English For Hotel

Mec i J uliant i /2215244

  Introduction

The ter m front office is certainly familiar to the

world of hospitality. The front office is also often
called the guest service area. Meanwhile, those on
duty there can be called guest service agents or front
liners.
  Front Office???

The front office is the central p a r t that

works as the heart of all guest activities
at the hotel, handling the check-in and
checkout processes.
The front office has the responsibility to
generate income for the company and is at
the forefront of providing the best service
to visitors.
  Front Office Job

1. Handling the arrival of guests for hotel

reservations and also those who have
madeprevious reservations.
2. Responsible for all questions and complaints
from guests.
3. Serve as a liaison between guests and other
4 . d ep artmen tsin the hotel.
5 . Pr ep a r e h o tel r o o m s t a t u s r e p o r t s clearly
r e g a r d i n g r o o m s t a t u s availability.
6 . R e c o r d all financial t r a n s a c t i o n s f r o m h o t e l
guests.
7 . C o mp i l e g u e s t v i s i t h i s t o r y.
8. Responsible for heandling luggage
 Front Office Manager

1. Select, place, train and rotate front office employees.

2. joked that all the staff in the front office mastered the
hotel's computer system, telephone reception etiquette
and hotel operational standards.
3. Maintain work harmony with sales and marketing
regarding room prices
4. Welcome VIP guests
5. Receive guest complaints that cannot be resolved by
their subordinates
  Asst. Front Office Manager

1. Assist the Front Office Manager in terms of control and

administration.
2. Create a work schedule for Duty Manager, Receptionist,
Telephone Operator, GRO and concierge.
3. Monitor operations in the front office
4. Direct and supervise the work of reception and
concierge.
  Duty Manager
1. Assist the Front Office Manager and Assistant FOM in
carrying out operational tasks in the front office.
2. Support the smooth check-in and check-out process at
the front office.
3. Handle guest and staff difficulties at the front desk
4. Control operations around the front office including the
lobby, restaurant, bar, lounge corridor and living room.
5. Make reports every shift regarding findings and incidents
during working hours.
6. Welcome VIP guests together with Front Office Manage.
 Executive Lounge Manager

1. Ensure that reports and correspondence for the

department are completed appropriately and
thoroughly
2. Ensure that the schedule has been set well
3. Ensure that guest data is always updated
4. Supervise and order supplies on the executive floor
5. Assist in building an efficient team by paying
attention to welfare, safety, training and staff
development
  Front Desk Supervisor

1. Directs guest reception operational tasks at the front

office.
2. Handle guest complaints that cannot be resolved by the
Front Desk Agent.
3. Approving guest paid out transactions for a certain
amount.
4. Give approval for the use of housebank by the Front
Desk Agent.
  Chief Concierge
1. Ensure that all staff in the concierge section receive
training on hotel systems, telephone etiquette,
appearance standards and hotel philosophy.
2. Provide training to staff regarding: luggage handling
procedures for VIP guests and groups, as well as
handling guest complaints
3. Implement the company's vision and mission
4. Providing city maps, arranging reservations for plane
tickets and land and sea transportation, as a provider of
information about recreational, social and religious
activities.
 Bussines Centre Supervisor

1. Supervise staff to ensure maximum guest

satisfaction through self-respect and warm,
appropriate attention.
2. Organize and provide good direction for overall
and daily implementation and administration for
all parts of the business center.
3. Provide an assessment of the appearance,
discipline and efficiency of all employees under
his supervision and take the initiative to take
action if necessary.
  Bell Captain
1. Organize each Bellboy's duties
2. Receive and store guest items entrusted to the
concierge
3. Record and book every guest item that has been
stored in the luggage room.
4. Ensure the luggage room is clean and orderly
5. Control that every item that is stored or is still in
the lobby has a clear identification tag/item number
pass.
Documentation
Thank you