JOB DESCRIPTIONS ROOM RESERVATION JOB TITLE : Reservation DEPARTEMENT : Front Office DIVISION : Room REPORT TO : Assistant Manager /Asst. Front Office Manager JOB SUMMARY Responsible for the efficient handling of room bookings and participating in the service provided. Familiar with the operations of the reservation and ensure efficient and accurate output of all reservations and forecast. To achieve maximum occupancy and average rate through effective yield management. RELATIONSHIP 1. Reports directly to Front Office Asst. Manager / Asst. FOM. 2. Interacts with Front Office personnel, Concierge, Sale and Marketing and Credit Department. DUTIES AND RESPONSIBILITIES 1. To follow thoroughly all policies and procedures. 2. To work closely with Sale & Marketing and Finance Department. 3. To have a working knowledge of the Front Office and Sales and marketing Department on how they relate to Reservation section. 4. Process all requests for room reservation. 5. Process Group Reservation : Take requests and coordinate with Sale Departement. Input / modification / cancellation. Filling Prepare Group Arrangement Form. 6. Update Status Board 3 months forecast. 7. Review no-show and follow up with necessary action (e.g.:applying no-show charges for guaranteed bookings). 8. Update and maintain Corporate and Travel Agent Listing. 9. Update and maintain Credit Listing. 10. Ensure computer terminals, printers, fax and photocopy machine are maintained in good working order. 11. Identify VIP, regular guests and long staying guests and build rapport to offer personalized service. 12. Cultivate good working relationship with inter-related departments. 13. Edit guest history records. 14. Order stationary and brochures. 15. To prepare Monthly Nationality Statistics by Segment Report. 16. Prepare 10 most productive corporates monthly report. 17. To keep the Management updated on room Forecast on weekly and monthly. 18. Have thorough knowledge of all guest rooms, their location, rates and amenities; be familiar with Hotel facilities and service. 19. To be aware from time to time the increasing in room tariff, contracted and package rates, ect. 20. Strictly follow the policy of selective selling; to weigh the value of each request before acceptance. 21. To know the credit policy and how to apply the code for each reservation. 22. Keep work areas clean and tidy at all times. 23. Perform other duties as assigned by Asmen or Asfom. FRONT OFFICE ASSISTANT MANAGER (EVENING) JOB TITLE : Front Office Assistant Manager (Evening) DEPARTEMENT : Front Office DIVISION : Room REPORT TO : Front Office Manager Purpose The Front Office Assistant Manager (Evening) provides day to day supervision, direction and leadership to all Front Office personnel under the guidance of the Asst. Front Office Manager in accordance with the objectives, performance and quality standards established by Panorama Regency Hotel. DUTIES AND RESPONSIBILITIES 1. Is responsible for all activities of the Front Office as well as other hotel activities relating to the the effective and efficient operation of the hotel. 2. At the start of the shift the FO Assistant Manager (evening) must be briefed by the FO Assistant Manager (Morning) on pending matters and he must familiarizes himself with the: 1. Room situation in the hotel 2. Room situation in the city 3. Staff Roster 4. VIPs and tour list 5. Reports from the end of the previous shift 6. Correspondence bearing on the current shift 7. Tickler file for the day’s event 3. Notifies management that he is on duty and that he may be reached on a pager/wireless/hp. 4. Is responsible for the smooth operation of the hotel. He will make decisions on all matters involving guest contact with hotel employees. In the absence of the FO Manager he has full authority in all decisions 5. Ensure maximum safety of the guests, patrons and employees during emergencies. The protection of the hotel’s interest must be of major concern to him. 6. In all incidents, provides management and department heads with reports and takes action to avoid repetition of any incident, accident, theft, complaint, etc. 7. His main area of concern is the operation of the Front Office. Observes flow work and corrects possible bottlenecks. 8. Supervises Bell Service Staff, Doorman and Security staff. 9. Contacts department heads in emergencies requiring immediate action. 10. Promptly handles guest and patron complaints and informs the necessary department heads when appropriate. 11. Ensures that all employees adhere to the policies established by management and decides when deviation from policies is in the best interest of the hotel. 12. Tour the lobby and public areas, taking corrective action where needed. 13. Meet VIPs arriving on the shift and escorts them to their rooms and ensures that their requests are carried out. 14. Stays in close touch with the housekeeper in charge so as to assist in the most efficient use of the housekeeping staff. 15. Is thoroughly familiar with available emergency services and the fastest way of obtaining them. 16. Inspects each of the hotel’s food and beverage outlets at least once during the shift to ensure that guests receive proper service and that hotel standards area being maintained. Points out deficiencies to the respective supervisors. Forwards and inspection report to the Front Office Manager. 17. Assume other duties assigned by the Front Office Manager from time to time. 18. Makes advanced preparation for an orderly transition from the morning to the evening shift. FRONT OFFICE ASSISTANT MANAGER (NIGHT) JOB TITLE : Front Office Assistant Manager (Night) DEPARTEMENT : Front Office DIVISION : Room REPORT TO : Front Office Manager Purpose The Front Office Assistant Manager (night) provides overnight supervision, direction and leadership to all Front Office personnel under the guidance of the Front Office Manager in accordance with the objectives, performance and quality standards established by Panorama Regency Hotel. DUTIES AND RESPONSIBILITIES 1. Is responsible for all activities of the Front Office as well as other hotel activities of the effective and efficient operation of the hotel. 2. Supervises night audit staff, night FDA and all other hotel employees on duty during the night shift. 3. At the start of the shift, discusses with the Asst. Front Office Assistant Manager and FDA current and/or possible problems. 4. Determines “Room Availability” count. 5. Ensures that all remaining reservations are stamped “DNA” (Did Not Arrive), into two categories (guaranteed and non-guaranteed), counted and totals recorded for the morning Report. 6. From the daily house count prepares and checks the following information on the day’s business: departures, walk-ins, unexpected check-outs, number of day-use rooms, DNAs, GTD, stayovers, room revenue report, etc. 7. Examines the next day’s reservation. 8. Ensures the next day’s data sheet is filling out and that the status of the hotel’s room availability for the beginning of the next’s business is determined. 9. Inspect the hotel’s public areas. 10. Ensures that the Daily Morning Rooms Report is accurately completed and distributed by 8 am. 11. Briefs the FO Assistant Manager (morning) on the problems occurring during the night shift and any situation that may require further attention. 12. Is conversant with FDA procedures, conducts training of new staff when necessary. 13. Is thoroughly familiar with all emergency procedures that will ensure the safety of all hotel employees and guests. 14. Assume other duties assigned by the Front Office Manager from time to time.