1.

Directly supervises all front office personnel and ensures proper completion of all front
office duties. Directs and coordinates the activities of the front desk, reservations, guest
services, and telephone areas. DUTIES Participates in the selection of front office
personnel; Trains, cross-trains, and retrains all front office personnel; Schedule the front
office staff; Supervises workloads during shifts; Evaluates the job performance of each
front office employee; Maintains working relationships and communicates with all
departments; Maintains master key control; Verifies that accurate room status information
is maintained and properly communicated; Resolves guest problems quickly, efficiently,
and courteously; Update group information. Maintains, monitors, and prepares group
requirements. Relays information to appropriate personnel; Reviews and completes credit
limit report; Works within the allotted budget for the front office; Receives information from
the previous shift manager and passes on pertinent details to the oncoming manager;
Checks cashiers in and out and verifies banks and deposits at the end of each shift;
Enforces all cash-handling, check-cashing, and credit policies; Conducts regularly scheduled
meetings of front office personnel; Wears the proper uniform at all times. Requires all front
office employees to wear proper uniforms at all times; Upholds the hotel's commitment to
hospitality. EDUCATION - Minimum of two-year college degree. Must be able to speak,
read, write, and understand the primary language(s) used in the workplace. Must be able
to speak and understand the primary language(s) used by guests who visit the workplace.
EXPERIENCE - Minimum of one year of hotel front desk supervisory experience, experience
handling cash, accounting procedures, and general administrative tasks. PHYSICAL -
Requires fingering, grasping, writing, standing, sitting, walking, repetitive motions, verbal
communications, and visual acuity.
2. Represents the hotel to the guest throughout all stages of the guest's stay. Determines
a guest's reservation status and identifies how long the guest will stay. Helps guests
complete registration cards and then assigns rooms, accommodating special requests
whenever possible. Verifies the guest's method of payment and follows established credit-
checking procedures. Places guest and room information in the appropriate front desk
racks and communicates this information to the appropriate hotel personnel. Works closely
with the housekeeping department in keeping room status reports up to date and
coordinates requests for maintenance and repair work. Maintains guest room key storage,
and maintains and supervises, access to safe deposit boxes. Must be sales-minded.
Presents options and alternatives to guests and offers assistance in making choices.
Knows the location and types of available rooms as well as the activities and services of
the property. DUTIES - Registers guests and assigns rooms. Accommodates special
requests whenever possible; Assists in preregistration and blocking of rooms for
reservations; Thoroughly understands and adheres to proper credit, check-cashing, and
cash-handling policies and procedures; Understands room status and room status
tracking; Knows room locations, types of rooms available, and room rates; Uses
suggestive selling techniques to sell rooms and to promote other services of the hotel;
Coordinates room status updates with the housekeeping department by notifying
housekeeping of all check-outs, late check-outs, early check-ins, special requests, and
part-day rooms; Possesses a working knowledge of the reservations department. Takes
same day reservations and future reservations when necessary. Knows cancellation
procedures; Files room keys; Knows how to use front office equipment; Processes guest
check-outs; Posts and files all charges to guest, master, and city ledger accounts; Follows
procedures for issuing and closing safe deposit boxes used by guests; Uses proper
telephone etiquette; Uses proper mail, package, and message handling procedures;
Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and
meetings taking place in the hotel; Attends department meetings; Coordinates guest room
maintenance work with the engineering and maintenance division; Reports any unusual
occurrences or requests to the manager or assistant manager; Knows all safety and
emergency procedures. Is aware of accident prevention policies.; Maintains the
cleanliness and neatness of the front desk area; Understands that business demands
sometimes make it necessary to move employees from their accustomed shift to other
shifts. EDUCATION High school graduate or equivalent. EXPERIENCE Previous
hotel-related experience desired. PHYSICAL Requires fingering, grasping, writing,
standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion
have to lift and carry up to 40 pounds.
