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Front office job description

department

Direct supervisor of department front office

Resident manager of the reporting object

location

Put the front office manager under the direct leadership of the department.

Assistant manager, front office, subordinate

grade

Job level number

Reference code

Departments involved:

-Director of Housekeeping Department

-Directors/Supervisors of other departments

-Front desk staff

-Hotel guests

Overview of work:

Provide high-quality and efficient front office service for hotel guests through effective management, strive for the highest room opening rate as much as possible, and complete the business budget.

Job responsibilities:

1. Strive to achieve departmental business objectives.

-Prepare the annual operating budget.

-Provide business and operational data to superior leaders and provide analysis of these data.

2. Strive for maximum profit

-Maximize room utilization (the highest possible occupancy rate)

-Control the booking ratio of teams and individual customers.

-Encourage the sale of more expensive rooms to maximize turnover and occupancy.

3. Ensure the service quality of the front office.

-Supervise the daily operation of the front office.

-formulate and implement the standards of behavior, clothing, hygiene, appearance, uniform and etiquette of front office employees.

4. Establish a good relationship with the guests

-Deal with their complaints.

-Check the rooms allocated to VIPs before their arrival and welcome them when they arrive.

-Receive long-term guests on behalf of the hotel.

5. Establish and maintain the standard and status of hotel rooms.

6. Ensure the effective operation of this department.

-Provide guidance to department heads.

-constantly update and improve the existing working procedures and standards, and make all employees abide by them.

-Training, encouraging and evaluating the directors of branches and providing corresponding training.

—— Preside over the monthly meeting of the front office, summarize the work in the past month, and point out the existing problems and solutions.

Way. Have time to attend the regular meeting of each division.

7. Understand the actual needs of employees and host or provide corresponding training.

8. Fully consider energy conservation and environmental protection issues within the department.

9. Complete other tasks assigned by the hotel's senior leaders.

Front office job description

Front office job description

department

Direct supervisor of department front office

Report to the front office manager

location

Position, deputy manager of the front office, directly subordinate to him.

Head of subordinate front desk department

grade

Job level number

Reference code

Departments involved:

-Front Office Manager

-Directors/Supervisors of other departments

-Front desk staff

-Hotel guests

Overview of work:

The assistant manager of the front office needs to ensure that the daily operation of the front office and the services provided to hotel guests meet the standards through effective management, and strive for the highest room occupancy rate as much as possible to complete the business budget. Perform duties in the absence of the front desk manager.

Job responsibilities:

1. Strive to achieve departmental business objectives.

-Provide business and operational data to superior leaders and provide analysis of these data.

-Control and analyze the operating expenses within the department so as not to exceed the budget.

2. Strive for maximum profit

-Maximize room utilization (the highest possible occupancy rate)

-Control the booking ratio of teams and individual customers.

-Ensure the sales balance of all types of rooms.

-Encourage the sale of more expensive rooms to maximize turnover and occupancy.

3. Ensure the service quality of the front office.

-In-depth supervision of the daily operation of each branch at the front desk and timely assistance to the heads of each branch.

-formulate and implement the standards of behavior, clothing, hygiene, appearance, uniform and etiquette of front office employees.

4. Establish a good relationship with the guests

-Handle their complaints and provide assistance.

-Check the rooms allocated to VIPs before their arrival and welcome them when they arrive.

-Maintain good working relationship with relevant government agencies.

5. Establish and maintain the standard and status of hotel rooms.

6. Ensure the effective operation of this department.

-Guide the branch director to complete the work instructions given by the hotel or front office manager.

-constantly update and improve the existing working procedures and standards, and make all employees abide by them.

-Training, motivating and evaluating the directors of branches and providing corresponding training.

-Attend regular meetings of various branches when you are free.

-Guide the whole department to complete the service development plan of the hotel.

7. Understand the actual needs of employees and host or provide corresponding training.

8. Fully consider energy conservation and environmental protection issues within the department.

9. Complete other tasks assigned by the hotel's senior leaders.

10. Ensure that all employees consciously abide by the rules and regulations of the hotel.

Front office job description

Front office job description

department

Direct supervisor of department front office

Report to the front office manager

location

Position front office secretary directly under the department.

