HOTEL KNOWLEDGE and JOB DESCRIPTION

Classic Tandoori Chicken Recipe

2011-11-18T23:23:00.000-08:00

This is probably the most famous of Indian dishes. Marinate the chicken well and cook in an extremely hot oven for a clay over-baked taste. If you want authentic “burnt” spots on the chicken, place the dish under a hot grill (broiler) for a few minutes after baking.

Ingredients: (Serves 4-6)

• 1.5 kg/3 lb oven-ready chicken
• 250 ml/8 fl oz/1 cup natural (plain) yogurt, beaten
• 4 tablespoons tandoori masala paste
• Salt, to taste
• 6 tablespoons ghee
• Salad leaves, to serve
• Lemon twist and onion slices, to garnish

Method:
1. Using a sharp knife or scissors, remove the skin from the chicken and trim off any excess fat. Using a fork, beat the flesh at random.

2. Cut the chicken in half down the center and through the breast. Cut each piece in half again. Make a few deep gashes diagonally into the flesh. Mix the yogurt with the masala paste and salt. Spread the chicken evenly with the yogurt mixture, spreading some into the gashes. Leave for at least 2 hours, but preferably overnight.

Classic Tandoori Chicken

3. Preheat the oven to maximum heat. Place the chicken quarters on a wire rack in a deep baking tray. Spread the chicken with any excess marinade, reserve a little for basting halfway through cooking time.

Classic Tandoori Chicken

4. Melt the ghee and pour over the chicken to seal the surface. This helps to keep the center moist during the roasting period. Cook in the preheated oven for 10 minutes, then remove, leaving the oven on.

Classic Tandoori Chicken

5. Baste the chicken pieces with the remaining marinade. Return to the oven and switch off the heat. Leave the chicken in the oven for about 15-20 minutes without opening the door. Serve on a bed of salad leaves and garnish with the lemon twist and onion slices.

Krapao Gai - Thai Basil Chicken

2011-11-18T23:19:00.000-08:00

Krapao Gai – Thai Basil Chicken

Ingredients :

• 2 tbs vegetable oil
• 2 cloves of garlic
• 1 chicken breast
• 1/2 onion
• 4 tbs oyster sauce
• 2 tbs soy sauce
• 1 tsp black soy sauce
• 1/3 cup water
• 1/2 cup fresh basil
• 3 fresh chili peppers

Preparation :
• Chop the garlic into small pieces
• Cut chicken into 1/4 inch slices
• Chop the onion into thin slices
• Pick the fresh basil leaves from the stem
• Chop the chili pepper

Cooking :
• Turn on the stove to the medium heat
• Heat the oil
• When the oil is hot add the garlic
• When the garlic is soft (don’t let it burn) add the chicken
• Stir the chicken until it is cooked
• Add the onion
• Add all the sauces (oyster, soy and black soy sauce) and stir it together
• Add water and stir for about 2 minutes
• Add the chili peppers and basil, stir it couple of time and it’s done

Serve :
• Serve over rice and garnish with fresh basil

Tom Kha Gai Herbal Coconut Soup With Chicken

2011-11-18T18:41:00.001-08:00

Tom Kha Gai – Herbal Coconut Soup with Chicken

Ingredients :

• 300 gr chicken breast, thinly sliced
• 3 cup coconut milk, fresh or canned
• 1/2 cup coconut cream, fresh or canned
• 1/2 cup young galangal, sliced into 1 cm slices
• 2 lemongrass stalks, bottom third only, cut into 4 cm sections and lightly smashed
• 4 big kaffir lime leaves, crushed between the hands
• 3 tbs fish sauce or to taste
• 5 red bird eye’s chilies, lightly crushed with a knife
• 1 heaping tea spoon roasted chili paste (Nam Prik Pao)
• 5 coriander sprigs, chopped

Preparation Methods :

• Bring the coconut milk to a soft boil in a medium large pot
• Add the chicken breast, galangal, lemongrass and kaffir lime leaves. Bring to a gentle simmer until the chicken is cooked through.
• Add the coconut cream and chilies. Bring to a boil once more, take off the heat.
• Season with fish sauce, lime and roasted chili paste.
• Serve sprinkle with the coriander leaves.

Moo Dang Barbeque Pork

2011-11-18T18:38:00.001-08:00

Moo Dang (Barbeque Pork)

Ingredients :

• 2 tbs sugar
• 2 tbs soy sauce
• 1 tbs salt
• 1 lb pork
• 1 tsp Chinese five spice

Methods :

1. Select pork that is big chunk and not a pork chop. If you like pork loin, that is great. But you don’t have to get pork loin. Asian markets normally have the right cut of pork for sale as 4 inch by 5 inch by 3 inch chunks of meat. Cut the pork with the grain into long pieces, 2 inches x 2 inches cross-sectional and any length you like.
2. Marinade with the rest of the ingredients for at least half an hour or overnight.
3. Heat the oven to 350 and bake for an hour on a tray, cast iron pan or piece of aluminum foil.
4. When done, the pork should be reddish, firm and dry but not burn. Of course, you can also cook the pork on the grill, but the oven is convenient year-round

Fish Curry

2011-11-18T18:33:00.001-08:00

FISH CURRY

Ingredients for Fish Curry:

• White fish fillet – 1/2 Kg
• Onions – 1 no’s chopped
• Onions – 1no’s Grinded
• Ginger-Garlic paste – 1 teaspoon each
• Tomato puree – 3 tablespoon
• Water – 1/2 cup
• Ghee – 1/2 cup
• White cumin seeds – 1 teaspoon
• Turmeric powder – 1 teaspoon
• Garam masala powder – 1 teaspoon
• Salt To Taste

Method for Fish Curry:
1. Cut the fish into medium-sized pieces.
2. Heat the ghee in a pan and fry the fish pieces gently until light brown.
3. Add the chopped onion to the ghee in the pan and fry until golden.
4. Add White cumin seeds, turmeric, and garam masala and cook stirring for few seconds.
5. Now add the grinded onion, garlic, ginger and tomato puree.
6. Fry the mixture until the ghee starts to separate.
7. Add the water and salt and bring the mixture to the boil.
8. Add fried fish pieces, reduce the heat and simmer for about 10 minutes.
9. Enjoy hot Fish Curry with rice or bread.

Housekeeping Training Video Tutorial

2010-11-13T18:06:00.000-08:00

Exclusive Free Housekeeping Training Videos-1

After starting to share Free Hotel Knowledge Training Videos in this blog, my visitors are demanding for Housekeeping videos. It is really difficult to find and upload such videos since housekeeping videos are really tough to find and most of the cases don’t meet the industry standard. Anyway, I have successfully found some very good standard housekeeping videos which are quite professional. But don’t feel that whatever shown in these videos are the ultimate standard. These are some demonstration which will help you to learn housekeeping job of a Hotel. I do hope you will enjoy watching these Free Housekeeping Videos.

English for Non English Speaking Housekeeping Stuffs:

Arranging Stock: Linen & Amenities:

How to Clean Dirty Room (Part-1):

How to Clean Dirty Room (Part-2):

Turn Down Service:

Read Label of the Wine Bottle Tutorial

2010-11-13T17:57:00.000-08:00

If you work in any Hotel, Restaurant or Bar then you should know how to Read Label of the Wine bottle properly.
These are some GREAT Hotel Management Training Videos and i guess if you keep your patience and watch all these videos then you should get proper concept on how to read wine labels properly.

This page will definitely Take Quite a Long time to load as there are lots of videos and image. Please be patient and let the page load properly.

(1) How to Read Wine Label-1:

(2) How to Read Wine Label-3:

(3) How to Read Wine Label-4:

(4): How to Read a French Wine Label:

Restaurant Health Management

2010-11-13T17:46:00.000-08:00

Restaurants The main objective of Health Management offers wholesome, safe to human meals. Such as negligence and health management, the impact may spread to many people, their severity can not be ignored. So health is to ensure that catering meals to the primary health conditions, are also important factors affecting food. Food service staff should learn and abide by the promulgation of the Food Sanitation Law, and strict attention to food, personal, utensils, and environmental health.

A: Food and Health Management:

1. Food should be thoroughly cleaned, conditioning, storage areas and containers should be kept clean utensils.

2. Food as soon as possible, and then cooking for the food. Good food should be consumed as soon as possible. Should pay attention to heating and refrigeration, bacteria in more than 60 ℃ or above in order to be kill, 10 ℃ the following bacterial growth can slow down, -18 ℃ Following the bacteria can not breed.

3. Selection of fresh material as possible, because the bacteria do not contain more fresh ingredients, conditioning the future there may be residual bacteria, and very easy to breed bacteria. Fish menu, refined products, fried egg salad, sausages easily become the cause of poisoning food, so do not have the best summer.

4. If the non-use can not, we should pay special attention to selecting and cold storage and conditioning.

5. Salt, sugar, vinegar, hinder the role of bacteria, may wish to use more. Conditioning should pay attention to heat thoroughly to kill harmful bacteria.

6. Food should be cooled to room temperature or lower temperature, then put in boxes and then place in hot food, it will speed up the bacteria.

7. We should pay attention to preservation and reproduction of bacterial contamination, and stored at 10 ℃ under cold storage. If the ventilation is good, it can prevent bacterial growth and corruption; therefore not too early into lunch. Hot lunch stacked, or direct sunlight, or placed in warm place, will have adverse effects, should be avoided.

8. By rat feces if food, flies, cockroaches and other pollution can also cause poisoning, so food should be stored in cupboards and covered containers to avoid contamination; packaging containers in storage are vulnerable to dust, insects, rodents and other contamination Therefore, attention must be preserved. Best when used with chlorine prior to 50ppm or more after the use of relatively safe water disinfection. In addition, the packaging not too thick, so that the heat caused by bad bacteria multiply.

9. Staff should be in good health, clean clothes, clean hair, fingers, and good hygiene practices. Are not to finger any time direct contact with food, and to clip, chopsticks ideal food to take place.

10. Lunch from production to supply, the shorter the better, lower the temperature the better, if possible, preferably after a thorough thermal eat, but also help prevent food poisoning. Hot summer days, it is best not to take lunch to go mountain climbing or hiking trips, because temperatures above 30 ℃, not for hours, it will produce enough to cause staphylococcal antitoxin poisoning.

11. Food preparation industry is a large number of dishes available to the consumer sectors, operating as the first priority should be to health, such as a slight mistake in the food unclean, do not meet health standards, it will detract from nutritional value, its impact not only be punished, even more serious is the loss of safe and reliable reputation. Therefore, the restaurant business should be the most important health conditions.

2. All kinds of food hygiene requirements:

1. Fresh meat: Good meat should be shiny, red uniform, white fat, looks slightly dry or slightly moist, touch sticky, elastic, that pressure recovery immediately after the depression, no smell, cooking in the broth of transparency, to clarify, fat reunion in noodles, fragrant.

2. Visceral: Intestinal milky white, slightly soft, slightly tough, no pus points, bleeding, no smell. Stomach was white, mucous membrane integrity and firm, and no smell. Kidney was purple, glossy, flexible, no vesicles or deformity, smell normal. Heart light red, the Department of white fat, strong and flexible, no smell. Lungs pink, flexible, edge-free lung malayi, no smell. Liver was brown, smooth coated, flexible, firm texture.

3. Meat: Ham, bright color and dark red meat, fat and transparent white, flesh dried fruit, fragrant. Bacon red, fat, white color, flesh compact, no smell. Cooked sausage casing integrity, casing and tight over the meat filling, no mucus, red meat, fat and transparent jade, no foul taste and rancidity. Butter braised pork no smell, the pieces have been cooked center, look no foreign body contamination. Dried pork floss were golden or pale flocculent, loose fibers clean, no smell.

4. Fish: Surface shiny, with clean and transparent mucus, scales complete, easy to fall off, no smell, eyes bulging full, transparent cornea; gill color red no mucus; abdominal solid no flatulence, flexible, white anal hole depression; meat firm, has flexibility, blood does not.

5. Frozen fish: After thawing the fish hard texture, bright color, clean and pollution-free surface. Fresh meat section is not corrupt, and similar fish.

6. Crab: The agility and can crawl, cut open the discoloration after the bowels of the sticky smell.

7. Swimming Crab: Dorsal shell blue brown, clear and shiny texture, crab foot white walls, white or with gill micro-brown, rich roe and sperm freezing fixed, Buzu closely connected with the body, brought crab bodies, the Buzu no sagging phenomenon.

8. Birds: Health comb color red, straight, soft meat bearded, big round eyes of God, shut the mouth dry, crop odorless, water and product water, Liang Chi close to the chest wall, closely feathers shiny, clean hair around the anus clean, anal wet pink, breast fullness and flexible, robust and powerful legs, freedom of movement. After the mass slaughter of poultry meat with the other. Dead birds with green skin, dark red purple dead spots, fat, dark red, purple blood vessels in storage, poultry meat section is not dry, dull red color inelastic, a small amount of blood drip out. Before thawing frozen poultry, poultry and poultry mother milk yellow skin color, public and poultry, You Qin, lean poultry skin color reddish. After thawing section dry, reddish muscles.

9. Eggs: There are good fresh egg white frost, clean sound, X-ray transparent chamber is small, a little egg yolk shadow, no spots. Egg ice melting, the liquid yellow uniform, no odor and impurities. Salted exterior shell integrity, no visible mold, water rippling wave of mild influenza, according to a transparent light protein, Hongliang clear, yolk narrow, close to the shell, opened the thin transparent colorless protein, egg yolk concentrated red, cooked After the yolk has fat and a sandy feeling, a scent. Preserved egg outer package material integrity, not musty, no turbulence rocking sound, X-ray showed a tortoiseshell color, freezing fixed, open, protein coagulation, be flexible. Profile in the yolk pale brown, yellow, central part slightly softer, not spicy aromatic flavor. Egg yellow powder was loose powder or easy to block, yellow uniform, no odor and impurities. Egg white film was the chip-shaped or clastic, pale yellow, no smell and impurities.

10. Food and beans: Food particle integrity, hard and tough, no moldy insects and debris, color white, the water content of 15% or less. Full grain legumes, no insects, hanging wire, and mildew. No beans ground rice and tofu plaster feet, fine texture, with a knife, the cut surface clean rings off the entire plate tofu, do not collapse after exposing cloth. Oil tofu soft, not wet heart, there are bright orange. Dried bean curd, hand arrangements will surface not hairy, no water, squeeze incision. Tofu can be opened broken clothes, shiny, soft and not become moldy. Vegetarian chicken cut light cracks, no taste non intact and heavy base.

11. Vegetables: No yellow leaves should be fresh, no wounds and rotten spots.

12. Fruit: Quality fruit skin color, bright, crisp and fresh in quality, there is the smell. Some fruit rot than fruit body l / 3 can not eat, l / 3 the following should be cleaned and disinfected, are cut, are dug, now on sale.Fruit, carrot, cucumber Often eaten raw, washed with fresh water before consumption to remove parasite eggs and bacteria contamination and pesticide residue on the skin. Then soaked in water for 30 seconds, also using 5% lactic acid solution or other disinfectant after disinfection of raw.

13. Cakes: Pastry production process must meet food hygiene requirements, the storage time to prevent the pastry vermin, mildew, and fatty acids failure. Stored at should be clean, dry, ventilated, and have rodent control, fly-proof equipment. High-quality soft bread texture, leaving it evenly golden roof or dark yellow, not coke, not students, full shape, flexible, non-sticky chewing teeth when feeling. Biscuits with light, clear pattern, crunchy and crisp flavor.

14. Canned Food: Raw materials, production processes must comply with food hygiene requirements. High-quality canned smooth shell, no rust, no damage cracks and leakage of expansion, the full uniform solder joints. Vacuum tank must meet criteria, hit with metal rods lid light, crisp and solid sound. Opened the jar wall should not have corrosion, black or paint layer stripping. Be thoroughly fried food fried, crispy and no burning smell rancidity flavor, canned fruit, the flesh can not cook too familiar, block-shaped integrity, flesh not perfect, the color of natural, artificial coloring are not allowed. Transparent and clear broth, without impurities, usually 30% sugar, no smell. Canned fruit jam with the original color should be consistent, jam high viscosity, easy to pour out when dumping cans, standing without isolated juice, add tartaric acid or citric acid may be appropriate, no odor or flavor taste. Save the place can be ventilated, cool, dry, normal relative humidity should be 70% ~ 75%, the temperature below 20 ℃ to l ℃ ~ 4 ℃ for the best. Canned food shelf life is usually 2 years tin cans, glass and cans for 1 year.

(15) Cold food: Cold food materials contain more sugar, eggs, milk and starch, for bacteria, such as production, sales links are occurring bacteria contamination have led people to intestinal infectious diseases.Beverage use of raw materials to produce fresh water should be good, flavor, color, should control the use of saccharin. Production site in full bloom containers, pipes should be thoroughly cleaned with steam or 0.1% to 0.2% liquid bleach disinfection, boil the material to be rapidly cooled after. Packaging should be clean and non-toxic, wrapping paper should be used in food-grade paraffin wax. Cold products to be stored on the refrigerator or the refrigerator to prevent melting of pollution, to ensure the hygienic quality of cold food. Cold food cold products should have the color and taste, same smell, odor, and foreign body. Soft drinks should be clear and transparent, not cloudy or precipitate is not leak tight cap.

15. Alcohol: General health indicators for the pure white, transparent, wine, mellow taste, no strong irritation, no smell. Yellow rice wine, to clarify the non-hybrid loss, no sediment, with refreshing fragrance of the aroma, taste mellow and slightly sweet, not sour taste. Wine should be clear, and a natural color, red violet, or pale yellow, no precipitation, a grape aroma, a strong ester aroma, same smell, taste with fruit juice flavor, sour flavor when poor quality. Should be transparent and to clarify beer, no turbidity or sedimentation, golden color, floral wine with a normal, into the cup fine when dense white foam, to maintain a certain time does not disappear (small foam that bad fermentation and storage time is too long), taste crisp slightly bitter taste, no odor and sour coke.Liquor store at below 25 ℃, wine, fruit wine and wine to about 20 ℃, cooked beer 4 ℃ ~ 20 ℃, beer 0 ℃ ~ 10 ℃, the summer should pay attention to cooling. General wine storage period of 6 months, mature beer is 3 months, bottled draft beer 0 ℃ ~ 5 ℃ for 7 to 10 days, bottled beer for 5 days. But the closed bottle, mounted the altar wine, liquor, timeless, the longer, more concentrated flavor, the better the quality.

Guest Accident HandlingProcedures

2010-11-13T17:16:00.000-08:00

Procedure Guest Accident Handling in Hotel

Definitely an Accident is an unusual, unexpected incident which may occur in your hotel or restaurant. Although it may not happen regularly but since hotel is a 24 hour running business so you should have all the basic arrangements and knowledge to handle guest accidents in hotel or even in restaurants. Our today’s free hotel management training tutorial is on how to handle guest accident in hotel.

After the guests checked into the hotel, due to various reasons, the accident may have occurred, if the hotel staff to deal with properly, then not only offers additional services that are in different places but also need to care for others travelers, the hotel can be the special care, attention and welcome feeling times, prone to “home” feeling.

1. Employees if any of the guests found the accident, they should immediately notify the Security Department duty officer’s office or the Duty Assistant Manager.

2. Duty Office should pager duty security supervisor and the Front Office of the Assistant Manager to the scene the police investigation.

3. Guests of the accident as a serious matter, the presence of manager should immediately notify the ambulance to the hospital for medical treatment.

4. Should look for security guards in front of sparse traffic, parking convenient to the ambulance and rescue personnel to the scene guide.

5. If the hotel guests in the hotel under the scope of injuries, if the doctor or nurse by the hotel deal, the security director should help the injured accident victims to fill out a report form to the hotel for further investigation and documentation.

Hotel Room Service Procedure Tutorials

2010-11-13T07:51:00.000-08:00

21 key points for successful room service for more knowledge on Hotel Room Service.

Tips for Successful Room service in Hotel:

1. Low flower vases should be used.

2. Flowers should be put on every order tray.

3. Tables, wheels, and heaters should be clean.

4. Tables should be covered with plastic sheets during delivery.

5. A courtesy card should be put on table with the server’s name and pickup information.

6. Choices of complimentary newspapers for breakfast, should be offered.

7. When arriving in the room, one should inquire where the patron wishes to sits

8. Chairs must be arranged.

9. Pens should be offered for signing check.

10. Good telephone manners should be utilised to sell subtly.

11. Operators must be well-informed about specials.

12. About items not available.

13. One must be willing to accommodate special requests and be discreet.

14. Extra lids for coffee and teapots are essential. They constantly get lost.
Cardboard covers should be provided for juices and water.

15. Extra napkins should be provided as also choice of individual jams, jellies, and honey.

16. Special speedy continental breakfast service should be provided.

17. All drinks should be served from iced decanters, and sodas from split bottles.

18. Wines should be served with in half bottles and in carafes.

19. Delivery time promises that cannot be kept should not made.

20. Linen should be checked carefully.

21. Extra large teapots and thermos pots for coffee should be kept stocked.

Grooming & Hygiene Guideline for Servers

2010-11-13T07:41:00.000-08:00

Hospitality is such a professional service where each & every staffs has to maintain hundred percent professionalism with pure grooming and hygiene. Here are some tips for every waiters to maintain grooming and hygiene:

1. Daily Shower has to be taken-this is must.

2. You should be well uniformed, well fitting, spotless.

3. Pay especial attention to your hands. Keep it clean. Always wash your hand after going to toilet or smoking or touching anything.

4. Shoes should be well polished, comfortable, clean, conservative and neat designed.

5. Male waiter and servers should be well shaved.

6. Females should use light makeup.

7. No excessive jewellery should be uses. Ear rings may be allowed but it will depend on organisational policy.

8. Use soft aftershave and perfumes. Do not use strong one which could
distract guests.

9. Avoid bad mannerisms like scratching your face, making sounds by your fingers, showing bad sings, cleaning nose, fingering through hair etc.

10. Try to have nice deep sleep to keep yourselves fit for your daily work.

Basic First Aid Procedure in Hotel

2010-11-13T07:35:00.000-08:00

Hotel is a 24 hour running business. From a new born baby to a very old one, anybody can be your guest. During their stay any of the guest may need first aid for having serious illness or accident. Even in some serous cases if the hotel authority cannot take immediate steps then the guest may be died. So, all the time management should have proper first aid facilities as well as some trained staffs to handle the situation. Today I am going to share another Exclusive FREE Hotel Management Training SOP on the first aid procedures.

At any accident or sudden injury situation you must be aware of four key steps to follow:

1 Assessing the situation:

• Appear calm in front of colleagues or guests
• Take charge – do not panic
• Ensure safety
• Get help immediately

2 Diagnose the situation:
• Listen to the others to find out what happened
• Smell- can you detect burning; gas ; or alcohol

3 Treat the situation( if possible) while awaiting qualified specialist assistance

4 Medical situation:
As early possible after the accident / injury arrangements must be made to move the casualty to a doctor , any important facts or details about the casualty or circumstances of the accident must be given to the ambulance person , doctor urgent treatment ( i.e.) easing problems of breathing , heart or severe bleeding difficulties , and important treatments of dressing wounds and supporting injured bones may be attempted ONLY by qualified first aiders

• Mouth to mouth
• Clear anything from the mouth ie dentures
• Incline head back
• Pinch nose closed
• Open mouth
• Seal his mouth with yours and blow
• Look along chest to see if chest rises fully
• Move your mouth away
• When your chest falls, take in fresh air and repeat
• Once started you must continue until causality breathes on own or ambulance / doctor arrives
• Wounds
• Pressing directly on a wound flattens the blood vessels and stems the flow of blood
• Pressure needs to applied for 5- 15 minutes to allow blood to clot
• Ensure no foreign bodies are present ie bone glass, dirt, etc , before pressing
• Press on the wound with a clean dressing ie towel (not cotton wool)
• Raise and support the injured limp
• After 5/ 10 minutes ,apply a bandage or plaster depending upon size of wound
• Arrange for medical attention as soon as possible , if necessary

MINOR BURNS AND SCALDS
Dos – reassure the casualty:
Immerse area of burn in clean cold running water for at least 10 minutes
Remove any rings, clothing (unless stuck) before area swells. Cover burn with a clean dressing or Clingfilm/clean plastic bag. If in doubt seek medical assistance.

Don’t – use creams, fat or lotion.
• Use adhesive dressing or plasters
• Burst blisters or remove loose skin.

ELECTRICAL INJURY:
• Casualty may not be breathing, and heart may have stopped
• Possible burns and shock
• Never touch the casualty with bare hands
• Switch off the power at mains if possible.

Treatment (Only by qualified first aider):
• Commence mouth to mouth and/or chest compression.
• Arrange for removal to hospital.
• Treat any burns.
Choking:
• Act quickly –speed is essential (if casualty can speak ,cough or breathe they are not choking.)

If NOT:
• Give four quick blows with the heel of your hand. Deliver these sharp blows rapidly and forcefully
• between the shoulder blades, while supporting the chest of casualty with other hand on the
• breastbone.
• Press fist into abdomen with four quick upward and inward thrust.(Don’t use this procedure for
• pregnant women or overweight casualty.).If necessary repeat sequence.

Send for medical help if required.
Fainting:
• If casualty feels faint help them to lean forward with head between the knees, taking deep breaths
• Don’t give casualty anything by mouth until fully conscious ,and then only sips of water .

