HOTEL STAFF FUNCTIONS: 1.

Rooms Division Manager - Room division managers are employed in hotels and lodges to oversee a team of booking clerks and front desk staff. Employed in a range of capacities from large resorts to small lodges, they ensure the reservation process runs smoothly and they deal with complaints and suggestions from guests. Security/Loss prevention - The Security position will encompass aspects of both the Night Audit and Front Desk positions as well as overseeing the safety and security of the hotel and guests throughout the evening hours. Additional responsibilities include: conducting security walks throughout the hotel property and responding to guest requests and any noise complaints. Security agents must be able to problem solve and troubleshoot in order to resolve guest issues and respond appropriately to emergency situations. Front Office Manager - Responsible for organizing, planning, directing and controlling of the Front Office Reception / Cashiers, Reservations, Concierge and Switchboard Executive Housekeeper - Supervises Housekeeping Department staff to ensure hotel standard of cleanliness in all guest rooms and public areas are achieved and maintained. Assistant Executive Housekeeper - The Assistant Executive Housekeeper supports the Executive Housekeeper in all duties of the housekeeping operation and cleanliness levels in all areas of the property. Responsibilities include: staff training, inter-department communications, and staff scheduling. The Assistant Executive will promote an atmosphere that insures the company mission statement, Friendliness and Cleanliness. This position requires strong attention to detail, leadership skills, and the ability to effectively deal with department heads, guests, and team members. Houskeepers/Housemen - responsible for maintaining the cleanliness and appearance of the hotel and providing customers with quality service in a timely and friendly manner. Responsibilities vary but may include: cleaning and maintaining the appearance of the public areas of the hotel, deep cleaning of assigned areas, setting-up and maintaining complimentary hotel lobby functions including the coffee service and nightly concierge events, cleaning and setting-up meeting room functions, restocking housekeeping stations, delivering service items to guest rooms upon requests from the front desk, and driving shuttle van when needed. Head Concierge performs the leadership function of the concierge department, satisfies the needs of guests as politely and efficiently when it is within the jurisdiction of the concierge department to do so.

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Concierge Clerk - the basic task of a concierge is to serve as the guests liaison with both hotel and non-hotel services. In a sense, the function of a concierge is an extension of the function of a front desk agent. A concierge must be resourceful and knowledgeable about the hotel and the surrounding community. Regardless of whether concern in-hotel or off-premises attractions, facilities, services, or activities, a concierge specializes in providing assistance to guests. Reservations Manager - The reservations managers basic functions are to supervise and oversee all the operations of the reservations area. He or she must assure that all reservations, both group and individual, are recorded and followed up on as necessary. Reservations Clerk - (Back office functions) All Lodge Reservations, Typing, Filing, Correspondence. Guest records, Data capture, Assist with front desk and Curio if required. Front Desk Clerk the hotel receptionist is very often the first and last member of staff hotel guests will see. They have to reflect the hotels atmosphere and convey a sincere welcome to all customers. In the larger hotels, the front office job is often split into three - that of receptionist, cashier and reservations clerk. In smaller hotels, however, the receptionist could be performing the duties of all three. Front Desk Cashier - a person who makes check out at the departure of the guests, and prepared daily report at the close of each shift. The first step to ascertain net receipts (the difference between cash receipts and cash paidsouts). FRONT OFFICE WORK SHIFTS: Morning shift: 8:00 16:00 hours Middle shift: 11:00 19:00 hours Evening shift: 16:00 24:00 hours Overnight shift 24:00 8:00 hours

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Telephone Operator - The greatest duty of a telephone operator is that of transferring calls from outside the hotel to the appropriate guest room. For security measurement, operators must do this without giving out the room number of a hotel guest. Provides information on guest services. Processes guest wake-up calls. Answers inquiries about hotel facilities and events. Night Auditor - Night Auditors are responsible for the front desk operation during the overnight shift. Primary responsibilities include: registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks. Night Auditors must be able to work

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independently and with minimal supervision. They must also be able to problem solve and troubleshoot in order to resolve guest issues that may arise and respond to emergency situations. 15. Laundry Manager - The duties of a Laundry Manager include collection of the dirty laundry, washing and ironing, distribution, supervision of laundry personnel, budgeting, needs forecasting, and ordering. When a theme park has hotels associated with it, there may be a central plant that handles laundry from all the restaurants, hotels, and the theme park. Therefore, trucks have to be scheduled to take the laundry to the central location and return it when clean. Laundry Staff/Attendant A hotel laundry attendant works as part of the service or hospitality team in a hotel. Laundry is an essential part of a hotels service, ensuring that cleanliness of all linens and garments is maintained by the hotel. Uniforms Supervisor - Uniform/Laundry Supervisor is responsible for the functioning of the Laundry/Valet facility, the upkeep of all uniforms, inventory and reordering of uniforms

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