JOB PROFILE FOR FRONT OFFICE ASSISTANT / FRONT OFFICE SUPERVISOR

DUTY PERFORM RECEPTION FUNCTIONS

01

TASK Prepare registration card

01.01

L2

Process mode of Payment

01.04

L2

Update guest information

01.07

L2

Maintain cleanliness of front desk counter

01.10

L2

Update stationery stock

01.13

L2

Determine room availability

01.16

L2

Check-in guest with reservation

01.02

L2

Arrange Assistance to check-in

01.05

L2

Attend to phone calls

01.08

L2

L2

Monitor out of order rooms report

01.14

L2

Up sell guests rooms

01.17

10

01.03

L2

Handle key control

01.06

L2

Handle guest reservation

Assign room prior to guest arrival

01.11

Check-in walk-in guest

01.09

L2

Handle group/convention check-in

01.12

L2

Check room key inventory

01.15

L2

Check on non guarantee booking

L2

01.18

L3

JOB PROFILE FOR FRONT OFFICE ASSISTANT / FRONT OFFICE SUPERVISOR

DUTY

TASK Check FOA generated report

01.19

PERFORM CASHIER FUNCTIONS

O2

L3

Attend pre-shift briefing

02.01

L2

Handle cash refund

02.04

L2

L2

Cash advance on credit card

02.10

PERFORM GUEST SERVICES ACTIVITY

03

L2

Handle guest request/enquiries

03.01

02.02

Post off-line charges

L2

Handle foreign exchange

Handle miscellaneous charges

02.07

Handle cash float

L2

02.05

L2

Handle guest check-out

02.08

L2

Balance shift closing

02.11

11

L2

Handle guest safe deposit box

02.06

L2

Handle group/convention check-out

02.09

L2

Prepare closing shift cash-drop

L2

Handle guest messages

03.02

02.03

L2

02.12

L2

Handle guest correspondence

03.03

L2

JOB PROFILE FOR FRONT OFFICE ASSISTANT / FRONT OFFICE SUPERVISOR

DUTY

TASK Handle mail/parcel

03.04

Handle guest paging

L2

Handle guest transportation

03.07

L2

Follow up on guest complaints

03.10

L2

Handle referred enquiries and requests

03.13

L3

03.05

Handle flight reservations

L2

Handle guest complaints

03.08

L2

Follow up on coordination with other departments on guest request

03.11

L2

Monitor guest requests/enquiries

03.14

03.06

L2

Coordinate with other departments on guest complaints

03.09

L2

Handle guest referred complaints

03.12

L3

Handle VIP guests

L3

03.15

L3

Check on guest correspondence

03.16

PERFORM REPORTING FUNCTIONS

O4

L3

Review communication logbook

04.01

L2

Generate front office report

04.02

12

L2

Sort out report for distribution

04.03

L2

JOB PROFILE FOR FRONT OFFICE ASSISTANT / FRONT OFFICE SUPERVISOR

DUTY

TASK Report faulty equipment

04.04

L2

Prepare monthly report

04.07

PERFORM SUPERVISORY TASKS

05

L3

L3

Follow up on communication log book

05.01

L3

Organise work assignment

05.04

L3

Check room status

05.07

04.05

L3

Prepare staff overtime report

Prepare staff activity report

04.10

Prepare stock inventory report

04.08

L3

04.06

L3

Prepare staff duty roster

04.09

L3

Monitor cashiers shift closing

04. 11

L3

Monitor staff attendance

05.02

L3

Monitor staff grooming

05.05

05.08

13

Conduct pre-shift daily briefing

05.03

L3

Maintain front office cleanliness

L3

Follow up on faulty equipment

L3

Prepare staff attendance report

L3

05.06

L3

Follow up additional guest request

05.09

L3

JOB PROFILE FOR FRONT OFFICE ASSISTANT / FRONT OFFICE SUPERVISOR

DUTY

TASK Organise group convention requirements

05.10

L3

Monitor staff performance

05.13

L3

Update first aid inventory

05.16

PROMOTE STAFF DEVELOPMENT

06

L3

Conduct orientation for new staff

06.01

L3

Conduct section meetings

06.04

L3

Prepare staff performance appraisal

06.07

L3

Coordinate with other related departments

05.11

L3

Uphold department policies and standard operating procedures

05.14

L3

Monitor cashier and reception functions

05.12

L3

Check safe deposit key inventory

05.15

L3

Control occupancy status

05.17

L3

Conduct staff counselling

06.02

L3

Conduct training programmes

06.05

L3

Conduct staff performance appraisal

06.08

14

L3

Analyse staff training needs

06.03

L3

Organise staff activities

06.06

L3

JOB PROFILE FOR FRONT OFFICE ASSISTANT / FRONT OFFICE SUPERVISOR

DUTY MAINTAIN DEPARTMENTAL SAFETY AND SECURITY 07

TASK Allocate rooms for security reasons

07.01

L2

Check-in house guest credit limit

07.02

L3

Spot check on cash float

07.03

L3

Monitor suspicious activities

07.04

MAINTAIN DEPARTMENTAL COST

08

L3

Perform cost saving utility usage

08.01

L3

Monitor utility usage

08.04

PERFORM NIGHT AUDIT FUNCTIONS

09

L3

L3

Analyse revenue reports

09.04

08.02

L3

Monitor stock inventory

08.03

L3

Monitor related manpower expense

Generate night audit related reports

09.01

Perform cost saving stationery usage

L3

08.05

L3

Prepare front office balancing

09.02

L3

Reconcile departmental financial activities

09.05

15

L3

Prepare food and beverage balancing

09.03

L3

Ensure accuracy of revenue report

09.06

L3

JOB PROFILE FOR FRONT OFFICE ASSISTANT / FRONT OFFICE SUPERVISOR

DUTY

TASK Post room and tax charges

09.07

L3

Perform system backup

09.08

16

L3