TIME TASK COMPLETED BY SUPERVISOR

6.45 Receive a proper hand over form the night team

7.00 All team member to count their floats

7.10 Check Hotel Emails

7.15 Check for any disable gueast in the house. In case of fire evacuation

7.20 Set a shift target i.e everyone to enrol 3 guests into loyalty program

7.25 Check Pre-registrations not arrived yet and update the team

7.30 Prepare the Housekeeping handover sheet and give to them before 8.30am

8.00 Check special VIP arrivals for today and make sure team is aware

8.15 Check arrival list for regular guests and attach correct guest profile

8.30 Give VIP and Loyalty guest arrival list to Kitchen & Housekeeping

8.35 Check all traces for arrivals today and share comments with the team

8.45 Read last nights Duty Manager log entries to be prepared

8.50 Check with receptionist on “High balance” / “Guest over limit” report

9.00 Observe one team members performance and give constructive feedback

9.30 Action any memos or training sessions if required

9.30 Make sure Loyalty guest discounts are done before guest checks-out

11.00 Company of the month” welcome letters are printed and signed by GM

11.15 Exchange all Petty Cash and Due me's / Returnables with accounts team

11.30 Order new Internet access cards for guests if applicable

12.00 Place your change order ( coins for the float ) with the accounting team

12.00 Plan lunch break times for your shift

12.30 Check if guest are waiting for their rooms and chase Housekeeping

13.00 Make sure that groups arriving today are prepared

13.10 Balance room types for today

13.20 Make sure the team signs their time sheets

13.30 Receptionists to organise their end of shift banking. Supervisor to check

14.15 Tidy up the reception desk and ensure next shift has enough stationary

14.30 Count your own float and drop any cash amount due

14.45 Prepare handover for the PM shift

TIMETASK COMPLETED BY SUPERVISOR

3.00 Attend FO Afternoon Briefing and Handover from Morning Team

4.00 Count Cash Float

4.10 Check stationary and oversee the lobby area and Lounge area

4.10 Check Pick-up / Drop off report of the day with concierge

4.20 Ensure cleanliness of the Lobby and Lounge

4.30 Check Room change (Liaise with concierge and DM)

4.35 Check all Room Status and discrepancy

5.00 Post any manual incidental charges or deposits as per Morning Shift instructions

5.00 Check and Clear Trace / Flag and Messages on (Timely Manner)

5.20 Print / Save "Emergency Report” / Contingency report set at exactly 16:00hrs

5.30 Revise room allocation and assign rooms for any on day pick up

5.45 Handle FO Procedures – Check-In, Check-Out, Currency Exchange, Cashier procedures etc.

6.00 Verify guest registration cards and Update profile in the PMS.

6.10 Last follow up with AM or Morning shift

6.30 Check and Clear Trace / Flag (Timely Manner)

7.00 Check Emails

7.20 Check on room discrepancy/Refer to DM

7.30 Follow up any refund instructions

8.00 Check next day departure/Clear Folios

8.10 Engage with guest and compile Courtesy Log

8.30 Check RO for next day arrival

8.45 Follow up on supporting documents with reservations

9.00 Block rooms for next day arrival. Refer back to DM for verification

9.00 Modify Registration Card

9.20 Prepare Welcome Letter for “Special Occasion” for next day arrivals

9.35 Check Credit Limit & Post Master/Refer to DM

9.55 Prepare handover with Overnight Team

10.00 Cross check all transactions and posting vs Journal

10.30 All rebates and petty cash to be approved by FOM/AFOM/DM

10.45 Count Float before closure

11.00 Close Cashier and proceed with filing

11.30 Attend evening briefing and handover with Night Team

TIMETASK COMPLETED BY SUPERVISOR

3.00 All team member to count their floats. Make sure they have enough change

3.10 Check your company email account

3.15 Check for any disabled guests in house. In case of fire evacuation

3.20 Set a shift target I.e. everyone to enrol 3 guests into loyalty program

3.25 Check Pre-registrations not arrived yet and update the team

3.30 Check system for number of rooms not clean yet and chase Housekeeping

3.40 Check special VIP arrivals for today and make sure team is aware

3.55 Read today's Duty Manager log entries and update team if applicable

4.00 Make sure all groups are prepared and ready to be checked in

4.10 Check out of order / out of service rooms

4.20 Check all traces for arrivals today and share comments with the team

4.40 Cancel all non guaranteed and 4pm release bookings

5.20 Prepare tomorrow's arrivals and allocate VIP's, regular guests & requests

6.00 Allocate tomorrow's groups, “Company of the month” & high rates

6.00 Chase late check outs and day use rooms

6.15 Plan dinner break times for your shift

6.30 Look at your overbooking and take action if required

7.30 Observe at least one team member and give constructive feedback

8.00 Balance your room types for today

8.30 Release show rooms if not needed any more for today

9.00 Check group invoiced and check out from the system

9.30 Check house accounts ( Pay Master ) and clear if applicable

9.35 Follow up on “High balance” / “Guest over limit” report

10.00 Make sure the team signs their time sheets

10.00 Receptionists to organise their end of shift banking. Supervisor to check

10.15 Tidy up the reception desk and ensure next shift has enough stationary

10.30 Count your own float and drop any cash amount due.

10.30 Prepare handover for the night shift

10.45 Give handover to the night shift and close your cashier before you go home

General Responsibilities:

To be thoroughly acquainted with all check-in policies and procedures.

To be experienced with various guest scenarios.

To be familiar with all technical equipment related to the Front Desk.

To be familiar with all hotel facilities and offerings.

To understand the influence and importance of all departments on the Front Desk.

Responsible for the training of new associates.

Must be familiar with shift checklist and be able to run the desk in absence of the Assistant Manager. Understand

and be able to perform rooms control duties.

Broad knowledge of Opera PMS/ORS, Synergy, Go Concierge and SALTO key systems.

Familiar with all reservation special packages.

Understand all radio codes and emergency procedures

Daily Duties:

An everyday duty of most supervisors is to write, along with other departmental supervisors such as housekeeping and

accounting, in a daily report book that is read by the hotel manager. All supervisors also attend regular meetings with

the manager and work with the manager to maintain or increase the hotel’s profit margin. The front desk supervisor of

a hotel may be involved in projects that improve the hotel’s interior or exterior. One of his or her main responsibilities is

to adjust room rates and advertise these to be more competitive with other hotels in the area. He or she may plan

specials and customer promotions.

Education:

Diploma or Degree in Business Management, Majoring

in Tourism would be added advantage

.

Experience:

3 years of Front Office work or General Administration of

Hotel experience.

Special Skills:

Critical Thinker

Strong Analytic Skills

Good mediator

Microsoft Office literate

Able to lead

Team worker

Organized person

Basic Front Office Supervision requires skills, knowledge and experience at times and more ofpersonal time. For it demands attentiveness to be alert, team player as a leader with excellentcommunication skills.

With thorough knowledge base of its role, functions and responsibilities, a days pay will beworth it and smooth sailing of work day in and day out.

A BIG VINAKALEVU to :

1. DIRECTOR of National Training and Productivity Centre [NTPC] for the utilizing of IT LAB forfree Internet.

2. Mrs Joyce Qila for the knowledge and skills.

That enabled me to compile and complete this piece of work.

VINAKA