HOTEL MANAGEMENT

EL
GROUP 5
MEET OUR TEAM
Name of Group :

1. Noviana Gita Ayu W. 16420049

2. Risky Yasa S. 16420051

3. Taufiq Rachma K. 16420053

4. Refonita Bella P. 16420064

5. Vara Dika Maharani 16420071

6. Suprihati Ningsih 16420073

7. Isnaeni Nur S. 16420074

 ACCOMODATION
Of HOTEL
 HOTEL MANAGEMENT
Corporate Owner
MAJOR RESPONSIBILITIES AND DUTIES:

• GIVE DIRECTION

• TAKE IMPORTANT DECISIONS

• MANY CONNECTIONS
General
Manager MAJOR RESPONSIBILITIES AND DUTIES:
• REGULATE
• SUPERVISING
• ASSESS & CHECK
• PLAN & PROVIDE
HOTEL MANAGEMENT
Assisstant General
Manager MAJOR RESPONSIBILITIES AND DUTIES :
1. Run the command
2. Responsible to the General Manager.
3. Submitting reports are made by Managers.
4. Take over the General Manager's duties at times when the General Manager is
unable to attend.
HOTEL MANAGEMENT
Athletic Director
MAJOR RESPONSIBILITIES AND DUTIES:

As an administrator, an AD generally does not work directly with

student athletes but is responsible for overseeing all the details
relating to the athletic department that are functioning smoothly.

Life Guard MAJOR RESPONSIBILITIES AND DUTIES:

1. Prevent accidents.
2. Make a report.
3. Providing education / understanding of do / don'ts with reasonable
reasons.
4. Save.
 HOTEL MANAGEMENT
Recreation Director MAJOR RESPONSIBILITIES AND DUTIES:
1. Keep an eye on recreational and entertainment options available to
guests.
2. Ensuring facilities are maintained,
3. Employ,
4. Plan activities and entertainment,

Room Attendant
MAJOR RESPONSIBILITIES AND DUTIES:

1. Manage the room for which he is responsible.

2. Serving guest.

3. Cooperating with fellow room attendants and other sections

HOTEL MANAGEMENT
Garage Manager
Position responsible for managing ,coordinating, and maintaining the
operations of an inhouse administered parking facility in an efficient and
courteous manner in accordance with all Parking Authority guidelines and
standards.

EXECUTIVE MANAGER

An executive manager definites the vision and goals of his department ,or
the hotel. He does this by implementing policies ,procedures ,and
estabilishing budgets.
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ASSISTANT HOUSEKEEPER
she supervises and coordinates activities of room attendant,house attendant,public area cleaners
and floor supervisors.

LAUNDRY SUPERVISOR
As a Linen Room / Laundry supervisor ,she is responsible to oversee the
team of Linen and uniform attendants towards achieving the operational
objectives while ensuring that the hotels operational standards are met.

GUEST ROOM SUPERVISOR

As Room supervisors manage specific areas such as the dining room
or linen room.
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Hotel Laundry
Attendant Position responsible for insuring that all areas of the hotel are
kept properly stocked with clean linens,as well as cleanliness of
the hotel.

Maids

Perform any combination of light cleaning duties to

maintain private households or commercial.
 HOTEL MANAGEMENT
Houseman MAJOR RESPONSIBILITIES AND DUTIES:
1. CLEAN all Utility areas
2. PRESERVE every equipment
3. Disposing of garbage in each astray and standing astray in place.
4. REPORT all damage, loss, improper events to the HK Supervisor or
his supervisor.
5. PLANNING AND IMPLEMENTING
6. PREPARE AND PROVIDE
7. Cooperate well with colleagues in the HK Department and other
departments.
Plant Engineer
DUTIES:
1. MAINTENANCE AND REPAIR OF all installations, machine tools, buildings and other hotel facilities.
2. ENERGY SAVING in using all necessities.
3. HANDLING tools, machines and other installations that use electricity, gas and water, general work such as
painting, etc.
4. PREVENTION of installations, machinery, tools and buildings against fire hazards and all dangerous
situations.
5. PROVIDE regular water, gas and electricity requirements and report them.
 HOTEL MANAGEMENT

DUTIES:
1. PREPARING REPORTS FOR
2. OBTAIN INFORMATION
3. MANAGING

HRD MANAGER
TASK:
1. Responsible for MANAGING and DEVELOPING human resources
2. Creating an effective and efficient HR system, for example by making
SOPs, job descriptions, training and system development etc.
3. Selection, promotion, transfer and demotion of employees that are
deemed necessary, coaching activities, training and activities related to
the development of abilities, potential, mental, skills and knowledge of
employees in accordance with company standards.
 HOTEL MANAGEMENT
MARKETING AND SALES
DUTIES :
1. Responsible for marketing strategies that have been compiled, efficiency
and effectiveness of work in the Marketing Department, fostering good
relationships with consumers.
2. Have the authority to formulate company marketing policies & improve
work patterns in the Marketing Department.
ASSISTANT SALES MANAGER
DUTIES:

