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SWISS-BELHOTEL INTERNATIONAL JOB DESCRIPTION

Page Index No.

: 1 Of 3 : FO – 01

Issued by

: Front Office Department

Effective Date

: July 1, 1997

Position

: Front Office Manager

Date of Revision

: November 1, 2002

Department

: Front Office

Report To

: Rooms Division Manager General Manager

Basic Functions

: To manage, plan, organize, control and manage the smooth and efficient running of the Front Office Department and all related Guest services. Achieving maximum room sales, total guest satisfaction and must adhere to all the company policy and procedures.

Primary Duties

:

1.

Select, hire and train employees to meet the hotel required standards of service and hospitality.

2.

Responsible for setting the department training tools such as Job Descriptions, standards and procedures and a comprehensive training program as a guideline for the department operations.

3.

Do a daily inspection and control to all Front Office sections, ensure that Front Office Employees perform their daily duties according to required standards. Check and ensure that consistency and correct procedures in the service for guest is maintained from the reservation stages to the final departure.

4.

Authorize the acceptance of cash advances, rebate, paid out and refunds on the basis of established procedures.

5.

Monitor and control guest’s credit status to ensure that payment is collectable and received on time. Perform a regular follow up for pending payments to ensure that they are collected.

6.

Keeps total control over the Black Lists and dummy folio to ensure tight revenue control of the department.

7.

To coordinate with the Security in investigating of irregularities and undesirable guests.

8.

Ensure that the business objectives are met i.e. room sales, guest satisfaction etc.

9.

To assist the Sales Team on business leads and hotel trends.

SWISS-BELHOTEL INTERNATIONAL JOB DESCRIPTION

Page Index No.

: 2 Of 3 : FO – 01

Issued by

: Front Office Department

Effective Date

: July 1, 1997

Position

: Front Office Manager

Date of Revision

: November 1, 2002

10.

To assist and contribute on the Room Occupancy and Average Rate Forecast.

11.

Keeps total control of the daily room inventory, all room reservations and extensions during peak occupancy. Keep control over the rooms sold and decides closing dates.

12.

Monitor, control and directly impact the room situation in connection with reservation, daily occupancy and room’s availability to ensure maximum revenue through effective yield management.

13.

Establish, implement and monitor all Personnel Development Programs.

14.

To develop and maintain close business contact with in house guest and to provide personalized service whenever possible.

15.

Maintain a close and supportive relationship with all other departments.

16.

Monitor all daily reports accuracy and timely submission, provide necessary input to determine room rate, business segmentation and structure.

17.

To hold effective and constructive monthly department meetings.

18.

Establish, implement and monitor all guest service programs.

19.

Provide necessary input and vision to key departments to ensure correct room rates, business segmentation and occupancy are achieved as per the business plan.

17. To work closely to ensure the success of handling all groups, convention, tours and commercial business. 18. Be familiar with all Accounting Standards and Procedures pertaining to room’s revenue and advise staff concerned to adhere to them in daily operation. 19. Ensures that direct subordinates have proper training programs and that these are being implemented, maintained and monitored. 20. To take direct responsibility and to be visible during peak times of the operation. 21. To liaise with the Executive Housekeeper in scheduling of floor closures for room maintenance programs. 22. To coordinate the scheduling of staff weekly schedule and their annual leave.

SWISS-BELHOTEL INTERNATIONAL JOB DESCRIPTION

Page Index No.

: 3 Of 3 : FO – 01

Issued by

: Front Office Department

Effective Date

: July 1, 1997

Position

: Front Office Manager

Date of Revision

: November 1, 2002

23. Participate in the inspection and checking the preparation for VIP’s, and ensure that they will receive proper treatment as VIP during their stay. 24. To be present and greet all VIP and returning guests. 25. Know all procedures in case of emergency or fire and make sure that staffs are periodically trained to face this situation and know their function according to the procedures. 26. To ensure the entire team have a complete understanding of the hotels fire, safety, health and hygiene policies. 27. To prepare the departmental budget and effectively control all department costs as per the budget. 28. To forward plan thus making recommendations of ideas to improve both level of guest service and the physical product. 29. To monitor and established, improve or delete the existing standard and procedures to have more efficient and effective system in order to maintain or improve services and guest satisfaction at the Front Office Department. 30. Keep updating with new Standard, Procedures and other information and advise Front Office staff accordingly. 31. To be proactive thinking, to be able to react fast to problems and to make sound management decision. 32. Evaluate the employee performance and recommend promotions or demotions of assigned Personnel. 33. To keep personal grooming at the highest standard and make sure that subordinates have the same. 34. To be familiar with Front Office Policies & Procedures, Job Description and Employee handbook. 35. Carries out any other duties assigned by senior management. This job description is not exhaustive of all the job tasks, but guide and tasks maybe added or removed by your immediate Superior according to the pressure of work.