JOB DESCRIPTION & JOB SPECIFICATION

JOB DESCRIPTION & JOB SPECIFICATION

JOB DESCRIPTION: It specifies the parameters within which a job is to be performed in an organization; it is thus a guide to any employee recruited for a particular job. These parameters not only include the duties & responsibilities of a particular job but also the working hours, reporting relationship and co ordination with other departments. Job description is the foundation for the management to set standard for performance within the organization. J. D. also acts as a legal document for any kind of disputes arising out of lack of role clarification and at the same time protects an employee from an unreasonable supervisor. JOB SPECIFICATION: It is the personal quality and skills needed in an employee to successfully perform the task of a work position. Job specification evolves factors like education, physical skills & communication ability in an employee. FRONT OFFICE MANAGER RESPONSIBLE TO: General Manager, RESPONSIBLE for: All asst. managers and the staff working in the front office department, JOB SPECIFICATION: Three years degree or diploma in hotel management, or a graduate with an MBA degree, At least 7 years of experience as an asst. manager in the front office department in a large hotel, Having a pleasing personality with good command over English language, knowledge of a foreign language preferred. Duties: He directs and coordinates the activities of the front office department, which includes dept. like, front desk, lobby, reservation, bell desk, telephones, He is responsible to ensure the proper upkeep, staff cleanness, punctuality and efficiency by his staff in his department, Ensures that each and every guest is provided with smooth, efficient, courteous and personalized service by his staff, He prepares the duty chart for his staff and also sanctions weekly offs, an leaves to his subordinates, He deals with front office correspondences on reservation, enquires, room booking, discount to company etc., and inter departmental communication, He checks the functioning of various records, racks, intimations, arrival list, room position, He deals with complaints against his staff and other complaints of his guest, He is responsible for making decisions at times of unusual events such as death, fire, theft, Prepares report to the management about the anticipated rooms occupancy, reservation patterns, expected check-in and check-out, Responsible along with the personal department, for the employment and training of staff, ASSISTANT MANAGER RESERVATION RESPONSIBLE TO: front office manager, RESPONSIBLE FOR: lobby manager, front office supervisor, JOB SPECIFICATION: Three years degree or diploma in hotel management, or a Graduate with an MBA degree, At least 5 years of experience as a front office supervisor in the front office department in a leading hotel, Having a pleasing personality with good command over English language, knowledge of a foreign language preferred. Duties: To keep trace of all room reservations, groups, crew, FIT, and others, He prepares monthly reports, ten day forecast and materialization reports, Sets booking levels and closes out dates if fully booked after approval from front office manager, Updates the perpetual year planner according to room position, Prepares the room status report, forecast report and mail it to all the hotels and reservation offices to the chain, Liaises with asst. manager group, for all group details, Process all reservations in the normal way, Provides on the job training and prepares training schedules of all new recruits, Assign responsibilities to his staff and monitors their performance, Prepares replies to all incoming mails, Keeps himself up-to-date with all the reports, Ensures that his staff refer to guest history before creating a new folio on the computer, Ensures that the corporate account number is recorded on the folio to help monitor quantum of business generated through these companies, Keep control on all suites and their availability, Keep a record of various sources of business and monitors booking received from the world wide sales office and hotels, Ensures that his staff answers phones promptly and use the laid down procedures, Handles all bookings for hotels world wide, Ensures that reservation staff make every effort to up sell suites, Updates all special screens on the computer and creates new ones if necessary, Ensures cleanliness and orderliness of the area, Any other assignment as directed by the front office manager. FRONT OFFICE SUPERVISOR RESPONSIBLE TO: asst. manager front office, RESPONSIBLE FOR: front office asst. JOB SPECIFICATION: three years degree or diploma in hotel management with at least 5 years as a front office asst. in a leading hotel Having a pleasing personality with good command over English language, knowledge of a foreign language prefer Duties: 1. Checks statistical data on days proceedings as regards to room revenue and reports, 2. Prepares budgets/three monthly outlook report, 3.  