1. Responsible for product sales and distribution

2. Develop a good relationship with Designers, Contractors, Architects and Account Design
Consultants / Architectural Planners - Interior
HOTEL MANAGEMENT
BANQUET SALES DIRECTOR
DUTIES :
1.RESPONSIBLE for the banquet section he leads.
2. COORDINATE the entire staff under him and provide guidance regularly so
that the service is bailed to always satisfy guests.
3. STRENGTHENING RELATIONSHIP with F & B Managers, Public Relations
Managers, Sales Managers, Restaurant managers, Chief Engineering, Sous
Chefs, F & B Managers, Chief Security and Executive Housekeepers.
4. IMPLEMENT administrative tasks.
5. CHECKING the readiness of the task and all of its subordinates. Having to
pay attention and listen to complaints from guests and resolve problems that
must be solved.
6. OVERVIEW the operation of the banquet until it's finished
 HOTEL MANAGEMENT
MAJOR RESPONSBILITIES :
 Meet and beat individual daily, weekly and monthly revenue goals.
 Take part and facilitate the training, coaching, and development of retail associates while
utilizing the Stanton Optical Sales Process.
ASSISTANT SALES  Company standards and execution of Stanton Optical’s training programs.
 Follow up with customers, resolve customer issues and increase customer satisfaction.
MANAGER  Model customer service and promote sales whenever interacting with customers and
associates.
 Increase average tickets and decrease discounting.
 Communicate and execute Stanton Optical standards and directives to staff.
 Assume responsibility for other duties as developed.
DUTIES
Assistant Sales Manager are responsible for assisting with store management by
supervising and executing corporate plans and actions, creating a positive team
atmosphere and increasing sales by utilizing Stanton Optical’s “Sales Process.”
Assistant Sales Manager support the Management Team by providing overall
direction to the staff in terms of training and performance tracking while creating a
selling environment focused on customer service and achieving business results.
 HOTEL MANAGEMENT
DUTIES :
1. DESIGN AND DEVELOP hotel advertising strategies in accordance with
hotel policies & advertisements to promote hotels
2. OVERVIEW hotel advertising campaigns
ADVERSTISING 3. DO analysis of market behavior
DIRECTOR 4. FORMULATE sales targets.

MAJOR RESPONSIBILITIES :

1. Authorized to formulate a hotel marketing policy.

2. Authorized to decide room rates.
HOTEL MANAGEMENT
FRONT OFFICE MANAGER
DUTIES :

1. ARRANGING AND RIGHTING the tasks of his subordinates

2. MAKE A TRAINING PLAN for hotel employees
3. EVALUATE subordinate performance
4. CONTROL AND EXAMINATE room readiness
5. DESTROY the achievement of hotel occupancy to the maximum extent
possible
6. HANDLING GUEST COMPLAINTS that cannot be resolved by his
subordinates
7. MAKE A MONTHLY REPORT about the guest list, occupancy rate and profit /
loss in the front office
HOTEL MANAGEMENT
DUTIES :
1. PLANNING THE INTERNAL TRAINING PROGRAM to improve the competence of subordinates
2. TRAIN, MOTIVATE, AND DISCIPLINE subordinates in the reservation section
3. ANSWER ORAL OR WRITTEN all reservation requests for reservation of prices, and room
RESERVATION facilities
MANAGER 4. MAKE A DAILY REPORT concerning reservations
5. JOIN COOPERATION with travel agents, airlines, or other room booking sources
6. MAKE SCHEDULE OF RESERVOIR WORKERS
7. CHECK AND CONTROL all operational requirements in the reservation

MAJOR RESPONSIBILITIES :
1. Handle incoming room bookings and record special requests.
2. Responsible for overall room reservation operations, including confirming
room reservations, requesting special services, answering information from
prospective guests and establishing good communication with the sales and
marketing department.
HOTEL MANAGEMENT
DUTIES :
1. Set the duties of each bellboy
2. Receive and store guest items that are deposited at the concierge
3. Record and record every guest item that has been stored in the luggage room
4. Ensure the luggage room is clean and organized
BELL CAPTAIN 5. Controlling every item stored or still in the lobby has a clear ID / pass number
6. Direct all bellboys in each work shift

MAJOR RESPONSIBILITIES :
1.Responsible for items stored in the luggage room
2.Organize the duties of each bellboy
3.Prepare a trolley or goods vehicle to pick up the group bus
that will go to the hotel
HOTEL MANAGEMENT
BELL BOY
DUTIES:

