TASK PERFORMANCE

QUALITY SERVICE MANAGEMENT

Members:
Zandro Gabriel Agapin
Daniela Jirah Bendol
Yna Buerom
Trisha Mae Magante
Richelle Panid
Wenvie Shane Santillana

Submitted to:
Mr. Reymark Barbas
 Background of the company and its goal. (or mission/vision)

Unwind Hotel and Resort

Unwind Hotel and Resort is beautifully situated 1,000 feet above sea level and has breathtaking view of
Taal lake Tagaytay Region and Mount Makulot. A perfect place of all types of target markets and events such as
family reunion, team buildings, weddings, and other private gathering. Definitely an ultimate one stop spot to
spend a night or two. Relax in a peaceful surrounding while enjoying our amenities.

Mission – Our mission is to provide outstanding and good services in the regional while providing a good place,
hospitality professionals with dynamic management and leadership skills industry experience.

Vision- Our vision is to spread Hospitality’s love and to put hospitality services on the highest level in order to
satisfy the demand and expectation of guest.

 The main duties of the staffs

 General Manager (GM)
- S/He deals directly with ownership through the chief executive officer (CEO) or indirectly
through the layers of corporate titles (e.g., vice-president for operations, regional director for
marketing, etc.) of the hotel. S/He assumes full responsibilities for the overall performance (financial,
environmental, and strategic viewpoint) of the hotel.
 Resident Manager
-Also called the hotel manager or house manager, s/he is responsible for the daily operations
and management of the hotel. S/He directly reports to the GM.
 Front Desk
-Also called reception, this section manages the inflow and outflow of guests and is the point
where information is disseminated to guests and other hotel employees.
 Reservations
- Also referred to as transient room sales, this sub-unit maximizes room revenue by booking
individual reservations in conjunction with group sales.
 Private Branch Exchange (PBX)
- Also called switchboard, this section handles all guest phone calls. And its corresponding
charges, takes messages for guests, makes personal wake-up calls (when requested), and handles all
incoming and outgoing mails.
 Front office manager (FOM)
-is the department head who is responsible for a large portion of the most visible aspect of a
hotel's day-to-day operation. S/He directs the daily activities of the front desk and uniformed services.
  Reservations Manager or Supervisor
- organizes staff duty rosters and makes decisions on whether and which bookings should be
accepted based on the hotel's occupancy. Reservations Staff or Clerk takes incoming calls for
accommodation reservations and inquiries, keeps accurate room inventory, and coordinates with the
marketing and sales department closely for promos and vouchers.
 Doorperson
- also referred to as door attendant or lobby greeter; greets arriving guests, helps them from
their vehicles into the lobby, and hails taxis on request.
 Valet Attendant
- parks and retrieves cars on behalf of the availing guests. Valet parking can be free of charge
depending on the guest's arrangements with the hotel.
 Parking Attendant
- manages the entry and exit of the hotel's parking garage.
 Bell Staff
- helps guests with their luggage into and out of their rooms.
 Elevator Operator
- manually operates the elevator and guides guests by giving directions and instructions about
hotel floors and facilities. This position is fading in most hotels nowadays, except for a few old or luxury
hotels, since the usage of self-operated elevators.
 Private Branch Exchange (PBX) Operator
- also referred to as switchboard operator; manages the smooth execution of all internal and
external phone calls.

 The company’s expectation

Have a positive attitude.

Availability in the world 24/7 active the acceptable standard has been raised.

Greet each customer by their first time.

Respond to every customer inquiry within 60 minutes.

Make each guest feel they are most important.

Be as transparent as possible.