Secondary

grade

Job level number

Reference code

Departments involved:

-Front Office Manager

-Secretaries of other departments

-Head of the front office branch

Overview of work:

Complete general secretarial work, including copying, typing, arranging appointments, answering/filtering calls, preparing materials and memos, and filing information. Maintain an appropriate supply of office stationery.

Job responsibilities:

1. Provide secretarial support to the front office manager, such as independently drafting documents, typing and filing materials.

2. Ensure the confidentiality of internal files during transmission.

3. Ensure efficient office operation, including answering phones, arranging appointments, meeting and receiving guests.

4. Handle all letters sent and received by the front office.

5. Handle all the purchasing and maintenance requirements of the front office.

6. Keep the work area clean and hygienic.

7. Maintain an appropriate supply of office stationery, and fill in the material requisition form for the approval of the front office manager.

8. Contact external companies in a professional and polite way. Maintain good working relationship with other departments.

9. Keep in mind environmental protection and economy. Whenever possible, you should save energy and materials and recycle materials as much as possible.

10. Complete other tasks assigned by superior leaders.

Front office job description

Front office job description

department

Direct supervisor of department front office

Report to the front office manager

location

The assistant manager of the position lobby reports directly to him.

Subordinate guest relations officer

grade

Job level number

Reference code

Departments involved:

-Hotel staff

-Hotel guests

-Relevant government departments

Overview of work:

According to the instructions or authorization of the hotel, the assistant manager of the lobby carries out daily management on behalf of the management authorities and handles problems in daily work.

Job responsibilities:

1. Provide high-quality and efficient service for guests.

2. Have a clear understanding of the room reservation of the day and the special requirements of the guests. Work closely with the reception desk to understand the changes of the team and individual travelers on the same day.

3. Help the front desk to receive VIPs, accompany the guests to the guest room, and complete the check-in procedures in the room.

4. Handle the guest's complaints and give a reply within a reasonable time.

5. Preside over emergencies.

6. Record the major events that happened in the hotel that day clearly and in detail in the assistant manager's notebook in the lobby for the management to inquire. Follow up what needs to be done in the assistant manager's notebook.

7. According to the hotel regulations, handle the credit problems of guests outside office hours or holidays.

8. Supervise the performance of all front office employees.

9. Be familiar with the rules and regulations of the hotel, especially the current promotion activities of the hotel.

10. Attend the regular meeting of the department every morning and report the guest's complaints and other events to the front office manager. When necessary, submit a detailed accident report for management's reference.

1 1. Patrol all parts of the hotel every day to make sure everything is working properly.

12. If time permits, receive guests in the lobby and help each branch to receive guests during peak hours.

13. Preside over the operation of the overnight shift. Provide accurate room business report to management on that day.

14. If you find any damage to the hotel, notify the housekeeping department or the engineering department to send someone to repair it.

15. entertain guests on behalf of the hotel when necessary.

16. If there is any problem with the hotel room, please inform the Housekeeping Department and Engineering Department as soon as possible.

17. Provide emergency services. Accompany guests to the hotel medical room for treatment. If necessary, arrange an ambulance or transportation to take the guests to the hospital.

18. Work overtime as required by the supervisor when necessary.

Front office job description

Front office job description

department

Direct supervisor of department front office

The assistant manager reports to the lobby.

location

The position of guest relations director is directly under his control.

Secondary

grade

Job level number

Reference code

Departments involved:

-All front desk staff

-heads of all departments/branches

Overview of work:

-Establish a harmonious relationship between guests and management. Responsible for the daily operation of the hotel, follow up what needs to be done every day, and liaise with other departments to ensure efficient and polite service for guests.

-From the hotel's point of view, deeply investigate the current needs of hotel guests.

-Handle the special gifts of VIP guests every day, accompany the guests to the guest room and complete the check-in procedures. Contact the VIP during his/her stay in the hotel to ensure that he/she receives quality service. See the distinguished guests off.

