This document provides job specifications for a front office manager and concierge position. It outlines the responsibilities of a front office manager which include evaluating personnel needs, participating in hiring, training staff, scheduling duties, supervising workloads, evaluating performance, maintaining relationships between departments, overseeing room status and guest issues. It also describes the role of a concierge in assisting guests with directions, reservations, tickets, special events and handling complaints. The concierge duties involve developing property knowledge, making reservations, obtaining tickets, organizing functions and coordinating special requests. It notes that concierge staff have their own professional association called Les Clefs d'Or formed in France in 1929 with over 3000 members worldwide.

1. PERSONNEL JOB
SPECIFICATION
Prepared by :
Wawa
Nur
Pika
sara

2. FRONT OFFICE MANAGER

3. Front office manager
Who are they?
What are their responsibilities?

4. FRONT OFFICE ORGANIZATIONAL CHART

5. A F.O. Manager should be...
a skilled planner who channnelizes the
various resources such as money,time work
methods, materials, energy and equipment
to suit the objective of the property.
Maintain cordial relationship between the
front office and other hotel division and
departments by encouraging communication
between all areas of responsibility.

6. A Front Office Staff’s Graph

7. Duties and Responsibilities
*Evaluate and decide the need of personnel in the
department.
*Participate in the selection of front office
personnel.
*Train and update staff.
*Schedule the staff duties.
*Supervise and help workloads during shifts.
*Evaluate the job performance of each front office
employee.
*Maintain working relationships and communicate
with all departments.
*Maintain master key control.
*Check room status.
*Resolve guest problems quickly, efficiently, and
courteously.

8. Continue…
*Update and monitor group information and requirements
*Review credit limit report .
*Enforce all cash handling, others modes of payment and
credit policies

10. CONCIERGE

11. Basic function :-
Specializes in assisting the guest –
regardless of whether inquiries concern
in – hotel or off – premises attractions,
facilities, services or activities.
Must provide concise and accurate
directions; make reservation for flight,
theater or special event, obtain ticket,
organize special functions such as VIP
cocktail receptions and arrangefor
secretarial services,if needed.

12. Duties and responsibilities
*Develop a strong knowledge of the hotel facilities
and services and of the surrounding communities.
*Provide guest with directions / information to
attractions or facilities in or outsides the property.
*Make guest reservation for air or other forms of
transportation when requested; obtain necessary
itinerary and tickets.
*Make guest reservations for the theater and other
forms of entertainment when requested, obtain
necessary tickets and provides direction to facilities.
*Organize special functions as directed by
management.
*Arrange secretarial and other office service.

13. Continue…
*Coordinate guest requests for special services or equipment
with the appropriate department.
*Check with roomed guests periodically to ascertain if they have
any special needs
*Handle guest complaint.

14. -Whatever And Whenever-

15. Do you
know????

16. Les Clefs d’Or
Hotel concierge staff
have their own
professional
association, called
Les Clefs d'Or ("The
Golden Keys"). It was
formed in France in
October 1929. It now
reaches over 3000
members in over 40
countries.

17. Thanks for listening
and lend me your
attentions!!