Prepares monthly statistic with regards to: a)Complimentary rooms, b)  Regional room nights, c) Monthly to ministry of tourism, 4.  Ensure that al the staff reports on time with proper uniform and are properly groomed, 5.  Brief staff to ensure maximum efficiency, 6.  Check if any repeat guest/ VIP has checked in as walk-in see that proper status is given to him to ensure personalized services are provided to that guest, 7.  Check that proper room position is calculated and give the “pick up” room figures to reservation in charge, 8.  Check and sign the log book and take follow up action, 9. Check reservation for the day with correspondence to ensure proper instructions are noted on the Whitney slip such as rates, special request, billing instructions etc., 10.  Check the arrival rack for the day and leave instructions on the reservation slip, 11.  Ensures that no room keys are missing to prevent security risk, 12.  Meet and greet all guest s on arrival and ensures proper rooming, 13.  Train staff on existing/new policies and procedures laid down by the management, 14.  Ensures next days correspondence/arrival rack are tallied and leave appropriate instructions, so that the task are attended to, 15.  Ensures that all gadgets in the front office are in working order to ensures smooth operation in the department, 16.  Check if mail, messages, packets, special requests of guests are being looked after and dealt with properly as appropriate, 17.  Check correctness of: a)  House count, b)  VIP list/ list of complimentary, c)  Sales recapitulation, d)  Room report, e)  Pre-registered registration cards, f)  Rates indicated on reservation slip, 18.  CO_ORDINATES WITH: HOUSEKEEPING: for uniforms of staff, guest are properly roomed and special requests are looked into i.e. flowers in the room, guest complaints, special requirements in the room, out of order room, prompt cleanness of departure room, TELEPHONES: to complain if any telephone is not working, to inform the operator of any request made by a guest, STORES: to ensure that the required stationery for the front office is available, LOBBY MANAGER: introduction to VIP/ repeat guest, handling difficult and scanty baggage guest, GROUP CO -ORDINATOR: to ensure that any changes in plan etc. are communicated, MAINTANENCE: to ensure that all equipment in the front office department are in working condition, duplicate keys are supplied on time guest complaints are attended promptly, FRONT OFFICE CASH: to ensure all room rate changes are communicated, ACCOUNTS: ensure budgeted figures are received in time, F&B: group arrival, meal information is sent, special request of guest s are informed, and function sheets are received, SALES: informing sales of new accounts, BELL DESK: for paging, sending messages/packets and co-ordinates on arrival and departures of guests. FRONT OFFICE ASSISTANT RESPONSIBLE TO: front office supervisor RESPONSIBLE FOR: receptionist JOB SPECIFICATION: three-year degree or diploma in hotel management with at least 3years as a receptionist in a leading hotel, Having a pleasing personality with good command over English language, knowledge of a foreign language preferred. Duties: 1)  Courteously and promptly handle all reservations on phone, by mail, telex, fax, E- mail, 2)  Up-date the reservation register/ records in order to have update inventory of room availability, 3)  Type out advance reservation slips and maintain reservation racks and correspondence files 4)  Carry out amendments and cancellations accurately, 5)  Keep availability status chart updated, 6)  Display reservation position on the flash board, 7)  Check on reservation stationery and keep a satisfactory par, RECEPTION/REGISTRATION ASSISTANT RESPONSIBLE TO: front office asst. RESPONSIBLE FOR: information asst. JOB SPECIFICATION: three years degree or diploma in hotel management or postgraduate in accommodation operation or 1-? years in reception and bookkeeping Having a pleasing personality with good command over English language, knowledge of a foreign language preferred. Duties: Be informed on daily room status, Have detailed information regarding arrivals, their room requirements and expected departures for the day, Check VIP reservations and issue a VIP amenity voucher and also for any special request, Prepares all records connected with pre-registration for VIP, invalid and old people, Handle group/ crew as well as FIT registrations as per