Stings & Bites:
• STINGS :
• Keep the casualty calm.
• If the sting is still in the skin, remove it with a pair of tweezers.
• Avoid squeezing the sac at the top of the sting as this will force more poison into the casualty.
• If they develop an allergic reaction seek medical help.

Snake Bites:
• Reassure the casualty.
• Clean the area around the puncture.
• Place a sterile dressing around and the puncture marks.
• If on hand or upper limb, immobilize the limb with a sling.
• If on over limb, tie both legs together.

Scorpion Bites:
• Treat as snake bite.
• Immobilize the affected limb.

Making Bed Training Tutorial

2010-11-13T07:22:00.000-08:00

Making Bed is very important for Housekeeping staffs of a hotel. Here are 9 Free Housekeeping Training Videos on how to make bed. You will learn how to place sheets, how to flip and clean a mattress, How to place blanket and comforter etc. These videos will give you proper idea on how to prepare a bed properly and quickly. Remember the purpose of these video is to demonstrate how to make bed but do not think these are the highest standard of making bed in Hotel

How to Turn a Mattress:

How to Clean a Mattress:

How to Fix Dust Ruffle:

How to Put mattress Pad on Bed

How to Put Fitted Sheet on Bed

How to Put Flat Sheets on Bed:

How to Put Blanket on Bed:

How to Put Comforter on Bed

How to Put Throws on Bed

Table Setting in Restaurant

2010-11-13T07:09:00.000-08:00

Table setting refers to the way to set a table with tableware – such as eating utensils and dishware – for serving and eating. The arrangement for a single diner is called a place setting. The arrangement varies across various cultures. The rules for laying a table are not rigid. They are followed to facilitate dining and making the table neat. The basic rules for laying the tables are given below:

1. Table Linens: Table linen has to be laid properly. A white cloth is preferred but not mandatory. The only rule is to make sure that linen patterns and china patterns don't clash.

2. Chargers: Chargers or dinner plates should be placed on the table first. Chargers are decorative elements that are placed underneath plates to add color or texture to the table. Each plate should be set in the center of the place setting and each place setting on the table should be set equidistant. The rest of the components used to set a formal table will be set with the dinner plate in mind. If a charger is used, soup and melon bowls will be placed on top. The charger will generally be removed just before the main course.

3. Napkins: Linen napkins should be folded elegantly and placed in the center of the dinner plate.

4. Silverware: Silverware is to be placed in order of use. In other words, the diner will start at the end and work his way in. The first course will use silverware farthest from the dinner plate, while the last course will utilize the silverware closest. Place all silverware an inch from the table's edge.

5. Knives: Set knives on the table to the right of the dinner plate. Technically, one should only use a knife if one is cutting meat; however, up to three knives can be placed on the table, in order of use. Blades should face inside, towards the table setting.

6. Forks: Forks are to be set to the left of the dinner plate in order of use. In most cases, there are three: one each for seafood, the main course and the salad. When dining formally, salads are generally served at the end of the meal.

7. Spoons: Spoons are set to the right of the knives in order of use. If there is a melon course, this spoon will be set closest to the plate with the soup spoon on the end. If there is a dessert spoon, this will be set above the plate. Coffee spoons are set on the saucer when it's time for dessert.

8. Glasses: Glasses are set above the plate to the right in order of use. From left to right: Water glass, red wine glass, white wine glass, champagne flute (if ordered).

Dessert: Dessert plates and coffee / tea cups will be set out after dinner. If a fork is to be used with dessert, this will be placed on the dessert plate. A dessert spoon should have already been set above the dinner plate. Coffee spoons should be placed on the saucer. Coffee / tea mugs aren't used for a formal dinner

Table Set Up Procedure in Restaurant

2010-11-13T07:02:00.000-08:00

Basic procedure of how to set up table in restaurant. Do read that tutorial. As you know, One cover denotes all the necessary cutlery, flatware, crockery, glassware and linen necessary to lay a certain type of place setting for a specific meal, for a single person.

Size Of One Cover = 18×24 Inches

One of the technical terms very often used in the hospitality industry is a “cover“. What does this mean? There are 2 definitions according to the context

1. When discussing how many guests a restaurant or dining room will seat or how many guests will be attending a certain cocktail party, we refer to the total number of guests concerned as so many “covers”.

2. When laying a table in readiness for service there are a variety of place settings, which have to be laid according to the type of meal and service being offered. This place setting is a type of cover being laid. In other words a cover denotes all the necessary cutlery, flatware, crockery, glassware and linen necessary to a lay a certain type of place setting for a specific meal.

A LA CARTE COVER:
This cover follows the principle that the cutlery and flatware for each course will be laid just before each course is served. The traditional cover given below represents the cover for hors d’ oeuvres which is the first course in a classic menu sequence.

• Fish plate
• Serviette
• Fish knife
• Fish fork
• Side plate
• Side knife
• Wine glass

When an a la carte cover is being laid, the cutlery and flatware required by the guest for the dishes ordered will be placed course by course. In other words there should not be at any time during the meal, more cutlery and flatware on the table than is required by the guest at that specific time.

TABLE D’HOTE COVER:
This cover follows the principle that the cutlery and flatware for the entire meal will be laid before the first course is served. The traditional cover is given below:

• Serviette
• Soup spoon
• Fish knife
• Fish fork
• Meat knife
• Meat fork
• Dessert spoon
• Dessert fork
• Side plate
• Side knife
• Wine glass

When a Table d’hote cover has been laid, the steward should remove, after the order has been taken, any unnecessary cutlery and flatware and really any extra items that may be required.After the above covers have been laid, the table-layout should be completed by the addition of the following items:

• Cruet set
• Ashtray
• Bud vase

All applicable cutlery and flatware should be laid 1.25 cm from the edge of the table. Water goblets after polishing should be placed at the top right-hand of the cover.
It is of paramount importance for any food and beverage professional to have a sound knowledge of the types of service styles given above. And yes, remember practice makes a man perfect

Standard Buffer Service Procedures.

2010-11-13T06:55:00.000-08:00

As you know Buffet is a exclusive service offered in hotel or restaurant or any other public or private place to provide food & beverage to a large number of guests with very shorter number of staffs. Generally it is self service where food and beverage items are placed in a table and guests have to collect the food from there.

• All buffet food must be prepared according with the standard recipe.

• Quantity must be sufficient with the forecasted sells/occupancy.

• Dishes must be attractive and diversified.

• Choice must be 50% Asian, 50% Western.

• Sous Chef on duty must check before the set up of the buffet that chaffen dish have been clean, refilled with clean water and plugged, electricity switch on by the steward in charge.

• All buffet decoration set up: ethnic display, fruit carving, show piece, bouquet or flower arrangement.

• Dishes for hot buffet must be hot (not warm) ready to be served and properly decorated.

• Cold buffet and salad should be fresh and well decorated, using different type of mirrors, salad board and platters.

• Cold food should be protected with wrap film.

• Hot food should be protected with aluminium foil.

• The hot dishes should be set up accordingly: soup, fish, meat and poultry them vegetable, rice, pasta and potatoes, colour of dishes must be attractive.

• The cold buffet will be accompanied with relish, dressing, garnish etc.

• Buffet tag must be in front of each dish in English and Thai

• A section must be set up for bread display and carving.

• The pastry buffet will be set up by the pastry chef.. But the chef in charge of the buffet must take care of refilling the pastry buffet and keep clean and attractive. If necessary one cook will be helping the guest be cut the pastry and serve the dessert

• The chef in charge must control the hot and cold buffet, refilling accordingly and controlling the buffet during all the service.

• Each buffet must have action show: carving, noodle, flambé

• At time to clear the buffet, the chef in charge must advise the restaurant captain or the person in charge to check if any guest is still eating the buffet.

• Remove the buffet in silence. Call the steward to remove and clean equipment

Up Selling Skill

2010-11-13T06:49:00.000-08:00

“Suggestive Selling” means encouraging guests to buy additional food & beverage.
An example of suggestive selling is suggesting an appetizer (snacks items) to go with beverage (wine, whiskey etc) orders. “Up selling” means suggesting more expensive and possibly better quality items. Instead of simply bringing a guest your house brand of scotch, you can up sell by asking, “Would you prefer Dewars or White Label?” when a guest orders the drink.

Suggestive selling and Up selling requires tact and good judgment. If guests know exactly what they want, don’t try to change their minds. However, you shouldn’t hesitate to suggest additional items that will improve guests’ meals. And learn to pick up on when guests want suggestions.

Suggestive selling might make you nervous. If so, it’s probably because selling reminds you of a pushy salesperson you’ve known. Using suggestive selling and up selling techniques, however, is not being pushy. These techniques are part of providing good service.

The key to effective selling is a good knowledge of the menu. You should know all of the products your restaurants sells. When you are completely familiar with the menu and how each items is prepared, you can suggest dishes confidently and professionally.

Effective Suggestive Selling & Up Selling Tips for Hotel & Restaurant

• Develop a “selling attitude”

• Be enthusiastic. It’s easier to sell something you’re excited about.

• Make food sound appetizing. Use word like “ fresh,” “popular,” and “generous” when describing menu items.

• Ask questions. Find out if guests are really hungry or just want something light; whether they like chicken or beef; or if they feel like having something hot or cold.

• Suggest specific menu items. Don’t simply ask: “ Would you like soup with your meal?” instead point out: “ A cold bowl of borscht would go nicely with your salad on a hot day like this.”

• Suggest your favorites. Try as many menu items as you can, and tell guests you’ve tried them: “you’ll like the chicken Kiev. It’s one of my favorites here.” But be honest- don’t say that something your favorite when it is not.

• Offer choice: “ Would you like a slice of our famous cheesecake or our homemade pecan pie for dessert?”

• Suggest the unusual. People dine out to get away from the routine fare they have at home. And most people don’t know what they want to order when they arrive.

• Suggest foods and beverages that naturally go together- soups and sandwiches, bacon and eggs, steak and baked potatoes, coffee and dessert.

• Compliment guest’s choice. Make guests feel good their choice even if they don’t order what you suggest.

• And remember to always ask for the sale. After you suggest and describe an item, ask if the guest would like it. A good way to do this is to describe several items and ask which the guest would prefer: “A glass of cabernet sauvignon (white wine) or light merlot (red wine) would go very well with your six-cheese lasagna. Which would you prefer?”

Express Guest Check Out Procedure

2010-10-17T08:25:00.000-07:00

A front desk agent needs to know how to provide smooth check out service to his guest. A smooth check out operation represent standard of a hotel. There are some basic steps you should know and follow and some points you should be careful on. Let's learn how to provide smooth check out service in hotel with hundred percent accuracy and highest level of professionalism.

1: All the front desk staff should be careful about when each guest will possible check out. So, in every shift search folios of that guest who will check out on the next day and arrange all the documents so that upon guest’s request each can be presented. In some hotel, express check out form envelop has been sent with updated bill so that guest may get prior idea on his bill. Here is a back cover of a sample Express check out envelop:

2. You should know which guest will possible check out. So when a guest comes to the Front Desk to Check Out, you should call his name and ask “Good morning Mr. X! Will you be checking out?” If guest agree then the agent should opens his/her cashiering, inquire about the guests stay. Then say “Hope you enjoyed your stay with us, “Mr/Mrs/Miss/Ms X””. You must Check if there is any Mini bar consumption. You should say “Is there any Mini bar consumption?” Check if guest has emptied his/her Safe. So ask him “May I ask if you have taken your valuables from your safe?”” or “Have you emptied your safe?”

3. Always try to sell your service. So check if the guest is going to the airport and if s/he requires to use the hotel transport for the Airport Drop. “Would you like us to arrange for a drop to the Airport?” If s/he says yes, inform him about the procedure and charges and also inform your transport department to make the necessary arrangements. If the charge has not been posted already, do it before the bill is closed.

4. While chatting with the guest, print a copy of the folio for the guest to review and enquire if the account is accurate. You should say “Here is a copy for you to review.” Sometimes it may happen that the account is not accurate or guest is not satisfied with the figure mentioned there so try to resolve the inaccuracy by determining if the 100% guest satisfaction action is necessary. You should ask this way, “Which item did you have a question about? I’ll look into it immediately.” If you feel you did mistake then apologize for the inconvenience by saying“I apologize for the inconvenience “Mr/Mrs/Miss/Ms X”

5. Now it is important to know method of the payment. Must Read this tutorial: Methods of Payment in Hotel

6. Now ask about his method of payment. You can say “Will you be using your Credit card to settle the account? “ If guest agrees then proceed, check out the folio and present the guest with his bill copy and say “Here is a copy of your receipt.” If the guest changes the method of payment, enter the new one in the system “I’ll enter the new method of payment for your records.”

7. Ask the guest if they have vacated the room and if so, request for the room key. If not, let them know they can drop it off at the Front Desk. You should ask “Would you be going back to your room?” If yes then say “When you are ready to vacate the room, please let us know and drop your key off at the Front Desk.” If not then say “May I please have your room key?”

8. Enquire if the guest needs any luggage assistance by saying “Will you need any assistance with your luggage? If yes then say “Please allow me to get a Bell Person to assist you.” Thank the guest for his or her support and politely request him to return again in future. You should wish good luck to him with a smile. “Thank you for staying with us. Have a safe flight. or Hope to welcome you back again soon”.

Answering Telephone in Hotel & Restaurant - DOs & DON'Ts

2010-10-17T08:11:00.000-07:00

Telephone always plays a significant role in hospitality industry. People from all round the world call for making booking or asking information or transferring message to the guest or for various other purposes. If you are a hotelier then you may have to answer telephone calls. This happens mostly with front desk staffs. Today we will learn some most effective telephone answering tips. These are some basic techniques you should apply while answering any call in hotel or restaurant.

DOs:

• Answer the telephone promptly within 3 rings.

• Make the caller know your work area, your name and offer appropriate greeting. If it is an inbound call then just mention your department and if it is outbound call then mention name of the hotel with your identity.

• Always have pen and paper on hand, specially front desk personnel should always be ready to keep records.

• Listen carefully. Pay close attention to details being expressed by the caller.

• Make the caller feel that they have your undivided attention. Make an occasional acknowledgment of what he/she says. Mention the name of the caller, once established.

• If you have to ask the caller to hold on, explain why. Wait for the caller’s agreement before actually putting him/her on hold.

• If you have to transfer the call, explain why and make sure that the caller is properly introduced to the next party. If the purpose of the call has been said already, repeat the same to the next party.

• If you say you will call back, do so as soon as possible. Give him some sorts of idea that how long he or she need to wait.

• Sometimes you may not understand whether the caller is a man or lady. To be on the safe side politely ask his or her name or you can say “how should i address you”?

• Repeat back any details and follow up in writing (if necessary).

• Close conversation politely. Always say “thank you for calling.”

• Let’s caller hang up first.

• Try to satisfy your guest with proper information. If you don’t know detail then transfer the call to the right person. Never give wrong information.

DON’Ts:

• Let the telephone ring more than 3 times.

• Answer the phone with merely “hello” or “yes”.

• Ask the caller to hold on while you scramble for pen and paper.

• Rely on your memory instead of writing what the caller says. Asking the
caller to repeat the details is annoying and does not leave a good impression.

• Say “hold on” and leave the caller wondering if he/she is still being attended.

• Say “I’ll transfer your call” without saying to whom and why.

• Say you will call back when you have no intention to.

• Say you cannot help and not offer to connect the caller to someone who can.

• Say “he hasn’t come in yet”, “she hasn’t come back from lunch yet” or “he is in the toilet”. People do not want to know the reason and are given the wrong impression by such answers.

• Hang up without trying to close the conversation.

• Hang up without thanking the caller for calling.

• Put your least intelligent, least coherent or “panicky” staff in charge of the phone.

• Keep talking to another person while answering phone.

• Eating something while answering phone

Room Reservation Handling

2010-10-17T07:54:00.000-07:00

Requirement: Read this Tutorial first: How to take reservation on phone. This will give you more theoretical concept which will be needed to understand this particular tutorial.
Discussion: For a front desk agent making proper reservation is the most important job. Generally most of the reservation has been done by phone. Here you will learn exactly what steps a front desk agent needs to follow to make a reservation in phone.

Steps You Should Follow:

Step-1: Answer the telephone within 3 rings.

Step-2: Greet the guest properly. (Read this tutorial:h ) “Good Morning, Front Desk. This is XXX hotel. How may I assist you?”

Step-3: In this stage be sure about the name and when guest wants to check in and check out. Try to understand this conversation:

Guest: “I want to make a reservation”

Agent: Ok sir. How should I address you?

Guest: I am Robert Temple.

Agent: Ok Mr. Temple, are you our priority Club Member?
(Ask to ensure about guest) Or

“Did you stay here before?”
(If guest says yes then ask following question)

“May I have your previous check in & check out date, please?”
(Ask this question to know what price was offered before and what is guest preference and other information related to that particular guest)

Step-4: After confirming about guest proceed to the next level. In this case, first look for room inventory. You may either find any vacant room or no room for sale. Now, follow these steps in those cases.

If you don’t find any room Available:
Agent: I am terribly sorry, Mr. Temple. All our rooms are booked on XXX date. If you wish then I can put your reservation on waiting list or would you like me to recommend another hotel?

Now if guest want his reservation to be put on waiting list then take full details about the guest and give him a reservation confirmation number.
If you find a room Available:
Now your approach will be to know which room will best match with guest. Follow these steps:

Agent: OK, MR. Temple, will you travel alone or not?
(As a agent your duty is to recommend such room which match with guest. If guest travel with family then you cannot recommend him a single room and on the other hand if he comes with a family or friends then you should look for family room or others which is for more than 1 person. Read our Room Types tutorial for clear concept.)

Agent: MR. Temple, currently we have deluxe room, suit and studio room to accommodate your family.
(If you have different types of rooms vacant then give some options to guest.)

Step-5: Try to highlight different features of each type of rooms and their price. If there any is any discounted offer, offer it. Be ready all the time for up selling.

Step-6: Make reservation properly. First be sure about guest name.
Agent: How should I spell your name sir?

Guest: It is R-O-B-E-R-T Robert and Then T-E-M-P-L-E Temple

Agent: Is it R-O-B-E-R-T Then T-E-M-P-L-E ?

Guest: Yes, you are right.

Then politely request him for guaranteed booking.
Agent: Mr. Temple as you know our hotel is a busy hotel. So, I would like to recommend you to guarantee your booking as we have very high occupancy rate, you know.

Step-7: Explain your procedure for guaranteed reservation.
Agent: Mr. Temple I just make your reservation guaranteed. This will ensure your booking. Now, if you do not come on XXX date, without informing us then one night room rate will be charged from your credit card as penalty. But if you like to change your reservation then you have to inform us 24 hours in advanced. I guess you understand our policy.

Step-8: Get contact details.
Agent: May I have your contract number and address, please.

Step-9: Offer more services to your guest.
Agent: Mr Temple we are offering more for our guest. Would you like us to arrange pick up service for you in the airport?

Guest: Yes, that’s great.

Agent: OK sir. For transportation facility, both fax or telephone and credit card guarantees are required. Once we received confirmation from you, our concierge will contact you and make all the arrangements.

Step-10: Now you will approach to close down the selling. Repeat all required information to be sure that you have made proper reservation.
Agent: So, MR. Temple now I am going to repeat your reservation details. You like to be checking in on XXX and your checking out date is XXX. You preferred non-smoking, twin bedded supreme room for you and your family. Room rent is XXX US$ per night which included complimentary breakfast. You also pay in advanced for transportation service. Your confirmation number is XXX”

Guest: Yes, you are right.

Step-11: Thanks the guest for his calling and finish the conversation.

Agent: Thanks you Mr. Temple for choosing XXX hotel. Certainly you take the right decision. So, Mr Temple see you on XXX. Have a nice day.

How to Handle an Angry Guest

2010-10-17T07:42:00.000-07:00

Scene: Mr. Smith (S) comes to front desk of the hotel and requesting for staying more but not willing to pay. Try to understand approach of the Front Desk Agent (F) to handle an angry guest.

Dialogue:
F: Good Morning Sir. May I help you?

S: Actually i just got the news that my flight will arrive at 4.30 pm but it supposed to come at 10.00 Am. I am 60 years as you see, so it will be so difficult for me to wait in the airport for such a long time. I want to occupy your room till the afternoon.

F: Sir, you are lucky as we don’t have any booking of that room till afternoon. But sir as you know, 12.00 Pm is our last check out time and if you like to stay more then you have to pay for that.

S: What (With a loud voice). What the hell are you talking. Why i have to pay.

F: Sir, it is the rule. Sir, you will be happy to hear that you will not have to pay full day room rent. If you stay till afternoon then you will be charged only 50% of the room rent.

S: Hey man. Don’t you know i have settled my account already?

F: Yes…sir..But..

S: What but? Listen…hey listen to me. I will not pay a single cent for 4 hours. Are you deaf. I will not pay anymore. Is it clear to you.

F: Sir i really understand your problem. But i am afraid i have nothing to do. 12.00 pm is our last check out time and if you want to stay more you have to pay, that is the rule we have for all our guests.

S: I have been staying in this hotel for 3 days. Your service is so poor. I will complaint against you.

F: We are very sorry sir. OK… I can do one favor for you.

S: What?

F: Sir, after 12 you can leave your baggage to us and enjoy in our lobby. And you will not be charged anymore.

S: damn it man! You people are mad. Listen to me clearly. I know how hard to earn money. I will not pay anymore for 3 to 4 hours.

F: Sir you can really enjoy in our lobby for the rest of the time.

S: No…never. I like to sleep in my room till 3 pm and i will never pay anymore.

F: Then sir please be seated in our lobby please. I am calling our manager. He is the right person to solve your problem. Please be sited there. Our manager will come within 5 minutes.

S: Ok i am waiting. Let him come and talk to me.

F: Thank you sir for your patience !

Lesson you learn from the Dialogue: As we see here Mr. Smith (S) makes totally an illogical request. But look at the approach of the front desk agent (F). Mr. smith personally attack him several times but all the time he remain calm and cool and moreover being a true professional. As the situation was out of his control he refer the problem to proper authority and tries to make the guest calm. This is the proper way to handle an Angry Guest.

Wake-up call Handling Procedure

2010-10-17T07:33:00.000-07:00

Wake up call is an in-house telephone call to a sleeping guest at a specific time to wake him up, predetermined by the guest. It is generally done in the morning but a guest may require any time of the day. It is the duty of telephone department to wake up the guest but if the call will be made up for airline crews or group of guests then lobby personal will take get calls from local airline operators about the timing of the flight and then they should forward the message to telephone operator.

In case of airline or groups generally the wake-up call should be done 45 minutes or 1 hour before the pickup time. In small hotels it is the duty of front desk agent to wake-up guests. Here are some tips you should follow:

• Give full attention to write proper room number, name and time to wake-up guest to avoid any mistake.

• Always insure that guest really wakes up after your call. You can politely ask the guest that if he wants to have a 2nd wake-up call or not.

• If no reply is done by the guest while you are calling or guest just hang up the phone and hardly give any reply then you should call him again.

• While calling you should start this way, “Good Morning, Mr. X. This is 6 Am in the morning which is your wake up time. Have a nice day.”

• After getting your call, a guest may not understand the situation quickly as he just wakes up. So give him some time and explain again why you call him.

• If after 2nd call, guest does not respond at all then send the bell person to knock his door and wake him up.

Introducing a Room to Guest (SOP)

2010-10-17T07:25:00.000-07:00

How to Introduce a Room to Your Guest (SOP)
In one of my earlier writing I discussed on how to rooming a guest. Today, we will try to learn how to introduce a room to your guest. Generally it is the duty of a bell person to carry luggage, escort guest to the room and then introduce the guest with the amenities and services of the hotel and the room. Being a hotelier it is his duty to provide all necessary information to the guest to make him feel comfortable and relaxed.

Here are some step by step procedures you should follow:

Introduce a Room to Guest:

1. Always be careful about the safety and security. So, while escorting point out on fire emergency exit and fire distinguisher on the floor.

2. Before entering room you should let your guest know how to use room key card to open the door. From your guest part, this may be his very first arrival in any hotel, so he or she may not know how to use room key card. So better ask him or her first and if he agrees then show the way by this way:

“So, Mr. Robin, Should I show you how to use your room key card”
If he says yes then guide him this way:

“First please insert your key card from the bottom to upwards and continue until you see the green light on. Green light means it is ok. So, now proceed to the room as the door is open now”

3. After his entrance to the room open the window and switch on the lights and give him or her some time to settle down little bit.

4. Then politely seek his permission to make him familiarize with the facilities of the room. You can say “Sir/Madam can I take some time to introduce features of this room”

5. If your guest agrees then give him information on following facilities:
• Air Condition/Heater Controls
• Bathroom with feature of rainforest shower head
• BOSE radio wave CD player
• Broadband Data Port for high speed Internet access
• Butler Service Brochure with Guest Preference Slip
• Coffee/tea making facility
• DND/Makeup room light switch
• Personal Bar
• Safe Deposit & Lobby Safe location
• Telephone and Butler Service Button
• Television and Remote Control Location

6. You can instruct your guest in this way:
• Your in room safety box is located here. It functions with 4-digit password, self-programmed, very convenient to use. May I show you how to use it?
• This is a Make-up Room & Do Not Disturb lights switch. Please do not switch on both lights at the same time because it will only show Do Not Disturb light from outside.
• This is Air-con Control Panel. You may adjust your room temperature with the switch here. Is your room temperature comfortable to you now?
• Your TV Remote Control is located here. We have 25 channels for your selection.
• This is your Personal Bar and Butlers will replenish drinks here every day.
• Here are coffee and tea making facilities.
• One of the most useful features is our broadband data port, which provides you with complimentary high-speed Internet access.
• Here is your BOSE radio wave CD player. You may enjoy CD & radio music any time.
• Here is your Bathroom, which has both bathtub and shower stall, which features with rainforest showerhead.