1. Providing handling services for arriving luggage, moving rooms and guests
checking out, picking up and delivering guests from and to the station or
airfield, delivering guest messages
2. Provide assistance to guests
3. Take guests to the registration desk & guests to the room
4. Keeping the lobby clean and tidy
5. Report unusual occurrences
6. Warehousing / Handling guest luggage storage
7. Explain ways to use some of the facilities available in the room
HOTEL MANAGEMENT
ROOM ATTENDANT
DUTIES:
1. Manage rooms that are their responsibility. Starting from
accuracy, crafts and room quality.
2. Serving guests, meeting guests' needs so as to make guests feel
satisfied.
3. Cooperating with fellow room attendants and other sections at
the housepping department, even with the section in another
department.
HOTEL MANAGEMENT
CONCIERGE
DUTIES:
1. Providing handling services for guests arriving,
moving rooms, and guests checking out
2. Providing service for delivering letters & guest
messages
3. Carry out other tasks related to guest services
HOTEL MANAGEMENT
Front Desk Agents are the first line of communication for guests. The Front Desk is the
hub of all communication for the property. Front Desk Agents establish a welcoming
atmosphere from the minute a guest arrives at Tenaya Lodge. Front Desk Agents are
attentive and always willing to answer questions, resolve guest issues, communicate
guest needs to other departments, register guests, and resolve guest issues. Plus, you'll
DESK CLERK be expected to provide information to guests concerning rates, availability of rooms,
description of facilities and services and information about area attractions and
sightseeing opportunities.
Essential functions :
1. Create special experiences one guest at a time.
2. Follow all Delaware North Parks and Resorts Environmental greenpath,
guestpath, OSS, SERV, Code of Conduct, Core Values, Policies and
Procedures.
3. Greet, register, and assign rooms to guests.
4. Verify customers' credit, and establish how the customer will pay for the
accommodation.
HOTEL MANAGEMENT
a. Contact housekeeping or maintenance staff when guests report problems.

b. Assist guests with folios and charges during check out process, collect payments, and
make change for guests.

DESK CLERK c. Follow daily checklist's ensuring Front Desk tasks are completed.

d. Learn and use Springer Miller property management system, Microsoft Office
programs, and hotsos.

e. Relieve PBX operator for breaks and/or days off as directed by supervisor.

f. Make and confirm reservations.

g. Date-stamp, sort, and rack incoming mail and messages.

h. Review accounts and charges with guests during the check-out process.
 HOTEL MANAGEMENT
SWITCHBOARD
1. Officers at the Front Office Department responsible for handling telephone connections, both in and out of the hotel.
In detail the tasks of the telephone opeator are as follows:
2. Operate the switchboard correctly
3. Maintain cleanliness of the switchboard / workplace
4. Serving local, long distance, international connection
5. Serving facsimile delivery from hotel management
6. Serving guests request to be woken up at certain times
7. Implement hotel rules in case of fire
8. Recording and relaying messages from guests
9. Caring for and maintaining the telephone directory keeps up to date
10. Create a facsimile delivery account
11. Serving video playback for guests
12. Carry out hotel rules when getting a bomb threat over the phone
13. Create long-distance and international calls
 HOTEL MANAGEMENT
NIGHT AUDITOR
Night audit is a part of front office department and accounting responsible for returning front office acounting working result
and working work / transaction with making summary of daily daily report to management and doing close the day.
Duties and night audit responsibilities
1. Memposting cost of rooms and taxes
2. Processing all vouchers and credit cards
3. Posting all transactions for guest purchases that focused by foc
4. Transfering payment and deposit to the master account
5. Checking and regarding all accounts that have been diposting and returning it
6. Monitoring the most conditions of coupon-coupons, discounts, & other promotion programs.
7. Regarding room profits, percentage of room levels, and other front office statistics
8. Preparing the summary obtained in the form of cash and credits
9. Make summary of the operational report on management
10. Understand and understand with true auditing principles, balancing, and closure of transactions
11. Master supply tools
12. Understand and know the check check in and check out guests
 HOTEL MANAGEMENT
NIGHT AUDIT REPORTS
1. D. Card
2. Room sales recapitulation 1
3. Room sales recapitulation 2
4. Guest in the house
5. Expected arrival list
6. Expected departure list
7. Analysis of reservation & wig
8. Rate structure
9. Daily arrival list
10. Daily departure list
HOTEL MANAGEMENT

NIGHT AUDIT REPORTS

11. Occupied room

12. House count sheet
13. Guest arrival by residance
14. Night audit report
15. Guest ledger
16. City occupancy report
17. House count information
HOTEL MANAGEMENT