-Report directly to the Front Office Manager or Assistant Front Office Manager (in the absence of the Front Office Manager).

-Provide written work reports every day.

Job responsibilities:

1. Provide efficient and high-quality services for guests, especially VIP guests.

2. Responsible for implementing all specific work related to VIP guests, and ensuring that VIP guests live happily.

Welcome every distinguished guest. Welcome as many old customers as possible.

4. Send birthday cards to in-house guests or regular customers.

5. Make decisions for various customer services. Responsible for coordinating and following up the guest services of all relevant departments to ensure the guests' pleasant stay.

6. Handle guest complaints skillfully to avoid future troubles. Contact guests and establish a harmonious relationship between management and guests.

7. Ask your boss for help when you meet some special or difficult requirements of the guests.

8. Work closely with other departments, be familiar with relevant knowledge and information, and ensure that VIP guests have a pleasant stay.

9. Assist the assistant manager of the lobby, the assistant manager of the front office and even the front office manager to arrange rooms for VIP guests, and check whether the rooms are ready before the guests arrive.

10. Welcome every VIP guest and check in in the guest room.

1 1. Assist each VIP to check out and see him off.

12. Collect as many guest opinions as possible through polite telephone calls and report to the front office manager every day.

13. Report the main complaints of guests, especially those of important guests, to the management department.

14. Coordinate with Food and Beverage Department and Housekeeping Department to ensure that small gifts required by guests or management authorities are ready before guests arrive.

15. provide assistance to all branches of the front office when necessary.

16. entertain guests on behalf of the hotel when necessary.

17. It should be an example to provide quality service for guests.

18. Complete other tasks assigned by the management.

19. Actively save energy.

Front office job description

Front office job description

department

Direct supervisor of department front office

Report to the front office manager

location

The position reception manager reports directly to him.

Head receptionist

grade

Job level number

Reference code

Departments involved:

-Front Office Manager

-Sales staff

-Executive Housekeeper

-Reservation staff

-Other department heads

-Hotel guests

Overview of work:

Be fully responsible for the reception work in the front office to ensure the best service for the guests. At the same time, establish and maintain good working relationship with guests and other relevant departments of the hotel.

Job responsibilities:

1. Be fully responsible for the operation of the reception desk, ensure the full implementation of various rules and regulations, and make the guests enjoy their stay.

2. Work closely with the reservation manager to check the changes of available rooms, room reservations and special requirements of guests, and arrange the check-in and check-out of all groups and individual guests.

3. Using dynamic management theory, check the daily booking acceptance in time to achieve the maximum rental income and the highest occupancy rate.

4. Ensure that the operation of the reception desk is cost-effective.

5. Keep close contact with housekeeping department and engineering department on the guest room status.

6. Handle guest complaints and follow up the distribution of guest gifts.

7. Check the log of the reception desk and implement the follow-up items.

8. Check the room arrangement of VIP guests.

9. Supervise and train subordinates to ensure quality service for guests.

10. Be familiar with the rules and regulations of the front desk and various promotional offers.

1 1. Attend the daily morning meeting of the front office; Organize the front desk handover meeting every afternoon and quickly convey relevant information to every subordinate employee.

12. Welcome guests in the lobby. Assist receptionist to handle guest check-in during peak hours.

13. Preside over the monthly reception, check everyone's performance, point out the existing problems and put forward suggestions for improvement.

14. approve the monthly duty arrangement of the reception desk.

15. Always remember to save energy and protect the environment and recycle office materials.

16. Complete other tasks assigned by superior leaders.

Front office job description

Front office job description

department

Direct supervisor of department front office

Report to the reception manager

location

Position receptionist, foreman, direct report

Subordinate receptionist

grade

Job level number

Reference code

Departments involved:

-Reception Director

Room center staff

-Head of Front Desk Department.

-Hotel guests

-Reservation staff

Overview of work:

Assist the reception supervisor to manage and control the housing sales strategy. Coordinate with other departments to ensure that the guest registration process is rapid and satisfactory.

