A good image or a hotel would seem perfect services provided at the time guests arrive to the Front Desk / Reception section of the existing one in the Front Office Department. And one of the staff do it professionally. Function of the Front Office Department is the source of all sorts of information both within and outside the hotel hotel. Front Office and can not work alone because he also takes other existing department such as Food & Beverage dihotel, Housekeeping, Egineering, Security, etc..
Need a manager so that experts and professionals in the field. And a good manager he should be able to train his men to be able to do and understand the work performed in accordance with a predetermined standard hotel or a hotel room according to the SOP. He should not assume or think that his men know how to perform certain tasks. Because every employee should be given instruction and direction or guidance in performing a particular job. A manager should also be able to motivate employees so that they remain happy and continue to work in a team work, are like to give them credit for the work they do or achievements.
A manager should also be able to coordinate his men in good order or the hotel company's goal is to get the benefits can be achieved. Thus the need for cooperation between the Sales & Marketing Department with the Front Office Department to sell or rent out rooms or other facilities to the guests who will stay a hotel room. So need to Strategic Marketing and promotion to the outside, so as to attract guests and they would check in at the hotel. Dihotel management system provides the opportunity for the Front Office Manager is limited to managerial control. He can easily track visitor information like ZIP codes, frequency of visits by corporate guests, and a certain amount of revenue generated conference and pass this information to the department of marketing and sales.
The most important concept that characterizes the Front Office Manager is a team player. The Manager does not work alone to meet the profit goals of the hotel. General Manager to set goals, targets and standards for all departments to follow. Assistant manager of the department heads offer additional insight to meet the operational needs of the establishment. The controller is appreciated to supply accounting information as a Front Office Manager feedback on current performance and achieve budget goals. Engineered food and beverage managers, housekeepers, and plants provide an important service to guests. Without the cooperation and communication between the department and front office, hospitality can not be delivered. Director of marketing and sales to develop programs to attract guests to the hotel. These programs help the front office manager of the team by providing a complete front office with competent personnel to achieve the goals, objectives and standards set by the General Manager.
Job Description
A job analysis, a detailed listing of the tasks of a job, provides the basis for a sound job description. A job description is a listing of required duties to be performed by an employee in a particular position. Although most nothing is typical in lodging industry certain daily tasks must be performed. A job analysis is useful in that it allows the person preparing the job description to determine certain daily procedures. These procedures, along with typical responsibilities and interdepartmental relationships involved in a job, form the basis for the job description. The future professional will find this management tool helpful in preparing orientation and training programs for employees. It also helps the human resources department ensure each new hire is given every opportunity to succeed.
The following is the job analysis of a typical front office manager:
| 7.00 AM | Meets with the night auditor to discuss the activities of the previous night. Notes any discrepancies in balancing the night audit. |
| 7.30 | Meets with reservation clerk to note the incoming reservations for the day |
| 8.00 | Greets the first-shift desk clerks and passes along any information from the night auditor and reservation office. Assists desk clerk in guest check outs |
| 8.30 | Meets with the Housekeeper to identify potential problem areas of which the front office staff should be aware. Meets with the plant engineer to identify potential problem areas of which the front office staff should be aware |
| 9.00 | Meets with director of marketing and sales to discuss ideas for potential programs to increase sales. Discuses with the banquet manager details of groups that will be in house for banquets and city ledger accounts that have left requests for billing disputes |
| 9.30 | Checks with the chef to learn daily specials for the various restaurants. This information will be typed and distributed to the telephone operators |
| 9.45 | Meets with the front office staff to discuss pertinent operational information for the day. Handles guest billing disputes |
| 11.00 | Meets with the General Manager to discuss the development of the next day fiscal budget |
| 12.30 PM | Works on forecasting sheet for the coming week. Prepares preliminary schedule and anticipated payroll |
| 1.30 | Has a lunch appointment with a corporate business client |
| 2.15 | Works on room blocking-reserving rooms for guests who are holding reservations-for group reservations with the reservations clerk |
| 2.30 | Works with the controller on budgetary targets for the next month. Receives feedback on budget targets from the last month. Checks with the housekeeper on progress of room inspection and release |
| 2.45 | Checks with the plant engineer on progress of plumbing repair for the eighteenth floor |
| 3.00 | Greets the second-shift desk clerks and relays operational information on reservations, room assignments, room inventory, and the like |
| 3.15 | Assists the front desk clerks checking in a tour group |
| 4.00 | Interviews two people for the front desk clerk positions |
| 4.45 | Assists the front desk clerks in checking in guests |
| 5.15 | Reviews trade journal article on empowerment of employees |
| 5.45 | Telephones the night auditor and communicates current information pertinent to tonight’s audit |
| 6.00 | Checks with the director of security for information concerning security coverage for the art exhibit in the ballroom |
| 6.30 | Completes work order request forms for preventive maintenance on the front office posting machine |
| 6.45 | Prepares to do schedule tomorrow |
The Job description is based on the job analysis of a FOM
Title: Front Office Manager
Reports to: General Manager
Typical duties:
