FIRST CITY PROVIDENTIAL COLLEGE

FRONT OFFICE
DUTIES AND
RESPONSIBILITIES

Anne Michelle J. Naig

CHECK-IN AT MANILA HOTEL
FLOATING RESTAURANT
HOTEL ELIZABETH - BAGUIO
MANOURE HOTEL - BAGUIO
EMPLOYEES
ORGANIZATION OF THE HOTEL
IS RUN BY:

General Manager

Executive Committee
MAJOR DEPARTMENTS IN
HOTEL:

 Rooms Division Director

 F and B Director
 Sales and Marketing Director
 Human Resources Director
 Financial Controller
 Chief Engineer
A) GENERAL MANAGER
- RESPONSIBLE FOR THE OVER-ALL PERFORMANCE OF THE HOTEL EMPLOYEES

Duties:
 L Leader of the hotel

 A Accountable for the hotels profitability

Visible in lobby and F and B outlets at peak time

 V
Meet and greet VIP guests
 M
Keep guest satisfied
 K
Keep employees Happy
 K
THREE TYPES OF A LEADER

Authoritative
Leader

Democratic
Leader

Laissez -
Faire
QUALITIES OF A SUCCESSFUL G.M.
 Follow through getting the job done
 L eadership
 A ttention to details
 P atience
 People skills
 A bility to delegate effectively
B) EXECUTIVE ASSISTANT MANAGER

Other terms:
1. Resident Manager
2. Assistant Manager

Duties:
 Visible to staff and guest
 Supervision to other managers
 C) F AND B DIRECTOR
 Handles the intensive parts of;

Purchasing
Purchasing

Receiving
Purchasing

Storing
Purchasing

Preparing
Purchasing

Serving
Purchasing
REPORTING TO MANAGERS ARE
THE FOLLOWING;
1. Catering Manager

2. Convention Coordinator

3. Banquet Manager

4. Assistant F and B Director

5. Restaurant Manager

6. Bar manager
D) ROOMS DIVISION DIRECTOR

 Senior Supervisor

Duties:

 Check the daily sales

 Check the service in guestroom business

E)HUMAN DIRECTOR
Personnel Director
Duties:
 Staffing elements of the hotel
 Interviewing
 Selecting
 Recruiting
 Training
 Record-keeping
 Performance Reviews
 Labor relations
 Embracing collective
 Bargaining
 Grievance
 Disciplinary
F)SALES AND MARKETING DIRECTOR
 Generating new business in the hotel
 Handling promotion
- promotion
- advertising and
- organizing events
 G) CHIEF ENGINEER
 Repair and maintenance of the
physical plant

Air Conditioning
Purchasing Refrigerator
Purchasing

Heating
Purchasing Lights
Purchasing

Elevator Devices
Purchasing Purchasing
Fire Fighting equipment

Anything Mechanical
Purchasing
H) FINANCIAL CONTROLLER

- All accounting functions

1. Payroll
2. Banking
3. Internal Auditing
4. Various Control Function
 FRONT OFFICE MANAGER

FRONT RESERVATI CHIEF

CHIEF CHIEF
ONS BELL GUEST
OFFICE SUPERVISO
TELEPHONE AIRPORT
RELATION/C
CAPTAIN EXCHANGE ASSISTANCE
MANAGER R ONCIERGE

Door Conci
FRONT FRONT man FRONT FRONT erge
OFFICE OFFICE OFFICE OFFICE
MANAGER MANAGER Bell MANAGER MANAGER
Bus.
Boy Center
clerk
FRONT DESK CLERK
 Looks after the registration
of hotel guests
 Serves as communication and
information center
RESERVATION SECTION
 Handles reservations from
room bookings either through
the telephone or direct
personal contact.
BELL SERVICE
 Is responsible for escorting
guests during check in and
check out
 Attending to their luggage
TELEPHONE EXCHANGE
 Answering i9ncoming calls
 Receiving and disseminating
messages
 Giving information to callers
through the phone, placing and
receiving long distance and
overseas calls
 Screening calls and other related
matters
FRONT OFFICE CASHIERING
 Responsible for the
settlement of guest bill
CONCIERGE/GUEST RELATION
ASSISTANCE
 Attends to any kind of guest
assistance like tour and
travel assistance
 Confirmation of tickets and
other services.
AIRPORT/TRANSPORT
ASSISTANCE
 Handles the transport of the
guests to and from the
airport or other transport
terminal
BUSINESS CENTER
 Handles transactions in the
business center including;
a. Computer services
b. Fax
c. E-mail
d. Xerox
e. Souvenir items
f. Etc.