Job responsibilities:

1. Be responsible for the registration of all guests when the reception supervisor is away.

2. Complete the tasks assigned by the front office manager, assistant manager or reception supervisor.

3. Follow up all matters that need to be followed up in the shift book.

4. Supervise the management of keys. Maintain proper inventory to ensure the smooth running of daily office.

5. Check the number of saleable houses regularly, and print relevant reports for inquiry.

6. Ensure that the receptionist can provide friendly and professional services. Ensure that the special requirements of guests are met.

7. Assist the reception supervisor to train employees and remind them of the places that are prone to mistakes.

8. Evaluate the receptionist's performance to maintain the service level.

9. Encourage and improve employees' morale and appease employees' dissatisfaction.

10. Always remember to save energy and protect the environment and recycle office materials.

1 1. Complete other tasks assigned by superior leaders.

12. Always remember to save energy and protect the environment and recycle office materials.

13. Complete other tasks assigned by superior leaders.

Front office job description

Front office job description

department

Direct supervisor of department front office

Report to the front desk foreman

location

Locate the receptionist's direct report.

Secondary

grade

Job level number

Reference code

Departments involved:

Room center staff

-Head of Front Desk Department.

-Hotel guests

Overview of work:

Responsible for establishing a good professional working relationship with several relevant departments to ensure the provision of high-standard services. In addition, according to policies and procedures for guests to check in.

Job responsibilities:

1. Responsible for passenger registration, room allocation and other related work. Assist in pre-registration and planning when necessary.

2. Master the latest house prices, package prices, discount standards and their impact on relevant departments.

3. Be familiar with the rules and procedures for cashing credit cards and checks, and strictly implement them.

4. Be familiar with the type and location of guest rooms. Familiar with the use of guest room status control frame.

5. Be familiar with hotel staff, services and business hours.

6. Inform the Housekeeping Department of the number of check-out, delayed check-in, early arrival, special requirements of passengers and half-day check-in.

7. Understand the business process of the reservation department, especially the process of canceling the reservation, preferably with reservation experience.

8. Manage room keys.

9. Be familiar with the use of the posting machine.

10. Complete the check-out procedures of passengers in a friendly, efficient and skilled manner.

1 1. Understand the cash control procedures; According to the needs of the work, collect cashier fees.

12. Manage valuables in strict accordance with business processes.

13. Master telephone service skills and specifications.

14. Handle passengers' letters, packages and messages properly.

15. Making business statements. Attend departmental meetings to learn about the daily important activities of the hotel.

16. Report abnormal problems to the manager in time.

17. Be familiar with safety and emergency treatment and prevention procedures and strictly implement them.

18. Keep the workbench clean and tidy, and use your spare time to clean the main table.

19. Understand and accept the job transfer.

20. Be healthy and adapt to the needs of reception work.

Front office job description

Front office job description

department

Direct supervisor of department front office

Report to the front desk foreman

location

The position of hotel representative is directly under the jurisdiction of subordinates.

Secondary

grade

Job level number

Reference code

Departments involved:

-Front desk clerk

Protocol and motorcade staff

-Hotel guests

Overview of work:

Establish good professional relationship with guests, ensure efficient and high-quality service, and arrange hotel limousine or shuttle bus for guests.

Job responsibilities:

1. Familiar with all kinds of hotel rooms and their prices.

2. Responsible for arranging hotel vehicles to pick up guests in time and assisting in booking other hotel services.

3. Don't leave your post while on duty, and keep in touch with the hotel front desk and driver at any time.

4. Be familiar with the policies and procedures of this department.

5. Keep the uniform clean and good personal hygiene, and establish a good professional image.

6. Keep the work area clean and hygienic.

7. Introduce the hotel facilities to the guests professionally and politely.

8. Be familiar with the business hours and specialties of each restaurant.

9. Always remember to save energy and protect the environment and recycle office materials.

10. Complete other tasks assigned by superior leaders.