Job standards and policy of the hotel. Responsibilities

Job Description

Ø General
Manager

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Responsibilities

·      Setting of long term goals for the company’s growth
and stability

·     
Financial
evaluation of records, budget plans and financial reports

·     
Ensure the
hotel’s vision, mission

·     
Managing the department
managers and setting up of daily meetings to plan for the day ahead and look at
the previous day

·      Looks over the hiring of staff

Ø Duty
Manager

Responsibilities

·      Ensure running of operations in the hotels public
areas such as reception, restaurant, gym, conference center and other public
areas are running well

·     
Welcome, assist
and engage with guests

·     
Keep an organized
record of guest complaints

·     
Always be present
to meet VIP guests upon their arrival

·     
Have knowledge on
the financial part of the departments

·     
Keep a record of
emergency incidents

·      Conduct all emergency procedures

(Hilton
Hotel & Resorts, 2017)

Ø Rooms
Division Manager

Responsibilities

·      Ensure the level of service from the front office and
housekeeping is up to the standard of the hotel 

·     
Prepare the
budgets for the rooms division departments

·     
Assess financial
statements of rooms division

·     
Long term
planning for rooms division department

·     
Overlook staff
organization, ie. Rota’s, hours, overtime

·     
Have knowledge of
minor maintenance issues that could be solved immediately

·      Ensuring rooms division staff training programs are
being done

(P.Butterworth,
2014)

Ø Front
Office Manager

The front office manager is in charge
of all the front office personnel and works closely with the head concierge. It
is their responsibility to ensure that the staff are well trained and have
knowledge of their work. As the front office is the department that gives out
the first impression of the hotel, it is important that the front office
manager ensures that the staff keeps up the standards and policy of the hotel.

Responsibilities

·      Training and supporting the front office personnel

·     
Monitoring of
budget and costs and expenses

·     
Drawing up of
weekly shift rotas for staff

·     
Dealing with
guest complaints and enquiries

·      Ensure the service is up to standard and on time

(Daniella
Wilcock, 2010)

Ø Front
office supervisor

Responsibilities

Ensure
seamless service at all times
Oversees
daily transactions and expenditures
Encourage
staff and ensure they’re looked after
Handles
calls coming in and going out from front office
Attends
daily morning meetings to discuss previous day and plan for the day ahead
In
charge of the execution of the training
Build a
close teamwork relationship with other departments in rooms division
Have
good communication with housekeeping department

(Setupmyhotel,
2017)

Ø Reservations

Responsibilities

Takes
care of taking down reservations
Forward
the reservations to other departments
Sells
rooms and a lot of up selling as well
Communicates
with the front office about reservations
Know
local destinations to help guests who wish to explore
Know
the hotel rates, packages and prices
Has a
part in the development of room revenues and occupancy

(Setupmyhotel, 2017)

Ø Switchboard
operator

Responsibilities

·      Answering
incoming calls and forwarding them to the right departments

·     
Provide as quick service as possible

·     
Answer some quick simple questions guests have

·     
Handle any emergency calls quickly and accordingly

·     
Communicate well with the client calling during their
encounter with you

·     
Make good note of the information given and forward it
accordingly

·      Have good
communication between the departments

(careerplanner, 2017)

Ø Night
Auditor

Responsibilities

·      Ensure guest charges are charged to their accounts

·     
Run through
transactions throughout the day to see if they balance

·     
Charge any
additional charges that have not been charged

·     
Ensure all
charges are charged to the correct departments

·     
Run through till
slips to ensure the correct charges have been made to the right people 

·     
Prepare and
complete the end of the day process

·     
Organize all
needed paperwork for the next day

·      Ensure guest complaints are followed up from the
evening or day before are followed up on as well the next day

(Setupmyhotel,
2017)

Ø Front
Office Personnel

Responsibilities

·      Operate the opera system

·     
Prepare for guest
arrival, allocating rooms, preferences etc

·     
Check in and
check out guests

·     
Communicate and
engage well with the guests

·     
Solve problems
that may arise or call manager

·     
Ensure everything
is charged before the guest leaves

·     
Communicate well
with housekeeping

·      Ensure you are up to date with room availabilities,
occupation and notes from guests

Ø Head
Concierge

Responsibilities

·      Welcome the guests and have conversations with them

·     
Provide guests
with information on local places and surrounding areas

·     
Train the uniform
staff

·     
Book special
occasion tickets for guests

·     
Recommend any
touristic surrounding areas

·      Arrange transportation for guests

(Jobhero,
2017)

Ø Doorman

Responsibilities

·      Assist guests from their cars

·     
Welcome the
guests to the hotel

·     
Assist guests
with their luggage

·     
Communicate well
with the reception desk

·     
Look presentable
as the image of the hotel

·      Ensuring that the front area of the hotel Is kept
clean at all times

(Tambien, 2017)

Ø Valet
Parking

Valet Parking attendants take of
parking the cars for guests. It is important that a standard of safe
appropriate driving is practiced when dealing with guests cars.

