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, perf

ormance 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 Worker

DEPARTMENT: 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