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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