JOB DESCRIPTION & JOB SPECIFICATION, JOB DESCRIPTION, JOB SPECIFICATION, JOB ANALYSIS,

4. JOB DESCRIPTION
It specifies the parameters within which a job is to be performed
in an organization; it is thus a guide to any employee recruited for
a particular job. These parameters not only include the duties &
responsibilities of a particular job but also the working hours,
reporting relationship and co ordination with other departments.
Job description is the foundation for the management to set
standard for performance within the organization. J. D. also acts
as a legal document for any kind of disputes arising out of lack of
role clarification and at the same time protects an employee from
an unreasonable supervisor.

6. JOB SPECIFICATION
It is the personal quality and skills needed in an
employee to successfully perform the task of a
work position. Job specification evolves factors
like education, physical skills & communication
ability in an employee.

7. JOB DESCRIPTION
AND
JOB SPECIFICATION
OF
FRONT OFFICE STAFF

8. FRONT OFFICE MANAGER
RESPONSIBLE TO: General Manager,
RESPONSIBLE for: All asst. managers and the staff
working in the front office department,
JOB SPECIFICATION: Three years degree or diploma in
hotel management, or a graduate with an MBA degree,
At least 7 years of experience as an asst. manager in the
front office department in a large hotel,
Having a pleasing personality with good command over
English language, knowledge of a foreign language
preferred.

9. Duties & Responsibilities
He directs and coordinates the activities of the front office
department, which includes dept. like, front
desk, lobby, reservation, bell desk, telephones,
He is responsible to ensure the proper upkeep, staff
cleanness, punctuality and efficiency by his staff in his
department,
Ensures that each and every guest is provided with
smooth, efficient, courteous and personalized service by his
staff,
He prepares the duty chart for his staff and also sanctions
weekly offs, an leaves to his subordinates,

10. Duties & Responsibilities
He checks the functioning of various records, racks,
intimations, arrival list, room position,
He deals with complaints against his staff and other
complaints of his guest,
He is responsible for making decisions at times of unusual
events such as death, fire, theft,
Prepares report to the management about the anticipated rooms
occupancy, reservation patterns, expected check-in and check-
out,
Responsible along with the personal department, for the
employment and training of staff

11. ASSISTANT MANAGER RESERVATION
RESPONSIBLE TO: front office manager,
RESPONSIBLE FOR: lobby manager, front office
supervisor,
JOB SPECIFICATION: Three years degree or diploma in
hotel management, or a
Graduate with an MBA degree,
At least 5 years of experience as a front office supervisor in
the front office department in a leading hotel,
Having a pleasing personality with good command over
English language, knowledge of a foreign language
preferred.

12. Duties & Responsibilities
 To keep trace of all room reservations, groups, crew, FIT, and others,
 He prepares monthly reports, ten day forecast and materialization reports,
 Sets booking levels and closes out dates if fully booked after approval from
front office manager,
 Updates the perpetual year planner according to room position,
 Prepares the room status report, forecast report and mail it to all the hotels
and reservation offices to the chain,
 Liaises with asst. manager group, for all group details,
 Process all reservations in the normal way,
 Provides on the job training and prepares training schedules of all new
recruits,
 Assign responsibilities to his staff and monitors their performance,

13. Duties & Responsibilities
 Prepares replies to all incoming mails,
 Keeps himself up-to-date with all the reports,
 Ensures that his staff refer to guest history before creating a new folio
on the computer,
 Ensures that the corporate account number is recorded on the folio to
help monitor quantum of business generated through these companies,
 Keep control on all suites and their availability,
 Keep a record of various sources of business and monitors booking
received from the world wide sales office and hotels,
 Ensures that his staff answers phones promptly and use the laid down
procedures,
 Handles all bookings for hotels world wide,
 Ensures that reservation staff make every effort to up sell suites,
 Updates all special screens on the computer and creates new ones if
necessary,

14. FRONT OFFICE SUPERVISOR
RESPONSIBLE TO: asst. manager front office,
RESPONSIBLE FOR: front office asst.
JOB SPECIFICATION: three years degree or diploma
in hotel management with at least 5 years as a front
office asst. in a leading hotel
Having a pleasing personality with good command over
English language, knowledge of a foreign language
prefer

15. Duties & Responsibilities
 Checks statistical data on days proceedings as regards to room revenue and
reports,
 Prepares budgets/three monthly outlook report,
 Prepares monthly statistic with regards to:
 Complimentary rooms,
 Regional room nights,
 Monthly to ministry of tourism,
 Ensure that al the staff reports on time with proper uniform and are properly
groomed,
 Brief staff to ensure maximum efficiency,
 Check if any repeat guest/ VIP has checked in as walk-in see that proper status is
given to him to ensure personalized services are provided to that guest,
 Check that proper room position is calculated and give the “pick up” room figures
to reservation in charge,

16. Duties & Responsibilities
 Check and sign the log book and take follow up action,
 Check reservation for the day with correspondence to ensure proper instructions
are noted on the Whitney slip such as rates, special request, billing instructions
etc.,
 Check the arrival rack for the day and leave instructions on the reservation slip,
 Ensures that no room keys are missing to prevent security risk,
 Meet and greet all guest s on arrival and ensures proper rooming,
 Train staff on existing/new policies and procedures laid down by the
management,
 Ensures next days correspondence/arrival rack are tallied and leave appropriate
instructions, so that the task are attended to,
 Ensures that all gadgets in the front office are in working order to ensures
smooth operation in the department.