3. Responds to communications from guests, travel agents, and referral networks
concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central
reservation system. Creates and maintains reservation records-usually by date of arrival
and alphabetical listing. Prepares letters of confirmation and promptly processes any
cancellations and modifications. Tracks future room availabilities on the basis of
reservations, and helps develop forecasts for room revenue and occupancy. Additional
duties may include preparing the list of expected arrivals for the front office, assisting in
preregistration activities when appropriate, and processing advance reservation deposits.
Knows the types of rooms the hotel has as well as their location and layout. Knows of all
hotel package plans-meaning, status, rates, and benefits. DUTIES - Processes
reservations by mail, telephone, telex cable, fax, or central reservation systems referral;
Processes reservations from the sales office, other hotel departments, and travel agents;
Knows the types of rooms available as well as their location and layout; Knows the selling
status, rates, and benefits of all package plans; Knows the credit policy of the hotel and how to
code each reservation; Creates and maintains reservation records by date of arrival and
alphabetical listing; Determines room rates based on the selling tactics of the hotel;
Prepares letters of confirmation; Communicates reservation information to the front desk;
Processes cancellations and modifications and promptly relays this information to the front
desk; Understands the hotel's policy on guaranteed reservations and no-shows; Processes
advance deposits on reservations; Tracks future room availabilities on the basis of
reservations; Helps develop room revenue and occupancy forecasts; Prepares expected
arrival lists for front office use; Assists in preregistration activities when appropriate;
Monitors advance deposit requirements; Handles daily correspondence. Responds to
inquiries and makes reservations as needed; Makes sure that files are kept up to date;
Maintains a clean and neat appearance and work area at all times; Promotes goodwill by
being courteous, friendly, and helpful to guests, managers, and fellow employees.
PHYSICAL - Requires fingering, grasping, writing, standing, sitting, walking, repetitive
motions, hearing, visual acuity, and good speaking skills.
4. Posts revenue center charges to guest accounts. Receives payment from guests at check-
out. Coordinates the billing of credit card and dire the cashier at the close of each shift.
Front office cashiers responsibility for any cash used in processing front desk transactions.
May also perform a variety of banking services for guests, such as check cashing and foreign
currency exchange. DUTIES - Operates front office posting equipment; Obtains the house
bank and keeps it balanced; Completes cashier pre -shift supply checklist; Takes
departmental machine readings at the beginning of the shift; Completes guest check -in
procedures; Post charges to guest accounts; Handles paid outs; Transfers guest balances
to other accounts as required; Cashes checks for guests following the approval policy;
Completes guest check-out procedures; Settles guest accounts; Handles cash, traveler's
checks, personal checks, credit cards, and direct billing requests properly; Posts non -guest
ledger payments; Makes account adjustments; Disperses guest records upon check-out;
Transfers folios paid by credit card to each credit card's master file; Transfers folios
charged to the non -guest ledger to each company's master file; Balances department
totals at the close of the shift; Balances cash at the close of the shift; Manages safe deposit
boxes. EDUCATION - High school graduate or equivalent desired. EXPERIENCE - Previous
hotel-related experience beneficial. PHYSICAL - Must possess basic computational ability.
5. Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put
callers at ease and obtains accurate, complete information. Answers incoming calls and
directs them to guest rooms through the switchboard (PBX) system or to hotel personnel or
departments. Takes and distributes messages for guests, provides information on guest
services, and answers inquiries about public hotel events. Provides a paging service for hotel
guests and employees. Processes guest wake-up calls. DUTIES - Answers incoming calls;
Directs call to guest rooms, staff, or departments through the switchboard or PBX system;
Places outgoing calls; Receives telephone charges from the telephone company and forwards
charges to the front desk for posting; Takes and distributes messages for guests; Logs
all wake-up call requests and performs wake-up call services; Provides information about
guest services to guests; Answers questions about hotel events and activities;
Understands PBX switchboard operations; Provides paging services for hotel guests and
employees; Knows what action to take when an emergency call is requested or received;
Monitors automated systems including fire alarms and telephone equipment when the
engineering and maintenance department is closed. EXPERIENCE Previous hotel-
related experience desirable. PHYSICAL Good verbal skills.
