Soal:
1. Rangkumlah atau tulislah inti sari dari materi The Function of FOM.
2. Carilah contoh job description FOM dan FO Supervisor ( FDA supervisor, bellcaptain) atau level supervisor lainnya di Front Office, cantumkan referensi/sumber yang anda gunakan dalam menyelesaikan tugas tersebut.
1. The Function of Front Office Manager
Front office manager has at his or her disposal the basic elements of effective management practice; equipment, employees, inventory (rooms to be sold), a budget and sales opportunities. Front office manager is responsible for coordinating these basic elements to achieve the profit goals of the hotel property. Front office staff must be trained properly to function within the guidelines and policies of the hotel establishment. The front office manager can not assume that an employee knows how to do certain tasks. Every staff needs instructions and guidance in how to provide hospitality: front office staff’s attitudes are of utmost importance to the industry. To ensure that the proper attitude prevails, staffs must provide an atmosphere in which employees are motivated to excel and that nurtures their morale and teamwork.
The property management system gives the front office manager an unlimited opportunity for managerial control. He or she can easily track information such as Zip codes of visitors, frequency of visits by corporate guests and amount of revenue a particular conference generated and pass this information on to the marketing and sales department.
An unsold guest room is a sales opportunity lost forever. This is one of the major challenges of the front office manager. Cooperation between the marketing and sales department and the front office is necessary to develop profitable advertising and point-of-sale strategies. Budgetary guidelines must be developed by the front office manager and the general manager, as the front office manager does have a large dollar volume under his or her control. The budgeting of money for payroll and supplies, the opportunity for improving daily sales and accurate recording of guest charges require the front office manager to apply managerial skills.
The foremost concept that characterized a front office manager is team player. The front office manager does not labor alone to meet the profit goals of the hotel property. The general manager sets the goals, objectives and standards for all departments to follow.
2. Front Desk Manager Job Description
The hotel front desk manager supervises the front desk staff in hotels to ensure that guests receive outstanding customer service according to hotel policy. The front desk manager reports to the general manager of the hotel. The front desk staff is the first representatives of the hotel that guests meet when arriving at the facility. The manager handles special requests and complaints from guests.
Duties
o The front desk manager assigns duties to front desk staff and schedules employees to cover a 24 hour a day, seven day a week workweek. Managers monitor front desk staff performance to ensure that employees follow hotel procedures and policy. The front desk manager handles special requests from guests such as transportation. The manager hires staff and conducts interviews for positions in the hotel. The front desk handles payments and deposits for rooms and works with other departments in the hotel, such as housekeeping, to ensure guests' needs are met.
Function
o The front desk of a hotel provides guests with a contact person to handle complaints and special requests. The manager of the front desk in a hotel works with other staff members to ensure that guests have a pleasant experience and a good impression of the facility.
Skills
o A front desk manager must have customer service, communications and organizational skills. The position requires flexibility in scheduling and the ability to handle confrontation and complaints with patience and diplomacy. Front desk managers may monitor public rooms such as banquet facilities in the hotel for disruptive behavior and remove unruly guests, according to CBSalary.com.
Education
o Larger hotels may require front desk managers to have a bachelor's degree in hotel management, according to the Bureau of Labor Statistics. A smaller hotel may require front desk managers to have an associate degree in hotel management or a certificate. Hotel management degree programs may include work study, or students may work part time in a front desk position to gain experience.
By Luanne Kelchner, eHow Contributor
Hotel Front Desk Manager Job Description | eHow.com http://www.ehow.com/about_6526154_hotel-desk-manager-job-description.html#ixzz1pfX57oQt
NENI APRIANI
2011145025
H01
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