the laid down procedures, Maintains a satisfactory part of all registration on stationery, Room all arrivals using arrival errand card, Constantly updates room/ information rack, Type out arrival slips after registering guest and slot in proper room rack, Open out guest folio without delay and transmit it to front office cashier, Maintains room rates absolutely current and up-to-date, Prepares room discrepancy report and ensures a double check with the help of a bell boy, Work closely with information assistants, Give all departure room to housekeeping promptly, Take all clean rooms promptly from the housekeeping, Take room reports/ occupancy statistics, Sell higher priced rooms and other hotel facilities through trained salesmanship, Handle scanty baggage guest, Must know room history such as location, theme, and view from each room, INFORMATION ASSISTANT RESPONSIBLE TO: receptionist RESPONSIBLE FOR: none JOB SPECIFICATION: 12 th pass with a craft course in reception and book keeping experience required at the time of entry is nil, one month departmental training, typing speed 40 w.p.m., having a good command of English language, knowledge of foreign language preferred physically strong to stand for long hours willingness of help and assist guest at all times, Duties: 1)  Distributes room keys to registered guests in the hotel when arrival errand card is presented, 2)  Answer incoming calls for guests and report all messages, 3)  Handle all guest mails, information, parcels, telegrams as per the laid down procedures, 4)  Answer enquiries on house facilities and places of tourist interest, 5)  Keeps information aids such as time table, road map, hotel guide etc., 6)  Help in paging a guest, 7)  Maintains a log for guest as well as staff information, 8)  Maintains guest rack alphabetically, 9)  Sell hotel facilities through trained salesmanship, 10)  Sign on lobby departure errand cards in acknowledgement of receipt of room key from a departing guest, 11)  Report keys not retrieved or lost to the lobby manager and to the front office manager, RECEPTIONIST RESPONSIBLE TO: Reception Assistant RESPONSIBLE FOR: Information Assistant/ Telephone App. JOB SPECIFICATION: 3-Year Degree/ Diploma in PGAOM/ 1? Year Craft course in Reception and Book-keeping, Fluent in English, Pleasing Personality, knowledge of foreign language/ preferred 1-2 year experience as a information assistant in a leading hotel Duties: The receptionists primary duty is to receive and welcome the guest, enquire his requirements and room him, Registering the guest, Allocate the room to a guest, Room the guest by handing over the room key to the bell boy who will accompany the guest, In smaller hotels the receptionist is required to do other duties in the front office such as: a)  Reservation and reservation enquires, b)  Recording the guest bills and posting of all vouchers, c)  Receive the money in settlements of the bills, d)  Handling the telephones and messages, At times the receptionist has to acts as a manager in small hotel, RESERVATION CLERK RESPONSIBLE TO: Reservation Assistant RESPONSIBLE FOR: TR JOB SPECIFICATION: As a receptionist Duties: Prepares the room status for several days ahead, Books the room in advance, Fill in the reservation slip, Whitney slip, or feed into the computer and keep a proper record, Attends to the reservation enquiries, personal letter, fax telephones, e-mail and gives proper information, Confirm the booking and arrange the Whitney rack, Prepares the arrival list and informs the receptionist, SENIOR BELL CAPTAIN RESPONSIBLE TO: lobby manager, RESPONSIBLE FOR: bell captain, bellboys, pageboy, doorman, JOB SPECIFICATION: 12 th pass with at least five years as a bell captain, having a good command over English language, knowledge of foreign language preferred, socially confident, presentable and well groomed as the job has constant guest contact, must be a team person to lead and motivate his staff to get the best out of them, physically strong to stand for long hours, willingness to be of help and assistance to guest all the times. Duties: Control and supervise the lobby staff, Train the lobby staff to maximize the departmental efficiency, Ensure smooth coordination between lobby and front office to facilitate smooth check in and check out, Supervise the procurement and sale of postage stamp, Responsible for “left luggage” room, Responsible for the safety and security in the lobby, Ensure that all procedures regarding arrivals & departures are strictly followed by his staff, Co-ordinates closely with tour leader regarding group baggage handling, Attend to guest complaint in the absence of lobby manager to ensure prompt action, Ensure delivery of morning newspaper to the