JOB DESCRIPTIONS

Front Office Superviser

PIace of Work: Front Office

Scope and GeneraI Purpose of Job: To ensure the smooth and efficient operation of the Front Office
Department and all related guest services, achieving maximum sales and guest satisfaction, and
adhering to the Standard of service required by the hotel.

ResponsibIe To: Hotel Director

ResponsibIe For: Front Office Clerks

Main Duties:

1. To constantly strive to please all guests that he may come into contact with during his work hours.

2. To ensure through effective supervision that all services offered at the Front Desk are always
available and are carried out with the utmost efficiency and courtesy as per the procedures
detailed in the Departmental Operations Manual.

3. To ensure the proper market mix, inventory and rate management to achieve the maximum
average room rate.

4. To ensure a speedy, accurate and efficient telephone and message service at all times.

5. To maintain an atmosphere of tranquillity at the Front Desk, never giving the impression that
there is a problem.

6. To establish an efficient method of communication for the coordination of all Departments, with
particular emphasis on the interaction between the Front Office Sales, Housekeeping,
Maintenance & Security departments.

7. To ensure that all incoming reservations for the day match the necessary accommodation, and
that all V.l.P.'s. Rooms are pre-allocated accordingly.

8. To ensure that a statement of "allocated rooms" is sent to the Housekeeping for the necessary
amenities and room set-ups.

9. To ensure that all return guests are pre-registered and welcomed according to the hotel's Guest
Recognition Programme.

10. To meet and escort all arriving V..P.'s, ensuring that their needs are satisfied, their luggage is
swiftly sent to their rooms, and that they are checked-in courteously and efficiently with no delay.

11. To ensure that all V.l.P. guest Rooms are checked prior to the arrival of the guest for 100%
readiness.

12. To ensure proper completion of all local governnent requirements concerning hotel guests.

13. To work closely with the Sales and Banquets Departments in planning room requirements and
assignments, price allocation, allotment and rooming list, etc. for all tour and convention groups.

14. To assist in securing external guest accommodation should an over-booking situation occur.

15. To ensure the strict control of room keys through regular key inventory checks.

16. To conduct regular Front Office meetings to keep employees informed of policies and
procedures, special events, further improvements plans and guest comments.

17. To ensure that public areas are clean and up to standard.

dministration
1. To ensure that all departmental reports and correspondence are completed punctually and
accurately.

2. To ensure that the guest history files are maintained and updated, merged and purged as
necessary on a regular basis.

3. To ensure that all employee work schedules are properly established.

4. To ensure that all corporate and local special rates information is available and disseminated
efficiently.

5. To attend the meetings and briefings laid down by the Director ofHotel.

6. To conduct regular meetings and briefings for the Front Office Department.
































Front Office CIerk

PIace of Work: Front Office

Scope and GeneraI Purpose of Job: To work on a rotation basis within the Front Office, ensuring
maximum guest satisfaction and adhering to the standard required by the hotel.

ResponsibIe To: Front Office Manager

ResponsibIe For: -

Main Duties:

1. To report for duty punctually wearing the hotel uniform and name badge at all times.

2. To provide a courteous and professional service at all times.

3. To be constantly aware of the room situation and to strive to obtain maximum occupancy.

Front Desk

1. To maintain an atmosphere of tranquillity and efficiency at the Front Desk.

2. To attend to all guests who approach the Front Desk, immediately, cordially, and with a smile.

3. To attend to hotel guests in the procedure of registering, enquiries, key handling, messages and
all related matters.

4. To register the guests promptly ensuring that they are provided with all the necessary information.

5. To enter all guest folios and relevant data into the computer immediately and accurately.

6. To answer the telephone promptly and clearly, ensuring a courteous and friendly manner.

7. To take room reservations effectively, efficiently and as laid out on the proper reservation form.

8. To keep the daily log book up to date.


Reservations

1. To take and maintain up-to-date accurate reservation records, including a record of advance
reservations.

2. To always upsell the Suites and to achieve or exceed the forecasted average room rate.

3. To enter and process reservations and confirmations for the hotel.

4. To maintain an accurate filing system.

5. To maintain the Group files and prepare the Group lists and resumes as required.

6. To prepare a daily V..P. and Special Attention list.


8. To prepare the daily -arrival list and check all reservations against the special requirements and
computer and correspondence details.

9. To maintain and update the guest history files on a regular basis.

Concierge

1. To extend a personal service to the guests, and assist them in all their requirements.

2. To handle the guest mail, take telephone messages, and ensure that all telexes, mail and
messages are distributed promptly and efficiently as per the departmental procedures.

3. To handle the receipt and distribution of incoming packages and periodically send unclaimed mail
back to the sender.

4. To ensure that there's an up-to-date, extensive selection of booklets, guides, maps and
brochures for tourists and business travelers available at all times.

