Manager

Organizational Structure Of  Front Office For Large Hotel

1. Operational of Employees

Operational of employees are people who directly have to do their own work in accordance with the orders of superiors. Employees have the operational responsibility for the first line management.

Bellboy / Bellman duties as an employee of the operational :

1.   Unload guests from the car

2.   bring guest’s luggage or items that will check-in

3.   Transport of goods in accordance with the amount of  room.

4.   Help bring the guests at check-out items from room to the lobby or next to the  guest vehicle, taxi , etc

5.   Storing guest luggages with a special mark (baggage tag) for guests who come to the hotel or  guests who entrust the goods in belldesk.

Example :

Dismantling waitress guests from the car to the guest room, and guest shop with a special mark.

2. Manejemen First Line

Manejemen first line, also known as the operational management terms, is the lowest level in charge of directing and overseeing the management of non-managerial employees involved in the production process. They are often called supervisors (supervisors), shift manager, area manager, office manager, department manager, or foreman (foreman).

Main tasks of the duty manager as first line management :

1.   Assist Front Office Manager duties and FOM Asssistant in carrying out operational duties in the front office.

2.   Support the smooth process of check-in and check-out in the front office.

3.   Dealing with difficult guests and staff at the front desk

4.   Operational controls around the front office, including the lobby, restaurant, bar, lounge and guest room corridors.

5.   Creating a report on the findings of each shift and events during work hours.

6.   Welcoming the VIP guests along with Front Office Manager

Example :

Support the work of front office operations and overall operational control of the department for specific changes. The task manager is responsible to the Front Office Manager, and membawahin Front Office Supervisor, Front Office Staff, Officers Guest Relations, Concierge, Business Center Secretary.

3. Middle Management

Middle management covers all the management were among the first-line managers and top management and served as a liaison between the two. Positions including middle managers among the head, project leader, plant manager, or division manager.

Fundamental duty manager front office as a middle management :

1.   Selecting, placing, training and evaluating front office employees.

2.   Ensure that all staff at the hotel front office computer control systems, ethics and operating standards of telephone calls received at the hotel.

3.   To maintain harmonious working with sales and marketing at the price of room

4.   Welcoming guests VIP

5.   Handle guest complaints that can not be resolved by subordinate

6.   Make monthly reports on the guest list, the occupancy rate and income statement / in the front office.

7.   Front office staff to maintain discipline by providing warnings and sanctions for violating the provisions.

8.   Improving the quality and achievements of employees who excel by giving awards

9.   Create annual budgets, analyzing operations and hotel revenue daily from the revenue side, the average room rate

Example :

Creating guest satisfaction and provide a positive impression for guests in the work area-Reporting to: General Manager. And supervise subordinates that all front office staff to work well.

4. Top management

Top management, also known as the executive officer, responsible for planning activities and general corporate strategy and direct the course of the company. Examples of top management is the CEO (Chief Executive Officer), CIO (Chief Information Officer) and CFO (Chief Financial Officer).

basic tasks as general manager of top management :

1.   Responsible for the overall operation of two hotels business forms.

2.   General Manager holds ultimate authority over hotel operations and usually reporting directly to the corporate office or hotel owner

3.   General Manager responsible for recruiting and management of the management team

Example :

The general manager is a manager who has responsibility for all parts / functional on a company or organization. General manager to lead some of the units responsible for field work function of some or all of the functional managers. In a small business may simply needed a general manager, while in the company or organization that caliber usually have a few general managers responsible for different tasks.