1. Reviews final draft of night shift.
2. Operates and monitors reservation system for guest room rental.
3. Develops and operates an effective communication system with front office staff.
4. Supervises daily operation of front office staff –reservations, registrations, and checkouts.
5. Participates with all department heads in an effective communications system facilitating the provision of guest services.
6. Plans and participates in the delivery o marketing programs for the sale of rooms and other hotel products and services.
7. Interfaces with various department heads and controller regarding billing disputes involving guest.
8. Develops final draft of budget for font office staff.
9. Prepares forecast of room sales for upcoming week, month or other period as required.
10. Maintains business relationship with corporate community leaders.
11. Oversees the personnel management for the front office department.
12. Performs these and other duties as required.
Job Description Of Front Office Department
Organizational structure in the front office or Front Office Hotel influenced by the atua small hotel, a lot or a small number of employees and operational systems used in the hotel.
The following is a description of the work in the front office:
1) Front Office Manager Job Description
Work area is the Front Office Manager Front Office area, Executive floor, and Business center. Summary of Front Office Manager job is creating guest satisfaction, and provide a positive impression on guests in the work area. Front Office Manager reports to the General Manager duties and subordinate staff of the Front Office Manager is the staff of the front office.
The principal tasks of the Front Office are:
a) Selecting, placing, training, and evaluation of front office employees
b) Ensure that all staff in the front office hotel master computer system, phone accepted ethical and operational standards in hotel
c) Maintain harmony with sales and marketing work on room rates
d) Welcomes VIP Guests
e) Dealing with guests complaints that can not be resolved by subordinates
f) Make monthly reports on the guest list, the occupancy rate as well as gains and losses in the front office
g) Maintain discipline front office staff by providing warnings and sanctions for violating the provisions
h) Improve the quality and performance of employees who excel denagn rewards
i) Create an annual budget, analyzing operations, and daily hotel revenue from the income side and the average - average room rates
2) Job Description Assistant Front Office Manager
Work area is the Assistant Front Office Manager Front Office area, Executive floor, and Business center. Summary pekrjaan assistant front office manager job is to help smooth the front office, replacing the front office manager when absent, and coordinate multiple tasks according to their job descriptions.
Subordinate staff of the Assistant Front Office Manager is the Duty Manager, Front Office Supervisor, and other levels in the department Supervisor Front Office.
The principal tasks Assistant Front Office Manager :
a) Assist the front office manager job in terms of control and administration
b) Create a work schedule Duty Manager, receptionist, telephon operator, GRO, and Concierge
c) Monitor the front office operations
d) Direct and supervise the work of reception and conclerge
e) Leading a briefing on the night shift
f) Falls directly to the operating room at the crowded hotel
g) Attend morning briefing hotel management and represents the current front office manager was unable to attend
h) Dealing with guests who need assistance purposes
3) Duty Manager Job Description
Work area is the front office duty manager and all hotel guests in connection with the hotel. Duty Manager is a summary of the work supporting the work of front office operations and overall operational control across departments for a particular shift. Immediate supervisor is the Duty Manager Front Office Manager, Duty Manager subordinate staff while the front office supervisor, front office staff, guest relations officer, concierge, business center and secretary. Principal duty is the task manager:
a) Assisting duty manager front office and front office assistant manager in carrying out operational duties in the front office
b) To support the smooth process of check-in and check-out at the front office
c) Dealing with difficult guests and staff at the front desk
d) Controlling operations around the front office include: lobby, restaurant, bar, lounge hall, and guest rooms
e) a report on the findings of each shift and events during work hours
f) Welcoming the VIP guests along with Front Office Manager
4) Executive Lounge Manager
Area of Work:
• Executive Lounge
• Executive Rooms
Job Summary:
The highest satisfaction guarantee guests and staff according to service standards in accordance with the provisions on the executive floor and was responsible for all aspects of operations at the executive floor.
