Hotel Management Class Notes 10

• 1) General Manager
• He (or she) oversees the efficient and profitable running of the hotel or lodging
• property. Hiring and management of the hotel management team
• Management of the: Hotel staff; Finance and budgets; Marketing and sales
• Renovations, maintenance and projects
• Issues or emergencies relating to guests, hotel staff or the hotel property
• Public relations and dealing with the media as well as a myriad of other duties

.·  Providing leadership to the management team

• 2) Front Office Manager

Reviewing the final draft of the night audit

.·  A daily review of the financial accounting procedures at the front desk and other

• guest service areas. operating and monitoring the reservation system.
• Developing and operating an effective communication system with front office staff
• and other department directors; supervising daily registrations and checkouts. Overseeing and developing employees
• Establishing in-house sales programs at the front desk.
• Preparing budgets and cost-control systems.
• Forecasting room sales; and maintaining business relationships with regular
• corporate and community leaders. The front office manager works with an assistant front office manager, a night
• auditor, a reservations manager, and a bell captain to tend to the details of running an efficient department. The front offices a pivotal point in communication among in-house sales, delivery of
• service to the guest, and financial operations. It requires an individual who can manage the many details of guest needs, employee
• supervision, interdepartmental communication, and transmittal of financial information. The front office manager must train personnel in the technical aspects of the
• Property Management system (PMS), a hotel computer system that networks the software and hardware used in reservation and registration databases, point-of-sale systems,
• 3) Assistant Front Office Manager
• Assist front office manager in supervising and co-ordinating the day to day
• operation of the front office staff and resolves internal problems. Coordinate with sales department for present and future convention and
• group bookings. Corresponds with future guest and blocks suites and special request for large
• convention. Deals with problem arising from guest complains and reservation and room
• assignment activities. Interview and hires applicants.
• Assume responsibilities of front office manager upon his absence.
• 4) Lobby Manager
• Schedules the duty roster and determines justification for complain, and ensures that the front office has good relation with all departments.
• Co-ordinate with various departments for effective guest handling.
• Handle the guest complains and ensures that the front office has good
• relation with all departments. Co-ordinates with front office to facilitate rooming and departure of guest and
• front office cash (to allow credit) Co-ordinates between the travel counter, airline regarding arrival
• & departure of flight. Takes constant rounds at night of all operating areas to ensure smooth functioning.
• 5) Reservation Manager

Supervise and answer inquiries of reservation agents

• Arrange schedules of reservation agents
• Maintain close liaison with secretaries of major companies that do business
• with the hotel Is responsible for accurate and effective handling of reservation tally sheet
• Advice and informs front office manager of significant increases or decrease
• of reservation tally which could affect hotel’s open or close status. Keep a record of all reservation and makes a monthly room nights reports, in
• addition prepares half year report of all their respective production.
• 6) Reservation Assistant

.·Courteously and promptly handle all reservation on phones, by mail, telex

• cable and computers. Update the reservation register/records in order to have updated inventory of
• room’s availability. Carry out amendments and cancellation intelligently and accurately.
• Keep availability status chart updated.
• Display reservation position on FLASH BOARD.
• 7) Front Office Assistant

Register guest and assign rooms. Accommodates special request whenever possible.

• Assist in preregistration and blocking of rooms for reservation.
• Understand the room status and room status tracking.
• Knows room location, types of rooms available, and room rates.
• Uses suggestive selling ,techniques to sell rooms and to promote other
• services of the hotel Coordinates room status updates with the housekeeping departments by
• notifying housekeeping of all check outs ,late checkouts early check-ins ,special request and day use rooms. Posses a working knowledge of the reservation department.
• Take some day reservation and future reservation when necessary, knows cancellation procedures. Process guest checkouts
• Post and files all charges to guest master and city ledgers accounts
• Follows procedures for issuing and closing safe deposits boxes used by guest.
• Use proper telephone etiquette.
• Uses proper mail, packages and message handling procedure.
• Reads and initials the pass-on log and bulletin board daily to be aware of
• daily activities and meeting taking places in the hotels.
• 8) Night Auditor
• Post room charges and takes to guest accounts.
• Process guest charges vouchers and credit card vouchers.
• Transfer charges and deposits to master accounts.
• Verifies all accounts posting and balances.
• Monitor the current status of coupons, discounts and other promotional
• program. and other front office statistics. Tracks room revenue, occupancy percentage, and other front office statistics.