7. You should give your business card or tell him the way to contact you if needed.

8. Wish your guest to have a pleasant stay upon leaving the room.

9. If guest wish not to have room introduction at the moment, only point out In Room Safe’s location & Butler Service Button before executing himself.

10. For return or regular guest, just highlight any new services and facilities if any.

Lost & Found Procedures (SOP)

2010-10-17T07:17:00.000-07:00

Lost & Found Procedure for Front Office Staffs (SOP)

The term Lost and Found itself self explanatory. It refers to those articles by mistake left or lost by a guest in the hotel. All Lost & Found items from the guest rooms, Food and Beverage Outlets, Front-of-House and-Back-of-House areas are forwarded to the Housekeeping Department as soon as they are found. The whole procedure can be described from 2 different points of view. One is from Front Office and another is from housekeeping point of view.

Today, we will share Lost and found from the front office point of view; hopefully this Training Tutorial will make you understand how to ensure that items left behind in the hotel by guests are correctly packed, stored and available for claim upon guest request.

Items found in Public Areas & Food & Beverage Outlets:

• All Lost & Found items found in the hotel’s public areas and F&B Outlets must be handed to the duty Assistant Front Office Manager immediately.

• Then the Assistant Front Office Manager will identify and confirm the item found together with the finder.

• Then he will examine the item and try to get the contact information of the owner, e.g. mobile phone numbers, office telephone numbers, email address from business card, etc.

• A Lost & Found form have to be filled in by the finder and a copy will be given to the staff for reference.

• If a contact number is available, the Assistant Front Office Manager should call the guest immediately and to enquire with him if he / she has lost anything behind in the hotel. At the same time, the owner should be asked to confirm the contents of the items, if any, and then he / she should be asked how he / she would like to have the item returned.

• If the item is so much valuable then it should be stored safely. If the items are passport, driving license, identity cards, credit cards, ATM cards, cash, legal documents, air-tickets, cheques, watches, wallets, purse, gold or diamond jewelleries, rings, stones, laptops, etc then the Assistant Manager should keep that in his safety box located at the Front Office. All other items should be sent to the Housekeeping Office for safe-keeping.

• The Assistant Front Office Manager is required to fill in the Lost & Found Record Sheet for record purpose

• Front Office personnel should input the details in the “Opera” Assistant Manager log for management’s information.

• The Assistant Front Office Manager should check all Lost & Found items daily to ensure all items match the Lost & Found record.

Hotel Room Status Terminology

2010-10-17T06:39:00.000-07:00

Hotel Terminology means definition of different terms used widely in Hospitality worlds.
Status of a hotel room changes rapidly. Also it is very much crucial to give accurate room status information to the Front Desk so that they can sell the room or stop selling or guiding guests. If you are a Front Office or Housekeeping staff then you have to have very clear conception about all the room status terminologies.

If you really like to work in Front Office or Front Desk or Housekeeping Department then try to be habituated with these codes.

Here we highlight some room status terms alphabetically:
• Complimentary: The room is occupied by the guest but he is not charged for using. This sorts of offers are given to very regular customers.
• Did not check out (DNCO) : The guest had made arrangements previously to settle their account did not actually come to the front desk or inform them to check out. Here you have to remember that the guest is not a skipper as he has settles his account.
• Do not disturb: The guest has requested not to be disturbed. This is usually indicated with a sign left hanging on the room’s door knob or electronically by a red light indicator outside the guestroom door. This is one of the most popular terms of hotel industry.
• Due Out: The guest is expected to leave after the following day’s check out time.
• Late check-out: The guest has requested and is being allowed to check out later after the standard check out time which is usually 11 am or 12 noons. If you are a front desk agent then you have to take special Care before grant this as you have to determine whether a late check-out charge should be added and the guest informed or no charge should be implemented.
• Lock-out: The room is being locked and guest will not be allowed to enter until he is cleared by a hotel official.
• Occupied: The guest is registered to the room and has not checked out yet.
• On change: The guest has just left and the room is under process of cleaning by housekeeping staffs that is why it is still not ready to resale.
• Out of Order: The room is not ready for sell may be because of maintenance, extensive cleaning, refurbishing etc.
• Skipper: The guest just left the hotel without making arrangements to settle his account. The previous term DNCO is used in those cases when guest makes arrangements. This is the basic difference between these two terms. Skipper is also known as a walk-out.
• Sleeper: This term indicates unprofessionalism of the front desk agent. This situation occurs when the front desk has not updated their room status information. The guest has settled their account and left the hotel but this is not recorded in the front desk records.
• Sleep-out: The guest registers into the room but does not use the bed.
• Stayover: The guest has registered the room and not expected to check out today and will remain at least one more night.
• Vacant & Ready (V/R): The room has been cleaned and fully ready for resell.

Position Guidelines Front Office - Concierge

2010-04-29T07:56:00.000-07:00

POSITION TITLE : CONCIERGE
DEPARTMENT : ROOM/FRONT OFFICE

PURPOSE :

Responsible for the entire operation of the Uniform Service and Information Section, supervises the staffs to maintain the high quality of services, activities, policies and procedures.

RELATIONSHIPS :

1.Reports directly to Front Office Manager/Room Division Manager.

2.Assistant Managers, Bell Captain. Guest Relations. Telephone Operators, Reception.

3.All Department Heads or Executive Management.

DUTIES AND RESPONSIBILITIES :

1.Preparation of work schedules for the Concierge desk taking into consideration projected occupancy and group movements.

2.Implementation of procedures ( and supervision) relating to tasks undertaken by the concierge desk.

3.Responsible for the training of all concierge staff.

4.Developing and maintaining useful contacts with tour companies, restaurants and other facilities, will assist in obtaining reservations on behalf of guest.

5.Having a complete knowledge of the hotel its food and beverage outlets, conference and banquet facilities, general layout and working relationship between departments.

6.Being knowledge about the city - restaurants, theaters, shopping, cinemas, transport systems, sporting facilities, banks, consulate and special events, special venues of importance.

7.Responsible for the arranging of tour bookings.

8.Handling all outgoing guest mail, messages, telexes, facsimiles and special deliveries.

9.Responsible for the handling of all incoming guest mail, messages, telexes, facsimiles and special deliveries.

10.Arranging the" outside" errands required by guests e.g. collection of theater tickets, parcel delivery, luggage /shoes repair etc.

11.Maintaining order and security of guests keys and other selected keys kept in the Front Office. Ensuring keys are issued to the right guest and correctly slotted when returned. Also that the weekly key inventory is done and the necessary keys are ordered from Engineering.

12.To ensure that all concierge staff are aware of hotel policies and procedures and are kept up to date and current memos, hotel activities and special promotions.

13.To be aware of emergency procedures and report anything which may be considered a safety or health hazard immediately.

14.Ensure that logbook is signed daily and that all current notices and briefings are read.

15.Supervise staff and ensure that they adhere to proper roster and standards of grooming and discipline expected of them.

16.To Liaise with Guest Relations Manager on daily basis about VIP guest arriving at the hotel.

17.To be aware of what is going on In and Outside the hotel.

18.To have sufficient knowledge of hotel functions so as to pass on information to inquiring guests.

19.Attend morning briefings, weekly meetings as well as any special meetings.

20.Attend functions inside and outside the hotel in official capacity as the" Chief Concierge" of the hotel.

21.Handling of any problems associated with guests.

22.Inspects the equipment used by uniformed service are in good order and report to Front Office Manager if any irregularities.

23.To arrange the parking space for the Long Staying Guests.

24.To check the cleanliness and the safety of guest's luggage stored at the baggage room.

25.In addition to all duties mentioned above, the concierge shall carry out to the best of his ability the duties entrusted to him by the Front Office Manager or his designate at any given time.

Position Guidelines Front Office - Front Office Manager

2010-04-29T07:40:00.000-07:00

POSITION TITLE : FRONT OFFICE MANAGER
DEPARTMENT : ROOMS/FRONT OFFICE

PURPOSE :
Under the general direction of the Front Office Manager and within the limits of established Hotel Property and local hotel policies and procedures acts as hotel management representative for the purpose of ensuring maximum level of guest service and satisfaction and for Front Office management in their absence and other department heads when necessary.

RELATIONSHIPS :

1.Reports directly to the Front Office Manager on all pertinent Front Office matters affecting guest services and Front Office operations.

2.Provides supportive functional assistance to all departments and particularly Front Office.

3.Interacts with hotel guest as well as members of the local community.

4.Cooperates. coordinates and communicates with all departments through established channels, and particularly Front Office.

DUTIES AND RESPONSIBILITIES :

1.Supervises as directed Reception and Reservations personnel to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.

2.Reacts to situations as needed to ensure guests receives prompt, cordial attention and personal recognition through out the hotel.

3.Responds to guest's needs and resolves related problems.

4.Support and assists Front Office personnel, particularly Guest Relations personnel to ensure Hotel members ( if any), known repeat guests and other VIP receive special attention and personal recognition.

5.Informs other operating departments, of all matters which concern them through appropriate channels.

6.Establishes and maintains effective employee relations.

7.Establishes and maintains effective interdepartmental relationships.

8.Identifies training needs and recommends formal training plans to Front Office Manager. assists in developing formal training plans and implementing training sessions as directed.

9.Inspects regularly for cleanliness and orderliness. the front and back of the house and particularly the public areas.

10.Inspects all guest rooms on a rotating basis to ensure International Hotel and hotel standards are routinely encountered.

11.Assists and complements Guest Relations in the inspection of VIP rooms in the greeting. rooming and sending off the VIP guests.

12.Monitors appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of employees.

13.Provides input for Front Office Departmental meetings.

14.Promotes inter - hotel sales and in - house facilities.

15.Assists as directed in gathering data for preparing budgets

16.Assists in the preparation of statistical reports, forecasts, Annual Budget Strategic Plan and Goals Program.

17.Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy.

18.Analyzes and approves discounts and rebates.

19.Analyzes the rate variances to ensure rooms revenue control.

20.Takes necessary actions for the conservation of health, life and assets and reacts to emergency situations.

21.Takes action with the management information system (MIS) in emergency situations.

22.Performs related duties and special projects as assigned.

REQUIREMENTS

Demonstrated knowledge of and potential ability to assist in the management of Front office section obtained through :

College degree (Hotel school, university, and/or requirement experience)

Minimum of one to three year previous experience preferred I Front Office Section Supervision, at least some of which include supervision of reception and reservations.

Proven record I reception and reservations, and several of the following areas : Reservations, Reception, Uniformed Services, telephone/Telex. Guest Relations and Front Office Cashiering.

Proven or demonstrated ability in handling crises and working under pressure, taking initiative. Leadership. An d working as a team, problem solving, prioritizing, delegating.

Position Guidelines Front Office - Front Desk Shift Leader

2010-04-29T07:22:00.000-07:00

POSITION TITLE : FRONT DESK SHIFT LEADER
DEPARTMENT : ROOMS/FRONT OFFICE

PURPOSE :
Responsible for the efficient registration, rooming, checking out of hotel guest and delegating tasks required to fulfill the efficient running of the Front Desk.

RELATIONSHIPS :

1.Reports directly to Assistant Front Office Manager. Front Office Manager.

2.Reservation, Guest Relations, Concierge, General Cashier, Account Receivable, Housekeeping, Telephone I Telex, Marketing, Engineering, Credit Manager and Duty Manager.

DUTIES AND RESPONSIBILITIES :

1.Responsible for the overall day to day functions of the front desk and delegating task as per the shift check list.

2.Greets all guest at any time and helpful manner and attempts to learn and use guest name at every opportunity registers and rooms all arrivals according to established procedures.

3.On check in, ensure that the guest fill the registration card completely and legibly and that the guest is assigned a room of the type and at the rate requested. In the case of walk in, the guest should be sold a room at the highest available rate.

4.Enter all arrivals into the computer immediately on check in. Modifies all arrival information so as to reflect information ( i.e. home address) which guest completed on registration card and enters all information accurately and with particular care toward spelling and room rates.

5.Posting outlets and departmental charges as promptly as possible and in accordance with policy and procedure.

6.Maintain cashier float and make accurate daily reports of all money received.

7.Cashing of hotel guests personal and travelers checks and assisting with currency exchange.

8.Keep self abreast of all modifications to accounting policies and procedures.

9.Responsible and attends to guest's request of using the service of safety box at all times.

10.As flow of business dictates carries out either cashier or reception function as assigned by supervisor.

11.Be thoroughly aware of all special promotion procedures, for programs such as Hotel Rewards and incentive toward customer.

12.Attends to guest's complaints, inquiries and requests, refers problems to Duty Manager or Assistant Front Office Manager whenever necessary.

13.Ensure that all rooms discrepancy are resolved before end of shift.

14.Carries out any other Front Office supervisory duties as may be assigned by Front Office Manager/ Assistant Front Office Manager.

15.Checks out all departing guests according to established procedures, ensuring that the guest account is properly Settled according to hotel credit policy with all pending charges posted to guest account.

16.Does all possible to ensure that guest depart the hotel with a positive impression of service and front office staff. .

17.At the end of the shift. balances audit and money and prepares all works for audit in an orderly fashion.

18.Always deport him/herself in keeping with the high standards of behavior and appearance expected of an hotel policy procedure in his/her attitude towards guests and employee alike.

19.Take personal interest and pride for ensuring that the front desk area is kept cleaned and in an orderly state at all times.

20.Endeavors of maintain the high standards of the hotel with particular regard to the services of Hotel members, ( if any ) and other VIP and with reference to hotel and departmental goals.

21.Responsible for action immediately to Front Office Manager or any other appropriate department head anything which is considered to be a health of safety hazard.

22.To attend Fire/ Emergency Training Program and to ensure that the hotel's and department's fire and emergency procedures are understood.

Position Guidelines Front Office - Guest Relations Manager

2010-04-29T06:59:00.000-07:00

POSITION TITLE : GUEST RELATIONS MANAGER
DEPARTMENT : ROOMS/FRONT OFFICE

PURPOSE :
Under the general direction of the Front Office Manager, and within the limits of established hotel policies and procedures, overseas and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction.

RELATIONSHIPS :

1.Reports directly to and communicates with Front Office Manager on all pertinent Front Office matters affecting guest satisfactions.

2.Provides functional assistance and direction to guest relations personnel

3.Interacts with guests as well as individual outside the hotel including, but not limited to travel industry representatives, competitors and other members of the local community.

4.Cooperates, coordinates and communicates with other hotel departments as required.

DUTIES AND RESPONSIBILITIES :

1.Monitors guest relations personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention & from arrival through departure.

2.Monitors Guest Relations personnel repeat guests and other VIP are receive special recognition and service.

3.Informs other operating departments, notably Housekeeping and Food & Beverage, on matter which concern them.

4.Establish and maintains effective employee relations.

5.Assists in identifying training needs, develops formal training plans and implements training session for guest - contact personnel.

6.Oversees maintenance of efficient repeat guest history system.

7.Maintains appropriate standards of conduct. dress, hygiene, uniform, appearance and posture of Guest Relations personnel.

8.Promotes Inter - Hotel sales and in - house facilities.

9.Checks VIP rooms for amenities.

10.Performs such functions as to include but not be limited to :

a.VIP & Hotel members ( if any) and regular guest welcome letters.
b.Solicitation of Hotel member applications ( if any).
c.Imitations to regular guest and long staying guest parties.
d.Attending to special requests by guests.
e.Developing and implementing guest telephone contact system.

11.Inform senior management of special guest related problems.

12.Handles guest complaints and refers them as necessary. Follows up on corrective action.

13.Inspect cleanliness & amenities of room guests for special guests.

14.Compiles, analyzes and controls guest relations costs.

15.Schedules and attends monthly VIP guest cocktail parties.

16.Reviews VIP lists to check room allocations, amenities, special requests.

17.Prepares requisitions for amenities on a timely basis.

18.Perform related duties and special projects as assigned such as monthly cocktail party, long - staying guest party, courtesy call to airlines etc.

Position Guidelines Front Office - Reservation Manager

2010-04-29T06:54:00.000-07:00

POSITION TITLE : RESERVATION MANAGER
DEPARTMENT : ROOMS/FRONT OFFICE

PURPOSE :
Supervising General Job Performance of reservation staff implementing of policies and procedures under guidance of Front Office Manager, training, responsible and perform any other duties might requested by Front Office Manager or Room Division Manager.

RELATIONSHIPS :

1.Reports directly to Front Office Manager.

2.Interact and cooperate with Sales, Reception, Guest Relations, Banquet, Accounting and Housekeeping.

DUTIES AND RESPONSIBILITIES :

1.Responsible to Front Office Manager and Room Division Manager.

2.Having knowledge of entire Reservation Procedure according to International Hotel manual system.

3.Responsible for Hotel and Local Reservations and Reservation - Links to Best Western World Wide.

4.Handling of correspondences, sorted - out letters, telexes, fax, cables which are checked already by Front Office Manager.

5.Allocate daily tasks to Reservations staff .

6.Review reservation booked daily.

7.Review arrival report daily.

8.Responsible for preparation of occupancy forecast.

9.Responsible for training staff.

10.Responsible for implementation of policies and procedures.

11.Responsible for recording Company/Travel Agent Rates both in system and correspondence file.

12.Liase with Sales Department in regards to occupancy, Rates Reservation's Analysis.

13.Identify Top Producing Accounts ensure proper recognition by Reservation staff

14.Responsible for various Production reports and supply to each department concerned.

15.Monitoring Telephone Manner and general performance of reservations staff daily.

16.Ensure special handling of repeats guest and very VIP guest.

17.Review room blocking for Long Stay. Suites and special group request.

18.Supervising of Group Reservations.

19.Maintain cordial relations with commercial clients.

20.Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action.

21.Responsible for work schedule

22.Responsible for maintaining a Neat and Orderly position at all times.

In general, perform any other duties might requested by Front Office Manager or Room Division Manager.

Position Guidelines Front Office - Assistant Front Office Manager

2010-04-29T06:49:00.000-07:00

POSITION TITLE : ASSISTANT FRONT OFFICE MANAGER
DEPARTMENT : ROOMS/FRONT OFFICE

REPORTS TO : FRONT OFFICE MANAGER

PURPOSE :
Under the general direction of the Front Office Manager, and within the limits of established hotel policies and procedures, assists in overseeing and directing all aspects of Front Office operations which shall include Assistant Managers, Guest Relations, Reception, Reservations, Telephone/Telex. Uniformed Services/Concierge.

RELATIONSHIPS :

1.Reports directly to and communicates with Front Office Manager on all pertinent Front Office matters affecting guest service and operations.
2.Provides functional assistance to the Front Office operations personnel.
3.Interacts With hotel guests as well as the local community.
4.Cooperates, coordinates and communicates with Front Office section heads.

DUTIES AND RESPONSIBILITIES :

1.Supervises Reception and Reservations personnel to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.

2.Monitors Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.

3.Monitors Front Office personnel, and particularly Guest Relations personnel. known repeat guests and other VIP receive special attention and personal recognition.

4.Informs other operating departments, notably Housekeeping, of all Front Office Managers which concern them.

5.Establishes and maintains effective employee relations.

6.Assists Front Office Manager in personnel related manner such as interviewing, appraising and counseling.

7.Identifies training needs, assists in development formal training plans and implementing training sessions.

8.Inspects frequently for cleanliness and orderliness, the lobby, reception and cashier's desk and, on a random basis, VIP rooms prior to arrival.

9.Performs related duties and special projects as assigned.

Position Guidelines Marketing - Public Relations Officer

2010-04-24T08:05:00.000-07:00

POSITION TITLE : PUBLIC RELATIONS OFFICER
DEPARTMENT : PUBLIC RELATIONS/MARKETING

PURPOSE :
Under The general guidance and supervisor of the Director of marketing. in coordination with the Public Relations Manager and within the limits of established hotel policies procedure and Public Relations manual. oversees and implements all promotion activities in his I her specific area of responsibility.

RELATIONSHIPS :

1.Response Directly to the Marketing Director Public Relations Manager.

2.Interacts with the Graphic and Artshop Department.

3.Liaise with Sales Manager Banquet. Front Office and other individuals within the hotel and Outside Advertising agency.

DUTIES AND RESPONSIBILITIES :

1.Responsible for the running of the Graphic and Artshop Department including copyright for all in-house promotional materials: set deadlines and prepare Weekly Job Status.

2.Liaise with Printshop for all printing request; set deadlines and include in weekly Job Status Report.

3.Responsible for distributing Hotel's Promotional materials - in house ( guest room liaise with Housekeeping and F & B Outlets with relevant Managers) and outside.
( liaise with Secretary for printing of labels and distribution)

4.Serves as Liaison Officer / contact person with Community & Charitable Organization Travel industry. Art and local Corporate groups identifies opportunity to promote hotel with such groups.

5.Identifies and participate in special events for sponsorship and co-sponsorship ( e.g. Sport tournaments, etc. ).

6.Works with F & B to plan, execute and promote outlet promotions and Chef involvement in community relations.

7.Assist the Sales Department by producing Sales Tools ( e.g. Lebaran and Year End Special Rate flyer. Secretary Incentive.etc )

8.Responsible for the distribution of Lebaran and Christmas gifts to Top Accounts ; compile list fom other departments; liaise with Purchasing for transportation.

9.Arrange house tours for Students and other Organization.

10.Assist with greeting VIPs at the hotel

11.Coordinate photo shoot in the hotel pertaining to Food & Beverage promotions.

12.Coordinates guest lists and invitations for VIP receptions and other in-house originating functions ( e.g. Food Festival ).

13.Prepare weekly Activity Programs.

14.Prepare monthly Public Relations Report related to promotions.

15.Prepare monthly Typesetting Report.

16.Prepare monthly Artshop Report.

17.Create innovative Festival Openings.

18.Responsible for compiling sample of all printed materials ( e.g. file for F 8.:. Band another Rooms ).

19.Perform other related activities as assigned by the Marketing Director.

DAILY/WEEKLY/MONTHLY ACTIVITIES
ADVERTISING & PROMOTION)

DAILY

Attend morning briefing
Meeting with Marketing Director/ Public Relations Manager
Check our occupancy other hotel's occupancy and their Average Rate Check Graphic, Artshop and Printshop deadlines
Check today's event order VlP arrival

WEEKLY
Attend Public Relations meeting Attend Advertising meeting
Attend Food & Beverage Meeting Conduct Graphic & Artshop meeting Prepare Job Status Report
Lates by Thursday. prepare Weekly Program to be given to Printshop (Program to be ready by Saturday afternoon)
House Tour to ensure sufficient quantity are kept in flyer boxes and other in-house merchandising

MONTHLY

By the 24th. prepare Artshop and Typesetting Report
By the 5th, prepare Public Relation Report Related to Promotions Activities Prepare Artshop requisition

Position Guidelines Marketing - Public Relation Manager

2010-04-24T07:57:00.000-07:00

POSITION TITLE : PUBLIC RELATIONS MANAGER
DEPARTMENT :MARKETING

PURPOSE :
Under the general guidance and supervision of the General Manager. and within the limits established International Hotel policies. procedures and the Marketing Director Public Relation Manual. promotes and maintains good public relation in order to maintain the prestigious image of the hotel: plans. directs. controls, coordinates and participates in all Public Relations activities.

RELATIONSHIPS :

1.Reports directly to General Manager Marketing Director.

2.Communicates. Coordinates and cooperates with Executive Assistant Manager.

3.Sales. Banqueting, Personnel. Front Office, Guest Relations and other departments as appropriate.

4.Supervise Public Relations stair

5.Interacts with government and community leaders, opinion formers, the press and existing and potential clients.

DUTIES AND RESPONSIBILITIES :

1.Develops a public relation program for the hotel based on its marketing goals. Liaise with Marketing in targeting specific markets and developing the public relation strategies to reach these markets.

2.Develops media contacts. plans press conferences and other press activities. Acts as hotel's liaison with media to promote good publicity and counteract bad publicity.

3.Develops and organized promotional activities. coordinates with departments concerned invites VIP's and media to promotional activities: prepares and issues press releases.

4.Established sales leads from the study of magazines. newspapers and from personal contacts: coordinates sales leads with Banqueting and Sales Departments.

5.Disseminates corporate press releases to appropriate local trade and consumer media.

6.Establishes a program for sending to trade publications on a regular basis releases covering special events, promotions. etc.

7.Prepares promotional press releases on personalities among guests and employees of the hotel and on newsworthy events in the hotel.

8.Provides information to other departments on activities within and outside the hotel which may be useful when dealing with guests.

9.Prepares annual Public Relations goals and budget: in corporation with Sales Manager prepares working plans to carry - out goals: compares actual achievements against goals and takes corrective action.

10.Accepts client and media complaints. requests. and inquiries and coordinates handling with departments concerned.

11.Supervises and directs photographers commissioned to take pictures of VIP’s. show. etc.

12.Coordinates all activities with the Director of Marketing.