guest room as well as to the executive offices, Supervise daily briefing conducted by the bell captain, BELL CAPTAIN RESPONSIBLE TO: senior bell captain, RESPONSIBLE FOR: bell boys, pageboy, doorman, JOB SPECIFICATION: matriculate, high school preferred, with three years as a bell boy in a reputed hotel, having a good commend of English language, physically strong to stand for long hours and lift heavy baggage, willingness to be of help and assistance to guests all the times, Duties: Supervise the movement of bell boys with the help of bell captain control sheet, Advise the lobby manager periodically on the performance of bell boys, Handle left luggage formalities and maintain the baggage check room, Train the bell boys to maximize departmental efficiency, Organize and supervise check in and check out baggage formalities of guest, groups and crew, Control the sale of postage stamp and postage stationery to guest, Maintain record of all guest with scanty baggage and inform lobby manager about them, Assist security in lobby surveillance, Conduct daily briefing for bell boys, Co- ordinate and control the distribution of morning newspaper, Supervise the storage of essential medicine by the house doctor and be accountable of the issues made, Keep the lobby area clean all the time, Keep the baggage of check in and check out guest in the lobby in an orderly fashion at the specified places. Co-ordinates with: a)  FRONT OFFICE: to execute efficiently the arrivals and departure formalities, b)  TELEPHONE: to arrange for wake calls especially for airline crew members and groups, c)  SECURITY: to help protect hotel property and image from undesirable persons, d)  FRONT OFFICE CASHIER: for receiving clearance to remove baggage out of the hotel as a consequence of guest paying their bills, e)  HOUSEKEEPING: for cleanliness and uniforms, BELL BOY RESPONSIBLE TO: bell captain, RESPONSIBLE FOR: pageboy, doorman, JOB SPECIFICATION: matriculate or high school preferred experienced required at the time of entry is nil presentable and well groomed having a good command over English language physically strong to stand for long hours and lift heavy baggage, willingness to be of help and assistance to guests all the times, Duties: Take the baggage from the car or the taxi in the porch into the lobby and then to the guest assigned room, Escort the guest to the room on his arrival, Place the baggage in the guest room on the luggage rack, Explain the operation of light/ air conditioning control to the guest and switch them on, Under instruction from the bell captain bring down the guest baggage from his room at the time of guest departure , Check the departure room to ensure that the guest has not left any articles in the room by mistake, Switch off the lights and air condition once the departure has taken place, Obtain clearance from the front office cashier on his errand card regarding the guest bill, Ensure collection of room key from the guest at the time of check out and after depositing the same at the information obtain clearance on his errand card from the information assistant, Check mail message for departing guest at the time of his departure and hand over the same to the guest, Take out the guest baggage from the lobby and place it in the car or taxi, Handle errands requested by guest or the executives, Handle guest baggage in case of room change, Distribute newspaper to guest rooms and to executive offices, Keep an eye on unwanted guests in the hotel, Keep the lobby area clean at all times, Attend to instructions of his supervisor, Deliver guest message to guest room, Handle and store equipment carefully and appropriately i.e. luggage trolleys& wheel chair, Report guest with scanty baggage to the lobby manager, Run errand inside and out side the hotel as may be instructed, FRONT OFFICE CASHIER  RESPONSIBLE TO: head cashier RESPONSIBLE FOR: none JOB SPECIFICATION: Graduate in commerce with 2 year experience in restaurant or a small hotel as a Cashier. Must have good memory, fluent in English, honest in dealing in cash.  