1. Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s. 2. Assists in VIP’s arrival departure in absence of guest relation officers. 3. Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour. 4. Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests. 5. Assists in sending guest messages or faxes. 6. Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows 7. Assists in handling room lock problems. 8. Prepares and checks for VIP’s arrival and escorts guests to rooms. 9. Co-ordinates with all departments concerned in order to maintain Front Office functions properly. 10. Operates the front office computer system in order to assist front office attendants. 11. Checks group department, fit and ensure switchboard makes appropriate wake up calls. 12. Handles guest complaints and other related problems and reports on the Assistant Manager’s log book. 13. Assists reception, business centre, cashier, concierge and bell captain during they are busy. 14. Answers guests inquires, handles complaints and attend to the needs of the guests. 15. Approves and sign for allowances, rebates etc., as required by Front Office Cashier. 16. Authorizes charges to be made for late departures and/or compliments on them. 17. Promotes and maintains good public relations. 18. Motivates and maintains good staff relations. 19. Maintains and be guided of hotel policy on credit/lost and found hotel guests properties. 20. Follows up in credit check report, liaise with credit manager. 21. To responsible for front office operation during the absence of Front Office Manager (HO). 22. To discuss all matters that needed to follow up with the next shift Reception Manager. 23. Approves the working schedule for the front office attendants and submits them to front office manager (HO). 24. Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders. 25. Assigns and Approves Duty roster for all Front desk staffs. 26. To welcome and bid farewell to all visitors to the hotel in a warm and professional manner. Ensuring all guests receive prompt service and guidance accordingly. 27. To assist with all departments in times of pressure – where reasonably possible. 28. To host and facilitate the Morning Meeting ensuring all relevant HOD’s are prepared for the day ahead. 29. To ensure that accommodation for arriving VIP’s and those staying is prepared to the agreed standard. 30. To introduce yourself to all residential guests and hosts of events and parties upon arrival. 31. To room all VIP and important guests personally assuring a very positive first impression. 32. To liaise with guests and ensure a strong host presence at all times, passing relevant information onto staff especially specific requirements or arrangements 33. To perform duty management as detailed on the management rota 34. To ensure that the standards of service in all areas meet the required levels 35. To deal with complaints quickly ad efficiently and find suitable solutions to any problems that may arise, communicating issues the MD and colleagues in a constructive and clear manner 36. To assume responsibility for the running of the Hotel in the absence of senior management 37. To coordinate guests and staff during an emergency and have good knowledge of fire procedures 38. To be aware of and promote all services offered in the Hotel 39. To ensure guests wishes are met if not exceeded so far as is reasonably possible 40. To ensure that all staff address guests by their correct name and title 41. To liaise well with all departments, ensuring that communication of the day’s activity is clear and understood 42. To make sure that Company policy and the Vision are followed at all times 43. to improve the positive reviews on the website by the guests to convince about the good service 44. make monthly report, as well as incident reports for the general manager 45. prepare negative comments action plane 46. negotiate with travel agents the deductions and legal claims

1. determining, negotiating and agreeing in-house quality procedures, standards and/or specifications 2. assessing customer requirements and ensuring that these are met 3. setting customer service Standards 4. specifying quality requirements of raw materials with suppliers 5. investigating and setting standards for quality/health and safety 6. ensuring that manufacturing processes comply with standards at both national and international level 7. working with operating staff to establish procedures, standards, systems and procedures 8. writing management/technical reports and customers’ charters 9. determining training needs 10. acting as a catalyst for change and improvement in performance/quality 11. directing objectives to maximise profitability 12. recording, analysing and distributing statistical information 13. monitoring performance 14. supervising technical or laboratory staff. 15. draft quality assurance policies and procedures 16. interpret and implement quality assurance standards 17. evaluate adequacy of quality assurance standards 18. devise sampling procedures and directions for recording and reporting quality data 19. review the implementation and efficiency of quality and inspection systems 20. plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality 21. document internal audits and other quality assurance activities 22. investigate customer complaints and non-conformance issues 23. collect and compile statistical quality data 24. analyze data to identify areas for improvement in the quality system 25. develop, recommend and monitor corrective and preventive actions 26. prepare reports to communicate outcomes of quality activities 27. identify training needs and organize training interventions to meet quality standards 28. coordinate and support on-site audits conducted by external providers 29. evaluate audit findings and implement appropriate corrective actions 30. monitor risk management activities 31. responsible for document management systems 32. assure ongoing compliance with quality and industry regulatory requirements 33. to improve the positive reviews on the website by the guests to convince about the good service 34. make monthly report, as well as incident reports for the general manager 35. prepare negative comments action plane 36. negotiate with travel agents the deductions and legal claims

1. Ensure Outstanding customer care at all times. 2. Maintains a friendly, cheerful and courteous demeanour at all times. 3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. 4. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. 5. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue. 6. Supervise daily shift process ensuring all team members adhere to standard operating procedures. 7. Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. 8. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. 9. Adhere to company credit limit / floor limit policies. 10. Allocate rooms to expected arrivals after checking the guests preferences and special requests. 11. Build strong relationships and liaise with all other department's especially housekeeping, reservations etc. 12. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests. 13. Cross Check all billing instructions are correctly updated 14. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy. 15. Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. 16. Performs other duties as assigned, requested or deemed necessary by management. 17. Ensure Front office log book and hotel log book is always updated and actioned upon. 18. Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD. 19. Participate in hotel committees and task force assignments. 20. Assist all departments in servicing the guests during high volume periods. 21. Takes responsibility in the absence of the Duty Manager / Front office manager

Supervisor Front Office Shift Leader Front Office Receptionist

Tel. Operator