Front office operations
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The document defines key terms related to front office operations and provides organizational charts and descriptions of different property types. It also outlines physical projection and qualifications for front office staff.
Front office operations
- 3. Definitions: suites;hotel;resort;penssionne house SUITES-a level of service provided by a hotel for a guest who desires at-home serviceHOTEL- a commercial establishment offering lodging to travelers and sometimes to permanent residents, and often having restaurants, meeting rooms, stores, etc., that are available to the general public. RESORT- a place to which people frequently or generally go for relaxation or pleasure, esp. one providing rest and recreation facilities for vacationersPENSSIONNE HOUSE-a place used for relaxation or recreation, attracting visitors for holidays or vacations
- 4. Competenciesit is a standardized requirement for an individual to properly perform a specific jobAbilitiesTreatsCharacteristics
- 5. Abilitiespower or capacity to do or act physically, mentally, legally, morally, financially, etc. Traitsa distinguishing characteristic or quality, esp. of one'spersonal natureCharacteristicsa distinguishing feature or quality
- 6. QUALIFICATIONS– a condition or circumstance that must be met or complied with
- 7. General ManagerAuthoritarian (autocratic)Delegative (free reign)Participative (democratic)
- 9. Physical Projection1. Grooming and HygieneMALE Hair should be cut close
- 10. Not spotless uniform; well ironed
- 11. Tidy nails
- 12. Guard against body odor
- 13. Close shave
- 14. Clean teeth FEMALEConsider tie hair
- 15. Stockings
- 16. Light and proper make-up
- 17. Unexcessive jewelry2. Basic Etiquettes‘Smile and attend to guest; acknowledge their presence
- 18. Recognized guest : use their names
- 19. Welcome the guest as if they in their own home .3. EYE CONTACTIntimidating
- 20. Involvement
- 21. Attitude
- 22. Skill
- 23. Knowledge4. OrderlinessKeep forms arranged
- 24. Pens must be in holders
- 25. Keep counter tops free from articles
- 26. Computers must always be ready
- 27. Designs must be all set
- 28. Registration form should be in order 5. AttitudeComes from with in
- 29. The enthusiasm of taking his or her wok
- 30. Cooperative
- 31. Initiative
- 32. Salesmanship
- 33. honestySelf disciplineUpdates oneself continuously with the house rules and regulation
- 34. Proper behavior brings reputation to your self, recognition and better person
- 36. Improve skills CourtesyShould be inherit in one`s nature and a sign of one`s desireMental state of mind
- 37. Corporate OwnerExec. SecretaryGeneral ManagerControllerClerksAssistant General ManagerSecretary managerGift Shop ManagerAdvertising DirectoryMarketing and Sales DirectorPlant EngineerGarage ManagerHuman Resource ManagerRecreation DirectorP.M. Crew LeaderA.M. Crew LeaderAttendantStaff Guard Admin. AdministratorConference Sales DirectorCorporate Sales DirectorLifeguard CrewCrewAttendant Banquet Sales DirectorExec . Housekeeping Ass. Sales MgrFront Office ManagerAsst. HousekeepingAsst. Front office ManagerConciergeLaundry SupervisorReservation ManagerGuest Room SupervisorBell CaptainDesk ClerkSwitchboardMaidsHousemenNight auditorAttendantFloor Spv.HousemenMaids
- 38. Food and Beverage DirectorASST. Food and Beverage Mgr.Bar Mgr.Steward Banquet ManagerDining Room SupervisorExec. ChefWait StaffBartender Sous ChefAsst. Banquet MgrA. M. Shift Supv.P. M. Shift Supv.Pastry Garde-mangerAsst.HostHost Asst.Wait StaffSetup CrewCashierCashier Asst. CooksBar StaffWait StaffWait StaffSanitation CrewBus StaffBus StaffRoom ServiceRoom Service
- 39. Front Office Manager SecretaryFront Office ManagerAssistant ManagerGuest Relation OfficerTelephone SupervisorReception SupervisorReservationManagerChief ConciergeAirport SupervisorAssistant Chief ConciergeAssistant Reception SupervisorReservation SupervisorAssistant Telephone SupervisorReservation ClerkSenior ReceptionTelephone OperatorAirport RepresentativeConciergeValetParkingattendantReceptionBell BoyFRONT OFFICE ORGANIZATIONAL CHART
- 40. Corporate OwnerGeneral ManagerAssistant General ManagerFront Office MangerTelephone OperatorConcierge Night AuditorReservations MangerDesk ClerkFront Office
- 41. Corporate OwnerGeneral ManagerHousekeeper Controller Maintenance/GroundskeeperFront Office ManagerMaids Night ManagerRestaurant ManagerHousemen Pool MgrHost Cook Desk ClerkWait StaffPantryBus StaffDishwasher Full Service Hotel
- 42. Small limited-serving lodgeCorporate owner Front Office ManagerHousekeeper General ManagerHousemen Maids Desk ClerkNight AuditorMaintenance Manager
- 43. Standard Size HotelCorporate OwnerGeneral ManagerFront Office ManagerDesk ClerkNight Auditor
- 44. Front Office Manager SecretaryFront Office Manager(Guest Relation Officer)Telephone SupervisorReception SupervisorReservationManagerConciergeAssistant Reception SupervisorReservation SupervisorAssistant Telephone SupervisorPensioned House
- 45. Front Office Manager SecretaryFront Office ManagerAssistant ManagerGuest Relation OfficerTelephone SupervisorReception SupervisorReservationManagerChief ConciergeAirport SupervisorAssistant Chief ConciergeAssistant Reception SupervisorReservation SupervisorAssistant Telephone SupervisorReservation ClerkSenior ReceptionTelephone OperatorAirport RepresentativeConciergeValetParkingattendantReceptionBell BoyResort
- 46. SUITES (deluxe). Rooms & Suites Shangri-La's Mactan Resort and Spa offers a selection of room types which feature a range of amenities in addition to a level of service that goes the extra distance. It is this Shangri-La standard for service excellence that separates Shangri-La's Mactan Resort and Spa from other Cebu resorts.
- 47. Imperial Palace
- 49. Resort (standard, deluxe,first class economy)
- 52. Build a database I: Design tables for a new Access database