13.Maintains good public relations by extending personalized service to VIP's e.g following up on reservations for VIP's, assisting in greeting VIP's and groups upon their arrival.

14.Coordinates guest list and invitations for VIP receptions, luncheons, dinners. Etc.

15.Maintains clipping files pertaining to the hotel (s) based on daily perusa1 of the media and provides same to General Manager. other departments. other hotels. corporate public relation Best Western International as appropriate.

16.Maintains mailing list / contact file.

17.Maintains photo file.

18.Training activities as required.

19.Establishes and maintains effective employee relations.

20.Performs related duties ad special projects as assigned,

REQUIREMENTS

1.College degree or equivalent experience.

2.Minimum of one year previous experience in Public Relations department. preferably in a same class hotel.

3.Proven management abilities including. but not limited to following: decision making process, human relations. leadership and motivation, organizational ability.

4.Effective verbal and written communication skills.

Position Guidelines Marketing - Market Research Officer

2010-04-24T07:54:00.000-07:00

POSITION TITLE : MARKET RESEARCH OFFICER
DEPARTMENT : SALES/MARKETING

PURPOSE :
Under the general guidance of the Director of Marketing. responsible for the research and prioritizing of income leads and special target markets as assigned.
Report directly to the Director of Marketing with assistance from the Director of Sales.

RELATIONSHIPS :

1.Reports Directly to Marketing Director/Director of Sales.

2.Interacts with other Sales Managers/Executive within the hotel and other hotels and Regional offices.

3.Maintain high profile within all Clients dealings with his/her Marketing area.

4.Interacts with individuals outside the hotel within his/her marketing area including. but not limited clients.

DUTIES AND RESPONSIBILITIES :

1.Research all assigned leads and establish classification on weekly basis.

2.Prioritize leads for follow up.

3.Assign "Immediate action"leads to appropriate Sales Manager.

4.Establish trace system for follow up of in-active leads.

5.Update Client files when applicable with current information.

6.Responsible for maintaining lead ledge.

7.Send lead referrals to other Best Western International properties and Regional offices.

8.Responsible for tracking and tracing performance of the Sales Staff on Monthly basis and to report any discrepancies to the attention of the Marketing Director.

9.Secure periodical reports on Commercial Accounts and Travel Agents from Sales Department PC System for evaluation and analysis of individual account performance.

10.Assist Marketing Director in tracking performances of individual sales person on servicing the accounts.

11.Perform related duties and special projects as assigned.

Position Guidelines Marketing - Sales Manager

2010-04-24T07:48:00.000-07:00

POSITION TITLE : SALES MANAGER
DEPARTMENT :MARKETING

PURPOSE :
Under the general guidance and supervision of the Director of Marketing, in coordination With the Director of Sales and within the limits of established International Hotel policies, procedure and Sales Manager manual, oversees and implements all Sales activities in his/her specific area of responsibility.

RELATIONSHIPS :

1.Reports directly to Director of Marketing/Director of Sales.

2.Interacts with other Sales Managers within the hotel and other and other Best Western International Hotels and regional sales office.

3.Maintains high profile within trade and professional association dealing with his/her marketing area.

4.Interacts with individuals outside the hotel within his/her marketing area including, but not limited to clients, local hotel associations and other members of local community.

DUTIES AND RESPONSIBILITIES :

1.Implements all sales action plans related to his I her marketing area as outlines in the Marketing Plan.

2.Assigns major travel functions ( i.e. trade show. association) that deal specifically with his/her marketing area.

3.Establishes and maintain files on major active accounts within his/her marketing area.

4.Promotes and produces sales leads for other Best Western International Hotels

5.Plans sales trip. under the direct approval from the Director of Marketing / Director Sales. to major marketing areas. calling on accounts within their specific marketing areas. Report to Director of Marketing / Director Sales on potential markets needing coverage.

6.Provides feedback to the Director of Marketing / Director Sales on changing marketing conditions. including trends in the competition, as a result of direct sales solicitation. telephone and direct mail in his / her market area. Arrange FAM / Site inspection trips to hotels by major clients and accompanies clients.

7.Disseminates sales related information to other departments as appropriate.

8.Maintains a high level of exposure in the hotel in major market areas through direct sales solicitation telephone contact and written communications.

9.Establishes and maintains effective employee relations.

10.Performs related duties and specific projects as assigned.

REQUIREMENTS

College degree or equivalent experience preferred

Minimum of one year experience in a hotel sales department or in a regional sales or demonstrated sales ability working in other department of the hotel ( i.e. guest relation manager ).

Demonstrated potential to acquire such management skill as development of marketing plan and implementation of administrative action plan, planning short and long- range goals. decision making process, leadership and motivation, organization ability, sales contract, research and planning, innovation skills.
( creativity. special promotion ).

Position Guidelines Marketing - Director Of Sales

2010-04-24T07:43:00.000-07:00

POSITION TITLE : DIRECTOR OF SALES
DEPARTMENT :MARKETING

PURPOSE :
Under the general guidance and supervision of the Director of Marketing and within the limits of established Hotel Policies & Procedure and Sales Manager Manual. oversees day to day sales efforts of Sales Managers. with specific responsibilities for directing sales. solicitation and implementing action plans set forth in the Marketing Plan.

RELATIONSHIPS :

1.Reports directly to the Director of Marketing. coordinates functions and activities of sales personnel. interacts with potential clients and industry trade representative while covering major trade shows and conducting sales trips.

2.Coordinates activities of Hotel sales personnel.

3.Interaction with sales personnel of competitor hotels.

4.Interacts with individuals outside the hotel including. but not limited to. clients. convention bureaus. local hotel associations. government tourist office. airlines. travel agents. tour operators. competitors and other members of the local community.

DUTIES AND RESPONSIBILITIES

1.Directs all sales activities for Sales Managers to ensure that they meet the goals of the Marketing Plan.

2.Attend major travel functions. i.e. Trade Shows and local hotel association meetings to promote sales for the hotel.

3.Establishes and maintains effective employee relations.

4.Establishes and maintains files on major hotel account he/she has establishes in the hotel and maintains the national filing system.

5.Promotes and produces leads for Aston Bandung Hotel & Residence.

6.Plans and executes sales, trips to major market areas and reports to the Director of Marketing on new potential market areas that should be covered.

7.Analyzes marketing changes and under the direction of the Director of Marketing, implements programs with the sales department to meet these changes ( i.e. changes in FIT business, clients combining business travel with leisure travel ).

8.Establishes and maintains effective employee relations.

9.Meets with all influential clients and ensures post meeting evaluations are Conducted.

10.Recommends to the Director of Marketing direct mail campaigns to reach specific markets.

11.Organizes and accompanies FAM / Site Inspection trips to hotels by major clients.

12.Disseminates sales related information to other departments as appropriate.

13.Maintains a high level of exposure for the hotel in major marketing areas through direct sales solicitation, telephone contact and written communications.

14.Organizes and implements good programs that ensures execution of all group meetings and functions.

15.Reviews sales files as they related to good booking procedures:
a.Proper group room histories.
b.Proper group meeting program histories.
c.Proper contractual agreements.
d.Constant, on-going room block analysis.

16.Performs related duties and special projects as assigned.

REQUIREMENTS

College degree or equivalent experience.

Minimum of 3-5 years experience as Director of Marketing or Director of Sales in a first class hotel or regional office.

Proven management abilities including. but not limited to recognizing key market areas and trends. Planning short and long-range goals. including strategic ( 5-year ) planning. forecasting and budgeting. departmental profit loss analysis. sales contracts.

Frown work record in all areas of sales marketing including: good working knowledge of primary market and broad base knowledge in other markets. ( i.e .. meetings, tour/travel. incentive. corporate, F.LT. )

Experience in the above preferably gained by working in a hotel.

Position Guidelines Marketing - Director Of Marketing

2010-04-24T07:38:00.000-07:00

POSITION TITLE : DIRECTOR OF MARKETING
DEPARTMENT : MARKETING

PURPOSE :
Under the general guidance and supervision of the General Manager, and within the limits of established Hotel policies and procedures. oversees and direct all aspects of the sales operation. Responsibilities include, but are not limited to direct sales. sales solicitation, sales administration, advertising and public relations, Responsibilities also require direct and routine interaction with Divisional Marketing office.

RELATIONSHIPS :

1.Response directly to the General Manager.

2.Interacts with functions and activities of sales and marketing personnel. including Director of Sales. Sales Manager. Public Relations Manager, Advertising personnel. Also interacts with Front Office Manager and Director of Catering.

3.Coordinate functions and activities with other departments as it relates to the sales function ( i.e. Food and Beverage Manager, Front Office Y1anager. Controller. Executive Housekeeper. Chief Engineer ).

4.Interacts with other hotels and hotel sales offices.

5.Interacts with individuals outside the hotel. including, but not limited to clients, convention bureaus, local hotel associations, government. tourist offices, airlines, travel agents, tour operators, competitors and other members of the local community .

DUTIES AND RESPONSIBILITIES :

1.Produces the Annual Marketing Plan, marketing budgets and forecasts, adhering to the policies and procedures outlined in the Marketing Manager Manual and division guidelines and instructions.

2.Produces an Action Plan related to the Marketing Plan to ensure that it's objectives are achieved.

3.Recommends to the General Manager and coordinates all methods of maintaining and increasing business volume. This includes advertising, sales promotion. personal selling, publicity'. community relations, special sales projects, employee training and guest relations.

4.Meets with all influential clients while they are in the hotel and ensure post meeting evaluation are comportment.

5.Established and maintains effective employee relations.

6.Conducts such function as interviewing, hiring, employee orientation. performance appraisal coaching, counseling and dismissal if necessary to make sure the appropriate staff and productivity. Consults with General Manager. department head and Personnel Manager as appropriate in performing above duties.

7.Develops and implement formal training plan for sales department personnel and assists with sales training of other department in hotel.

8.Creates and implements special program to achieve greater profitability through:
a.increasing average rate
b.increasing overall occupancy
c.increasing business volume during off - peak periods
d.increasing local food & beverage and banquet sales
e.enhancing the image of the hotel in the local community

9.Coordinates sales function with other hotel property within regions Division and Internationally Hotels.

10.Promotes business Hotel properties on a worldwide.

11.Participates as an active member of the community through association memberships and other trade organizations.

12.Conducts weekly review. including sales person activity reports of all sales and marketing personnel to ensure target and sales objective are being met.

13.Reviews regularly that internal promotion pieces for visual effect conform with Best Western International standards are up to date.

14.Organize and promote, in cooperation with the Food & Beverage Department special project to stimulate food & beverage sales within the community. including. but not limited to tournament. balls, parties, gastronomic festivities etc.

15.Investigates potential market by :
a.Reviewing sales department and front office correspondence files.
b.Analyzing guest history and registration card files.
c.Studying guest questionnaires.
d.Reviewing government statistics on visitors to the city.
e.Analyzing competition's sales / promotion efforts.
f.Studying various reference and industry publications for sales leads.

16.Recommends to General Manager the kind of advertising which will be most productive for the hotel by analyzing the market effectiveness of past advertising campaigns and consulting with other department heads and the advertising agency.

17.Procures new and repeat business for the hotel by maintaining contact with airlines. travel agencies, commercial houses, private clubs and professional associations within community and neighboring market. Meet planners, corporate accounts, incentive buyers, airlines, wholesalers.

a.Personal sales calls
b.Telephone contacts
c.Written communications, i.e.direct mail within the hotel's marketing area
d.Maintenance of National filing system

18.Reviews regularly the Public Relations activities with the Public Relations Manager to ensure high awareness of the hotel in the local and national media.

19.Communicates with all departments the necessary data that will effect the overall and specific departments of the hotel relating to group meetings and functions.

20.Performs related duties and special projects as assigned.

REQUIREMENTS
College degree or equivalent experience.

Minimum of five year experience as Director of Marketing or Director of Sales in same class hotel or regional office.

Proven management abilities including. but not limited to development c i marketing plan and implementation of administrative action plan. planning short and long - range goals including strategic ( 5 year) planning, forecasting and budgeting, departmental profit / loss analysis, sales contracts.

Proven work record in all areas of sales and marketing including:
good working knowledge of primary market area, meeting, tour travel incentive. corporate, FIT.

Basic knowledge of: advertising, public relations, sales promotions. Food & Beverage promotions.

Experience in the above preferably gained working in a hotel.

Position Guidelines Purchasing - Storkeeper

2010-04-24T07:27:00.000-07:00

POSITION TITLE : Storekeeper (Engineering)
DEPARTMENT : Purchasing
REPORTS TO : Material Manager
_____________________________________________________________
Task ---> Frequency
_____________________________________________________________

1. Ensures that all storage areas are clean, neatly --->( 1. Daily)
Arranged and tidy. Also that all items are stores
Under optimal conditions.

2. Verifies quantities of arriving materials destined ---> (2. Daily)
For stored; signs for same on receiving stamp.

3. Maintains an up-to-date bin card identifying ---> (3. Daily)
Each items code number, name, issue unit, min.
Per stock level and unit price.

4. Issues from stores against properly completed ---> (4. Daily)
Rules off / approves authorization slips, making
Certain all writing is eligible. Signed the ‘issued by’
Posting the slip.

5. Prepares storeroom issue summaries with the ---> (5. Daily)
Respective slips, records the consecutive number
On all summaries before passing them to Chief
Engineer’s office. After wards forwards the
Approved summary to the Inventory Clerk.

6. Verifies the list of items at re-order point against ---> (6. Daily)
Physical quantities on the shelves, makes the
Purchase requisitions.

7. Makes self available during physical inventory ---> (7. As required)
Taking/cycle inventory to answer inventory
Raised by the Inventory clerk.

8. Signing the store romm discrepancy report ---> ( 8. As required)
Before being submitted to Controller.

9. Assists Inventory Clerk is assigning number ---> (9. As required)
On new items received.

10. Special duties as assigned ---> (10. As required)

Position Guidelines Purchasing - Head Store Man

2010-04-24T07:15:00.000-07:00

POSITION TITLE : Head Store man (F & B General Stores)
DEPARTMENT : Purchasing
REPORTS TO : Material Manager
____________________________________________________
Task ----> Frequency
____________________________________________________

1. Complete “Inventory on Hand” columns of ---> (1. Daily)
All grocery / Market Lists and forwards to Chef.

2. Verifies quantities of arriving materials destined ---> (2. Daily)
For stores; signs for same on Receiving Stamp.

3. Ensures that all storage areas are clean, neatly --->(3. Daily)
Arranged and tidy and that all items are stored
Under optimal conditions.

4. Maintains up-to-date bin labels identifying each ---> (4. As required)
Item’s code number, name, issue unit and minimum
And maximum par stock levels.

5. Issues from stores against properly completed ---> (5. Daily)
Ruled-off/approved storeroom Requisitions, making
Certain all writing is legible and that code numbers
Are clearly indicated next to each item being
Issued; signs the “Issued by” portion of the requisition.

6. Records consecutive numbers on all Storeroom --->(6. Daily)
Requisitions before passing copy to person
Accepting goods-logs each requisition in the
Storeroom logbook; forwards completed requisitions
To the Inventory Clerk.

7. Verifies the list of items at re-Order Point against
Physical quantities on the shelves; prepares the
Purchase requisition and weekly beer & soft
Drink order and passes them to the Material Manager
Or Purchasing Agent.

8. Makes self available during Physical Inventory to ---> (8. Daily)
Answer questions raised bay the Inventory Clerk.

9. Signing the Storeroom discrepancy report before ---> (9. As required)
Being submitted to Controller/Chief Accountant.

10. Preparing working schedule of staff. ---> (10. As required)

11. Special duties as required. ---> (11. As required)

Position Guidelines Purchasing - Purchasing Agent

2010-04-24T07:12:00.000-07:00

POSITION TITLE : PURCHASING AGENT
DEPARTMENT : PURCHASING

REPORTS TO : MATERIAL MANAGER

SUMMARY OF RESPONSIBILITIES :
The Purchases Agent responsible for the coordination of of procurement function, particularly for meeting the day-to-day materials requirements of the Hotel including routine purchasing of food, beverage, general store and POMEC supplies. At the discretion of the Materials Manager he is also responsible for seeking price quotations for other material requisitions.

SPESIFIC RESPONSIBILITIES

1.Market I Groceries List I Weekly Beer and Soft Drink

a.Responsible for ensuring that price quotation is up-to-date.

b.Monitors vendor reliability and dependability and established contacts with prospective suppliers.

c.Secures delivery of required Market List items at reasonable prices and in keeping with the Hotel's quality standards.

d.Spot-checks Market/Grocery List. Any deviation from the established procedure should be brought to the attention of Materials Manager and Chef with regard to market conditions, product availability, seasonality and price trends.

e.Makes periodical market survey with the assistance of Heads of Department or Outlet Manager concerned.

2.Purchase Request

a.Checks price quotation obtained for all items bought.

b.Notifies Materials Manager of market trend advising cost saving substitutes for high priced items, notifies material manager of prince increases greater than 10,0 % and of the situations in which expected price increases, or in such instance awaits management and/or controller’s approval before placing the order.

c.Ensures that purchase request log is properly maintained, and place order.

d.Distributes Purchases Request copies in a timely manner, maintains accurate and up-to-date files.

e.Follows up pending Purchase Request or order.

f.Handles Emergency Purchase Request.

3.Purchase Orders

Reviews and signs Purchase Orders, cross-references Purchases orders to purchase Orders requests, competitive bids before being forwarded to material Manager for further approvals.

4.General

a.Pays particular attention to discrepancies between quoted and delivered prices noted by Receiving Clerk, and obtain clarification from suppliers.

b.Carries out corporate Policy and Procedure ; observes procedures outlined.

c.Ensures that quotation Card is kept up-to-date.

d.Performs special duties as required.

e.Keep abreast with new products which is applicable in the hotel.

5. Importation

Responsible for ensuring that imported goods can arrive at the first opportunity

Position Guidelines Purchasing - Material Manager

2010-04-24T07:08:00.000-07:00

POSITION TITLE : MATERIAL MANAGER
DEPARTMENT : PURCHASING

REPORTS TO : MANAGER

SUMMARY OF RESPONSIBILITIES :
The Materials Manager is responsibilities for all purchases, storage and issue of all Food, Beverage, General Stores, Stored operating equipment ( and POMEC spare parts storage), and is directly responsible for the physical control of all these items until properly issued to the various department.

SPECIFIC RESPONSIBILITIES

1.PURCHASING

a.Fully responsible for the purchasing functions as outlined in the Corporate Purchasing Manual. Exception being made for new procedures as outlined in New Cost Control Manual, 6/80 issue.

b.Responsible for working with Heads of Department and, management to set and maintain logical stock levels for all items. Constantly monitors usage and market conditions logically dictate.

c.Reviews Market Lists. Pays particular attention to discrepancies noted by the Receiving Clerk and/or concerned purveyors.

d.Reviews and signs all purchase request; either store or direct to department, Management's approval for the purchase of all non inventory items. Controller's approval for all charges to accounts in the 180 or 240 control groups plus all purchasing regardless of type which are over USS 25,000.00.

2.STORING

a.Responsible for the proper storage of aU Food, Beverage, General Stores, Operating Equipment (and POMEC) items until these are issued on properly completed requisitions to the various departments.

b.Makes certain all items (except direct issues) go immediately into storage under the most optimum conditions possible so as to a\'oid spoilage, deterioration and pilferage.

c.Works with the General Manager to establish and enforce strict controls in all storage areas; advises of problems.

d.Makes certain that all storage areas are kept clean, tidy and that storage is in accordance with the local fire laws.

e.Makes certain all items are kept properly arranged on shelves and that they are appropriately tagged.

f.Makes certain that aU storage areas are adequately secured v.ith strong locks and that the key control procedure id well-enforced.

3.ISSUING

a.Responsible for ensuring that all issue are made against properly completed Storeroom Requisitions as states in the Cost Control Manual such as correct storing number, approved Department Head's signature, etc.

b.Works with Heads of Department and with the Manager to establish fair, workable issue hours and see that the hours are enforced. Brings exceptions to the attention of concerned Departments and/or Management.

c.Works closely with Heads of Department to establish logical issue units; makes certain items are stored in these units for ease in issuing and counting during inventories. Identifies the issue units in the store catalogs.

4.STAFFING

a.Supervise the Head Store man, Store men/Helpers and the Purchasing Agent, Buyer, Driver and Secretary.

b.Carries out all personnel, payroll and other administrative tasks which concern staff, with the approval of the Manager.

c.Responsible for his staff to be sufficiently knowledgeable in their working procedures so as to require a minimum of supervision. Also responsible for training new staff.

5.DEPARTMENT HEAD MEETINGS

a.Outlines problems encountered in purchasing, vendor relations, difficulties in issuing from stores, etc.

b.Follows up on slow-moving items to ensure action is taken for disposal.

c.Keeps Heads of Department posted on new products available on the market which are of general interest; advises of discontinued products, possible shortage, cost saving substitute.

d.Reviews the Calendar of Capital Expenditure and reminds Heads of Department to concur with scheduled purchases or to deliberately defer the purchases. Follows up as required with a CEA procedure.

e.With management and Concerned Head of Department establishes and coordinates completion of CEA and presents to Controller and General Manager for approval.

f.Comments on his observations with regard to the misuse, mis-handling or neglect of operating equipment by hotel employees.

6.GENERAL

a.Every six months publishes new Store Catalogs, assigns new code numbers and updates catalog information.

b.Maintains logical stock levels to ensure supply availability to departments. economic inventory levels and turnover.

c.Carries out corporate Policy and Procedure.

d.Keeps Heads of Department posted on the status of pending purchases both local & overseas, checks monthly Importation status issued by General Purchasing NY.

e.With Management and Heads of Department concerned establishes and coordinates completion of CEA and presents to Controller and General Manager for approval.

f.Prepares a weekly CEA status to General Manager/Manager and Controller.

g.Distributes copies of prepared & approved CEAs to Heads of Department concerned.

Position Guidelines Laundry - Flat Work Ironer & Dry Tubler Operator

2010-04-24T07:05:00.000-07:00

POSITION TITLE : FLAT WORK IRONER / DRYING TUBLER OPERATOR
DEPARTMENT : LAUNDRY

PURPOSE :
As the title clearly says. the folder I feeder or drying tumbler positions should be well know to the employee. To classify the linens. also he I she is responsible for all hotel linens in finishing ( cleanliness, quantity or quality of linens pressed ).
Knowing and understand the operational procedures and daily schedule of hotel linens required.

RELATIONSHIPS :
Reports Directly to house laundry supervisor.
Cooperates with linen washer and linen spotter.
Interacts with other sections in laundry or other department as required.

DUTIES AND RESPONSIBILITIES :

1.Checks and cleans before operating the equipment.

2.To switch on the steam heating.

3.Reports directly to supervisor malfunctioning of equipment.

4.Cleans the steam chest of flat ironer and lint traps for tumbler ( 3 ) times a day.

5.Guides the pieces onto food ribbons, straightening edges and smoothing \\Tinkles as it is drawn into the flat ironer.

6.Checks for damaged or stained linens.

7.Moistening the linens if they need re-ironing.

8.Records the number of clean linens as the daily production.

9.To switch oft-the equipment's after day's work.

10.Any other duties assigned by laundry manager or Asst.

Position Guidelines Laundry - Washer

2010-04-24T07:02:00.000-07:00

POSITION TITLE : WASHER
DEPARTMENT : LAUNDRY

PURPOSE :
The washer-man is responsible to wash all dirty cloths / linens. and follows the wash formula made by laundry manager. He / she has to understand how to operate the washing machine and what is the chemical function for also knowing about the lable or e'·ery type of material and separate colour as required.

RELATIONSHIPS :
Response directly to supervisor.
Cooperates with press-man. drying tumbler and flat worlironer.
Interacts with other sections in laundry as required.

DUTIES AND RESPONSIBILITIES :

1.Washing of all dirty garments, taking care that no damage of linens or garments.

2.Using the correct amount of chemicals as listed on the wash formula· s chan, set by laundry manager.

3.Response malfunctioning of equipment.

4.Checks daily consumption ( chemicals, water and steam supplies ).

5.Keeps the area and equipment s clean.

6.Separates the linens according to lable.

7.Weighing and loading the linens or garments into the machine.

8.Any other duties assigned by laundry manager or Asst

Position Guidelines Laundry - Dry Cleaner

2010-04-24T07:00:00.000-07:00

POSITION TITLE : DRY- CLEANER
DEPARTMENT :LAUNDRY

PURPOSE :
Under the Supervision of dry-cleaning supervisor, he or she is responsible for spotting and cleaning of all garment. Selections the different pieces before loading the machine. according to the lable. colour and amount of soil. Good knowledge of textile and cleaning procedures is required.

RELATIONSHIPS :

1.Reports Directly to supervisor.

2.Cooperates With press-man checker / marker. guest Laundry washer and order taker or valet boy.

3.Interacts with other section in laundry or other department as required.

DUTIES AND RESPONSIBILITIES :

1.To switch on the machine and opens the steam heating.

2.Checks that solvent level is within the level suggested by manufacturer.

3.Clean the lint filter. water separator and button trap.

4.Reports malfunctioning of equipment.

5.Loads the solvent into the machine when it·s needed.

6.Classifies the garments according to the lables.

7.Checks for tears and condition of buttons or garments which unable to be dry-cleaned.

