SUN SPA RESORT Page : 1 of 4

JOB DESCRIPTION Index No. : FO – 02

Division : Rooms Division Effective Date : 1st Nov. 2004

Department : Front Office Department Revised :

Position : Assistant Front Office Manager Approved by :

(Asst. FOM) ………………….
General Manager

Department : FRONT OFFICE

Reports to : Front Office Manager (FOM)

JOB SUMMARY

Assist the FOM in supervising the overall activities of the Front Office sub-departments:
Reception, Bell service, Reservations, Telephone Operators, Business Center, Transportation.

Assist the Front Office Manager in personnel development in order to have trained and
qualified
staff to consistently maintain and increase Sun Spa Hotel’s service.

To direct the Front Office operation in the absence of the Front Office Manager.

DUTIES & RESPONSIBILITIES

1. Assist the Front Office Manager in setting the Front Office training tools such as job
description, standards and procedures, training plans as a guideline for the Front Office
operation.

2. Assist the Front Office Manager in supervising, organising, directing and coordinating the
staff and activities of the Front Office.

3. Do a daily inspection and control to all Front Office section at least 60% of the time; ensure
that Front Office Employees perform their daily duties according to required standards.

Check and ensure that consistency in the service for guest is maintained from the
reservation stages to the final departure.
4. To plan and prepare work schedules for Front Desk Supervisor, Reservation dept., Chief
Telephonist, Chief Concierge, Business Centre Secretary and Drivers.
5. Read all the logbooks of the Front Office daily at the start of the service shift. Report
promptly critical notes/ matters to FOM. Enter remarkable matters in the logbooks.
6. Check the expected arrivals list of the day.

7. Meet and escort VIPs to their rooms. Also welcome as many other guests as possible
upon checking in.
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SUN SPA RESORT Page : 2 of 4
JOB DESCRIPTION Index No. : FO – 02

Division : Rooms Division Effective Date : 1st Nov. 2004

Department : Front Office Department Revised :

Position : Assistant Front Office Manager Approved by :

(Asst. FOM) ………………….
General Manager

8. Inspect in person the rooms assigned to VIPs latest by one hour before the guests
arrival.

9. Authorise the acceptance of cash advance, rebates, paid out, refunds on the basis of
established procedures.
10.

2. Monitor and control guest’s credit status to ensure that payment is collectable and
received on time. Perform regular follow up for pending payments to ensure that they
are collected.

3. To work closely with and inform the Front Office Manager of any unusual activities that
occurs daily.

4. To coordinate with security in the investigation of irregularities and undesirable guests.

5. To develop and maintain close business contact with house guest and to provide
personalised service whenever possible.

6. Monitor and control the rooms’ situation in connection with reservations, daily
occupancy and room’s availability to ensure maximum revenue through effective yield
management.

7. Attend department heads meeting in the absence of the Front Office Manager or other
meetings as required.

8. Make sure that each section head at the Front Office Department attend the daily
meeting chaired by (the Front Office Manager) or the Assistant Front Office Manager.
Ensure that each Front Office section head holds a subsequent briefing in their respective
section based on matters discussed during the Front Office meeting.

14. Be familiar with all Accounting Standards and Procedures pertaining to room’s revenue and
advise staff concerned to adhere to them in daily operations.
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15. Know all procedures in case of emergency or fire and make sure that staffs are periodically
trained to face this situation and know their function according to the procedures.

16. Participate in the inspection and checking the preparation for VIPs and ensure that they will
receive proper treatment as VIP during their stay with Sun Spa Resort.

17. To monitor and establish, improve or delete the existing standard and procedures to have
more efficient and effective system in order to maintain or improve services and guest
satisfaction at the Front Office department. Consult with Front Office Manager prior to doing
so.

18. Keep updating with new Standards, Procedures and other information and advise Front
Office section head accordingly.

19. Assist Front Office Manager with daily administrative duties.

20. To be familiar with Front Office Policies and Procedures, Job Description and Employee
Handbook.

21. Perform other duties, which are assigned by the superior from time to time.

This job description is not exhaustive of all the job tasks, but guide and tasks maybe added or
removed by your immediate superior according to pressure of work.

9. Ensure that every guest approaching the Front Desk is attended to immediately
and effectively.
10. Handle situations arising from guests dissatisfaction. Care for and attend
effectively to the guests requests with the sense of protection of the Sun Spa
Resort interests.
11. Approve the release of various amenities in accordance with the established
standard.
12. Arrange for transfers of guests in case of overflow due to full occupancy.
Arrange promptly for transferring guests back to the Sun Spa Resort right upon
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 availability of rooms.
13. Handle room changes, acceptance of cheques, rebates, strictly on the basis of
established policies & procedures.
14. Consolidate immediately written reports on the irregularities of the day and
inform promptly the FOM.
15. Handle situational incidents. Inform the Security Officers for helpful coordination
if the case.
16. Handle reports on losses or damage to guests, properties of guests.
17. Ensure that charges are made correctly on the guest’s bill as per established
policies.
18. Assist FOM to oversee, conduct the training or coaching for the FO staff.
19. Prepare duty rosters of the Front Office. Ensure proper supervision and
delegation of responsibilities at each shift.
20. Ensure that all statistics of the Front Office are correctly recorded.
21. Follow up the room reservations booking status.
22. Check daily the boats reservations status.
23. In the absence of the FOM, perform the Front Office monthly report as per the
established formats.
24. Perform any other duties as assigned by the FOM or the Management of the
Hotel.

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