FRONT OFFICE ROLES
by PHAM THOA
1. Duty Manager
1.1. As directed by the Front office Manager, Performs special services for VIP guest's.
1.2. Checking cleanlines of lobby and public areas.
1.3. Checking grooming and behaviors of staffs.
1.4. Handling guest complaints and other related problems and reports on the Assistant Manager's log book.
1.5. Assigning and approving Duty roster for all Front desk staffs.
1.6. As the main manager for this day if the Front Office Manager is absent.
2. Instant Service Manager
2.1. Recording, processing and forwarding mesages
2.2. Providing information and handling customer requirements at the hotel
2.3. Receiving calls from outside to the hotel, forwarding to the right department, personel or customers staying at the hotel
2.4. Receiving and handling wake-up calls and room service
2.5. Ensuring calls are logged and follow up with guests to ensure total guest satisfaction
3. Club Manager
3.1. Building loyalty between clients and the club
3.2. Handling discontents of staffs and club members
3.3. Providing supervision and training staffs
3.4. Improving the club leadership team
3.5. Improving the club's marketing strategy and workshopping ways to increase revenue.