8.Removes the specific stains on garments before the machine.

9.Records every instruction from guest. and ensure it w ill be followed up.

10.Any other duties assigned by laundry manager or assistant.

Position Guidelines Laundry - Valet

2010-04-24T06:57:00.000-07:00

POSITION TITLE : VALET
DEPARTMENT : LAUNDRY

PURPOSE :
The Valet is responsible for pick up and delivery of guest Laundry & Dry-cleaning works. and helps the finishing of guest's cloths in dry-cleaning section.
Under the supervision of guest Laundry Supervisor. he / she able to do the charging of guest' 5 bills.

RELATIONSHIPS :

1.Reports directly to guest Laundry Supervisor.

2.Interacts and cooperates with laundry order taker. checker marker. dry-cleaner and presser.

3.Interacts with guest as appropriate.

4.Interacts with other Departments as required.

DUTIES AND RESPONSIBILITIES :

1.Takes the orders Item laundry order taker.

2.Picks up of all guest laundry & dry-cleaning works.

3.Inquires with guest the type of service desired.

4.Writes on list any special request made by the guest.

5.Help the finishing of guest of guest laundry or dry-cleaning.

Position Guidelines Laundry - Laundry Order Taker

2010-04-24T06:54:00.000-07:00

POSITION TITLE : LAUNDRY ORDER TAKER
DEPARTMENT : LAUNDRY

PURPOSE :
Under supervision of Asst. Laundry Manager, he/she has to finish all guest laundry & valet bills / charging. Answer the telephone and records every instruction from guest. Prepares the daily summary of guest Laundry & Dry-Cleaning.

RELATIONSHIPS :

1.Reports directly to Asst. Laundry Manager Laundry Manager.

2.Interacts and cooperates with Laundry office clerk. valet boy, checker marker and guest laundry supervisor.

3.Interacts with other Departments as required.

DUTIES AND RESPONSIBILITIES :

1.Answers the phone and the guest calls or takes the orders.

2.Makes the summary of guest laundry & dry-cleaning charging.

3.Records for every piece of guest laundry & dry-cleaning as listed in the price lists.

4.Send the bills directly to Front Office Cashier.

5.Open the N.C.R. machine.

6.Makes a message for the guest if any cloth impossible to process.

7.Handling the guest complaints.

8.Sometimes acts as an office clerk.

9.Closing the N.C.R. and prepare the working papers for the next day.

10.Any other duties assigned by Laundry Manager.

Position Guidelines Laundry - Sr.Guest Laundry & Dry Cleaning

2010-04-24T06:52:00.001-07:00

POSITION TITLE : SR.GUEST LAUNDRY & DRY-CLEANING
DEPARTMENT : LAUNDRY

PURPOSE :
Sr. Guest laundry and dry-cleaning is responsible for assisting the super.isor in supervisor and coordination of all guest laundry and dry-cleaning staffs, when the supervisor is absent. He/she's able to perform any job in his or her section to ensure the optimum quality of works could be maintained.

RELATIONSHIPS :

1.Reports directly to Supervisor or Asst. laundry Manager.

2.Interacts and cooperates with supervisor. checker / marker. presser. valet boy and guest laundry washer. dry-cleaner.

3.Interacts with other sections in laundry as required.

DUTIES AND RESPONSIBILITIES :

1.Participates in activities of checker / marker. presser. spotter. guest laundry washer. dry-cleaning as required.

2.Checks and marks of all guest laundry and dry-cleaning works before put into the machine.

3.Performs the duties of guest laundry and dry-cleaning as required.

4.Checks the quality of works before delivering to the guest.

5.Keeps clean the equipment's and working areas.

6.Supervises the distribution of parcels to the valet boy section.

7.Ensuring that every request or special instruction from guest was done.

8.Reports directly to supervisor or Asst. Laundry Manager the malfunctioning of equipment.

9.Sets the proper schedule of employees to ensure sufficient workforce to avoid the overtime.

10.Any other duties assigned by supervisor or Asst. Laundry Manager.

Position Guidelines Laundry - Laundry Officer Clerk

2010-04-24T06:48:00.000-07:00

POSITION TITLE : LAUNDRY OFFICER CLERK
DEPARTMENT : LAUNDRY

PURPOSE :
Under the supervision of Assistant. Laundry Manager. He she has to ensure that working papers are available in stock, charging for all guest Laundry & Valet bills.
Keeps up to date for all Laundry production records and employees absenteeism. prepare for ten days and monthly reports. Replace the Laundry order taker as required.

RELATIONSHIPS :

1.Reports direct to Assistant. Laundry Manager I Laundry Manager.
2.Interacts and cooperates with Guest Laundry Supervisor House Laundry Supervisor. Order Taker. Valet boy, also other section in Laundry.
3.Interacts with other Department as required.

DUTIES AND RESPONSIBILITIES :

1.Keeps records of Laundry / Dry-cleaning productions, absenteeism.

2.Maintains ample stock of all materials used at the Office.

3.Does all paper work for Laundry Manager / Assistant. Laundry Manager.

4.Keeps Laundry Manager and Asst. Laundry Manager informed of work for special instructions or request by day to day operation.

5.Answers the telephone and takes Laundry / Valet guest order.

6.Makes and adds Laundry Valet guest charges.

7.Closes end of the month books.

8.Sometimes acts as personal secretary to Laundry manager.

9.Any other duties assigned by Laundry Manager.

Position Guidelines Laundry - House Laundry Supervisor

2010-04-24T06:40:00.000-07:00

POSITION TITLE : HOUSE LAUNDRY SUPERVISOR
DEPARTMENT : LAUNDRY

PURPOSE :
House laundry supervisor is responsible for assisting the Laundry Manager in the supervision and coordination of all house laundry staffs / operation, to ensure the optimum quality of works and enough supply of clean lines.

RELATIONSHIPS :
1.Reports directly to Asst. Laundry Manager Laundry Manager.

2.Interacts and cooperates with other Supervisor / sections in guest laundry & dry-cleaning.

3.Interacts with other Departments as required.

DUTIES AND RESPONSIBILITIES :

1.Supervises &; coordinates of all washer / folder-feeder staffs and work flow as the daily operation.

2.Participates in activities of washer, folder/feeder in processing lines.

3.Checks the chemicals. other consummations. prepares the store requisition.

4.Prepares the maintenance order for malfunctioning of equipment.

5.Ensures the correct washing formulas are used, to have the optimum quality of works.

6.Keeps the cleanliness of work area and laundry equipment's.

7.Maintains the daily record of clean linens. records in log book if any problem could not be solved by the end of work day.

8.Estimates the work flow. and adds the overtime as necessary.

9.Prepares the monthly list of overtime. submits to Laundry :Manager.

10.Sets the proper schedule of employees. to ensure sufficient workforce.

11.Any other duties assigned by laundry manager.

Position Guidelines Laundry - Guest Laundry & Dry Cleaning Supervisor

2010-04-24T06:38:00.000-07:00

POSITION TITLE : GUEST LAUNDRY & DRY-CLEANING SUPERVISOR
DEPARTMENT : LAUNDRY

PURPOSE :
Guest Laundry & Dry-cleaning Supervisor is responsible for assisting the Laundry Manager in the supervision and coordination of guest laundry or dry-cleaning staffs. to ensure the optimum quality of works could be maintained,

RELATIONSHIPS :

1.Respons directly to Assistant. Laundry Manager / Laundry Manager.

2.Interacts and cooperates with other supervisors. order taker and all laundry staffs

3.Interacts with guests as appropriate.

4.Interacts with other departments as required.

DUTIES AND RESPONSIBILITIES :

1.Supervises & coordinates of all guest laundry / dry-cleaning staffs and work flow.

2.Participates in activities of checker / marker. dry-cleaning and spotter in the processing of guest laundry / dry-cleaning items.

3.Informs the guest of discrepancies in count and defects or specific stains in their prior to laundry or dry-cleaning.

4.Reports such discrepancies and defects or other major problems and refers to laundry manager.

5.Ensures that the processing method and quality of works are under supervision.

6.Ensures the cleanliness, proper handling and maintenance of work area and laundry equipments.

7.Maintains the daily check list or any guest's request to be done. and records in log book if any problem which could not be solved by the end of work day.

8.Estimates the work flow. and adds the overtime as necessary.

9.Prepares the monthly list of over time. submits to laundry manager.

10.Sets the proper schedule of employees. to ensure sufficient workforce ( avoid the overtime ).

11.Any other duties assigned by laundry manager.

Position Guidelines Laundry - Assistant Laundry Manager

2010-04-24T06:34:00.000-07:00

POSITION TITLE : ASSISTANT LAUNDRY MANAGER
DEPARTMENT : LAUNDRY

PURPOSE :

Under the supervision of Laundry Manager. the Asst. Laundry Manager is responsible for direct training and close supervision to all of laundry staffs and supervises the work flow. Maintains discipline and enforces the company policies or any other policies established by Laundry Manager.

RELATIONSHIPS :

1.Reports directly to Laundry Manager.

2.Interact and cooperate with subordinates and other Outlet Managers based on daily operation.

3.Interacts with guest as appropriate.

4.Interacts with other Dept. Heads as required.

DUTIES AND RESPONSIBILITIES :

1.Direct training and supervision of all workers. maintaining a good works and work flow.

2.Supervises cleanliness of laundry and dry-cleaning area / equipments.

3.Keeps time records / schedules and ensuring proper maintenance is done on all equipment's.

4.Rotates the employees to different jobs whenever he / she considers it appropriate.

5.Supervises appearance and good manners of workers, securing their cooperation.

6.Immediately action to POMEC if any necessary repairs.

7.Up holds the company policies.

8.Eliminates all work hazards to personnel. checks on safety and fire regulations.

9.Performs the duties of laundry manager during his / she absence.

10.Performs any other duties assigned by laundry manager.

Position Guidelines Laundry - Laundry Manager

2010-04-24T06:32:00.000-07:00

POSITION TITLE : LAUNDRY MANAGER
DEPARTMENT :LAUNDRY

PURPOSE :
As a responsible Department Head. reports directly to Room Division Manager or Resident Manager. In accordance with policies and procedures of Aston Bandung Hotel and Residence administers direct supervision over all staffs assigned to Department. He/She has direct responsibility for administration and maintenance of an effective training program for all Laundry and dry cleaning employees. Coordinates activities and performs all administrative duties to achieve and maintain operations at the highest degree of efficiency. and maximum control of operating cost.

RELATIONSHIPS :

1.Reports directly to Room Division Manager or Resident Manager.

2.Interacts and cooperates with subordinates and other Outlet Managers or Department Heads, based on daily operation.

3.Interacts with guests as appropriate.

4.Interacts with Hotel Manager as required.

DUTIES AND RESPONSIBILITIES :

Administrative

1.Recommends employment. discharge and discipline of Laundry and dry-clean employees through consultation with Personnel Manager. and accordance with local labor regulation.

2.Directly responsible for the administration and maintenance of an effective and continuous program of training for all Laundry employees.

3.Attending the Department Head meeting and open discussion if any operating problems.

4.Develops standard operating procedures for new task or charged conditions through the Manager's approval.

5.Ensuring that all Laundry equipment's are properly maintained and in-efficient operating condition. using the equipment's check list.

6.Consults with the Housekeeper and F & B Outlet Managers to ensure that there is enough supply of clean linen available at all times, particularly during the peak occupancy periods.

7.Ensuring that the quantities of Laundry and Dr:C1eaning supplies are requested as per monthly estimation.

8.Prepares all necessary operating reports or monthly report and forwards to accounting Department by the end of the month.

9.Makes comparisons of Laundry and Dry-Cleaning price list and costs of products used in his/her Department with prices of comparable products.

10.Schedules Departmental personnel in accordance with projected occupancy and business activity, to ensure utmost operating efficiency and minimum payroll cost consistent with good service and quality.

Supervisory

11.Supervises the functions of all Laundry and Dry-Cleaning employees.

12.Issues criticisms and instructions for correction of any practices which deviate from accepted standard practices and procedures.

13.Regularly checks to ensure that washing formulas are being used in order, maintaining the highest possible quality of works.

14.Makes daily inspections to ensure the quality of guest Laundry and Dry-Cleaning, also house laundry works could be maintained to standard.

15.Sets a high standard of work performance and attendance for all Laundry and Dry Cleaning employees by constant supervision. and ensuring the maintenance of this standard.

Position Guidelines Engineering - Supervisor of Administration

2010-04-24T06:28:00.000-07:00

POSITION TITLE : SUPERVISOR OF ADMINISTRATION
DEPARTMENT : ENGINEERING

REPORTS TO : Assistant Chief Engineer

DIRECT SUPERVISION : Administration and store room functions

BASIC FUNCTION : Is responsible for the administration and supervision of hotels Engineering office functions"

MAJOR DUTIES AND RESPONSIBILITIES :

1.Assures implementation of Aston Bandung Hotel and Residence policies, standards and procedures as they apply to administrative functions for:

a.fire prevention and other life safety programs
b.Physical security programs
c.Work order systems including Construction Work Authorizations (C\VA'S)
d.Time keeping records
e.Inventory control of parts & materials Plans and specifications files
f.Catalog files
g.POMEC logs and utility consumption
h.POMEC labor standards and labor cost controls Maintenance schedules
i.Accounting control
j.Tool Control
k.Proper appearance and housekeeping of all engineering office and storage areas.

2.Assist in the application of a work order and / or repair maintenance order system applicable to your hotel.

3.Assist in the daily scheduling and weekly forecasting of all maintenance work.

4.Maintain an equipment and machinery record system for the hotel.

5.Prepare requisitions and adequate specifications with the Assistant Chief Engineer's assistance for:
a.Non-Stores materials
b.Spare parts inventory
c.Items required in excess of stores stock
d.Work to be done by outside contractors
e.Tools required

6.Contact the hotel purchasing relative to delivery dates, convey information to parties concerned and arrange delivery.

7.Receives POMEC operations and expenditure reports for his hotel and forwards monthly report to Assistant Chief Engineer.

8.Maintains complete files of manufactures data, specifications, manuals, etc on machinery and equipment. Maintains drawing files of architectural, mechanical, electric and as-built drawings.

9.Participates with the Assistant Chief Engineer in review and recommendations to the Chief Engineer on the annual POMEC budgets of his hotel.

10.Investigates and recommends sources when local purchasing of contract services, equipment, parts and supplies as may be required.

Position Guidelines Engineering - Maintenance Supervisor

2010-04-24T06:24:00.000-07:00

POSITION TITLE : MAINTENANCE SUPERVISOR
DEPARTMENT : ENGINEERING POSITION CODE:

REPORTS TO : Assistant Chief Engineer

DIRECT SUPERVISION : Maintenance functions of POMEC Department

BASIC FUNCTION : Is responsible to the proper administration and supervision of the hotel's maintenance functions to achieve an optimal physical condition of the hotel.

MAJOR DUTIES AND RESPONSIBILITIES :
1.Assures implementation of International Hotel policies, standard and procedures for:
a.Energy Conservation and control
b.Fire prevention and other life safety programs Physical security programs
c.Effective preventive and routine maintenance Maintenance planning and schedules Maintenance systems and procedures Inspections and staff supervision.
d.POMEC labor standards and labor cost controls.
e.Appearance and housekeeping of all engineering workshop and related spaces.

2.Responsible for the proper organization and functioning of the maintenance and repair function of the POMEC Department.

3.Through proper programming and scheduling determine routine and preventive maintenance schedules and assure their implementation.

4.Support initiate programs for the improvement of procedures and the reduction of costs.

5.Analyzes and monitors maintenance and repair operations and expenditures for his department.

6.Receives and analyzes feedback information from the shift engineering to permit recommendations to the assistant Chief engineer new policies and procedures for economical operation and maintenance.

7.Participates with the assistant chief engineer in review and makes recommendations on the annual POMEC budget.

8.Reviews proposed Capital Expenditures Authorization on request (CEA forms) pertaining to POMEC prior to the assistant Chief Engineer’s submission to the chief engineer.

9.Attends engineering departmental meetings.

10.Assist the assistant and/or Chief engineering with the selection and training of staff (technical) for this hotel.

Position Guidelines Engineering - Energy Management Supervisor

2010-04-24T06:21:00.000-07:00

POSITION TITLE : ENERGY (OR UTILITIES) MANAGEMENT SUPERVISOR
DEPARTMENT : ENGINEERING

REPORTS TO : ASSISTANT CHIEF ENGINEER

DIRECT SUPERVISION : Energy Management functions.
( Formerly Heat, Light & Power ( HLP ) Department )

BASIC FUNCTION : Is responsible to the proper administration and supervision of Energy Management functions to maximum operating efficiency and economy of the hotels total utility consumption.

MAJOR DUTIES AND RESPONSIBILITIES :
1.Typically is Chairman or P0MEC Representative on the hotel's Energy Committee.

2.Assures implementation of International Hotel policies, standards and procedures for:
a.Energy Conservation and control Water and sewage quality control
b.Fire prevention and other life safety programs Physical security programs
c.Effective preventive and routine maintenance Energy 1vlanagement systems and procedures Inspections and staff supervision
d.POMEC labor standards and labor cost controls
e.Appearance and housekeeping of all boiler and equipment rooms.

3.Responsible for the proper organization and functioning of the energy management function of the POMEC Department.

4.Through logs and utility data, determine optimal operating efficiencies and take necessary corrective measures when variance from standards are excessive.

5.Support and initiate programs for the improvement of procedures and the reduction of energy and utility costs.

6.Analyzes and monitors energy costs and expenditures for his department.

7.Receives and analyzes feedback information from the Shift Engineering logs to permit recommending to the Assistant Chief Engineer new policies and procedures for economical operation and maintenance.

8.Participates with the Assistant Chief Engineer in review and makes recommendations on the annual POMEC budget.

9.Reviews proposed Capital Expenditure Authorization requests ( CEA forms ) pertaining to POMEC prior to the Assistant Chief Engineer's submission to the Chief Engineer.
10.Attends Engineering Departmental meetings.

11.Assists the Assistant and / or Chief Engineer with the selection and training of staff ( technical) for his hotel.

Position Guidelines Engineering - Assistant Chief Engineering

2010-04-24T06:18:00.000-07:00

OSITION TITLE : ASSISTANT CHIEF ENGINEERING
DEPARTMENT : ENGINEERING

REPORTS TO : Chief Engineer

DIRECT SUPERVISION : Energy Management ( or Utilities)
Supervisor
Maintenance Supervisor
Supervisor of Administration ( Engr. )

BASIC FUNCTION : Is responsible to the Chief Engineer in the administration of the hotels POMEC Department which includes proper operation, maintenance, life safety, fire prevention and physical security of the hotel facilities, building grounds. FF&E, mechanical plant, appurtenances and installations.

MAJOR DUTIES AND RESPONSIBILITIES :
1.Typically is chairman or POMEC functions and acts in the capacity of C.E. during his absence.

2.Assures implementation of Hotel Property policies, standards and procedures for:

Life safety and fire prevention programs Physical security programs
Effective preventative and routine maintenance Maintenance planning and schedules
POMEC programs and procedures
Water and sewage quality control
Inspections and staff supervision
POMEC labor standards and labor cost controls
Proper appearance and housekeeping of all boiler and equipment rooms.
Analyzes and monitors POMEC operations and expenditures for his divsion.

3.Analyzes and monitors POMEC operations and expenditures for his division.

4.Receives and analyzes feedback information from POMEC and Engineering Administration Departments in his hotel for recommending to the Chief Engineer new policies and procedures for economical operation and maintenance.

5.Participates with the Chief Engineer in review and makes recommendations on the annual POMEC budgets of his hotel.

6.Reviews proposed Capital Expenditure Authorization requests ( CEA forms ) pertaining to POMEC prior to the Chief Engineer's submission to the General Manager.

7.Attends Engineering Departmental meetings and Hotel Department Heads meeting during absence of the C.E.

8.Assists the Chief Engineer with the selection and training of staff ( technical) for his hotel.

9.Investigates and recommends sources when local purchasing of contract services, equipment, parts and supplies may be required.

Position Guidelines Engineering - Chief Engineering

2010-04-24T06:06:00.000-07:00

POSITION TITLE : CHIEF ENGINEERING
DEPARTMENT : ENGINEERING

REPORTS TO : General Manager

OPERASIONAL COORPERATION : RCE - DDHE - VPHE - Corporate Office

DIRECT SUPERVISION : Hotel POMEC Staff

BASIC FUNCTION : Is responsible to General Manager for the integrity of the hotel physical facilities including proper operation, maintenance, life safety. fire prevention and physical security of the building. grounds, FF&E, Mechanical plant, appurtenances and installations.
He supervises all POMEC activities.

MAJOR DUTIES AND RESPONSIBILITIES :
1.Is responsible for implementation of Corporate Office's and Hotel Policies,

Standards and Procedures for:
Efficient POMEC Department Management Control of Utilities
Water and Sewage quality control
Life Safety and fire prevention programs
Physical security programs (in cooperation with any hotel security department)
Effective preventive planning and schedules Work Order systems
Departmental time keeping records POMEC staff programs and procedures Inspections and staff supervision
POMEC Labor standards and labor Cost controls. Parts and Material inventories
Training programs for POMEC Staffs.
Proper appearance and housekeeping of all boiler and equipment rooms.

2.Analyzes and monitors POMEC operations and expenditures for his hotel and forwards monthly report to RCE or land General Manager.

3.Receives and analyzes feedback information from POMEC and Engineering Administration departments in his hotel for recommending to the RCE New hotel Criteria, Standards and optimizing designs for economical operation and maintenance.

4.Maintain complete files of manufacturer's data, specifications, Manuals, etc, on Machinery and equipments. Maintain drawing file of architectural, mechanical & electric and as built drawings.

5.Participates with the General Manager in review and makes recommendations to the RCE on the Annual POMEC Budgets of his hotel.

6.Initiates proposed Capital Expenditure Authorization requests (CEA forms) pertaining to POMEC when requiring General Manager approval.

7.Makes monthly inspections of the entire property. During each inspections tours, he consults with the General Manager, Housekeeper, Chef, Laundry Manager and all other Department Heads, regarding the maintenance problems of specific departments. Reports results to the general manager and Department Heads.

8.Attend the Departmental Head meetings.

9.Attend the Annual meetings of Chief Engineer's with the RCE.

10.Selects and assures training of his departmental staff.

11.Assures that utility invoices are forwarded promptly each months to Corporate Office Utility Consultant for Analyzing, and that POMEC analysis sheets are processed promptly per-current instructions.

12.Investigates and recommend sources when local purchasing of contract se!'\ices, equipment, parts and supplies for his department are required.

13.Prepares monthly reports to the General Manager and the Regional Chief Engineer usage and consumption of Electricity, Fuel Oil, Gas and Water.

14.If assigned during a New Hotel Pre-opening period, assist in accepting new plants, established New POMEC staff for Hotel. Assist in preparation of “Punch List” (Check List) of unfinished or improper finished items as directed by the General Manager, coordinates with the Corporate Office Technical Services Department, Project manager and/or Director regarding completion of the “Punch List”

15.Acts as hotel coordinator or liaison with outside contractors and agencies if assigned duties, in connection.

16. Performs all management responsibilities common to all Corporate Executives in accordance with Policies & Procedures.

Position Guidelines Engineering - Regional Chief Engineering

2010-04-24T06:01:00.000-07:00

POSITION TITLE : REGIONAL CHIEF ENGINEERING
DEPARTMENT : ENGINEERING

REPORTS TO :

The Regional Director of Operation of (VP), or in some cases to his General Manager or Division Chief Executive.

OPERASIONAL COORPERATION : General Managers, VPHE and DDHE.

DIRECT SUPERVISION : Assistant Chief Engineer or Resident Engineer (in his capacity as Chief Engineer)

TECHNICAL SUPERVISION : Hotel Chief Engineers.

1.Is responsible for assuring the proper maintenance, life safety, fire prevention. security and physical integrity of hotel facilities, buildings, grounds. FF&E, mechanical plant, appurtenances and installations in cooperation with the management responsibilities of the respective executives, Area or Regional Chief Executives and General Managers.
2.The preceding function is assigned in addition to his duties and responsibilities as Chief Engineer of the hotel by which he is employed:

MAJOR DUTIES AND RESPONSIBILITIES :
1.With respect to function 2, above, see position descriptions for the hotel Chief Engineers. As Resident Chief Engineer, he assures implementation of Corporate Office's and Hotel Policies & Procedures, and Standards for;

Improving efficiency of the Division POMEC operations.
Energy Management Programs including utilities consumption standards, evaluations and water treatment programs.
Life safety and fire prevention programs.
Physical security operations
Effective preventive and routine maintenance Maintenance planning and schedules.

Work Order systems
Timekeeping records for POMEC
POMEC Staff programs and procedures
Inspections and Staff supervision
POMEC Labor standards and labor cost controls
Parts and Materials inventories
Assisting Corporate Dhision or Regional Executives in recruiting
Key Engineering personnel
Training Programs for POMEC Staff.

2.With the assistance of DDHE inspects and accepts new plants, and assists in breaking in these plants in establishing new POMEC Staffs for his Region.

3.Analyzes and monitors POMEC operations and expenditures for his division and forwards monthly report to DDHE.

4.Receives and analyzes feedback information from POMEC departments in his division for recommending to the DDHE New Hotel criteria, Standards and Optimizing designs for economical operation and maintenance.

