oriented
• Ability to understand and carry out oral and written instructions and request clarification when needed.
• Strong interpersonal and organizational skills.
• Able to work morning, evening, weekend, holiday, and overnight shifts.

JOB DESCRIPTION - ASSISTANT FRONT OFFICE MANAGER

POSITION TITLE: Asst. Front Office Manger / FOM / Deputy Front Office Manager

REPORTS TO: General Manager / Resident Manager / Front Office Manager

POSITION SUMMARY:

In the absence of Front Office manager or Resident Manger take charge of the operations of Front office Department. Primarily reporting to Front office manger. Ensures guests have a smooth running stay at the hotel.

As the Assistant Front Office Manager, one should act as the bridge between the front and the back office. While coordinating the operation, you will also ensure that all guests experience a fantastic stay.

ASST. F.O.M DUTIES AND RESPONSIBILITIES:

• Customer Satisfaction (Guest Feedback, Social Media Review).
• Financial Performance (Up selling, Room Revenue, Operation Auditing).
• Showing Initiative, Problem Solving, Staff Training, Team Leading.
• Manages and motivates the Front Office team in order to provide a high standard of service for customers.
• Welcomes guests and fosters customer loyalty through his/her friendly manner.
• Develops high quality relationships with guests throughout their stay.
• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
• Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
• Provide high level of customer service and maintain a high profile in the day to day front office operations.
• Ensure that personalised service is offered to each and every guest.
• Ensures that the pricing policy and internal audit procedures are duly applied.
• Supervises the management of debtors, group and individual guest invoicing and cash operations.
• Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Prepare monthly and daily revenue report and circulate to all HOD's.
• Prepare Room revenue and occupancy forecast take action on rate strategies.
• Involved in recruitment of new team members for front office.
• Integrates and trains employees, providing support for skills development.
• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
• Ensures that the workplace remains clean and tidy
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise.
• Have a good knowledge of all systems and standard operating procedures of front office.
• Ensures that guest documentation and information is available and up-to-date.

PREREQUISITES:

Well developed communication and customer relations skills. Highly organised, results-oriented with the ability to be flexible and work well under pressure.  Knowledge of Opera / Fidelio / Other world Class Property Management System is required.

EDUCATION:

Degree or Diploma in Hospitality Management is an asset or Graduates bachelor degree and/or diploma in hotel or other related field. Computer Knowledge and experience in MS office programs.

EXPERIENCE:

Minimum 2 to 3 years work experience as Assistant Manager or Team Leader - Front Office / Guest Relations in a hotel.

JOB DESCRIPTION - FRONT DESK AGENT/ ASSISTANT

POSITION TITLE: FRONT DESK AGENT / ASSISTANT

REPORTS TO: Front office manager

POSITION SUMMARY:

Represents the hotel to the guest throughout all stages of the guest's stay. Determinates a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assign rooms, accommodating special requests whenever possible.

Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

Guest Service Associate Duties and Responsibilities:

• Register guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in preregistration and blocking of rooms for reservations.
• Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Understands room status and room status tracking.
• Knows room locations, types of rooms available, and room rates.
• Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Knows the location and types of available rooms as well as the activities and services of the property.
• Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
• File room keys ( only for manual room key hotels)
• Knows how to use front office equipment.
• Process guest check-outs.
• Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.
• Uses proper telephone etiquette.
• Performs cashiering tasks like bill / invoice settlement, posting charges to the guest, paid out’s, Foreign currency exchange etc.
• Uses proper mail, package, and message handling procedures. Courier Mail Register
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Reports any unusual occurrences or requests to the manager or assistant manager.
• Knows all safety and emergency procedures, Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

PREREQUISITES:

Education: High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience: Previous hotel-related experience desired.