FRONT OFFICE II ASSIGNMENT

1. The Functions of FOM

• Basic Functions of a Front Office Manager
• By Keith Evans, eHow Contributor
• A front office manager fill a variety of roles.
• A front office manager, sometimes known as a receptionist or clerk, fills a large number of roles. This customer-facing position, typically found in the hospitality industry, serves to both interface with customers and carry out front-office business duties. Though responsibilities and compensation vary considerably from organization to organization and even within companies, many front office managers share a number of basic duties.
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• Customer Interface
• Front office managers frequently interface with customers, often greeting them as they enter the establishment, answering inquiries and generating sales. According to a generic job description posted on the employment website Career Builder, front office managers might receive and process payments from customers and provide receipts as needed. In some cases, according to Career Builder, front office managers also deal with troublesome customers or guests and engage appropriate security personnel to address customer security concerns. Depending on the organization, a front office manager might interface with all guests or only with those considered sensitive or important.
• Office Management
• Front office managers ensure the front office of the business continues to operate in an efficient manner. Managing the office can involve analysis of expenditures to minimize cost, according to a job description posted on the lodging website Hotel Mule, and some managers review daily logbooks to maintain an awareness of business activities. Front office managers should be familiar with typical office applications like spreadsheets and word processors. According to the employment website The Job Fool, employees in this position also can use company proprietary systems to maintain business operations.
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• Manage Customer Experience
• Employees in a front office manager position have considerable responsibility for ensuring customers and guests receive exemplary service. In addition to simply interacting with customers and addressing security issues, front office managers also act as a single point of contact for customer complaints and escalated issues. Front office managers might approve promotional rates in response to customer negotiations, according to a job description posted on Hotel Mule, and some front office managers have the authority to grant discounts, service credits or complimentary service to unsatisfied guests. Front office managers also might work with other groups within the business, like housekeeping and maintenance, to ensure guests see a clean, fully operational property upon arrival.
• Staff Supervision
• Depending on the organization, front office managers might be responsible for supervising members of the hotel staff. Supervisory duties, according to The Job Fool, can include scheduling of personnel to meet customer demand, planning and assigning work, and developing employee communications. Front office managers might plan and conduct periodic staff meetings and even collaborate with heads of other departments to ensure completion of organizational tasks. In some cases, employees in this position develop and deliver training to keep employees abreast of changing business practices.

SOURCE : http://www.ehow.com/list_6397029_basic-functions-front-office-manager.html

2. Front Office Supervisor Job Descriptions

Front Desk Supervisor Job Description

By K.A. Francis, eHow Contributor

Front desk supervisors keep customers happy.

The front desk supervisor is in charge of the staff that directly assists hotel guests. They are responsible for the smooth operation of check-ins and check-outs, guest services, guest satisfaction and rectifying any issues that arise. The front desk staff reports to the front desk supervisor, and he or she is responsible for scheduling the staff and is expected to be knowledgeable and capable of performing all front desk tasks. The front desk supervisor reports directly to the general hotel manager.

General Responsibilities

• A front desk supervisor hires and trains employees and is in charge of the front desk staff. The supervisor is ultimately responsible for ensuring the happiness and satisfaction of the guests, including accurate billing services, swift and efficient registration services and fostering a convivial and professional atmosphere.

Daily Duties

• Supervisors are responsible for all aspects of recordkeeping, such as the work schedule for the staff, cash accounting for the front desk and paying vendors. The supervisor also acts as the front office manager when the manager is not in the office.

Education

• Front desk supervisors should have a high school diploma or equivalent. A bachelor's degree in hotel management or hospitality is preferred.

Experience

• Supervisors should have a working knowledge of day-to-day hotel office procedures and previous hotel department supervisory experience.

Special Skills

• Front desk supervisors should have an eye for detail, excellent customer service and communication skills, computer skills and basic math skills.

Source : http://www.ehow.com/about_6111814_front-desk-supervisor-job-description.html