5.Provides staff supervision and advice to his region on all hotel operations related to his overall area of responsibility.

6.Participate with the Chief Engineer in review and makes recommendation to the ROO and DDHE on the .Annual POMEC budgets of all hotels.

7.Reviews proposed Capital Expenditure Authorization requests (CEA Forms) pertaining to POMEC.

8.Inspect each hotels in his division at least two times/year to determine the status of all physical plants and reports to the ROO and GM his finding with copies to DDHE and/or Chief Engineer.

9.Recommend to Corporate Office through his technical channels revisions, updates and tailoring the Corporate Technical Maintenance Manual for his region.

10.Attend Semi-Annual meetings of RCE with the DDHE and holds yearly, or as necessary, meetings with his region Chief Engineers.

11.Aids Chief Engineers in the interpretation of Corporate Policies and Coordinates their activities.

12.Provides technical guidance to the Chief Engineer

13.Reviews and analyzes reports from General Manager and Chief Engineers.

14.Recommend desirable changes in Corporate Office Policies to the RDO.

15.Performs special functions as specifically assigned or when requested by the regional Director of Operations or Division Directors of Hotel engineering.

16.Performs all management’s responsibilities common to all Corporate Office executive in accordance with Policies & Procedures.

Position Guidelines Food & Beverage - Cooks (Cook Helper, 3rd Cook, 2nd Cook)

2010-02-18T06:57:00.000-08:00

POSITION TITLE : COOKS (COOK HELPER, 3RD COOK, 2 ND COOK)
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision' of Sous Chef, and within the limits of established Corporate Policies, Procedures and Food and Beverage Manual, responsible for assisting Chef de Partie in preparing and cooking food items of assigned section.

RELATIONSHIP :
1.Report directly to the Chef de Partie.

2.Interacts and cooperates in coordinating function with supervisors, all Kitchen section and staff. other food and beverage outlets and staff, storeroom, engineering, and other department as required or requested.

DUTIES AND RESPONSIBILITIES :
1.Assists and participates the day-to-day activities and functions of kitchen facilities, food items preparation and production in assigned section and ensure that the standard performance are implemented and maintained according to designated task

2.Conducts all mise-en-place work required appropriately, completely, efficiently and ensures that all kitchen appliances and areas of responsibilities are clean., neat,' sanitize and presentable.

3.Performs duties under the close supervision of First Cook in preparing and cooking food items according to recipe in assigned section and ensures that the high quality level of food production are consistent.

4.Complies with and ensures that the Hotels :
a.Health, Safety and Hygiene Policy.
b.House Rules and Regulations.
c.Grooming and Appearance Standards

5.Ensures punctual attendance and adheres to duty schedules as directed by the Sous Chef or Chef Partie.

6.Informs notifies Chef de Partie, First Cook and colleagues of special request and or other related matter.

7.Attends and participates in formal training held by Manpower or Kitchen in regard to the expected food quality standard production and future career development.

8.Practices Basic Skills of Guest Courtesy as appropriate.

9.Routinely checks and identifies assigned section needs for maintenance work order, relays same to Chef de Partie and ensures the accomplishments are proper.

10.Performs related duties and special projects as assigned.

Position Guidelines Food & Beverage - First Cook

2010-02-18T06:52:00.000-08:00

POSITION TITLE : FIRST COOK
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Executive Sous Chef, and within the limits of established Corporate Policies, Procedures and Food and Beverage Manual, responsible for assisting Chef de Partie in preparing, cooking and presenting food production of assigned section.

RELATIONSHIP :
1.Report directly to the Chef de Partie.

2.Interacts and cooperates in coordinating function with all Kitchen section and staff, other food and beverage outlets and staff, storeroom, and other department as required or requested.

DUTIES AND RESPONSIBILITIES :
1.Assists participates and supervises the day-to-day function and activities of cooks, facilities and food production in assigned section and ensure that the standard performance are implemented and maintained according to the designated task.

2.Provides an overall high quality level of food production consistently.

3.Performs all mise-en-place work required appropriately, completely, efficiently and ensures that all equipment and areas of responsibilities are clean, neat, sanitize and presentable.

4.Conducts duties close supervisor of Chef de Partie in preparing, cooking, presenting food items according to recipe, in assigned section and maintain timing are adhered to designated procedures, regulations to ensure the hotels and guests requirement are met.

5. Complies with and ensures that the hotels :
a.Health, Safety ar:d Hygiene Policy.
b.House Rules and Regulations.
c.Grooming and Appearance Standards are observed.

6.Ensures punctual attendance and adheres to duty schedules as directed, by the Sous Chef or Chef Partie.

7.Informs, notifies Chef de Partie and colleagues of special request and or other related matter.

8.Attends and participates formal training held by manpower or Kitchen in regard to the expected food quality standard production and future career development.

9.Practices Basic Skills of Guest Courtesy as appropriate.

10.Maintain an effective working atmosphere in section assigned by means of good communication and cooperation system between Supervisors, colleagues, stewarding. banquet, restaurant and other kitchen section.

11.Attends and participates to regular kitchen meeting and/or briefings.

12.Routinely checks and identifies assigned section needs for maintenance work order, relays same to Chef de Partie and ensures the accomplishment are proper.

13.Conducts all administrative work required, including but not limited to :
a.Attendance Record.
b.Duty Roster.

14.Ensures, maintains and controls a complete arrangement and replenishment of buffet functions.

15.Performs related duties and special projects as assigned.

Position Guidelines Food & Beverage - Chef de Partie

2010-02-18T06:45:00.000-08:00

POSITION TITLE : CHEF DE PARTIE
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Executive Chef, and within the limits of established Corporate Policies, Procedures and Food and Beverage Manual, assists in organizing, directing, overseeing the food production, preparation and presentation in assigned kitchen section.

RELATIONSHIP :
1.Report directly to the sous Chef.

2.Interacts and cooperates in coordinating function with all kitchen section staff, storeroom and other department as required or requested.

DUTIES AND RESPONSIBILITIES :
1.Assists participates and supervises the day-to-day function, activities of facilities and personnel engaged in the preparation, presentation of food production in assigned section and ensure that the standards performance are implemented and maintained according to the designated task.

2.Established the high quality level of food productions and ensures that the hotels standard and guests satisfaction are met.

3.Routinely check and conducts all miss-en-place work required and ensures that all equipment and areas of responsibilities are kept up to the expected standards of sanitation, hygiene, clean lines, neatness, according to the designated regulations.

4.Ensures timing of cooking are adhered to guest satisfaction.

5.Controls on an on going basis the following:
a.Quality level of food production.
b.Sufficient stocks of product materials to ensure service requirement are met
c.Cooking appliances are properly cleaned and functioning.

6.Complies with an ensures that the hotels :
a.Health, safety and hygiene policy.
b.House rules and regulations
c.Grooming and appearance standards
are observed and met.

7.Checks and identifies assigned section needs for maintenance work.

8.Ensures punctual attendance and adheres to duty schedules as directed by the Sous Chef.

9.Attends and participates in formal training held by Manpower or Kitchen in regard to the expected food quality standard production and future career development.

10.Informs, notifies Sous chef and cooks of special request and or other related matter.

11.Practices Basic Skills of guest courtesy as appropriate.

12.Maintains an effective working atmosphere in section assigned by means of good communication and cooperation system between Stewarding, Banquet, restaurant and other section.

13.Attends and Conduct to regular kitchen meeting and/or briefing.

14.Attends to guest complaints regarding food productions and refer them as necessary and or discuss same with Sous Chef. and follow up on corrective action.

15.Ensures the dispenses food regulation are implemented appropriately.

Position Guidelines Food & Beverage - Pastry Chef

2010-02-18T06:41:00.000-08:00

POSITION TITLE : PASTRY CHEF
DEPARTMENT : FOOD AND BEVERAGE

OVERALL ASSIGNMENT
1.Responsible to plan organize the Pastry and Bakery section of me hotel.

2.To give a complete information to the staff under his supervision.

3.To delegate and give appropriate direction to his senior staff.

4.Ensure a high standards of quality in Pastry and Bakery production.

5.Reports to the Executive Chef on daily basis by filing the log-book and attending the daily briefing at 9.00 AM and 3.00 PM.

OPERATION ASSIGNMENT

1.Plan, organize. promotional event in the Delicatessen in coordination with the Delicatessen Supervisor.

2.Responsible for merchandising of the shop by having creative show piece and decoration.

3.Ensures a consistency in standard, set up, and refiling of the Delicatessen.

4.Keeps a record of all pastry events with sales analysis, comments, and debriefing minutes.

5.Provides recipes standard and pictures of all new creations.

6.Ensures that good quality ingredients are used to confections cakes and pastry.

7.Reinforces cleanliness and hygiene in his section.

8.Maximizes productivity, by motivating his staff for creativity.

9.Make sure that all his staff is aware of a!! activities in the hotel and with our main competitors.

10.Appraises and evaluates the staff under his supervision.

Position Guidelines Food & Beverage - Sous Chef

2010-02-18T06:37:00.000-08:00

POSITION TITLE : SOUS CHEF
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Executive Chef, and within the limits of established corporate Policies, Procedures and Food and Beverage manual. oversees and directs all aspects of the kitchen Operation.

RELATIONSHIP :
1.Reports directly to the Executive Chef.

2.Provides functional assistance and direction to the kitchen Operation as assigned.

3.Interacts with individuals outside the hotel including, but not limited to clients, suppliers, government officials, competitors and other members of the local community.

4.Coordinates functions and activities with other Food and Beverage Department Heads.

DUTIES AND RESPONSIBILITIES :
1.Assists Executive Chef in supervising the function of all kitchen employees, facilities and costs to ensure maximum food and beverage departmental, profit is achieved.

2.Assists the Executive Chef in, controlling and analyzing, on an-on going basis, the following :

a.Quality levels of production and presentation
b.Guest Satisfaction.
c.Merchandising and Marketing.
d.Operating /Payroll/ Food Costs.
e.Cleanliness, Sanitation, Hygiene.
Ensure optimum performance in all of the above areas as assigned.

3.Assists the Executive Chef in the production, preparation and presentation of all food items ensure highest quality at all times.

4.Establishes and maintains effective employee relations.

5.Conducts, under the guidance of the Executive Chef such function as hiring specific levels of employees, employee orientation, coaching, and suspension if necessary to ensure appropriate staffing and productivity.

6.Assists the Executive Chef in conducting formal and on-the-job training sessions for kitchen employees.

7.Assists the Executive Chef in the preparation of me nus and aniticipate in the pricing policy in consultation with the Food and Beverage Manager, Restaurant Manager and Banquet Manager, by taking into consideration the following :
a.Local Requirements.
b.Market Needs.
c.Competition.
d.Trends.
e.Recipes.
f.Potential Costs.
g.Availability of food and beverage products.
h.Merchandising and Promotion.

8.Assists the Executive Chef in the completion of market lists in accordance with the Corporate quality and quantity standards, Checks perishable food items received for quantity and quality standards.

9.Informs on a daily basis the Executive Chef of all relevant information in operational and personal matters, including information which does not require the Executive Chefs action.

10.Assists Executive Chef with inspection of physical aspects of all kitchen areas, cold rooms and equipment.

11.Assumes the responsibilities of the Executive Chef in his/her absence.

12.Performs related duties and special projects as assigned.

REQUIREMENTS

Secondary schooling or equivalent technical school. Received apprenticeship training.
Five to six years as an apprentice, an assistant cook (commis), and department head (chef de partie) and as an assistant chef(sous chef).

Position Guidelines Food & Beverage - Executive Sous Chef

2010-02-18T06:34:00.000-08:00

POSITION TITLE : EXECUTIVE SOUS CHEF
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Executive Chef, and within the limits of established corporate Policies, Procedures and Food and Beverage Manual, oversees and directs all aspects of the Kitchen Operation.

RELATIONSHIP :
1.Reports directly to the Executive Chef.

2.Provides functional assistance and direction to the Kitchen Operation as assigned.

3.Interacts with individuals outside the hotel including, but not limited to clients, suppliers, government officials, competitors and other members of the local community.

4.Coordinates functions and activities with other Food and Beverage Department Heads.

DUTIES AND RESPONSIBILITIES :
1.Assists Executive Chef in supervising the function of all kitchen employees, facilities and costs to ensure maximum food and beverage departmental. profit is achieved.

2.Assists the Chief Steward to ensure a high level of cleanliness in all the kitchen sections.

3.Controls and ensure the quality levels of all perishable items received in the Hotel.

4.Ensures and controls standard on a la carte and different buffet as : Coffee Shop, Room Service, Pool and Banquet.

5.Ensures optimum performance of the staff by proving information, coordination between the section and doing a constant follow-up.

6.Interacts with Engineering and does follow up all pending orders.

7.Coordinates decoration between Outlets. Art shop, Kitchen, for special projects or function.

8.Controls and records attendance sheets.

9.Ensure optimum performance in all of the above areas as assigned.

Position Guidelines Food & Beverage - Secretary to Executive Chef

2010-02-18T06:31:00.000-08:00

POSITION TITLE : SECRETARY TO EXECUTIVE CHEF
DEPARTMENT : FOOD AND BEVERAGE

RELATIONSHIP :

1.Reports directly to the Executive Chef.

2.Coordinates information with other departments and other section of Food and Beverage Outlets.

3.Interacts with guests, suppliers, staff in the absence of the Executive Chef

4.Responsible for handling of Event Orders before in the briefing.

DUTIES AND RESPONSIBILITIES :
1.To perform all secretariat duties, such as : dictating. drafting. incoming and outgoing letters.

2.To update.'systematic files and implemented the computerization of all on diskette of all new events.

3.Computerization of all the Staff list. vacation plan, personnel references.

4.To prepare monthly report of Kitchen Training, Goals Progress, Food Cost Recapitulation.

5.To follow up transfer, requisition related to food production.

6.To be trained every year on update of computer program.

7.To keep confidential all sensitive issue ( staff, salary, warning, special project ).

8.Performs related duties and special project assignment.

Position Guidelines Food & Beverage - Executive Chef

2010-02-18T06:27:00.000-08:00

POSITION TITLE : EXECUTIVE CHEF
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Food and Beverage Manager, and within the limits of established corporate Policies. Procedures and Food and Beverage Manual, oversees and directs all aspects of the Food and Beverage Operation.

RELATIONSHIP :
1.Reports directly to the Food and Beverage Manager.

2.Provides functional assistance and direction to the Kitchen Operation.

3.Interacts with individuals outside the hotel including but not limited to, clients, suppliers, government officials, competitors and other members of the local community.

4.Coordinates functions and activities with other Food and Beverage Department Heads.

DUTIES AND RESPONSIBILITIES :
1.Supervises the function of all kitchen employees facilities and costs and contributes to maximizing the overall Food and Beverage Departmental Profit.

2.Controls and analyzes, on an on-going basis, the following:
a.Quality levels of production and presentation including employee cafeteria.
b.Guest Satisfaction.
c.Merchandising and Marketing.
d.Operating / Payroll / Food Costs.
e.Cleanliness, Sanitation, Hygiene.

3.Responsible for the production, preparation and presentation of all food items to ensure highest quality at all times.

4.Establishes and maintains effective employee relations and inter-departmental working relationships.

5.Conducts, under the guidance of the Food and Beverage Manager, such functions as interviewing, hiring, employee orientation, performance appraisal, coaching, counseling, and suspension if necessary to ensure appropriate staffing and productivity. Consults with Food and Beverage Department Heads and Personnel Manager, as appropriate, in performing above duties.

6.Develops formal training plans and conducts on-the job training sessions for kitchen employees.

7.Is responsible fur the preparation of menus and participates in the pricing policy in consultation with the Food and Beverage Manager, Restaurant manager and Banquet Manager, by taking into consideration the following.
a.Local Requirements.
b.Market leads.
c.Competition.
d.Trends.
e.Recipes.
f.Potential Costs.
g.Availability of food and beverage products.
h.Merchandising and Promotion.

8.Works with the Materials Manager in determining the minimum and maximum food par stocks. Ensures the completion of the Market List in accordance with corporate quantity standards. Inspects all perishable food items received for quality.

9.Attends and contributes to weekly Department Head Meetings and to weekly Food and Beverage meetings.

10.Keeps and up-to-date standard recipe file for all food items to include:
a.Sales History.
b.Sales Mix.
c.Actual Costs.
d.Potential Costs.
e.Par Stock.
f.Production Time.

11.Performs related duties and special projects as assigned,

REQUIREMENTS

Secondary schooling or equivalent technical school Received apprenticeship training. Eight to ten years as an apprentice, an assistant cook ( commis ), and department head ( chef de partie) and as an assistant chef ( sous chef).

Demonstrated knowledge of sauce preparation, soups, butchering and all culinary operations. Experience in buffets and decorating buffets. Basic knowledge of specialties such as pastry work and ice carving is desirable.

Knowledge of volume production and ability to maintain the highest quality standards.

Demonstrated ability to train and maintain training programs.

Proven management abilities in, and demonstrated knowledge of:
Planning short and long range goals, including strategic ( 5 years) planning.
Budgeting and Forecasting . Departmental Profit I Loss Analysis .

Effective verbal and written communication skills.

Position Guidelines Food & Beverage - Mini Bar Waiter

2010-02-18T06:20:00.000-08:00

POSITION TITLE : MINI BAR WAITER
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Mini Bar Supervisor and within the limits of established corporate and local Hotel Policies and Procedures, responsible to provide efficient service for the Mini Bar operation.

RELATIONSHIP :
Reports directly to the Mini Bar Supervisor.
Interacts with guests, superiors as we!] as other departments as appropriate.

DUTIES AND RESPONSIBILITIES :
1.Checks and charges consumption of all Mini Bars in assigned area and refills them daily as per set Standards and procedures.

2.Keeps all Mini Bars in assigned area clean, defrosted and in good State of repair at all times.

3.Ensures all check-out rooms and due out rooms in assigned area are promptly checked in order to charge the appropriate guest bills and minimize late charges.

4.Assists in maintaining par-inventory.

5.Maintains Mini Bar Stores, equipment and cupboards in proper state of cleanliness and repair.

6.Reports damages and malfunctions of Mini Bars to Supervisor.

7.Reports guest complaints to Supervisor immediately.

8.Reports unusual behavior/activities to Supervisor.

9.Complies with Hotel's Health, Safety and Hygiene Policy.

10.Attends meetings and training sessions as required.

11.Performs related duties and special projects as assigned.

12.Adheres to conduct, personal grooming and hygiene standards.

Position Guidelines Food & Beverage - Mini Bar Supervisor

2010-02-18T06:18:00.000-08:00

POSITION TITLE : MINI BAR SUPERVISOR
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Executive Housekeeper or delegate and within the limits of established corporate and local Hotel Policies and Procedures, oversees and directs all aspects of the mini Bars operation.

RELATIONSHIP :
1.Reports directly to the Executive Housekeeper or delegate.

2.Interacts supervision of mini Bar personnel.

3.Interacts with guests and other departments as appropriate.

DUTIES AND RESPONSIBILITIES :
1.Responsible for the daily allocation of work and monthly schedules for assigned personnel.

2.Ensures assigned employees have necessary equipment and supplies to carry out their duties to standard as well as per procedures and rules.

3.Ensures that all mini Bars in guest rooms, occupied and none occupied, are checked for consumption, charged and refilled daily.

4.Ensures all mini Bars are defrosted, clean and in good state of repair at all times.

5.Monitors assigned personnel to ensures check out rooms due out rooms are promptly checked in order to change the appropriate guest bills and minimize late charges.

6.Ensures mini Bar stores inventory is replenished daily and accurately to maintain par-inventory.

7.Prepares daily and monthly mini Bar Summary.

8.Prepares daily late-charges report.

9.Ensures mini Bar Stores, equipment and cupboards are clean, organized and well maintained at all times.

10.Ensures all guest complaints are handled promptly, efficiently and refereed to Executive Housekeeping or delegate as soon as possible.

11.Assists in identifying training needs and implementing training sessions.

12.Maintains appropriate standards of conduct, dress hygiene, uniform and appearance of assigned personnel.

13.Established and maintains effective employee relations.

14.Reports all unusual activities in assigned areas.

15.Complies with Security and Emergency Procedures, Health and Safety Policies for guests and employees.

16.Attends and participates in departmental meetings and training session as required.

17.Performs related duties and special projects as assigned.

Position Guidelines Food & Beverage - Banquet Waiter

2010-02-18T06:09:00.000-08:00

POSITION TITLE : BANQUET WAITER
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
The Banquet Waiter under direct supervision of the Banquet captain, is responsible for setting, cleaning and resetting of any allocated functions food & Beverage Service, and any other allocated tasks relating to Guest Service, whilst ensuring that the high standards of service set by corporate Policies and Procedures are met

RELATIONSHIP :
1.Response directly to Banquet Captain

2.Interacts and cooperates with Supervisors and other Food & Beverage Staff.

3.Interacts with guests as appropriate.

4.Interacts with other departments ( Housekeeping, Engineering. Laundry, Storeroom, etc. ) as requested.

DUTIES AND RESPONSIBILITIES :

A.BEFORE THE EVENT

1.Reports Banquet Captain at the designated commencement time in full scheme uniform and ready to commence duties in the allocated room. As per job allocation sheet.

2.Following Banquet Captain's instructions set up tables pantry areas accordingly.

3.Prepares any other set ups relevant to the function food and beverage scheme requirements.

4.Checks any additional set up required.

5.Checks personal grooming and miss-en-place

6.Reports to Banquet Captain at the end of each completed task ( expo :Operating Equipment from Steward. Groceries from Store, etc. )

7.Attends the Banquet captain pre-function briefing.

8.Be ready for service

B. DURING THE EVENT

1.Stand by allocated table.

2.Greets and seats the guests Present napkins.

3.Following Banquet captain's instruction, proceed to commence service of food or beverage.

4.Serve and clears ladies first.

5.Service must start at the same point during the entire function.

6.Always proceed clockwise around the table.

7.Replenishes wines and other beverage requirements after each course.

8.Clears table numbers as soon as table is completed or if instructed by banquet captain.

9.Serves any course according to the Banquet Service Procedures.

10.Clears any plates from the guests according to the Banquet Service Procedures.

11.Keeps the guests' table and ashtrays clean at all times.

12.Clears salt, pepper, butter from the table and crumb down before service dessert and / or coffee.

13.Serves any additional drinks where requested.

14.Keeps service station clean at all times.

15.Farewell guests when leaving function room

C.AFTER THE EVENT

1.At completion of event - after the guests have left-remove leftover glassware, ashtray and linen.

2.Checks floors for any possible lost items to be reported to the Banquet captain.

3.Place all dirty linen in the allocated dirty linen trolley, returns trolley to Housekeeping.

4.Report to Banquet captain, wait for further instructions regarding resets.

5.Signs off on completion of all duties with the Banquet captain in charge.

6.Re-confirms your duty roster for the week and your availability for next week by Wednesday.

7.Changes out of uniform, returning dirty uniform and dirty linen to Housekeeping.

8.Leaves the premises quickly and quietly.

D.PERFORMED DUTIES COMMON TO ALL NON -SUPERVIS0R PERSONNEL AND OTHER DUTIES AS MAY ASSIGNED.

Position Guidelines Food & Beverage - Banquet Captain

2010-02-18T06:05:00.000-08:00

POSITION TITLE : BANQUET CAPTAIN
DEPARTMENT : FOOD & BEVERAGES

PURPOSE :
Responsible for ensuring that the high quality of service set by corporate Policies and Procedures are fulfilled to the entire satisfaction of the guests at all designated functions.

RELATIONSHIP :
1.Reports directly to the Head Waiter I Assistant.

2.Liaise within the Food and Beverage Staff ( expl. Banquet Sales Executive, Banquet Chef, Steward Supervisor, Banquet Beverage Supervisor, Audio-Visual Technical. Housekeeping Supervisor, Shift Engineering, etc. )

3.Responsible for Banquet Waiter I Busboy I Houseman and Casual.

DUTIES AND RESPONSIBILITIES :
1.To supervise set up. service operations and re-setting of assigned functions, while also being available to help at other function if required

2.To supervise and trains Banquet Waiter, Houseman and Casual Associates to ensure the required standard of service performance.

3.Before and after the function event:
a.Supervises the cleaning, maintenance and setting up of all Banquet public areas and passageways.

b.Responsible for submitting all requisitions and work maintenance orders for all Banquet Rooms and Catering Event, and for damaged, malfunctioning or destroyed equipment.

c.Checking requisitions to ensure correct amounts of items are ordered and delivered.

d.To supervise and assists the transport of all items to the correct function areas.

e.Responsible for the organization of his Banquet paper work, including:
1.Arranging all function event orders with all amendments in his appropriate clipboard for the day.
2.Checking all diagrams, floor plans, seating lists are completed.
3.Discusses each function details with Banquet Maitre d' or Head Waiter/Assistant.
4.Ensures Casual Associates' tome sheets for allocated associates are prepared.

f.Ensures that all areas of responsibilities are kept up to date, according to the designated task.

g.Responsible for all set-ups and breakdowns of functions as per floor to the designated task.

h.Supervises table and back-of-house preparations by allocated associate.

i.Coordinates with Audio Visual Technician to ensure correct operation and placement of A/V equipment for allocated functions.

j.Ensures all equipment is in good working order before, during, and after the function, report g necessary maintenance to Head Water/Assistant.

k.Utilizes the pre-function check-list to ensure standards of set-ups.

l.Meets the organizer of the allocated function to guarantee guest satisfaction.