Responsibilities

·      Welcome the guests to our hotel

·     
Offload the
luggage from the car as quickly as possible away from the driveway

·     
Put tickets on
the luggage for the bell start to deliver to the correct guest

·     
Park the guests
car for them

·     
Abide by the
driving rules of the law at all times

·     
Ensure that the
driveway is always clean and open to avoid any accidents

·      Be available for any assistance the front desk may
need from you

(Hilton,
2017)

Ø Housekeeping
Manager

Responsibilities

·      Handling all the stock such as linen and amenities

·     
Setting up your
requisition for the department

·     
Ensure training
of staff

·     
Make sure all our
sustainability plans for housekeeping are put into motion

·     
Ensuring the
rooms are all on the same standard

·     
Overlook the
financial expenditures within the department

·     
Ensure lost and
found items are returned to guests if possible

·      Motivate your staff and set out weekly working
schedules

(Laurence Roberts, 2010)

Ø Housekeeping
Supervisor (Refers to all housekeeping supervisors for their departments)

      Responsibilities

·    Hold briefings and assigning staff to tasks

·    Deal with complaints

·    Inspect all the rooms that have been cleaned

·    Communicate well with other departments mainly front
office

·    Overlook stocktake and requisitions

·    Train the staff

(Careerplanner,
2017)

Ø Housekeeping
Attendant (Refers to all housekeeping attendants of the hotel)

Responsibilities

·      Do training

·     
Preparation of
cleaning trolley

·      Cleaning rooms and public areas

Ø Seamstress/Tailor

Responsibilities

·      Sewing any items of clothing guests need sewed

·     
Responsible for
the dry cleaning of guests clothing

·      Responsible for fixing of staff uniform

Ø Sales
and Marketing Director

The director is in charge of the
sales and marketing manager. They overlook the finance and running of the
department.

Responsibilities

·      Overlooks sales and marketing department

·     
Does the
budgeting and financial statements for sales and marketing

·      Overlooks recruiting for department

Ø Sales
Manager

Responsibilities

·      Responsible for setting out strategies to sell the
hotel

·     
Plans strategies to
promote hotel specials during low season

·     
In charge of
upselling hotel services to existing guests and potential guests

·     
Overlooking
financial statements and budgeting

·      Training staff

Ø Marketing
Manager

Responsibilities

·      Find ways to make company known amongst people

·      Promoting the hotel during the low season to maximize
occupancy

·      Handle budgeting and finance of the marketing
department

·      Training staff

Ø Sales
Attendant

Responsibilities

·      Work alongside Sales manager

·     
Do the actual
selling of the hotel

·     
Paperwork such as
printing

·      Do most public relations appearances/promotions

(Pearson,
2017)

Ø Marketing
Attendant

Responsibilities

·      Making of posters, brochures, questionnaires

·     
Creating ways to
promote the hotel

·     
Setting out
market research studies

·      Meeting with potential clients

(Targetjobs,
2017)

 

v Training
Program

Upon
arrival at the job, our employees will undergo a 3 day training course that
will educate them about the vision, mission and values of Hilton St Petersburg.
This is to ensure all our staff have the same knowledge about the company and
are taught about the different members of the company as well as our style of
work. This will also be where our employees will meet the top management team.
A tour around the hotel will be given to familiarize them to their new working
place.

Front Office

After
completing the three day programme, training will be done within the
department.

Whilst
on a three month probation period.

·      You will start off by familiarizing yourself
with all the rooms in the hotel as well as our prices. Following that will be
learning our way of the opera system.

·     
You
will be meeting with your manager every two months to provide feedback on your
progress, as well as giving feedback on the working conditions and the
management team. 

 

Housekeeping

·      In the housekeeping department,

·     
you
will follow your manager or supervisor very closely showing you the way in
which we do the everyday work as well as our sustainability policies.

·     
An SOP
will be presented to you and physically shown to you by actions how to follow
it. This will ensure you do the right steps and complete them accordingly.

·     
You
will then be given a chance to practice these steps ensuring that you have a
clear understanding of what to do.

·      You will then have a chance to sit down with
our trainer and provide your feedback and they will provide you with your
feedback.