- Check on special billing instructions with supporting documents for Companies or Travel Agents' responsibilities for payment. 1. Inspect the daily room situations including extensions of Guests or unexpected departures. Then update an accurate room adjustment summary. - Contracted room rates, commissionable bookings, prepaid package, online reservation. - Collect sufficient deposit on miscellaneous charges. - Collect all deposits from walk-in guests. 2. Co-ordinate with the Security Department in investigating any irregularities or undesirable visitors. 3. Maintain a logbook to record daily operational activities and submit it to the Front Office Manager every morning. 4. Report on any incidents of in-house or walk-in Guests, employees as well as any loss and/or damage arising within the hotel. Kim Ti n has just promoted Front Office Supervisor after 3 working years at our hotel. He ế always gives us his good performance during his working time. However, when catching new position, he seems to be not happy as before. And the result of job was brought back too bad by him. We process to analysis the circumstance and recognize that good performance in staff position is not also good in supervisor. First, he keep himself in staff position and work 7
everything alone as used to without assign staff. Second, some weakness was showed in the ability of supervise Front Desk staff on the job. Actually, this weakness make him cannot fulfill others concerned task such as training and coordinate with others. Supervisory Skill course is applied for him to fulfill his competence in Front Office Supervisor position. By this way, we ensure that he will be more confident in performance. The most important, his knowledge will be shared to our staff through his training task. We decide to choose the tailor made training which conducted by outside training centers with details discussion with HR Department for specific requirements of ours for the objectives of the course. This type of training requests the outside training centers has to provide a certificate of completion or achievement to the trained staff. TRAINING COURSE We process TNA Questionnaire before definite the course for our staff. Because this information provided will help us increase to enjoyment and relevance of your training. TNA Questionnaire 8
Leadership and Management Skills for Supervisors Please provide us with the following information to assist in providing the most relevant training for you in this upcoming training course. What is your name? What is your job title? 1. If you have any specific problems regarding management skills, please list them below and we will try to discuss these issues in the course.
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