6. Checks front office accounting records for accuracy and, on a daily basis,
summarizes and compiles information for the hotel's financial records. Tracks room
revenues, occupancy percentages, and other front office operating statistics. Prepares
a summary of cash, check, and credit card activities, reflecting the hotel's financial
performance for the day. Posts room charges and room taxes to guest accounts including
guest transactions not posted during the day by the front office cashier. Processes guest
charge vouchers and credit card vouchers. Verifies all account postings and balances made
during the day by front desk cashiers and agents. Monitors the current status of coupon,
discount, and other promotional programs. Is able to function as a front desk agent
especially in terms of check-in and check-out procedures. DUTIES - Posts room charges and
taxes to guest accounts; Processes guest charge vouchers and credit card vouchers; Posts
guest charge purchase transactions not posted by the front office cashier; Transfers charges
and deposits to master accounts; Verifies all account postings and balances; Monitors the
current status of coupon, discount, and other promotional programs; Tracks room revenues,
occupancy percentages, and other front office statistics; Prepares a summary of cash, check,
and credit card activities; Summarizes results of operations for management; Understands
principles of auditing, balancing, and closing out accounts; Knows how to operate posting
machines, typewriters, and other front office equipment and computers; Understands and
knows how to perform check-in and check-out procedures. EXPERIENCE Minimum of
one year of hotel front desk supervisory experience, experience handling cash, accounting
procedures, and general administrative tasks.
7. Oversees all guest services operations, including front desk, reservations, PBX, bell
staff, and transportation services to ensure quality and guest satisfaction. DUTIES - Answers
letters of inquiry regarding rates and availability; Trains new Guest Services department
personnel; Maintains a thorough knowledge of the room rack locations, types of rooms,
room rack operations, package plans, and discounts; Maintains a detailed knowledge about
the hotel's services and hours of operations; Oversees servicing and security of the safe
deposit boxes; Knows all safety and understands emergency procedures and how to act upon
them. Understands accident prevention policies; Knows cash handling procedures. Files
and posts all changes to guest master and city ledger account; Possesses a thorough
knowledge of credit and check -cashing policies and procedures and adheres to them;
Anticipate and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all
such guests, within hotel policy; Develops and maintains all aspects of the hotel's
reservations system directed toward the maximization of profit.
8. Serves as the guest's liaison for both hotel and non-hotel services. Functions are an
extension of front desk agent duties. Assists the guestregardless of whether inquiries
concern in-hotel or off-premises attractions, facilities, services, or activities. Knows how to
provide concise and accurate directions. Makes reservations and obtains tickets for flights,
the theater, or special events. Organizes special functions such as VIP cocktail receptions.
Arranges for secretarial services. DUTIES - Develops a strong knowledge of the hotel's
facilities and services and of the surrounding community; Provides guests with directions
to attractions or facilities in or outside the property; Provides guests with information about
attractions, facilities, services, and activities in or outside the property; Makes guest
reservations for air or other forms of transportation when requested. Obtains necessary
itinerary and tickets; Makes guest reservations for the theater and other forms of entertainment
when requested. Obtains necessary tickets and provides directions to facilities; Organizes
special functions as directed by management; Arranges secretarial and other office
services; Coordinates guest requests for special services or equipment with the appropriate
department; Contacts roomed guests periodically to ascertain any special needs; Handles guest
complaints and solves problems to the degree possible. EDUCATION - Minimum of two years
college education with emphasis in business, sales, or marketing. Must be able to speak,
read, write, and understand the primary language(s) used in the workplace and by
guests who visit the workplace. Experience - Minimum of two years sales experience
with a minimum of one year supervisory experience. PHYSICAL - Requires bending,
stooping, climbing, standing, walking, sitting, fingering, reaching, grasping, lifting, carrying,
repetitive motions, visual acuity, hearing, writing, and speaking. Must exert well-paced
mobility to reach other departments of the hotel on a timely basis.