Identify the functions performed by other divisions and departments within a full-service hotel.
Describe the organization of the front office including traditional work shifts alternative scheduling practices and the purpose of job descriptions and job specifications.
4 Revenue Centers
Food and beverage outlets
5 Support Centers
Engineering and maintenance
6 Rooms Division
(continued) 7 Rooms Division (continued)
Valet parking attendants
8 Other Hotel Divisions
Food and beverage
Sales and marketing
Engineering and maintenance
9 Traditional Front Office Functions
Room and rate assignment
Maintenance/settlement of guest accounts
Creation of guest history records
10 Typical Front Office Positions
Front desk agent
11 Job Descriptions
Lists job tasks
Outlines reporting relationships
Lists additional responsibilities
Describes working conditions
Lists job equipment and materials
Lists other important information
(continued) 12 Job Descriptions (continued)
Evaluate job performance
Avoid duplication of duties
Ensure tasks are performed
Determine staffing levels
13 Job Specifications
Lists needed personal qualities
Lists needed skills
Lists needed traits
Spells out managements expectations
(continued) 14 Job Specifications (continued)
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