GeneraI

1. To maintain good working relationships with your own colleagues and all other departments.


2. To have a complete understanding of and adhere to the hotel's policy relating to fire, hygiene,
health and safety.

3. To maintain a high standard of personal appearance and hygiene at all times.

4. To respond to any changes in the Front Office function as dictated by the industry, company~or
hotel.


























JOB DESCRIPTIONS

Housekeeping Supervisor

PIace of Work: Housekeeping

Scope and GeneraI Purpose of Job: To ensure the smooth and efficient operation of the
Housekeeping and Laundry Departments and all related guest services, achieving maximum guest
satisfaction by providing the high standard of cleanliness and maintenance required by the hotel.

ResponsibIe To: Director of Hotel

ResponsibIe For: Housekeeping Attendants

Main Duties:

OperationaI

1. To constantly strive to please all guests that he may come into contact with during his work hours.

2. To ensure through effective supervision that all services offered in the Housekeeping Department
are available and carried out with the utmost efficiency and courtesy at all times.

3. To liaise with the Front Office on anticipated guest check-ins, check-outs, room assignments and
rooming list etc.

4. To conduct periodic inspections of all hotel areas to check the cleaning standard.

5. To be responsible for the inventory of guest supplies, linen, uniforms, and the ordering and
replacement when necessary.

6. To be responsible for ordering cleaning ;supplies and guest supplies, and to check that they are
handled, and stored correctly.

7. To liaise with the hotel's contracted companies for pest control to ensure an effective programme
is constituted and maintained.

8. To ensure that all V..P.'s, rooms are checked prior to the arrival of the guest for 100% readiness.

9. To ensure proper arrangement and maintenance of flowers and plants. in the Public Areas.


10. To conduct regular Housekeeping meetings to keep employees informed of policies and
procedures, special events, further improvement plans and guest comments.


dministration

1. To ensure that all departmental reports and correspondence are completed punctually and
accurately.

2. To ensure proper control of master keys of the hotel.

3. To ensure the proper handling and control of lost and found.

4. To ensure proper requisitioning and controlling of supplies.

5. To ensure proper assignments of work to Housekeeping employees.

6. To ensure effective control of linen (i.e. receiving, recording, storage, etc.).

7. To attend the meeting and briefings laid down by the Director of hotel.

GeneraI

1. To respond to any changes in the Housekeeping function as dictated by the industry, company or
hotel.

2. f required, to assure the functions and responsibilities of the Manager on Duty in accordance with
the hotel's Manager on Duty roster.

3. To ensure that all employees provide a courteous and professional service at all times.

4. To assist in the training of the employees ensuring that they have the necessary skills to perform
duties with the maximum efficiency.

5. To supervise the employees within the department ensuring that the correct. standards and
methods of service are maintained as stated in the Departmental Operations Manual.

6. To ensure that all employees have a complete understanding of and adhere to the hotel's policy
relating to fire, hygiene, health and safety.






























Housekeeping ttendant

PIace of Work: Housekeeping

Scope and GeneraI Purpose of Job: To work on a rotation basis within the various are as of the
Housekeeping/ Laundry Department, providing a courteous and efficient service and maximum Guest
satisfaction per the standard required by the hotel.

ResponsibIe To: Housekeeping Supervisor

ResponsibIe For: ---

Main Duties:

1. To report for duty punctually wearing the correct uniform and name tag at all times.

2. To provide a courteous and profesdional service at all times.

3. To maintain a high standard of personal appearance and hygiene at all times.

4. To maintain a high standard of roam cleanliness to the standard required by the hotel.

Guest FIoors

1. To ensure that the hotel's standards of cleanliness and room preparations are maintained in the
assigned rooms.

2. To collect the section key and room assigned report from the Housekeeping Office.

3. To ensure that all guest supplies and linen are available either on the trolleys or in the floor pantry
for assigned rooms.

4. To check and replenish all mini bars and send the charges to the Front Desk.

Rooms


5. To clean each assigned guest room thoroughly ensuring that all amenities are replenished and
the room is set-up according to the established standards.


7. To inspect and clean all facilities, furniture and fixtures, and report any damage to the
Housekeeping Supervisor.

8. To collect soiled linen and sort into or send to the sorting area for the colour coded bags laundry.

9. To provide a turn down service as per the standard established by the hotel.

10. To attend to all Guest's requests and queries courteously and promptly.

11. To complete all necessary information for the room status report for the allocated rooms, marking
its status (occupied, check-out, vacant and etc.) on the provided form.

12. To report to the Housekeeping Supervisor any unusual incidents, complaints, unauthorized
persons in rooms, missing or damaged hotel property, and lost and found items immediately upon
discovery.