Duties: He is to receive payment from the guest in settlement of their bills, Posting of vouchers into the individual bills, Looking after the safe deposit vault, Checking the petty cash float, operating and maintaining cash registers and billing machines, Maintain the visitor tabular ledger, and post guest vouchers into the VTL, Check the correctness of the bills, DOOR MAN/COMMISSIONNAIRE/ LINK MAN RESPONSIBLE TO: bell captain RESPONSIBLE FOR: none JOB SPECIFICATION: 10 th pass, strongly built with a min. hight of 6 feet pref. army retd. , must have knowledge of English. Duties: Another member of uniform staff, his place of duty is outside the main entrance of the hotel. He is responsible for cleanliness of the front entrance of the hotel and area around it, he opens the car and taxi door for the guest and carries an umbrella in case it is raining, he keeps unwanted visitor away from the hotel. At the time of guest departure he collects the luggage out pass before allowing the luggage to go out of the hotel. VALET RESPONSIBLE TO: Bell captain RESPONSIBLE FOR: none JOB SPECIFICATION: 10+2 pass, strongly built in stand for long hour, fluent in english Duties: An other member of the uniformed staff in the hotel, his position may be small but is of great importance, basically he is a personal attendant to a guest, his job includes, packing and unpacking of guest luggage, polishing of shoes, ironing of his cloths and attending to any dry cleaning needs of the guest. This job is now only found in most expensive hotels as many a guests are more willing to wash small items of clothing themselves. TELEPHONE SUPERVISOR RESPONSIBLE TO: front office manager RESPONSIBLE FOR: telephone operators JOB SPECIFICATION: Graduate with certificate in telephone operator for P&T dept with at least 2 years as a telephone operator in a large hotel ability to withstand mental stress with a good command over English language. Must have a knowledge of EPABX system willingness to help the guest at all time. Duties: Schedule staff to ensure smooth operation, Train staff to maximize departmental efficiency, Debit correct phone charges to guest and inform the front office cashier promptly as per procedure particularly for STD calls, Check on telephone equipment for efficiency on a periodic basis, Be a reliever to operators as and when required, to ensure smooth flow of work, Monitor working habits of operators with particular reference to telephone manners and take corrective measures if necessary to maintain high standard of service, Liaise with local govt. telephone authority for necessary licenses, fees and maintenance of equipment, replacement and rectification of billing order, Maintain performance records of telephone operators and advice regarding increments and promotions, Train and counsel the staff in the department, Brief staff at the beginning of the shift about group, VIP, crew arrivals and departures, Ensures that concerned department heads are immediately informed in case of emergencies like fire, accidents, and follow the laid down drill, Ensures that the staff are punctual and adhere to standing orders and house rules, Ensures that the list of office and residential address and telephone numbers of all senior personnel is always available for reference, Keep a comparative check on guest telephone traffic and house telephone traffic, Keep a close check on wake calls, Deal with guest complaints whenever it arises, TELEPHONE OPERATOR RESPONSIBLE TO: telephone supervisor RESPONSIBLE FOR: none JOB SPECIFICATION: Graduate with certificate in telex operator from P&T dept. with atleast 1 year experience in a small hotel. Must have 40 w.p.m. typing speed without mistake. Fluent in English. Duties: Extend a warm and courteous telephone service to guest/management and employees of the hotel, Handle wake up call and ensure prompt and timely service followed by reminder wake call service, Be familiar with all operational procedures within the department, Ensure proper use/care, upkeep and maintenance of equipment installed, Keep the guest information rack, VIP, group, crew list updated at all times, Responsible for proper and accurate accounting of trunk calls made by hotel officials/guests and promptly transmit telephone vouchers to front office cashier in case of a guest, Use proper and distinct pronunciation in order to make one selves audible and easily understood. Be expressive than impressive, Maintain speed and accuracy when connecting all incoming and outgoing calls, Avoid interruptions, Brief the next shift operator regarding all pending works to be done, Avoid transferring calls too many times, Sense mood of the caller when dealing with him,   TELEX OPERATOR RESPONSIBLE TO: Telephone Supervisor RESPONSIBLE FOR: none JOB SPECIFICATION: graduate, with a certificate in telex operation from P&T department, with at least 2 years of experience in a medium hotel. Must have 40 w.p.m. typing speed without mistake. Fluent in English. Duties: •  Extend telex services to guest and management, •  Dispatch all outgoing telexes promptly and enter the necessary details in the records, •  Receive all incoming telexes, record them and dispatch them to concerned people immediately, •  Ensure proper upkeep and maintenance of equipment installed, •  Prepare a voucher for guest telexes and sent it to the front office cashier with the help of a bell boy so as to avoid late