Position Guidelines Food & Beverage - Banquet Supervisor

2010-02-18T06:00:00.000-08:00

POSITION TITLE : BANQUET SUPERVISOR
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
The banquet Supervisor is responsible for the effective running of all operation involving the service of Beverage in the Banquet Department whilst ensuring that the high quality of service set by the corporate policies and procedure are met.

RELATIONSHIP :
1.Reports directly to the Banquet Maitre D’ and Bar Manager.

2.Interacts with the individual section within the Food and Beverage Staff, beverage Store, and other departments.

3.Responsible for the Banquet Barman.

DUTIES AND RESPONSIBILITIES :
1.To maintain a high level of efficiency in all Beverage operations by liaising with relevant associates or departments and to ensures fast and accurate Beverage Service.

2.To oversee all working procedures, policies and associates to ensure fast and accurate Beverage services...

3.To maintain a high standard of hygiene and cleanliness in all work areas related to bar set-up and service, including the Banquet Maitre D’ or head waiter.

4.To rooster the Barman in accordance with the associates / guest ratio for set up and service times, reporting to the Banquet Maitre D’ or head waiter.

5.To ensure that all new bar associates have done departmental orientation and completed the training program with the prescribed time.

6.To hold continued training, both on the job and formal training sessions, to ensure
that Banquet Bar Associates have the relevant skills and knowledge to ensure professional service.

7.To be aware of the rules and regulations as laid down in the Hotel Regulations Book, Fire Drill Regulations and Safety Working procedures

8.To ensure that a high level of grooming is adhered to all time-s by all of Associates.

9.To attend regular weekly meetings with function order. Highlight any queries or problems with beverages for next 10 days period. Hold and attend all other meetings relevant to Banquet Operations.

10.To record any spillage and I or breakage's in order to monitor cost % on a monthly basis.

11.To implement best possible working procedures for all Bar Associates for any bar set up i.e. liquor stock, etc.

12.To ensure all bar equipment is used and stored correctly, whilst ensuring breakage's are kept to a minimum.

13.To ensure that Bar Associates' time sheets are correctly filled out and signed the Banquet Beverage Supervisor and / or the Banquet Captain on duty.

14.To ensure that all control and accounting paper work is completed for completed for all Banquet Bars in order to produce relevant stock control and security, as well as maximizing Banquet Profitability on a monthly basis ( Bar Costs % ).

15.To monitor staffing levels, training programs. for all Bar Associates.

16.To carry out any duties relevant to Banquet beverages .designated by the Banquet Maitre d' and I or Assistant.

17.To attend training courses made compulsory by the Banquet Maitre d'.

18.To assist Banquet captain whenever necessary.

19.Performs related duties and special projects as assigned.

Position Guidelines Food & Beverage - Banquet Head Waiter

2010-02-18T05:58:00.000-08:00

POSITION TITLE : BANQUET HEAD WAITER
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Responsible for assisting the Banquet Maitre D’ in supervision and coordinating with the Banquet Personnel engaged in providing high courteous and efficient service to the guests, and has objective of Maintaining the Corporate Policy and Procedures.

RELATIONSHIP :
1.Report directly to the Banquet Maitre D’
2.Provides functional Assistance and directions to the Banquet Operations.
3.Interacts with the individual section within the Food and Beverage staff, Housekeeping, Engineering and other department sections.
4.Responsible for Banquet Captains, Banquet Beverage Supervisors, Banquet waiter, Banquet Housemen and Banquet Casuals.

DUTIES AND RESPONSIBILITIES :
1.Assist the Banquet Maitre D’ whenever necessary

2.Ensure that all instructions from Banquet Maitre D’ carried out.

3.To train the Banquet Captains and Beverage supervisors to the required standards of service.

4.To maintain a close contact with all works performed by all banquet associates directly responsible to him.

5.To check and report to the Banquet Maitre D’ on work performance of all Banquet Associates.

6.Ensure that all public areas are always in a presentable state and that all equipments are stored properly.

7.Maintains an effective working atmosphere in operations by means of good communications system between banquet Associates, Banquet Kitchen and Stewarding Department.

8.Maintains a proper level of casual associates related to the workload during the entire functions, whilst remembering the staff cost.

9.Supervising and coordinating the activities of each event.

10.Greets the guest / host of party, ensure that all preparation has done.

11.Takes the necessary action for guest sudden request and relay same to Captain or Kitchen / Housekeeping / Engineering / etc.

12.Assist the guest commons and request regarding Food and Service and record complaints of guest and significant activities in log book, Discusses with banquet Maitre D’ / banquet office.

13.Assist the Banquet Maitre D’ accomplishing the goals reports requisition, maintenance order and other office memorandum.

14.Ensure the grooming and general appearance of personnel conforms to the hotel standard.

15.Ensure all linens, beverages, store items are ordered stored, and consume correctly by liaising with the Banquet Captain or Supervisor in charge.

16.Replaces the banquet Maitre D’ on his off duty and performs his duties.

17. Performs any other duties or special projects as assigned.

Position Guidelines Food & Beverage - Banquet Sales Representative Coordinator

2010-02-18T05:56:00.001-08:00

POSITION TITLE : BANQUET SALES REPRESENTATIVE COORDINATOR
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Banquet Manager and within the limits of established corporate policies, procedures and sales manuals, oversees and implements all sales activities in areas responsibility.

RELATIONSHIP :
1.Reports directly to assistant Banquet Manager or senior Banquet Sales Representatives.

2.Interacts with other sales personnel within the hotel.

3.Interacts and cooperates in coordinating function and activities with other Food and Beverage staff, Engineering, Housekeeping, Front Office, Security and Accounting.

4.Interact with clients as appropriate.

5.Interacts with individuals outside the hotels such as Government Offices, Companies, Professional Associations, Private Clubs, other member of local communities.

DUTIES AND RESPONSIBILITIES :
1.Ensure the implementation of all sales action plans as outlined in the marketing plan appropriately.

2.Creates and implements professionalism sales dealing to achieve greater profitability through :
a.Increasing Food and Beverage Check.
b.Increasing Business Volume.
c.Enhancing the image of the hotel
Ensure client’s satisfaction is met.

3.Procures new repeat business for Banqueting by maintaining contact with commercial houses, Government Offices, Private Clubs, Professional associations, Corporate accounts and other member of local communities through:
a.Health, Safety and Hygiene policy.
b.House rules and regulations.
c.Grooming and appearance standard are observed.
d.Marketing Plan.
Ensure optimum performance in each of the above area.

4.Provides feed-back to the Banquet Manager or Assistant Banquet Manager or Senior Banquet Sales Representatives on changing marketing conditions. Trends in competitions, potential market, areas that should / can be covered as a result of direct sales solicitations.

5.Conducts, arranges and accompanies clientele in regard with past meeting evacuations, inspection trips to banquet rooms and facilities, ensure that all expectations are met.

6.Disseminate sales related information to other departments as appropriate through Banquet Manager.

7.Complies with and ensures that the hotel:
a.Health, Safety and Hygiene Policy
b.House rules and regulations
c.Grooming and Appearance Standard are observed
d.Marketing Plan

8. Attends and participates in the formal training held by manpower or outlets in regard to Food and Beverage service standard quality expectation and future career development.

9.Attends to client comments, complaints and requesting regarding Food and Beverage service, quality, Facilities, agreements, functions arrangement and significant activities in supervisors log book / contact book, informs notifies and discuss with Banquet Sales Representatives or Assistant Banquet Manager or Banquet Manager.

10.Attends and contributes to Banquet Meeting and Briefing.

11.Conduct all administrative work required including but not limited to :
a.Reservation in general
b.Filing system
c.Menu planning and pricing
d.Letter of Proposal / contract / quotation / Event order
e.Evaluation report

Position Guidelines Food & Beverage - Banquet Secretary

2010-02-18T05:53:00.000-08:00

POSITION TITLE : BANQUET SECRETARY
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Banquet Manager within the limits of established policies and procedures. Assist in overseeing and directing all aspects of secretarial fields.

RELATIONSHIP :
1.Reports directly to the Banquet Manager
2.Coordinates functions and activities with other departments and other sections within the Food and Beverage Department.
3.Interacts with clients as appropriate.
4.Responsible for overall Banquet Administrations and Secretarial Services.

DUTIES AND REPONSIBILITIES :
1.To perform pre-administrative work such as, dictating, drafting, or similar duties.

2.To perform administrative works :
a.Maintaining accurate incoming and outgoing letters.
b.Maintain and updates / systematic files.
c.Prepares all documents of all functions. (past, Present and Future)

3.To prepare calendar of activities of Banquet Manager.

4.To prepare requisitions of supplies or similar.

5.Maintain and establishes effective employee relations.

6.Performs related duties and special projects assigned.

7.Assist the Banqueting Manager in accomplishing goal report.

8.Procedures new and repeat business for banqueting by maintaining contact with Commercial houses, Government officer, Private clubs, Professional associates, corporate accounts and other member of local communities through:
a.Personal sales calls
b.Courtesy calls
c.Telephone contacts
d.Written communications e.t Direct Mail, Newspaper ad.
e.Review on sales history files as they relate to good booking.
f.High level of exposure in the hotel an major market area.
Ensure optimum performance in each of the above area.

9.Provide feed back to the Banqueting Manager or Assistant Banqueting Manager on changing marketing conditions. Trends in competitions potential market areas that should/can be covered as a result of direct sales solicitations.

10.Conducts, Arrange and accompanies clientele in regards with post meeting evacuations, inspection trip to banquet rooms and facilities, ensure that all the expectations are met.

11.Disseminate sales related information to other departments as appropriate through Banqueting Manager or Assistant Banqueting Manager.

12.Complies with and ensures that the hotel :
a.Health and safety and hygiene policy.
b.House Rules and Regulations.
c.Grooming and appearance standard are observe.
d.Marketing Plan.

13. Attends and participates in the formal training held by manpower or outlets in regard to Food and Beverage service standard quality expectation and future career development.

14.Attend the clients comments, complaints and requesting regarding Food and Beverage service, qualities, arrangements, functions arrangements and significant activities in supervisors log book/contact book, inform notifies and discuss with Banqueting Manager or Assistant Banqueting Manager.

15.Attend and contributed to banquet meeting and briefing.

16.Conducts all administrative work required including but not limited to :
a.Reservation in general.
b.Filing system.
c.Menu Planning & pricing.
d.Letter of Proposal/Contract/Quotation/Event order.
e.Evaluation report, Sales report, Thank letter.

17.Knows the product inside / all restaurant menus, as well as service.

18.Perform any duties related and special project as assigned.

Position Guidelines Food & Beverage - Assistant Banquet Manager

2010-02-18T05:49:00.000-08:00

POSITION TITLE : ASSISTANT BANQUET MANAGER
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Responsible for supervising and coordinating the activities of all banquet personnel engaged in providing venue, courteous and efficient service of Food and Beverage due to increasing sales in Banqueting.

RELATIONSHIP :
1.Reports directly to the Banquet Manager
2.Provides functional assistance and direction to the banquet operation.
3.Interacts with individuals outside the hotel including, but not limited to, clients, suppliers, government officials, competitor and other members of the local community.
4.Coordinate functions and activities with other department heads and Food and Beverage department heads as appropriate

PURPOSE :
1.Supervises, coordinates, and participates in the activities of all banquet personnel, ensuring that instructions from Banquet Manager carried out.

2.Has to be a good salesman; good in human relations; personal contact with the guest; giving courtesy; call to VIP guest.

3.Know the product inside/all restaurant menus, as well as service.

4.Able to keep necessary actions.

5.Assist the Banquet Manager accomplishing goal reports.

6.Ensuring the grooming and general appearance of personnel conform to hotel standard.

7.See to all function rooms are clean, orderly and well maintained.

8. Trains personnel, conducts meeting and briefing to discuss various aspects of Food and service preparation of the function, sources complain, increasing sales.

9.Able to control the expenses.

10.Giving necessary guidance to Banquet Sales Representatives, control the report book and ensure their exposure in the right community.

11.Controlling to all functions in the hotel/our and ensuring for the future functions.

12.Replaces the Banquet Manager on his day off and perform his duties.

13.Perform any other duties or special projects as assigned.

Position Guidelines Food & Beverage - Banquet (Catering) Manager

2010-02-18T05:45:00.000-08:00

POSITION TITLE : BANQUET (CATERING) MANAGER
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :

Under the general guidance and supervision of the Food and Beverage Manager, and within the limits of established corporate policies, procedures, and Food and Beverage Manual, assist in overseeing and directing all aspects of the banqueting department.

RELATIONSHIP :
1.Reports directly to the Food and Beverage Manager
2.Provides functional assistance and direction to the banquet operation.
3.Interacts with individuals outside the hotel including, but not limited to, clients, suppliers, government officials, competitors, and other member of the local community.
4.Coordinate functions and activities with other department heads and Food and Beverage department heads as appropriate.

DUTIES AND RESPONSIBILITIES :
1.Supervise the function of all banqueting department employees, facilities, sales and cost, to ensure maximum departmental profit is achieved.

2.Control and analyzes, on and ongoing basis, the following:
a.Quality level of products and service
b.Guest satisfaction
c.Merchandising and Marketing
d.Sanitation, Cleanliness and Hygiene
Ensure optimum performance in specific areas assigned in above areas.

3.Oversees the preparation, presentation and service of banquet Food and Beverage Products to ensure highest quality at all times.

4.Establishes employee relations

5.Conduct under the guidance of Food and Beverage Manager such as functions as hiring specific level of employees; employee orientation; on-the-job-performance appraisal; coaching; suspension; in necessary; to ensure appropriate staffing and productivity.

6.Develops formal training plans and conducts on-the-job training sessions for banqueting department employees.

7.Supervise and coordinates, in liaison, with the Food and Beverage Manager and Executive Chef, the pricing and preparation of banquet menus, and beverage and wine lists by taking into consideration such as factor as :
a.Local requirements.
b.Market needs
c.Competition
d.Trends
e.Recipes
f.Potential cost
g.Availability of Food and Beverage products
h.Merchandising and Promotion

8.Coordinates with the Material Manager for special purchases requirements relating to the Banqueting Department.

9.Attends and contributes to the weekly hotel department head and Food and Beverage Department meetings.

10.Established and maintains a record system to include, but not limited to the following:
a.Files on all previous functions
b.Banquet reservation boo
c.Customer contact file
d.Sales solicitation program
e.Room Utilization
f.Menu file
g.Promotional file
h.Activities file
i.Union information
j.File on Casual

11.Solicits and follow-up on business referrals and potential sales leads.

12.Assist the Food and Beverage Manager with the following items:
a.Inspections check list
b.Departmental reports
c.Other report as required

13.Performs related duties and special projects as assigned

Position Guidelines Food & Beverage - F&B Secretary

2010-02-18T05:40:00.000-08:00

POSITION TITLE : FOOD AND BEVERAGE SECRETARY
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :

Under the general directions of the Food and Beverage Manager his/hers delegate, and within the limit of established corporate and local hotels P&P oversees and direct all aspects of secretarial work in maintaining the office and related administration.

RELATIONSHIP :

1.Reports directly to and communicates with the Food and Beverage Manager and all administrative matters.
2.Cooperates, coordinate and communicates with other inter-departmental secretaries as required.
3.Supervises the work of the Food and Beverage typist.

DUTIES AND RESPONSIBILITY :
1.Day-to-day secretarial to including typing, filing, telex, fax, telephone, etc.
2.Distribution of memos, letters, information, etc.
3.Arranging internal/external appointments.
4.Handling reservation as requested.
5.Translating incoming mail, documents, and articles by request.
6.Supervising the Food and Beverage typist duties.
7.Storing and keeping all confidential information.
8.Preparing monthly operational result for meeting with other hotels.
9.Taking minutes of Food and Beverage Meetings with other hotels.
10.Performing related duties and special assignment as requested.
11.Receiving, answering, classifying and recording of incoming mail, telexes, fax, documents. Etc.
12.Records number of photocopies used and give a monthly report to Food and Beverage Manager.

REQUIREMENTS :
1.Fluent English – Both spoken and written.
2.Fully qualified in typing and shorthand.
3.Foreign travel, good geographical knowledge and a third language will be an asset.
4.Hard working and willing to meet deadlines.

Position Guidelines Food & Beverage - Waiter/Waitress

2010-02-18T05:34:00.000-08:00

POSITION TITLE : WAITER/WAITRESS
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Restaurant Manager or Outlet Supervisor, within the limits of established Corporate Policies, Procedures and Food and Beverage Manual, assist in providing appropriate Food and Beverage service in the assigned outlet.

RELATIONSHIP :
1.Reports directly to the Captain Waiter.

2.Interacts and cooperates with Superior and other Food and Beverage staff as Required.

3.Interacts with guests as appropriate.

4.Interacts with housekeeping, Engineering. Laundry. Storeroom and other Departments as requested.

DUTIES AND RESPONSIBILITIES :
1.Implements and maintains the appropriate standard performance as per established Food and Beverage Manual.

2.Assist Captain in providing an Overall high standard of Food and Beverage service to guests and ensures that the guest satisfaction are met.

3.Ensures punctual attendance and address to duly schedules as directed by Restaurant Manager or Outlet Supervisor.

4.Complies with and ensures that the Hotel
a.Health, Safety and Hygiene Police
b.House Rules and Regulations
c.Personal Grooming and Appearance Standards

5.Attends and participation in service briefing.

6.Attends formal training held by Manpower or Outlet in regards to Food and Beverage Service Quality Standard Expectation and Future Career Development.

7.Conducts all miss-en-place work required and ensures that the expected standard and regulations are implemented appropriately.

8.Ensures maintains and controls the cleanliness, completeness, arrangement and replenishment of.
a.Food and Beverage trolleys/carts
b.Buffet
c.Service Station.
as required.

9.Routinely checks, identifies section assigned needs for maintenance work order, relays same to Supervisors and ensures the accomplishment are proper.

10.Informs, notifies supervisors of special requests and or other related matters.

11.Practices Basic Skills of Guest Courtesy as appropriate.

12.Performs related duties and special and projects as assigned.

Position Guidelines Food & Beverage - Bartender

2010-02-18T05:30:00.000-08:00

POSITION TITLE : BARTENDER
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of Bar Manager and Assistant Bar Manager, and within the limits of established corporate Policies, Procedures and Food and Beverage Manual, responsible for dispensing the finest quality beverages, courteously and efficiently in assigned Bar.

RELATIONSHIP :
1.Reports directly to the Assistant Bar Manager or Bar Supervisor.

2.Interacts and cooperates in coordinating functions activities ,with other Food and Beverage Outlets includes staffs as required.

3.Interacts with guests as appropriate.

4.Interacts with Housekeeping, Engineering, Laundry, Storeroom. Accounting, Cost Control and other Departments as requested.

DUTIES AND RESPONSIBILITIES :
1.Assists and participates the day-to-day function of Bar operation. facilities, sales. expenses, Beverage Cost and ensures the Required Standard of Performance, Recipes and Par-stock are implemented and maintained.

2.Provides and overall high-levels of professional beverage preparation and service to guests and ensure that the guest satisfaction are met.

3.Complies with and ensures that the Hotels :
a.Health, Safety and Hygiene Policy.
b.House Rules and Regulations.
c.Personal Grooming and Appearance Standards are observed.

4.Ensures punctual attendance and adheres to duty schedules as directed by the Bar Manager or Supervisors.

5.Attends and participates in service briefing.

6.Attends formal training held by Manpower or Outlets in regards to Food and Beverage Service Quality Standard Expectation and Future Career Development.

7.Informs, notifies supervisors and colleague of special request and or other related matters.

8.Handles guest complaints and refers them as necessary follow-up on corrective action.

9.Routinely checks, identifies assigned Bar needs for maintenance work order, relays same to Bar Supervisors and ensures the accomplishment are proper.

10.Ensures that all checks have been signed by guests and that figures are correct before passing on to Cashier and all administration of obtaining and delivering procedures are followed.

11.Ensures that all Bar areas are presentable and that all equipment is stored correctly.

12.Conducts all administrative work required, including but not limited to :
a.Sales Analysis Reports.
b.Attendance Record.
c.Log-book, Contact book.

13.Performed related duties and special project as assigned.

Position Guidelines Food & Beverage - Butler

2010-02-18T05:27:00.000-08:00

POSITION TITLE : BUTLER
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general supervision of the Guest Relations Manager, handles all requirements of guest on the Executive Floors,

RELATIONSHIP :
1.Reports directly to Guest Relations Manager or delegates.

2.Liaises directly with any departments in order to satisfy guest request - in particular Food and Beverage and Housekeeping.

DUTIES AND RESPONSIBILITIES :
1.Keeps himself informed of all promotion and activities around the hotel. Makes reservations on half of the guest for all outlets and hotel events.

2.Unpacks, packs, folds guest clothes. Also handles all request of pressing and delivers laundry to the room from the hotel laundry.

3.Serves welcome drinks to 'all welcoming guest.

4.Handle manual wake-up calls, turn down service and shoe shine service.

5.Takes all Food and Beverage orders to the room coordinates with room service.

6.Responsible for the Executive lounge including breakfast and bar service.

7.Coordinates replenishing of food and drink amenities in the rooms with G.R.
Valet.

8.Maintains butler log book and handles all guest request accordingly.

9.Handles any ticket reservations and reconfirmation·s. also business needs such as telexes, fax, etc.

10.Announces and receives visitors when appropriate and takes messages.

11.Makes-up bed and assist Housekeeping when required.

Position Guidelines Food & Beverage - Captain

2010-02-14T06:14:00.000-08:00

POSITION TITLE : CAPTAIN
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Restaurant Manager and Outlet Supervisor, within the limits of established corporate Policies, Procedures and Food and Beverage Manual, responsible for assisting the Restaurant Manager and Outlet Supervisors to provide Food and Beverage in assigned outlet.

RELATIONSHIP :
1.Reports directly to the Maitre d' or Head Waiter or Asst. Head Waiter.

2.Interacts and cooperates with Food and Beverage staff, as required.

3.Interacts with guests as appropriate.

4.Interacts with Housekeeping, Engineering, Laundry. Storeroom and other departments and requested.

DUTIES AND RESPONSIBILITIES :
1.Assists and participates the day-to-day function of Waiter, Bus-boy. facilities, sales, expenses and ensures the required standard of service performance are implemented and maintained.

2.Provides an overall high levels of Food and Beverage service to guests and ensures
that guest satisfaction are met

3.Complies with and ensures that the Hotels :
a.Health, Safety and Hygiene Policy.
b.House Rules and Regulations.
c.Personal Grooming and Appearance Standards.

4.Ensures punctual attendance and adheres to duty schedules as directed by the Restaurant Manager or Outlet Supervisors.

5.Attends formal training held by Manpower or Outlets in regard to Food and Beverage Service Quality Standard Expectation and Future Career Development.

6.Inspects, conducts all mise-en-place work required and ensures that all areas of responsibilities are kept up to the expected standard and regulations according to he designed task.

7.Ensures timing of service functions are adhered to/for guest satisfaction.

8.Informs, notifies supervisors and subordinates of special request and or other related manners.

9.Handles guests complaints and refers them as necessary. Follow-up on corrective action.

10.Practices Basic Skills of Guest Courtesy as appropriate.

11.Routinely checks, identifies assigned section needs for maintenance work order, relays same to supervisors and ensures the accomplishment are proper.

12.Ensures that all checks (in the area of responsibility) have been signed by guest and that figures are correct before passing on to the cashier and all administration of obtaining and delivering procedures are followed.

13.Ensures that all public and back-of-house areas are presentable and that all equipment is stored correctly.

14.Performs related duties and special projects as assigned.

Position Guidelines Food & Beverage - Head Waiter

2010-02-14T06:11:00.000-08:00

POSITION TITLE : HEAD WAITER
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Restaurant Manager, and within the limits of established corporate Policies, Procedures and Food and Beverage Manual, assist in overseeing and directing all aspects of all personnel engage in providing courteous and efficient service of Food and Beverage at the assigned outlet.

RELATIONSHIP :
1.Reports directly to the Maitre d' and/or Restaurant Manager.

2.Provides functional assistance and direction to the Food and Beverage outlet operation as assigned.

3.Interacts and cooperates in coordinating functions activities with other Food and Beverage Outlets and other Departments as required.

DUTIES AND RESPONSIBILITIES :
1.Assists in supervising and participating the day-to-day function of outlet employees, facilities, sales, expenses, services and maintains a high level of efficiency in the operations and ensures that the requirements of guests and the Hotel Standards are met.

2.Controls on an going basis the following :
a.Quality Levels of Service.
b.Guest satisfaction.
c.Sanitation, Cleanliness and Hygiene.
d.Material Supplies and Groceries Expenses.
e.Sufficient stocks of all equipment and linen to ensure service requirement are met.
f.Pre-service works are carried out appropriately.
ensures optimum performance in each of the above areas.

3.Complies with and ensures that the Hotels:
a.Health, Safety and Hygiene Policy.
b.House Rules and Regulations
c.Grooming and Appearance Standards.
are observed and met.

4.Conducts pre-meal braiding and maintains liaison with Chef.

5.Participates in service as necessary.

6.Ensures that all public and back-of-house areas are presentable and that all equipment is stored correctly.

7.Maintains and follows up maintenance work order needs for assigned outlet.

