GROUP III

COMPETENCIES AND

QUALIFICATIONS IN FRONT OFFICE

Front Office Operations

SUITES

HOTEL

RESORT

PENSSIONNE HOUSE

Definitions: suites;hotel;resort;penssionne house

SUITES-a level of service provided by a hotel for a guest who desires at-home service

HOTEL- a commercial establishment offering lodging to travelers and sometimes to permanent residents, and often having restaurants, meeting rooms, stores, etc., that are available to the general public.

RESORT- a place to which people frequently or generally go for relaxation or pleasure, esp. one providing rest and recreation facilities for vacationers

PENSSIONNE HOUSE-a place used for relaxation or recreation, attracting visitors for holidays or vacations

Competencies

Abilities

Treats

Characteristics

it is a standardized requirement for an individual to properly perform a specific job

Abilities

• power or capacity to do or act physically, mentally, legally, morally, financially, etc.

Traits

Characteristics

a distinguishing characteristic or quality, esp. of one's personal nature

a distinguishing feature or quality

QUALIFICATIONS

– a condition or circumstance that must be

met or complied with

General Manager

Authoritarian (autocratic)

Participative (democratic)

Delegative (free reign)

Physical Projection1. Grooming and Hygiene

MALE Hair should be cut close Not spotless uniform; well

ironed Tidy nails Guard against body odor Close shave

Clean teeth

FEMALE Consider tie hair Stockings Light and proper

make-up Unexcessive

jewelry

.

2. Basic Etiquettes‘ Smile and attend to guest; acknowledge their presence Recognized guest : use their names Welcome the guest as if they in their own home

3. EYE CONTACT Intimidating Involvement Attitude Skill Knowledge

5. Attitude! Comes from with in! The enthusiasm of taking his or her wok! Cooperative! Initiative! Salesmanship! honesty

4. OrderlinessKeep forms arrangedPens must be in holdersKeep counter tops free from articlesComputers must always be readyDesigns must be all setRegistration form should be in order

Self disciplineo Updates oneself continuously with the house rules and regulationo Proper behavior brings reputation to your self, recognition and better

persono Amend mistakes immediately o Improve skills

Courtesyo Should be inherit in one`s nature and a sign of one`s desire

Mental state of mind

Corporate Owner

Controller General Manager Exec. Secretary

Clerks

Assistant General Manager

Garage Manager

Attendant

Exec . Housekeeping

Asst. Housekeeping

Laundry Supervisor

Guest Room Supervisor

Floor Spv.Attendant

Maids Housemen

Human Resource Manager

Admin. Administrator

Plant Engineer

A.M. Crew Leader

P.M. Crew Leader

Crew Crew

Marketing and Sales Director

Corporate Sales

Director

Conference Sales Director

Banquet Sales Director

Ass. Sales Mgr

Advertising DirectoryRecreation

Director

Lifeguard Attendant

Front Office Manager

Asst. Front office Manager

Reservation Manager

Concierge Bell Captain

Maids Housemen

Desk ClerkSwitchboard

Night auditor

Secretary manager

Guard

Gift Shop Manager

Staff

Food and Beverage Director

ASST. Food and Beverage Mgr.

Dining Room Supervisor

A. M. Shift Supv.

P. M. Shift Supv.

Host Host

Cashier

Wait Staff

Bus Staff

Room Service

Cashier

Wait Staff

Bus Staff

Room Service

Exec. Chef

Sous Chef

Pastry Garde-manger

Asst.Asst.

Asst. Cooks

Sanitation Crew

Banquet Manager

Asst. Banquet

Mgr

Wait Staff

Setup CrewBar Staff

Steward Bar Mgr.

Bartender Wait Staff

Front Office Manager

SecretaryFront Office Manager

Assistant Manager

Guest Relation Officer

Telephone Supervisor

Chief Concierge Reservation

Manager

Reception Supervisor

Airport Supervisor

Airport Representative

Assistant Chief Concierge

Concierge

Bell BoyValet

Parkingattendant

Assistant Reception Supervisor

Senior Reception

Reception

Reservation Supervisor

Reservation Clerk

Assistant Telephone Supervisor

Telephone Operator

FRONT OFFICE ORGANIZATIONAL CHART

Corporate Owner

General Manager

Assistant General Manager

Front Office Manger

Reservations Manger

Desk Clerk

Telephone Operator Concierge

Night Auditor

Front Office

Corporate Owner

General Manager

Front Office Manager

Maintenance/Groundskeeper Controller

Housekeeper

Restaurant Manager

Night Manager

Pool Mgr

Desk Clerk

Cook Host

Pantry

Dishwasher

Wait StaffBus Staff

Maids

Housemen

Full Service Hotel

Corporate owner

General ManagerFront Office

Manager

Night Auditor

Desk Clerk

Maintenance Manager

Housekeeper

Maids Housemen

Small limited-serving lodge

Corporate Owner

General Manager

Front Office Manager

Night Auditor Desk Clerk

Standard Size Hotel

Pensioned House

Front Office Manager

SecretaryFront Office Manager

(Guest Relation Officer)

Telephone Supervisor

Reservation

Manager

Reception Supervisor

Concierge

Assistant Reception Supervisor

Reservation Supervisor

Assistant Telephone Supervisor

Resort

Front Office Manager

SecretaryFront Office Manager

Assistant Manager

Guest Relation Officer

Telephone Supervisor

Chief Concierge Reservation

Manager

Reception Supervisor

Airport Supervisor

Airport Representative

Assistant Chief Concierge

Concierge

Bell BoyValet

Parkingattendant

Assistant Reception Supervisor

Senior Reception

Reception

Reservation Supervisor

Reservation Clerk

Assistant Telephone Supervisor

Telephone Operator

SUITES (deluxe)

. Rooms & SuitesShangri-La's Mactan Resort and Spa offers a selection of room types

which feature a range of amenities in addition to a level of service that goes the extra distance. It is this Shangri-La standard for service excellence that separates Shangri-La's Mactan Resort and Spa from other Cebu resorts.

Imperial Palace

Hotels (first class)

Rating -

Resort (standard, deluxe,first class economy)

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