charge, •  Keep a proper record of all telexes sent, •  Attend to guest complaints regarding telexes immediately to ensure guest satisfaction. PAGE BOY RESPONSIBLE TO: bell captain RESPONSIBLE FOR: none JOB SPECIFICATION: Same as valet Duties: Stations himself at the side of the main door along with the door man; opens and closes lobby door for the guest and asset them, Pages guests in the lobby, Perform errand for the guest as well as for the management, Performs any other duties as may be assigned, usually all duties of bell boy or porter,   NIGHT MANAGER RESPONSIBLE TO: Front Office Manager RESPONSIBLE FOR: bell desk JOB SPECIFICATION: Same as Lobby Manager Duties: Supervise operation of hotel through the night, Represent management when decisions must be made during these hours, Answer inquiries concerning hotel services and facilities and deals with complaints, Maintain reputation of the hotel by refusing undesirables, Assists cashier with questions of credit, Dispatch security officers to investigate disturbance or investigates himself, Maintains log book noting unusual occurrences, Receives articles and maintains ledger of articles turned in for lost and found department, Check function board for accuracy, CONCIERGE RESPONSIBLE TO: Lobby Manager RESPONSIBLE FOR: None JOB SPECIFICATION: 3-Year Degree/ Diploma/ Graduation, Fluent in English, Pleasing Personality, Knowledge of foreign language, must have good knowledge of city and historical monuments Duties: Concierge can be called as a ‘ man- about- town' or ‘ mister- know- it- all', usually resourceful and knowledgeable about hotel and the surrounding, Should be equipped with the brochures, travel facilities information, sight seeing, shopping, and other such things for providing assistance to the guest, He/she is required to make airlines booking, taxi booking and planning of itineraries for guest Serves as guests liaison with hotel and non hotel services, Provides personal approach to guest services, AIRPORT REPRESENTATIVE RESPONSIBLE TO: Lobby Manager RESPONSIBLE FOR: None JOB SPECIFICATION: Graduate,or three years degree or diploma in hotel management, with atleast 7 years of experience as a front office supervisor or 10 years as a bell captain in a large hotel. Fluent in English, knowledge of foreign language Duties: To keep informed of hotel rates and facilities, Keeps informed of local events and practices, Meets and maintain rapport with airlines counter staff on a continuous basis to generate layover/ FIT business for the hotel, Meets the guest/ crew on arrival and liaisons with transport, Receives VIP guest on arrival and escorts them to the hotel, Sees off VIP guest at the airport, Maintain good rapport with custom authorities and helps in quick clearance of VIPs and any other person as directed by front office manager, Keeps informed of room position, Assists hotel VIP guest, in case of excess baggage, ticket reconfirmation and if desired checks in for the guest at airport in advance, GUEST RELATION EXECUTIVE RESPONSIBLE TO: Lobby Manager RESPONSIBLE FOR: None JOB SPECIFICATION: Graduate, or degree in hotel management or in public relation, must have a pleasing personality. Fluent in English, knowledge of foreign lang. preferred Duties: •  Major part of a GREs job is to receive the VIP, regular guest. Prepare for a welcome for them & then escort them to their assigned room, where a guest can be registered. •  co-ordinates with all the departments in the hotel to ensure speedy and timely service to each guest. •  maintain good guest contact and ensure guest satisfaction as far as hotel services are concerned •  maintains guest history card for all the guest in the hotel. LOBBY MANAGER RESPONSIBLE TO: Front Office Manager RESPONSIBLE FOR: GRE, BELL DESK JOB SPECIFICATION: 3-year Degree/ diploma in hotel management graduate with at least 7 years of experience as a Front Office Supervisor or 10 year as a Bell Captain in a large hotel. Must have a pleasing personality, fluent in English, knowledge of foreign language preference. Duties: Prepares the duty chart for the staff working under him, Co- ordinates with various department for effective guest handling, Co-ordinates with front office (reception& information) to facilitate rooming and departure of guest and front office cash (to allow credits), Takes constant round at night of all operation areas to ensure smooth functioning during his shift, Passes credit bills in the absences of front office/ asst. front office manager, Trains all staff under him, Co-ordinates with security and ensures that no unwanted happening takes place in the hotel, Completely responsible for all goings-on in the lobby, and operating public areas and rooms at night as well.