100%(2)2 out of 2 people found this document helpful
This preview shows page 10 - 12 out of 36 pages.
Job Specification states the minimum qualifications required for performing a job.Its emphasis is on an individual. For example, education level, work experience, generalhealth, mental health, leadership skills, flexibility, manners, and creativity. Its outlines theeducations and qualifications needed of someone in the role. Both are important inassessing whether an applicant is a good fit for a job.The front office personnel are the public’s main contact with the hotel. Thepersonnel include front office manager, assistant front office manager, receptionist, frontdesk cashier, reservation agent, night auditor, telephone operator, concierge, and bellboy.Each personnel have different job description and specification. For example, a bell boyhas a responsibility to assists guests with luggage to the front desk. For performing thisjob, a bell boy requires to have a good fitness.The personnel within the front office department in Eastern and Oriental Hotel arefront office manager, assistant front office manager, duty manager, Japanese guestrelation manager, receptionist, front desk cashier, reservation agents, night auditors,telephone operators, concierge, and bellboy.10
The front office manager plays an important role in the hotel because her effortswill directly affect the whole hotel. In Eastern and Oriental Hotel, the front officemanager has a responsibility on customer service. It is the first commitment of a frontoffice manager. She needs to oversee phone reservations and room assignments, greetsand registers guests, fulfils for special requests from guest, such as prepares a ceremony,meetings, and transportation. When a guest complaints on the services in the hotel ormakes conflict, she must handle it with courtesy and tact, and may offer discountsadjustments to bills or compensate a complimentary room. In the other hand, she mustmaintain an open communication channel with other departments of the hotel so that theoperation will going well. Besides that, she needs to allocate duties to staffs and preparesweekly work schedules and shift assignments. Furthermore, she also be responsible forhiring and training new staffs, and for regularly inspecting the performance of each staff.When VIPs, such as celebrities, stay at the hotel, she is often responsible for giving thempersonal attention they require. In addition, the front office manager needs to prepareregular reports to executive director as a review. To become a front office manager ofEastern and Oriental Hotel, an applicant requires to has a minimum qualification of ahospitality-related bachelor degree, proficiency in English, at least of seven years’ workexperience as an assistance front office manager or reception manager, great leadershipskill, good in health condition, good in communication, and time management.