Platinum By SHELTECH

Task : The Function of Front Services Standard & Procedure

Position : Various Dept. Head : FOM
Dept. : Front Office Date : 01/07/2017
Approval
Department Head Division Head General Manager

Standard:

The Front Services Department provides visible service contacts for guests. The associates need to
understand the function of the Front Services Department to be able to work together as a team
and to provide excellent guest service.

Procedures:

1. The Front Office Manager is the Head of the Reception, Concierge, Service Express,
WORKOUT and the Business Centre.

2. Guest Service Managers are the Supervisors of Front Office and main contact for guest
services. They are based in the lobby and will observe, train and advise on all operations of
Front Office Department.

3. The Team leader of Reception is responsible for the operation of the Reception during the
shift, and assists Guest Service Manager.

4. Guest Service Associates are responsible for all areas of the Reception, and are skilled in
Reception services, telephone services, cashiering, guest mail and messages and special
requests.

5. The Service Express Manager is responsible for the operation of the Service Express section
and ensures prompt, polite and accurate handling of all telephone calls, messages, guest’
requests and in room dining order. Service Express Manager must prevent and resolves
disputes and discipline staff when necessary.

6. Service Express Team leader assists the Service Express Manager in the operation of the
Service Express department, responsible for telephone, in room dining order and coordinating
guest requests during the shift.

7. Service Express Associate is responsible for handling external and internal calls from guests.
They are also responsible for wake-up calls, timely message, in room dining order and guest
requests, etc. All calls and requests will be handled in a courteous manner.

8. Service Express Runners assist the Service Express Associate to deliver all requests on time.

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 They also assist the Concierge delivering items.

9. The Chief Concierge is responsible for all Concierge service, bell service, Doorman, Drivers
and Airport Representatives. Chief Concierge provides detailed and accurate information to
guests and other departments on a wide variety of services and facilities.

10. Asstt. Concierge supervises and delegates duties to Bellman, Doorman, Driver and Airport
Representative. Asstt. Concierge is also responsible for all activities during the shift.

11. Doorman meets and greets all guests on arrival at the hotel, handles requests for taxis and
keeps the driveway clear.

12. The Bellman escorts the guest to the Reception for registration. Deliver guest baggages. The
Bellman also delivers items to various departments and offers directions and information
about the Hotel.

13. Airport Representative welcomes/bids farewell to arriving and departing guests of the hotel in
a warm, friendly and courteous manner at the airport and assists arriving and departing guests
at the airport with luggage, transportation and airport related requests

14. Hotel Drivers provide transportation service to guest in cars and shuttle bus.

15. Business Centre Supervisor is responsible for the Business Centre daily operation and
services, including secretarial assistance, meeting rooms rental, translation etc.

16. Business Center Associates is strong in the English language to assist overseas guests with
translations and other business related requests, and fully knowledgeable of relevant software
and equipment. Private workstations and offices can be rented by the hour. The Business
Centre services are offered to both hotel guests and non-residents with same, high
professionalism.