13. To clean service toilets and pantries.

14. To efficiently store cleaning equipment ensuring effective stock rotation.

15. To return all master keys at the end of the shift.

PubIic reas

1. To ensure that the lobby guest elevators, ashtrays, public areas, function rooms are cleaned
according to the standard set by the hotel.

2. To clean and inspect all facilities, furniture and fixtures.

3. To sweep and mop floors.

4. To clean all public toilets.

5. To collect and dispose of rubbish from all public areas.

6. To clean and vacuum staircases, carpets and railing.

7. To remove stains from carpets and floors as necessary.

8. To clean and store all cleaning equipment.

Linen Room

1. To issue the hotel linen and uniforms, and keep and maintain the appropriate records of the
movement on a daily basis.

2. To issue linens and uniforms on a "clean for dirty" exchange basis.
3. To inform the Housekeeping Supervisor of any evidence of misused or damaged uniforms or
linen that should be condemned.

4. To ensure that torn garments, or lost buttons or other similar defects are sent immediately to the
tailor far repair.

5. To assist with conducting the monthly inventory of the linen.

6. To ensure that all uniforms and linen ere properly and systematically labelled and stored.

Laundry

1. To pick-up all guest laundry, dry cleaning and pressing work ensuring that there is proper
identification of each item on the Guest list.

2. To handle all linen, laundry, and dry cleaning in accordance with the agreed procedure.





SaIes
Executive

Scope and Oeneral Purpose of Work: To ensure the development of increased hotel sales and to
implement the hatel marketing plan, and pertinent Corporate Marketing and Sales activity plans.

Respo~sible to: Hotel Director


Responsible for: -

Main Duties:

1. To increase occupancy, average rate and profits of the hotel through plannlng, guidance, and
training of hotel sales personnel.

2. To represent the sales functions and needs of the hotel in the development of the Company's
sales policy.

3. To respect sales targets and highlight any variances vith actual sales iigures and recommend
vhat action should be taken to remedy significant variances.

4. To respect the Hotel Marketing Plan.

5. To define and target markets and develop an appropriate sales solicitation strategy for both
domestic and international markets.

6. To maintain personal contact with customers.

7. To provide feedback and counsel to Hotel Director on all sales-related activities.

8. To maintain accurate accounts and data sheets on all active accounts divided into key supplier
sources, to monitor this data via the FDELO system.

9. To distribute promotional literature of individual Hotel as appropriate.

10. To keep up-to-date files on hotels including room and meal rates, conference facilities and theme
parties.

11. To ensure the smooth operation of worldwide reservations at the hotel reservations office.


12. To increase business/occupancy through establishing and maintaining good relationships with a
number of clients, working to meet sales targets.

13. To develop new business wherever possible from identified market segments and sources of
business.

14. To attend trade shows, promotions, etc. representing hotel in general to keep a high profile in
the marketplace.





Cooks

PIace of Work: Kitchen

Scope and GeneraI Purpose of Job: To prepare food items in any section of the kitchen.

ResponsibIe To: Restaurant Supervisor

ResponsibIe For: ssistant Cook

Main Duties

1. To report for duty punctually wearing the correct employee fashion and name badge at all times.

2. To set up the mise-en-place stations for the various meal periods according to performance
standard.

3. To prepare food items according to the standard recipes.

4. To minimize waste of all food items.

5. To collect food requisitions from the commissary kitchen as directed.

6. To break-down mise-en-place stations at the end of meal periods and store the food away
properly.

8. To work in any section of the kitchen.

10. To ensure that operating and kitchen equipment is maintained to a good standard with minimum
breakage.

11. To maintain good working relationships with colleagues and all other departments.

12. To have a complete understanding of and adhere to the company's policy relating to fire, hygiene
and safety.

13. To maintain a high standard of personal appearance and hygiene at all times.

14. To have a complete understanding of the hotel's employee handbook and adhere to the
regulations contained within it.

15. To carry out any other reasonable duties as assigned.

16. To respond to change in the departmental function as dictated by the industry, company or hotel.


17. To establish culinary standards specific for the restaurant which meet the needs of the target
market.

18. To ensure that culinary standards comply with company and hotel policies and procedures and
minimum standards.

19. To use, wherever possible, locally and seasonally available products in menus and "specials".


20. To write specific and accurate product specifications and standard recipes for use in the
computer and by the Materials Manager.


dministration

1. To maintain all hotel records and forms as prescribed by local hotel management and policies.

2. To follow operating standards on the use of the computer.

GeneraI

To respond to changes in the departmental function as dictated by the industry, company and hotel.











































Restaurant Supervisor

PIace of Work: Restaurant

Scope and GeneraI Purpose of Job: To manage the restaurant & conference as an independently
profitable unit and set performance standards for guest service.

