SUN SPA RESORT JOB DESCRIPTION
Page Index No.
: 1 of 4 : FO – 02
Division Department
Effective Date Revised
: 1st Nov. 2004 :
Approved by
:
Position
: Rooms Division : Front Office Department : Assistant Front Office Manager (Asst. FOM)
Department Reports to
…………………. General Manager
: FRONT OFFICE : Front Office Manager (FOM)
JOB SUMMARY Assist the FOM in supervising the overall activities of the Front Office sub-departments: Reception, Bell service, Reservations, Telephone Operators, Business Center, Transportation. Assist the Front Office Manager in personnel development in order to have trained and qualified staff to consistently maintain and increase Sun Spa Hotel’s service. To direct the Front Office operation in the absence of the Front Office Manager. DUTIES & RESPONSIBILITIES
1.
Assist the Front Office Manager in setting the Front Office training tools such as job description, standards and procedures, training plans as a guideline for the Front Office operation.
2.
Assist the Front Office Manager in supervising, organising, directing and coordinating the staff and activities of the Front Office.
3.
Do a daily inspection and control to all Front Office section at least 60% of the time; ensure that Front Office Employees perform their daily duties according to required standards. Check and ensure that consistency in the service for guest is maintained from the reservation stages to the final departure.
4.
To plan and prepare work schedules for Front Desk Supervisor, Reservation dept., Chief Telephonist, Chief Concierge, Business Centre Secretary and Drivers.
5.
Read all the logbooks of the Front Office daily at the start of the service shift. Report promptly critical notes/ matters to FOM. Enter remarkable matters in the logbooks.
6.
Check the expected arrivals list of the day.
7.
Meet and escort VIPs to their rooms. Also welcome as many other guests as possible upon checking in.
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SUN SPA RESORT JOB DESCRIPTION
Page Index No.
: 2 of 4 : FO – 02
Division Department
Effective Date Revised
: 1st Nov. 2004 :
Approved by
:
Position
: Rooms Division : Front Office Department : Assistant Front Office Manager (Asst. FOM)
…………………. General Manager
8.
Inspect in person the rooms assigned to VIPs latest by one hour before the guests arrival.
9.
Authorise the acceptance of cash advance, rebates, paid out, refunds on the basis of established procedures.
10.
14.
2.
Monitor and control guest’s credit status to ensure that payment is collectable and received on time. Perform regular follow up for pending payments to ensure that they are collected.
3.
To work closely with and inform the Front Office Manager of any unusual activities that occurs daily.
4.
To coordinate with security in the investigation of irregularities and undesirable guests.
5.
To develop and maintain close business contact with house guest and to provide personalised service whenever possible.
6.
Monitor and control the rooms’ situation in connection with reservations, daily occupancy and room’s availability to ensure maximum revenue through effective yield management.
7.
Attend department heads meeting in the absence of the Front Office Manager or other meetings as required.
8.
Make sure that each section head at the Front Office Department attend the daily meeting chaired by (the Front Office Manager) or the Assistant Front Office Manager. Ensure that each Front Office section head holds a subsequent briefing in their respective section based on matters discussed during the Front Office meeting. Be familiar with all Accounting Standards and Procedures pertaining to room’s revenue and advise staff concerned to adhere to them in daily operations.
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15.
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.
16.
Participate in the inspection and checking the preparation for VIPs and ensure that they will receive proper treatment as VIP during their stay with Sun Spa Resort.
17.
To monitor and establish, 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. Consult with Front Office Manager prior to doing so.
18.
Keep updating with new Standards, Procedures and other information and advise Front Office section head accordingly.
19.
Assist Front Office Manager with daily administrative duties.
20.
To be familiar with Front Office Policies and Procedures, Job Description and Employee Handbook.
21.
Perform other duties, which are assigned by the superior from time to time.
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 pressure of work.
9.
Ensure that every guest approaching the Front Desk is attended to immediately and effectively.
10.
Handle situations arising from guests dissatisfaction. Care for and attend effectively to the guests requests with the sense of protection of the Sun Spa Resort interests.
11.
Approve the release of various amenities in accordance with the established standard.
12.
Arrange for transfers of guests in case of overflow due to full occupancy. Arrange promptly for transferring guests back to the Sun Spa Resort right upon
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availability of rooms.
13.
Handle room changes, acceptance of cheques, rebates, strictly on the basis of established policies & procedures.
14.
Consolidate immediately written reports on the irregularities of the day and inform promptly the FOM.
15.
Handle situational incidents. Inform the Security Officers for helpful coordination if the case.
16.
Handle reports on losses or damage to guests, properties of guests.
17.
Ensure that charges are made correctly on the guest’s bill as per established policies.
18.
Assist FOM to oversee, conduct the training or coaching for the FO staff.
19.
Prepare duty rosters of the Front Office. Ensure proper supervision and delegation of responsibilities at each shift.
20.
Ensure that all statistics of the Front Office are correctly recorded.
21.
Follow up the room reservations booking status.
22.
Check daily the boats reservations status.
23.
In the absence of the FOM, perform the Front Office monthly report as per the established formats.
24.
Perform any other duties as assigned by the FOM or the Management of the Hotel.
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