JOB TITLE: Guest Services Manager/ Front Office Manager

DEPARTMENT: Operations

SUPERVISOR TITLE: General Manager

JOB OBJECTIVE:The Guest Services Manager/Front Office Manager is responsible for the success of the front desk, for ensuring guest satisfaction Looking after product quality standards are met Managing all areas of the hotel according to Brand standards Achieve a friendly atmosphere of superior guest service and product quality. Displays expected performance for staff to follow.

ESSENTIAL JOB FUNCTIONS

Guest Service

• Maintains guest service as the driving philosophy of the hotel.

• Personally demonstrates a commitment to guest services in responding promptly to guest needs.

• Is committed to making every guest satisfied.

• Ensures all hotel staff, including new hires, knows all components of guest services and are trained to meet standards.

• Develops added value customer service programs.

• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.

• Meets or exceeds hotel guest satisfaction measures.

• Ensures hotel standards and services contribute to the delivery of consistent guest service

Front Desk Management

• Acts as manager on duty for hotel and manages front desk operations.

• Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.

• Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.

• Produce accurate financial reports on time.

ESSENTIAL JOB FUNCTIONS

Human Resources

• Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk work force.

• Maintains a positive, cooperative work environment between staff and management.

• Emphasizes employee selection, training and development as a way of doing business.

• Ensures all hotel employees know hotel objectives.

• Ensures personnel files are accurate and comply with both local and federal laws and regulations.

• Administers personnel policies fairly and consistently.

• Resolves employee grievances in a fair and timely manner.

•Ensures employees understand policies, pay procedures, bonus plans and benefits.

• Helps develop management talent by acting as a mentor for direct reports.

• Ensures completion of training objectives and development plans.

• Monitors and maintains acceptable turnover levels.

ESSENTIAL JOB FUNCTIONS

Safety and Security

• Knows local health and safety codes and regulations that apply to the hotel.

• Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.

• Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc.

• Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.

Additional Requirements

• Must have work experience of 2-5 yrs

• Good in communication skills

• Must have the knowledge of French and English

• Any other duties assigned by Supervisor

Salary: 50,000 - 90,000 P.M (Indian Rs) negotiable

JOB TITLE: Maintenance WorkerDEPARTMENT: Operations

SUPERVISOR TITLE: Chief Engineer

JOB OBJECTIVES:

The Maintenance Worker is responsible for the overall upkeep and maintenance of the hotel

ESSENTIAL JOB FUNCTIONS

• Troubleshooting and repairing malfunctions in electrical/mechanical systems (e.g. HVAC, plumbing) and other hotel equipment.

• Conducting ongoing room preventative maintenance program (see maintenance manual for system specifics).

• Reviewing maintenance problems, complaints and work orders to prioritize and schedule work.

• Troubleshooting and diagnosing malfunctioning mechanical systems and equipment.

• Inspecting property to identify potential and current needs.

• Estimating department expenditures for budget purposes and assisting with the capital budget process.

• Performing preventive maintenance assignments on a scheduled basis.

• Servicing the hotel’s pool, including adjusting chemicals and cleaning filters.

• Completing maintenance logs.

• Maintaining the building exterior if not serviced by a contractor (e.g. snow removal, lawn care, painting).

• Coordinating with local health, safety, fire, and building inspectors to ensure compliance with applicable codes and regulations.

ESSENTIAL JOB FUNCTIONS

Additional Requirements

• Must have work experience of 2-5 yrs

• Must be good in communication skills

• Must have the knowledge of French and English

• Any other duties assigned by Supervisor

Salary: 50,000 - 90,000 P.M (Indian Rs) negotiable

SKILLS AND ABILITY

FRONT DESK MANAGER

 

EXPERIENCE: 3 yrs working in the same industry.

Degree: Masters Degree in Hotel Management (India)

Good in team handling

Ability to stay committed towards work

Ability to meet-up the needs and requirement for the need of the time

Knowledge about handling the front desk operation efficiently

Ability to tackle or deal with the uncertainty as n when arises in the hotel

Ability to develop good repo with the customers and staff as well

Proper knowledge of handling the human resource management

Ability to adjust with the time and situations

Computer knowledge

Pleasing personality

Motivating skill

SKILLS AND ABILITY

 Chief Engineer – Maintenance Work

 

EXPERIENCE: 4 yrs working

1 yr experience as a maintenance manager at TTL ltd (US)

3yrs experience as a operations manager at island group of hotels (US)

 

Degree: Mechanical Engineer

Good with mechanical skills

Proper knowledge about maintenance requirements

Proper knowledge to deal with the uncertainty and place safety drivers for maintenance

Ability to work with groups/team

Good computer knowledge

Flexible to work

Pleasing personality

Ability to adjust with the situations

Knows English properly and little of French

SELECTION PROCEDURE

• RECRUITMENT

• SELECTION

• INDUCTION

•TRAINING & DEVLOPMENT

Training

Training will take place at France (Host country) .

Training induction Program will be of 13 days

Training will be conducted by the experts trainees

Training will be conducted as per the training programme

TRAININGPROGRAMME DESIGN

LESSONS PLAN

TRAINING IMPLEMENTION

TRAINING Evaluation

TRAINING COURSE

Training Course• Apprentice training

General information and basic skills needed at work to new workers.

Building up good relationships between employees themselves and as well as between employees and management team

Employees to set up the right attitude towards work• Induction training Rules and principles of work

Manners and techniques of handling interpersonal relations

Best way to do the work in the most quickly

and effective way• Language training  Able to speak basic French language

• Hotel services and administration training

Request of improving administration and services, including telephone techniques, guest relations, sales skills, public relations general

information and application, safety and first-aid etc. • Cross training     Cross training is used to assist employees to receive knowledge and skills

from other departments

Lesson Plan• Case Studies

Case presents one issue in terms of cultural misunderstandings or cultural differences

• Film

       Focuses the trainees‟ attention and is easy for trainees to understand the content

• Computer-based Training

       Convenience of using computer-based training• Training Test     Purpose is to test the trainees‟ understanding of what has been taught 

and whether they can better understand cultural differences. 

Training Evaluation

• Whether or not the trainee mastered the session's material

• Whether the training met the employees‟ needs.

• Whether the presentation's subject matter was the right subject matter