ResponsibIe To: Hotel Direcor

ResponsibIe For: All respective outlet employees

Main Duties

FinanciaI

1. To maximize profitability of the outlet by increasing turnover (revenue and covers) as a first
priority and controlling costs as a second priority.

OperationaI

1. To establish guest service standards which meet the needs of the target market and which are in
line with the operating concept of the outlet.

2. To ensure that all operating standards comply with company and hotel policies and procedures
and minimum standards.

3. To write and update the relevant sections of the Departmental Operations Manual.

4. To provide the Materials Manager with detailed purchasing specifications for the general supplies
required in the outlet.

5. To liaise with the cooks concerning food matters and assist his in administrative task)r (kitchen
supervision and Materials Management).

6. Ensure that service standards are met.

7. Participate in service during peak hours

8. Ensure full guest satisfaction is met in the restaurant and conference room.

9. Liase with sales department regarding all events in house to ensure proper and timely service

10. Ensure proper set up of conference rooms before events



dministration

1. To maintain all hotel records and forms as prescribed by local hotel management and policies.

2. To follow operating standards on the use of the computer.


2. To monitor all costs and recommend measures to control them.

Waiter

PIace of Work: Restaurant & Conference Roomn

Scope and GeneraI Purpose of Job: To serve food and beverage to guests in a friendly manner and
according to the established performance standards.

ResponsibIe To: Restaurant Supervisor

ResponsibIe For: -

Main Duties

1. To report for duty punctually wearing the correct employee fashion and name badge at all times.

2. To serve food and beverage to guests according to established performance standards.

3. To do side duties as assigned on a daily basis.

4. To handle guest enquiries in a courteous and efficient manner.

5. To provide a courteous and professional service at all times.

6. To maintain a good working relationship with colleagues, and all other departments.

7. To have a complete understanding of and adhere to the hotel's policy relating to fire, hygiene,
health and safety.

8. To maintain a high standard of personal appearance and hygiene at all times.

9. To have a complete understanding of the hotel's employee handbook and adhere to the
regulations contained within.

9. To carry out any other reasonable duties and responsibilities assigned.

10. To respond to change in the departmental function as dictated by the industry, company or hotel.

11. To prepare drinks according to established standard recipes.

12. To serve drinks according to established performance standards.















EIectrician

PIace of Work: P.O.M.E.C. Department / Electrical Shop

Scope and GeneraI Purpose of Job: To perform all duties within the scope of the electrical field in the
hotel, as assigned by his supervisors in accordance with the departmental standards.

ResponsibIe to: Hotel Director

ResponsibIe for:

Main duties:

1. To inspect, clean, maintain and repair all electrical switchgear and distribution networks and
systems.
2. To maintain and repair all electrical appliances.
3. To replace electrical light bulbs and fluorescent tubes according to schedule or if so required.
4. To inspect, clean, maintain and repair all electrical lighting fixtures, floodlighting, neon signs and
emergency lighting installations.
5. To maintain emergency power supply and uninterruptible power supply systems.
6. To service electrical motors and controls.
7. To carry out preventive maintenance tasks on all electrical equipment.
8. To be thoroughly familiar with all regulations regarding safety at work and observe these
meticulously at all times.
9. To observe cleanliness at the place of work and on the job after completion of work.
10. To ensure cleanliness of appearance and uniform, particularly when working in guest areas.

OccasionaI duties:

To perform duties outside the scope of his trade in case of emergency, if so called upon.

























JOB DESCRIPTIONS

PIumber

PIace of Work: P.O.M.E.C. Department / Mechanical Shop

Scope and GeneraI Purpose of Job: To perform all duties within the scope of the mechanical /
plumbing field in the hotel, as assigned by his supervisors in accordance with the departmental
standards.

ResponsibIe to: Hotel Director

Main duties:

1. To inspect, clean, maintain and repair all mechanical and plumbing installations and systems.
2. To maintain and repair all mechanical and plumbing fixtures and fittings.
3. To inspect, clean, maintain and repair all installations pertaining to fire fighting and fire water
pressurization systems.
4. To maintain domestic cold and hot water supply systems, including calorifiers and heat
exchangers.
5. To maintain and service sewage systems, pumps, aerator installations and related equipment.
6. To carry out preventive maintenance tasks on all mechanical and plumbing equipment.
7. To be thoroughly familiar with all regulations regarding safety at work and observe these
meticulously at all times.
8. To observe cleanliness at the place of work and on the job after completion of work.
9. To ensure cleanliness of appearance and uniform, particularly when working in guest areas.

OccasionaI duties:

To perform duties outside the scope of his trade in case of emergency, if so called upon.