SECURITY DIRECTOR

Is the department responsible for maintaining and managing

the security of the hotel as well as to safeguard the entire area
of the Hotel and participate monitor the guest rooms, especially inhabited
in order to avoid the things that are not desirable and monitor the entry of guests
in the hotel room and supervise the suspicious guests . In addition,
the security must also check the hotel employees "body checking" either during work
or home work. The presence of security will make guests feel safe in staying at the
hotel.
HOTEL MANAGEMENT
Search for, respond to and handle any security problems, issues, concerns and disaster
emergency situations in accordance with all policies, procedures and regulations to
ensure the safety and security of the hotel's assets, guests, and employees.
ESSENTIAL DUTIES/RESPONSIBILITIES :
Patrol all areas of the hotel property including outside parking lots. Note, search for, handle and
GUARDS report any unusual circumstances, safety violations, car theft, destruction and/or suspicious or
undersirable persons and escort off property, if necessary.
Document a concise security report on a daily log including incidents of theft, accidents and
safety violations.

Complete the necessary security forms to document losses of property or personal

injury to guest or employee.
Maintain familiarity of all hotel disaster and emergency policies, procedures and
regulations; respond immediately to emergency alarms or calls for help, determine
course of action, notify appropriate authorities and perform first aid and CPR as
needed.
Conduct investigations of security incidents.
Enforce the 'No Solicitation Policy' of the hotel.
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GIFTS SHOP MANAGER

The Jobs of Gift Shop Manager :

1. Sales oriented shop manager.
2. Merchandising & marketing.
3. Employee relation & retention.
HOTEL MANAGEMENT

STAFF
The Jobs of Staff Gift Shop Manager :
1. Receiving spot checking.
2. Response quickly.
3. Attract customers.
 FOOD AND
BEVERAGE of

HOTEL
HOTEL MANAGEMENT

FOOD AND BEVERAGES DIRECTOR

The Jobs of F&B Director :

1. Coordinate the activities and operations of the F&B Service
2. Responsible and supervise all F&B Service activities
3. Dealing with problems that can not be overcome by subordinates
4. Develop work plans and train subordinates
HOTEL MANAGEMENT

ASSISTANT FOOD & BEVERAGE

MANAGER

The Jobs of Assistant F&B :

1. Create a work program for a year (training, budgeting, income, etc)
2. Create service flow (General Service Procedure, Standard Operating Procedure
and Specification Task Breakdown)
3. Supervise the implementation of the program
HOTEL MANAGEMENT

RESTAURANT & BAR MANAGER

The Jobs of Restaurant&Bar Manager :

1. Leading the breafing with subordinates when it will begin operations.
2. Ensure the cleanliness and safety of the restaurant.
3. Ensuring supplies of equipment and supplies through inventory.
4. Maintain product quality and service quality.
HOTEL MANAGEMENT

HEAD WAITER

The Job of Head Waitres.

Responsible to Restaurant Manager for smooth operation at a
restaurant.
 HOTEL MANAGEMENT
The main function :
As a deputy supervisor who assists supervisors in handling operations.
The duty portion of the captain waiter is 70% operational and 30%
administration. For that, the captain waiter is certainly more in operation than
ASSISTANT (HEAD being in the office to do administration.
WAITER CAPTAIN) A captain waiter must be able to provide examples or examples for all the
crew below. With the example given by the captain waiter, all crew members
will be more enthusiastic in carrying out their duties and functions in the
restaurant.

Captain? Responsible to the Head Waiter for the station in the restaurant,
responsible for serving guests in certain cases such as taking guest orders,
serving wine, flaming, carving.
 HOTEL MANAGEMENT
Main task :
Serving guest.
Responsible for restaurant preparation before opening.
WAITER/WAITRESS

Task details:
Complete all equipment that will be used in operations, such as
chinawares, silverwares, glasswares, and others.
Maintain work environment, safety and work safety in accordance
with the SOP or operating system procedures that apply.
 HOTEL MANAGEMENT

Bartenders are people who are experts in the beverage field or people
CHIEF BARTENDER who work in bars and are experts in making mixed drinks

DUTIES:
Creating new recipes.
Can calculate the selling price (cost) needed and create a special
attraction for the drink.
Making drinks in accordance with guest orders and must be in
accordance with Company standards and provide satisfaction to guests
as much as possible.
 HOTEL MANAGEMENT

The food and beverage department responsible for food and beverage
services in the room. Basically the room service function is the same and
ROOM SERVICE
ORDER TAKER in line with the restaurant and bar. Restaurant and bar sell and serve
food and drinks at a restaurant or bar, while room service is in hotel
rooms.

DUTIES:

Take order taking the order.

Setting up presents in the room.
Take back the equipment that has been used in the room.
THANKYOU
TH