JOB DESCRIPTION OF FRONT OFFICE/ROOM DIVISION MANAGER
Job Title
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Department :
Position
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Reporting To:
ROOM DIVISION/FRONT OFFICE MANAGER
FRONT OFFICE/HOUSEKEEPING
HEAD OF THE DEPARTMENT
GENERAL MANAGER
Job Summary:
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Responsible for the smooth functioning of Front Office Department and the Housekeeping
operation.
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To create optimum room sales and goodwill towards the Hotel through efficient and
courteous services.
Accountability:
As Head of the Front Office and Housekeeping Department, is accountable to the Management of the Hotel in
general and to the General Manager in particular for the following :1. Total and smooth operation of the Front Office and Housekeeping Department.
2. Total Guest Satisfaction in terms services provided by the Hotel as a whole and Front
Office/Housekeeping in particular.
3. Professional guest relationship management as well as liasioning with guests, companies,
sales offices, travel agents, etc.
4. Overall business development in terms of room’s sales, revenue generation, guest satisfaction
and sale of various in-house services.
5. Accountable for system development as well as EDP for the entire Hotel.
Authority:
Front Office /Room Division Manager is the reporting Head of the Assistant Front Office Manager, , ManagerReservations, Front Office Supervisors (Shift-in-Charges), Front Office Assistants, Bell Captain, Bell Boys,
Travel Desk Assistants and Housekeeping Supervisors, Laundry Attendants, Housekeepers, Public Area
Attendants’ Health Club Assistants. Authorized to grant all sorts of leaves, rewards/ awards, disciplinary
actions to all the personnel of the Front Office Department after consultation with the Human Resources
Department. .
Duties & Responsibilities:
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Being the HOD, Front Office Manager has to shoulder the entire responsibility of the Front Office and
look after the work of all personnel of the department so as to ensure prompt, courteous and accurate
service to all guests thereby attaining total guest satisfaction.
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Establish and maintain professional and effective communication with all other departments of this hotel
as well as very good rapport with guests, companies, travel agents, sales offices etc to ensure smooth
business.
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Makes conscious and continuous endeavor to meet new clients and maintain congenial relationship with
existing clients including exercises such as meeting new guests as well regular guests or V.I.P.s-in-house
as part of Lobby Public Relations activity.
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Responsible for proper yield management of room inventory to achieve desired profitability.
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Responsible for the preparation of capital and operational budgets for the Front office and Housekeeping
department as well as co-operate with -coordinating departments such as Sales & Marketing and Food and
Beverage, etc to preparation of their budgets.
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Responsible for ensuring compliance with legal formalities in respect of foreigners & foreign exchange by
adherence to all statutory requirements, Arrival and Departure Reports, Encashment Certificates, etc.
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Responsible for handling critical and acute guest problems whenever referred to by the sub-ordinates of
the department.
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Responsible for taking special care and offering personalized services to regular and V.I.P. guests.
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Should ensure that room folios are correctly maintained, receiving of payment of all bills as per billing
instructions and timely transmission of the bills from Front Office to Accounts Department.
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Shall ensure safety and security of the guest belongings in guest rooms, luggage rooms and guest lockers
and shall also ensure guest privacy, safety and security at all times within the Hotel premises.
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Should monitor and control group as well as individual reservations to ensure maximum occupancy. Apart
from monitoring reservation systems, should also monitor and cross check on the guest registration as well
as check-out process on a day to day basis along with sale of rooms to walk-in guests.
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In Liaising with the General and Operations Manager shall be responsible for authorizing day to day credit
as well as discount given to guests. In case of credit or discount being granted to guests should authorize
the same.
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Should ensure that all records and documents are maintained in respective files as per the standards laid
down by the Management, data regarding occupancy, revenue, room nights attained, analyze, and reports
generated from time to time as per the requirement of the Management.
Should ensure up-gradation of guest history and constant follow up on the same.
Shall co-ordinate with the Sales & Marketing department including the Airport -Representative of the
Hotel for sales promotion, day to day requirements room status and business requirements, etc. Should
also make in-house as well as ex-house sales call for new business generation.
Check the registers of Reception, Front .Office, Cash and the Duty Manager’s Log Book, acknowledge the
log notes and give necessary instructions to the subordinates during the departmental briefing.
Shall prepare the duty roster of the departmental employees and shall authorize the duty rosters prepared
by AFOM or Duty Managers if instructed to do so by the FOM and shall also authorize any change of duty
for the employees and monitor the attendance of the departmental employees as per schedule..
Check the grooming standards of all the subordinates on duty.
Attend the meetings and briefings of the General Manager along with other HODs on every working day.
Shall monitor and keep track of Travel Desk operations with regards to guest pick-up and drop and ensure
that service standards are met.
Shall take briefings of the subordinates on all working days and special briefings prior to all important
functions such as Group arrivals, VIP arrivals/ departures, etc. Shall also issue necessary instructions to all
subordinates to ensure delivery of quality service as per the standard procedures laid down by the
Management of the Hotel.
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Take frequent rounds in the floors, laundry outlets, lockers, car parking area, etc to monitor all the
incidents as well as work and in case of any unwanted incident being reported, should be initiate necessary
action and damage control process immediately.
Shall ensure the cleanliness of the back office as well as the front of the House areas, all conferences and
toilets. In case if the places are found untidy, should organize cleaning of such areas with the aid of House
Keeping Department.
Should train Front Office and Accounts department employees on the Night Audit procedures from time
to time.
The Front Office Manager should ensure that proper training is imparted to the departmental employees.
Should also impart process related training to the departmental employees himself / herself. Apart from
imparting process related training to the departmental employees, the FOM is also responsible for
imparting training to the users of EDP related equipments in a planned, organized, time oriented manner
on System Application and EDP by co-coordinating the same with the respective HODs and the Training
Manager.
Should provide manuals for the use of EDP systems to the users as and when required informing them
about up gradation of systems and incorporate them into the relevant operating procedures of the hotel
inclusive of inducting the training on the specific applications.
Responsible for setting up high standards of work performance and attendance of all the employees of the
department and by consistent supervision ensure maintenance of the standard to deliver quality service to
the guests.
As a member of the Secondary Fire Fighting Team, the Front Office Manager is responsible for ensuring
safety of the guests in-house as well as guest belongings by assisting the Core Fire Fighting Team
members in the process of rapid evacuation of the guests in the fire prone zones thereby preventing loss of
human life or even injury and taking the guest counts after evacuation.
As a member of the First Aid Team, should render assistance to injured guests / persons in the wake of a
disaster and ensure that proper medical attention is provided to the injured persons by co-ordination the
process with the Human Resource Manager and HR Department employees.