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Introduction This case study follows on from Case Study 1 which contains background information about The Cavendish hotel and a personal profile of Katarina Burikova, Front of House Manager at The Cavendish, London. Case Study 2 comprises a list of typical duties and tasks undertaken by a Front of House Manager on an early shift and on a late shift. Many thanks to Katarina and to The Cavendish for providing this information. 1
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INDUSTRY ROLE MODEL CASE STUDY 2 A typical day for Katarina Burikova, Front of House Manager,
The Cavendish, London Introduction This case study follows on from Case Study 1 which contains background information about The Cavendish hotel and a personal profile of Katarina Burikova, Front of House Manager at The Cavendish, London. Case Study 2 comprises a list of typical duties and tasks undertaken by a Front of House Manager on an early shift and on a late shift. Many thanks to Katarina and to The Cavendish for providing this information.
The Cavendish, London, is a quality work placement provider with Springboard’s INSPIRE Scheme.
This modern, stylish Piccadilly building has remained at the forefront of London hotels for the past few centuries. In the Edwardian era The Cavendish London was run by Rosa Lewis, the infamous "Duchess of Duke St." Famous throughout London Society for her hospitality and cooking, The Cavendish Hotel London continues this tradition today - the attentive staff, variety of facilities and the meticulous care in all the services offered ensure each guest’s stay is as enjoyable as possible.
Springboard Education at: http://education.springboarduk.net and http://resource-gateway.co.uk
To contact us directly email: [email protected]
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Springboard Education at: http://education.springboarduk.net and http://resource-gateway.co.uk
To contact us directly email: [email protected]
Front of House Manager – Typical Early Shift Duties
07:00 Handover from Night Manager - discuss any issues, follow ups and other information
07:00 Check the Morse Watchman report, download information and highlight issues with DFOH/FOHM
07:15 Count float ensuring money is correct - highlight any issues with DFOH/FOHM
07:30 Follow up with DM log, resolve any outstanding issues 07:15 Check e-mails & Opera Traces
07:45 Lobby Walk around - Check C&B signage, check internet terminals and newspapers are available
08:00 Print Departures list for Mini bar attendant 08:00 Check arrivals - highlight any missed requests with reception team 08:10 Ensure that VIP DM welcome alerts are set within Opera 08:12 Check for VIPs with bathrobes and place do not move on their rooms. 08:15 Walk around departments, checking for any issues, sickness etc. 08:30 Lobby Duty - see Lobby duty tasks 09:45 Prepare for the 10 o'clock morning meeting
10:00 Read out DM's log and VIPs at the meeting as well as H&S card for the day
10:15 Ensure that all toilets are checked for security and cleanliness - highlight issues in HOTSOS
11:00 Follow Up any outstanding Pay Masters in system 11:00 On Friday Fire bell test, place signage in Lobby & remind all FOH staff 11:30 Lobby Duty - see Lobby duty tasks
13:00 Check traces for VIP amenities & give to R/S - During week follow up with Switchboard
14:00 Start to prepare handover & 15min Training for the day 14:45 Count float and bank any money 15:00 Check the Correction and Rebate forms - highlight any abnormalities 15:10 Assist receptionists with banking and float checking 15:15 Handover with Late Duty Manager, Reception handover & 15 Daily training
15:20 Check the Reception Morning Task Sheet ensuring all tasks have been completed and signed.
15:30 Complete the D.M Logbook for your shift
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Front of House Manager – Typical Late Shift Duties
14:30 Handover from early duty manager - discuss any issues, follow ups and other information
14:30 Count float ensuring money is correct - highlight any issues with DFOH/FOHM
14:30 Follow up with DM log, resolve any outstanding issues 14:30 Check e-mails & Opera Traces
14:30 Lobby Walk around - check internet terminals and newspapers are available
15:30 Check if C&B signage needs to be changed for evening events 15:35 Check any new on the day bookings for VIP or special requests
15:45 Ensure that all toilets are checked for security and cleanliness - highlight issues in HOTSOS
16:00 Lobby Duty (ensure breakfast letter is being given) 17:00 Start Dinner breaks 18:30 Lock offices on Mezzanine floor 20:30 Assign VIPs for following day’s arrivals
20:45 Assign Zip & Link rooms for the next day - ensure traces are left for H/K team
20:45 Mini Bar late charges to be completed and sent out to guests 21:00 Ensure all outgoing bills have been franked and placed in the post box 21:00 Security walk round using Morse Watchman 22:15 Check the Correction and Rebate forms & counter sign 22:45 Complete the DM Logbook for your shift
22:50 Handover to Night Manager - discuss any issues, follow ups and other information
22:50 Check the Reception Late Task Sheet ensuring all tasks have been completed and signed.
Weekends During weekends remember to check reservations fax machine and e-mails
The Lobby
For further information about The Cavendish and details of job opportunities please visit:
www.thecavendish-london.co.uk
Springboard Education at: http://education.springboarduk.net and http://resource-gateway.co.uk
To contact us directly email: [email protected]