The principal tasks:
• Ensure that reports and correspondence for the department are met with precise and meticulous
• Ensure that the schedule has been established with both
• Ensure that data is always updated guest
• Monitor and order supplies on the executive floor
• Assist in building efficient teams with the welfare, safety training and staff development.
• Implement employee evaluation and review of the overall appearance, to discuss performance and areas for improvement
• Supervise the staff always do the methods and standards set
• Ensure that staff receive adequate information about hotel policies with respect to fire, health, and safety benefits.
• To study and evaluate operational procedures and standards in the executive lounge as well as provide suggestions for changes needed.
Organizational Structure
Assistant Front Office Manager Executive Assistant Executive Lounge Lounge
5) Front Desk Supervisor
Area of Work:
• Front Office
Job Summary:
Provide reception services in the hotel and departure of guests by providing guidance to staff the front desk as well as control the access code at the front desk computer
Main Tasks:
• Directing the operational tasks in the front office reception
• Dealing with guests complaints that can not be solved by the Front Desk Agent
• Give approval for the transaction guests paid out a certain amount
• Approve the use of the Front Desk Agent housebank
• Directs the preparation steps the group receiving
• Schedule any staff front desk
Organizational Structure
Duty Manager Front Desk Supervisor Front Desk Agent
6) Chief Concierge
Area of Work:
• The entrance to hotel
• Lobby
• Bell desk
• Counter
Job Summary:
Ensure that all guests have an enjoyable experience in the area of the hotel entrance, lobby, bell desk
Main Tasks:
• Ensure that all staff at the hotel concierge to get training on the system, telephone etiquette, standards of performance and the philosophy of hotel
• Provide training to staff on: procedures for handling luggage and entourage as well as VIP guests of complaints handling
• Implement the vision and mission
• Provide a map of the city, setting airline tickets reservations as well as sea and land transportation, as a provider of information about recreational activities, social and religious
• Ensure that means of communication in the form of information boards (sign board) in the lobby is always correct and accurate.
The organizational structure
Front Office Manager Chief Concierge Bellboy, Doorman
7. Business Centre Supervisor job description
Area of work:
• Business center
Summary of work:
organizing and directing all aspects of the central business functions to achieve the highest satisfaction of guests.
Immediate supervisor Business Centre Supervisor: Assistant FOM
Subordinate staff Business Centre Supervisor: Businesss Centre Secretary
Main Tasks:
a) Supervise staff to ensure maximum guest satisfaction through self-respect and attention of a very warm and precise.
b) Manage and provide direction for the overall good and exercising daily and the administration to seemua part in the business center.
c) Provide an assessment of performance, discipline and efficiency of all employees under their supervision as well as an initiative to take action when necessary
d) Controlling and analyzed on an ongoing basis, the cost of everyday expenses department to ensure that expenditures do not exceed the budget.
8. Bell Captain job description
Area of work:
• Front Office
• Lobby
• Guest Room
Summary of work:
deal with the luggage room at the time came, during the stay at the hotel and will leave hotel
Immediate supervisor: Chief Concierge
Main Tasks:
a) Set the duty of every bellhop
b) Receive and store goods that are deposited at the concierge guests
c) Record and record every item that has been stored in the guest room luggage
d) Ensure luggage room clean and orderly
e) Controlling any goods stored or still in the lobby has a badge / pass numbers are clear goods
f) Adjust the bellhop to prepare the goods in a trolley or a vehicle that will pick up the bus to the hotel group
g) Directing all bellhop at each work shift
Reference: http://pariwisatadanteknologi.blogspot.com/2010/11/deskripsi-pekerjaan-di-bagian-kantor.html