8.Attends and participates in formal training held by Manpower or Outlets in regard to Food and Beverage Service Quality Standard Expectation and Future Career Development.

9.Established and maintains effective employee relations.

10.Attends and contributes to outlet meeting and briefing.

11.Attends to guest's comments, complaints or requests regarding Food and Beverage Service Quality and significant activities in supervisor’s log book, discuss same with Restaurant Manager or Maitre d'.

12.Ensures that all checks have been signed by guests and that figures are correct before passing on the Cashier and all administration of obtaining and delivering procedures are followed.

13.Provides appropriate direction, guidance and re-enforcement "or employee's.
a.Performance.
b.Training.
c.Development.
d.Capability.
to ensure and maintain maximum productivity.
a.Attendance Records.
b.Duty Roster.
c.Guest Cardex.
d.Log-book.

14.Conducts all administrative work required, including but not limited to.

15.Maintains an effective working atmosphere in outlet operation by mean of good communication system between Kitchen, Bar, Stewarding and Cashier.

16.Performs related duties and special projects as assigned.

Position Guidelines Food & Beverage - Food and Beverage Supervisor

2010-02-14T06:01:00.000-08:00

POSITION TITLE : FOOD & BEVERAGES SUPERVISOR
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general guidance and supervision of the Food and Beverage Manager, and within the limits of established corporate Policies, Procedures and Food and Beverage Manual, assists in overseeing and directing all aspects of all personnel engage in providing courteous and efficient service of Food and Beverage at the assigned outlet.

RELATIONSHIP :
1.Report direct to the Restaurant Manager.

2.Provides functional assistance and direction to the Food and beverage operation as assigned.

3.Interacts and cooperates in coordinating function and activities with other Food and beverage Outlets and other Departments as required.

DUTIES AND RESPONSIBILITIES :
1.Supervises the day-to-day function of all outlet employees, facilities, sales, expenses, services and ensures that all operations supervision is carried out effectively.

2.Controls and analyzes, on an on-going basis the following:
a.Quality Levels of Production and Service.
b.Guest Satisfaction.
c.Expenses.
d.Sanitation, Cleanliness and hygiene.

3.Complies with ensures that the Hotels :
a.Health, Safety and Hygiene Policy.
b.House Rules and Regulations.
c.Grooming and Appearance Standards.

4.Establishes and maintains effective employee relations,

5.Ensures that all public and back-of-house areas are presentable, clean, and neat.

6.Attends to guest's comments, complaints and requests regarding Food and Beverage service quality, records and significant activities in supervisor log-book or contact-book, discuss same with Restaurant Manager.

7.Schedules guest reservations and arranges for private parties.

8.Routinely checks on the following

a.Sufficient stocks of all equipment and linen,
b.Pre-service work is carried out properly.

9.Ensures adequacy of material supplies and groceries requisition compare to consumption, to minimize waste and controls expenses.

10.Conducts pre-meal briefings and maintains liaison with chef.

11.Participates in service as necessary in accordance with the requirements and practices of the outlet.

12.Prepares, conducts implements and monitors regularly all outlet operation training programs, according vv1th Food and Beverage Department Yearly Training Plan.

13.Attends and participates in formal training held by Manpower or Outlet in regard to Food and beverage Service Quality Standards Expectation and Future Career development.

14.Accomplishes maintenance work orders and other Food and beverage Office memorandum.

15.Provides appropriates direction, guidance and re-enforcement for the employee's.

a.Performance
b.Development
c.Training
d.Capability
to ensure and maintain maximum productivity

16.Conducts all administrative work required, including but not limited to :
a.Attendance Record
b.Duty Roster
c.Log-book
d.Intern Contact Book
e.Food and Beverage Sales and Cover Comparison
f.Employee Absenteeism Report
g.Wine Sales Report
h.P&L Report of Food Promotion or Destination

17.Performs related duties and special projects as assigned.

Position Guidelines Food & Beverage - Restaurant Manager

2010-02-14T05:51:00.000-08:00

POSITION TITLE : RESTAURANT MANAGER
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :
Under the general and supervision of the Food and Beverage manager, and within the limits of established corporate policies, procedures and Food and Beverage manual, assists in overseeing and directing all aspects of the restaurant.

RELATIONSHIP :

1.Reports directly to the Food and Beverage Manager.

2.Provides functional assistance and direction to the Food and Beverage operation as assigned.

3.Interacts with individuals outside the hotel including, but not limited to clients, suppliers. government officials, competitors and other members of the local community.

4.Coordinates activities with certain hotel department heads and Food and beverage Departmental heads.

DUTIES AND RESPONSIBILITIES :

1.Supervises the day-to-day function of all restaurant employees, facilities, sales and costs.

2.Controls and analyzes, on an on-going basis, the following :
a.Quality levels of production.
b.Guest satisfaction.
c.Merchandising and marketing
d.Operating costs.
e.Sanitation. cleanliness, hygiene.
Ensures optimum performance in each of the above areas.

3.Supervises, coordinates and directs the prompt, efficient and courteous serving of
food and beverage in the restaurant.

4.Established and maintains effective employee relations.

5.Conducts, under the guidance of the Food and Beverage Manager, Assistant Food and Beverage Manager, such hiring, employee orientation, on-the-job performance, coaching, counseling and suspension if necessary to ensure appropriate staffing and productivity.

6.Develops formal training plans and implements on-the-job training sessions for restaurant employees.

7.Attends to the weekly Food and Beverage departmental meetings.

8.Conducts pre-meal briefings and maintains liaison with the Executive Chef.

9.Participates in service as necessary in accordance with the requirements and practices of the restaurant.

10.Ensures hotel grooming and appearance standards are met.

11.Controls stocks for daily use in restaurants to ensure service requirements are met.

12.Schedules guest reservations and arranges for private parties.

13.Participates in the preparation of the Food and Beverage department budget and goals.

14.Conducts all administrative work required, including but not limited to :
a.Attendance Records.
b.Duty Roster.
c.Guest Card
d.Log-book.

15.Performs related duties and speci2.l projects as assigned.

Position Guidelines Food & Beverage - F&B Coordinator

2010-02-13T20:46:00.000-08:00

POSITION TITLE : FOOD AND BEVERAGE COORDINATOR
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :

Under the general guidance and supervision of the Food and Beverage Manager, and within the limits of established property policies, procedures, and Food and Beverage Manual, assist in overseeing and directing all aspects of the outlets.

RELATIONSHIP :

1.Reports to the assistant Food and Beverage Manager

2.Provide Functional assistance and direction to the Food and Beverage operations as assigned.

3.Interact with individuals outside the hotel including, but not limited to, clients, suppliers, Government officials, competitors and other number of the local community.

4.Cooperates functions and activities with certain Hotel Department Heads and Food and Beverage Department heads.

DUTIES AND RESPONSIBILITIES :

1.Supervises the day-to-day function of all restaurant employees, facilities, Sales and Cost.

2.Assist the Food and Beverage Manager in controlling and analyzing, on an-ongoing basis the following:
* Quality level of products and services
* Guest Satisfaction
* Merchandising
* Operating Cost
* Sanitation and cleanliness and hygiene

Ensure optimum performance in specific areas as assigned in the above areas.

3.Established and maintains effective employee relations.

4.Conducts, under the guidance of the Food and Beverage Manager, Assistant Food and Beverage Manager, such functions as interviewing, hiring, employee orientation, on-the-job-performance, coaching, counseling and suspension if necessary to ensure appropriate staffing productivity.

5.Attends and contributes to weekly Food and Beverage meetings.

6.Participate in service as necessary in accordance with the requirements and practices of Food and Beverage outlets.

7.Ensure hotel grooming and appearance standards are met.

8.Control stocks for daily use in outlets to ensure service requirements are met.

9.Participate in the preparation of the Food and Beverage Department and Goals.

10.Performs related duties and special projects as assigned.

Position Guidelines Food & Beverage - Assistant F&B Manager

2010-02-13T20:40:00.000-08:00

POSITION TITLE : ASSISTANT FOOD AND BEVERAGE MANAGER
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :

Under the general guidance and supervision of the Food and Beverage Manager, and within the limits of established Property policies and Procedures and Food and Beverage manual, oversees and direct all aspect of food and beverage operation.

RELATIONSHIP :

1.Reports directly to the Food and Beverage Manager

2.Provide Functional assistance and direction to the Food and Beverage operations as assigned.

3.Interacts with individuals outside the hotel including, but not limited to, clients, suppliers, government officials, competitors and other number of local community

4.Provide functional assistance and directions to the food and beverage operation as assigned.

DUTIES AND RESPONSIBILITIES :

1.Supervises the day to day operation of the food and beverage department.

2.Assist the Food and Beverage Manager in controlling and analyzing, on-and ongoing basis the following :
a.Quality level of products and services
b.Guest satisfaction
c.Merchandising and Marketing
d.Operation cost
e.Sanitation and cleanliness and hygiene
Ensure optimum performance in specific areas as assigned in the above areas.

3.Established and maintains effective employee relations

4.Conducts, under the guidance of the Food and Beverage Manager, such functions as hiring specific levels of employees, employee orientation, on-the-job performance appraisal, coaching and suspension if necessary to ensure appropriate staffing and productivity.

5.Develop formal training plans and conducts on-the-job training session for the Food and Beverage Department employees.

6.Assist the Food and Beverage Manager with the compilations of new menus and beverage lists.

7.Attends and contributes to weekly Food and Beverage meetings.

8.Oversees the preparation, presentation and service of Food and Beverage products to ensure highest quality at all times.

9.Assist the Food and Beverage Manager in all administrative areas, including but not limited to :
a.Food and Beverage recipe files
b.Departmental Check List
c.Departmental Reports

10.Participates in the preparation of the Hotel Strategic Plan, Marketing Plan, Goal Program and the Food and Beverage Departmental Budget.

11.The Food and Beverage Manager informs on daily basis of all relevant information in operational and personal matters, including information which does not require the Food and Beverage Manager Action.

12.Assume the responsibilities of the Food and Beverage manager in his/her absence

13.Performs related duties and special projects as assigned.

REQUIREMENTS :

Demonstrated knowledge of, and ability to assist in the management of Food and Beverage operation obtain through:

College degree (hotel school, university, and/or equivalent experience)

Minimum of five years previous experience in several areas of Food ad Beverage Department, preferably of a first class hotel, at least a portion of such experience should have been in Food and Beverage Management.

Proven management abilities in, and demonstrated knowledge of:
* Planning short and long range goals, including strategic (5-year) planning
* Budgeting
* Departmental Loss/ Profit Analysis.
Effective verbal and communication skills.

Position Guidelines Food & Beverage - F&B Manager

2010-02-13T18:58:00.000-08:00

POSITION TITLE : FOOD AND BEVERAGE MANAGER
DEPARTMENT : FOOD AND BEVERAGE

PURPOSE :

Under the general guidance and supervision of the General Manager, and within the limits of established corporate policy, Procedures and Food and Beverage Manual, overseas and directs all aspects of Food and Beverage operations.

RELATIONSHIP :

1.Reports directly to General Manager.
2.Provides functional assistance and direction to the Food and Beverage operation.
3.Interacts with individuals outside the hotel including, but not limited to, clients suppliers, government officials, competitors others number of the local community.
4.Cooperates functions and activities with other department heads as appropriate.

DUTIES AND RESPONSIBILITIES:

1.Supervised of all Food and Beverage employees, facilities, sales and cost to ensure maximum departmental profit is achieved

2.Control and analyzes, on an-ongoing basis, from the stand point of optimum the following:
a.Quality level of products and service
b.Guest Satisfaction
c.Merchandising & Marketing
d.Operating Cost
e.Sanitation and cleanliness (Hygiene)

3.Coordinate and supervises the preparation, presentation, and service of food and beverage products to ensure highest quality at all times.

4.Established and maintains effective employee relations

5.Conduct such functions as interviewing, hiring, employee orientation, performance appraisal, coaching, counseling, and dismissal if necessary to ensure appropriate staffing and productivity. Consult with General Manager, Food and Beverage Department Heads, and Personnel Manager, as appropriate in performing above duties.

6. Developed and implements formal training plans for Food and Beverage Department personnel.

7.Supervised and coordinates pricing and preparation menus, beverages, and wine lists by taking into considerations such factors as:
a.Local Requirements
b.Market Needs
c.Competition
d.Trends
e.Recipes
f.Potential cost
g.Availability of food and beverage products
h.Merchandising and promotions

8.Coordinates with the Materials Manager to determine the minimum and maximum food and beverage stocks. Approves all wines purchase and other food and beverage items in accordance with corporate quality and quantity standards.

9.Conducts weekly Food and Beverage meetings relations to; but not limited to following:
a.Overall food and beverage financial result and profitability
b.Projected business
c.Operations Result and Problems
d.Changes in Procedures
e.New Management Policies
f.Quality Improvement
g.Attends all other meetings as required by the administrative calendar

10.Keeps and up-to-date standard recipe file for all food and beverage items to include:
a.Sales History
b.Sales Mix
c.Actual Cost
d.Potential Cost
e.Production Time

11.Implements a daily, weekly and monthly checklist for all Food and Beverage Department. Ensure proper follow-up attain maximum quality and efficiency.

12.Prepares and submits to the Vice President Food and Beverage, the divisional Vice President Director of Food and Beverage operations.

13.Participate in preparation of hotels strategic plan, marketing plan and goals program. Prepares the Food and Beverage budget.

14.Keeps aware of trend, system, practice and equipment in Food and Beverage preparation and service in the hotel and restaurants fields through trade literature and actual visits.

15.Performs related duties and special projects as assigned.

REQUIREMENTS

- Demonstrated knowledge of, and ability to manage, food and beverage operations through:

- College degree (Hotel, School, University, and/or equivalent experience)

- Minimum of five years previous experience in a food and beverage department of a first class hotel, at least two of which were in a management position.

- Proven management abilities in, and demonstrated knowledge of:
* Planning short and long goals
* Budgeting and forecasting
* Departmental Profit/Loss analysis

- Effective verbal and written communication skills.

Position Guidelines Finance - Receiving

2010-01-30T22:34:00.000-08:00

POSITION TITLE : HELPER (RECEIVING)
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the general supervision of Income & Budget Controller within the limits of established Hotel Property Policies & Procedures. She/he is responsible for Recording of store and to assist the Storekeeper (mainly).

RELATIONSHIPS :

1.Reports directly to Cost Assistant (Receiving).

2.Provides functional assistance to all Finance Department personnel related to his/her operations.

DUTIES AND RESPONSIBILITIES :

1.To receive all the store materials as per purchase order.

2.To carry the store materials to respective stores.

3.To do any other job assigned by the Cost Assistant (Receiving).

4.To assist the store helpers at time of need.

Position Guidelines Finance - Store

2010-01-30T22:31:00.000-08:00

POSITION TITLE : HELPER (STORE)
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the general supervision of Income & Budget Controller within the limits of established Hotel Policies & Procedures. She/he is responsible for assisting the Storekeeper.

RELATIONSHIPS :

1.Reports directly to the Storekeeper.

2.Provides functional assistance to all Finance Department personnel related to his.her operations.

DUTIES AND RESPONSIBILITIES :

1.To help the Storekeeper in issuing the store materials properly and orderly.

2.To help the Storekeeper in receiving and storing the store materials.

3.To clean the stores daily.

4.To perform the duties of Storekeeper when they are on leave / absent as the case may be.

5.To performance any other job assigned by Storekeeper from time to time.

6.To carry the store materials from receiving docks to the stores.

Position Guidelines Finance - Bill Collector

2010-01-30T22:28:00.000-08:00

POSITION TITLE : BILL COLLECTOR
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the general supervision of Income & Budget Controller within the limits of established Hotel Property Policies & Procedures. She/he is responsible for collecting of the Hotel Bills.

RELATIONSHIPS :

1.Reports directly to Accounts receivable Supervisor.

2.Provides functional assistance to all Finance Department personnel related to his/her operations.

DUTIES AND RESPONSIBILITIES :

1.Collect, pursue all dues of the hotel and sometimes delivery the bills.

2.Filling (Credit card, statement, bills and also receipt of payment).

3.Dispatching statements.

4.Sorting of outlets checks.

5.Collecting requisition from store for credit section.

6.Miscellaneous (Receiving cash in hotel, helping supervisor to compare various statement, attending all other ancillary work of the department).

7.Performed any related duties as assigned.

Position Guidelines Finance - Night Auditor

2010-01-30T22:26:00.000-08:00

POSITION TITLE : NIGHTS AUDITOR
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the general supervision of Chief Night Auditor within the limits of established Hotel Property Policy & Procedure and Residence. She/he is responsible for assisting Chief Night Auditor.

RELATIONSHIPS :

1.Reports directly to Chief Night Auditor.

2.Interact with Front Office personnel as appropriate.

3.Provides functional assistance to Finance Department personnel related to his/her operations.

DUTIES AND RESPONSIBILITIES :

1.To take the final reading for the day on all Food and Beverage cash registers.

2.To check the Cashier's record and from the accompanying checks verify city ledger. complimentary entertainment and officers checks. To prepare a departmental analysis of complimentary, entertainment and officers checks.

3.To prepare Daily Food and Beverage Revenue report.

4.To check prices, additions and distribution ( on the cashiers record) of guest checks.

5.To verify with the records that the Restaurant Guest Ledger clearance account is in balance.

6.To account for all checks issued by serial number.

7.To distribute the checks and report to the proper persons.

8.To post all daily room charges and local telephone charges to the guest folios.

9.To post all other charges for the day, not previously posted, to the guest folios.

10.To handle all Front Office Cashiers transactions during the night shift.

11.To audit guest ledger charges from all departments and balance to control sheets ( daily Food and Beverage revenue report, long distance traffic sheet, laundry control sheet. etc.)

12.To determine guest ledger balance at the close of the day from control figures ('D' Report) and be certain that the total of all guest folios are in agreement.

13.To prepare a list of all guest ledger balances in excess of the pre-established balance ( usually one week's room sales ).

14.Performed any duties related as assigned.

Position Guidelines Finance - Front Office Cashier

2010-01-30T22:21:00.000-08:00

POSITION TITLE : FRONT OFFICE CASHIER
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the general supervision of Front Office Cashier Supervisor within the limits of Hotel Property Policies & Procedure. She/he is responsible for collecting of cash in Front Office.

RELATIONSHIPS :

1.Reports directly to Front Office Cashier Supervisor/Front Office Manager.

2.Provides functional assistance with Finance Department personnel related to his/her operations.

3.Interact with other Front Office Staff as appropriate.

DUTIES AND RESPONSIBILITIES :

1.To post all guest charges such as long distance telephone, laundry, restaurant to the guest folios as soon as they are received.

2.To post the cash and checks received in the mail for the advance payment to the room reservation deposit control account and transfer the account to the Accounts receivable through General Cashier, if necessary.

3.To post all payment received from departing guests to the guest folios.

4.To post all approved allowance vouchers to the appropriate accounts.

5.To post all advance payments to the guest folios and prepare advance payment receipts.

6.To encash foreign currency for guests in accordance with relevant rules and regulations.

7.To encash traveler's checks for guests only upon proper authorization.

8.To stack separately paid and charges guest folios.

9.To record machine opening and closing, and paid-out readings on the cash reports.

10.To reconcile total cash receipts record on the 'Paid key' with the total shou1d on the Cash Report.

11.To prepare cashier's envelope and remittance.

12.To deposit complete cashier's envelope with the General Cashier.

13.To control the guest's safety deposit boxes at all times.

14.Performed any related duties as assigned.

Position Guidelines Finance - Account Receivable

2010-01-30T22:19:00.000-08:00

POSITION TITLE : ACCOUNT ASSISTANT (RECEIVABLE)
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the general directions of Accounts Supervisor (Receivable) within the limits Hotel Property Policies & Procedures. She/he is responsible for handling credit affairs and maintaining records as per advice of the Credit Manager.

RELATIONSHIPS :

1.Report directly to Account Receivable Supervisor.

2.Provides functional assistance to Finance Department personnel related to his/her operations.

DUTIES AND RESPONSIBILITIES :

1.To ensure the accuracy of all charges and credit to the various accounts and see that they are properly entered on a timely basis.

2.To compute accurately all travel agents commissions payable and enter them on a timely basis.

3.To ensure that accounts, statements and for How-up letters are mailed on a timely basis.

4.To ensure that the necessary information in regard to overdue accounts is supplied to the proper persons for follow up ( i.e., the Credit Manager or the Accountant ).

5.To Control by recording, posting and balancing of all advance deposits.

6.To respond to guest's queries and account disputes ( such letters should be signed by either Credit Manager or Accountant ).

7.To balance all subsidiary accounts receivable ledgers to the appropriate control accounts monthly and prepare balance of all accounts receivable ledgers ( including employees accounts receivable ).

8.To prepare all necessary reports in regards to accounts ( e.g., monthly accounts receivable report ).

9.To exert financial control O\'er Health Club earnings and store rentals.

10.To convert data &om manual to computer system.

11.To issue the Hotel's Credit Cards and Control Credit Card Accounts.

12.To prepare and send invoices for other Credit Cards, e.g., AMEX.

13.To sort out the files on weekly basis for keeping them up-to-date.

14.Performed any related duties as assigned.

Position Guidelines Finance - Account Payable

2010-01-30T22:15:00.000-08:00

POSITION TITLE : ACCOUNT ASSISTANT (PAYABLE)
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the general supervision of Accountant within the limits Hotel Property Policies & Procedure. She/he is responsible for checking of Bills of all Sorts.

RELATIONSHIPS :

1.Reports directly to Accountant.

2.Provides functional assistance to all Finance departmental personnel related to his/her operations.

DUTIES AND RESPONSIBILITIES :

1.To account for and check all items on all purchase orders. receiving records and suppliers invoices.

2.To account for and audit all items on all incoming shipments and suppliers invoices and credit memos.

3.To prepare vouchers, including cost distributions for all suppliers invoice and credit memos.

4.To prepare checks for all payments ( other than payroll) whether immediate payments or regular payments, vouchers and all supporting documents to the Controller through Accountant and Chief Accountant.

5.To maintain adequate up-to-data files for accounts payable records.

6.To fill up Computer forms.

7.Performed any related duties as assigned.

Position Guidelines Finance - Payroll

2010-01-30T22:12:00.000-08:00

POSITION TITLE : ACCOUNT ASSISTANT (PAYROLL)
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the supervision of Accountant within the limits Hotel Property Policies & Procedure. She/he is responsible for payment of Labor Costs & wages.

RELATIONSHIPS :

1.Report directly to Accountant.

2.Provides functional assistance to Finance Departmental personnel related to his / her operations.

DUTIES AND RESPONSIBILITIES :

1.To collect and verify basic payroll information from the original sources ( time cars, time sheets, wage rate schedules. payroll deductions, etc. )

2.To compute staff payrolls and prepare all payroll vouchers and payroll records.

3.To prepare payroll Journal vouchers for posting to Ledgers concerned at the end of each month.

4.To prepare all tax returns pertaining to staff payroll.

5.To compute P.F. and maintain records under the supervision of Assistant Chief Accountant.

6.To maintain files for each employees.

7.To give information relating to staff salaries and wages as and when asked by the Management.

8.Performed any related duties as assigned.

Position Guidelines Finance - Storekeeper

2010-01-30T22:07:00.000-08:00

POSITION TITLE : STOREKEEPER
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the supervision of Chief Storekeeper within the limits of Hotel Property Policies & Procedure. She/he is responsible for handling Stores and Assists in Costing.

RELATIONSHIPS :

1.Reports directly to Chief Storekeeper.

2.Provides functional assistance to all Store, Cost Control and Finance department personnel related to his/her operations.

DUTIES AND RESPONSIBILITIES :

1.To ensure proper documentation for the items entering into stores.

2.To ensure that all merchandise leaving the store rooms are supported by properly authorized requisitions.

3.To make sure that quantity in the store is above the minimum level.

4.To keep the store room clean. orderly and above all properly locked and supervised.

5.Performed any related duties as assigned.

Position Guidelines Finance - Account Receivable Supervisor

2010-01-30T22:02:00.000-08:00

POSITION TITLE : ACCOUNTS RECEIVABLE SUPERVISOR
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :
Under the general directions of Credit Manager/Accountant within the limits of established Hotel Property Policies & procedures. She/He is responsible for handling credit affairs and maintaining records as per advice of the Credit Manager.

RELATIONSHIPS :
1. Reports directly to Credit Manager /Accountant.

2. Interacts with other Finance department personnel related to his/her operations, as appropriate.

3. Supervises Account Assistants (Receivable). Jr. Account Assistants (Receivable), Bill Collectors-Cum- Accounts Assistants.

DUTIES AND RESPONSIBILITIES :

1.To supervise and collect the outstanding amount.

2.To keep information for Credit Manager and Management relating to the over all progress of credit collection.

3.Telephone Reminder for overdue amount.

4.To respond to guest's queries for any dispute amount .

5.To prepare all necessary reports as regards to monthly Credit Meeting & other meeting.

6.To ensure proper billing to customers.

7.Control staff city ledger & preparation of all information.

8.Control A&P Entertainment, A/c A&G Expenses A/c., complimentary A/c & major other accounts.

9.Billing all Air lines, individual account and ministry account.

10.Billing and control shop rental, telephone rental and other rental.

11.Supporting control and enclosed with the bill.

12.Preparation of all types of Rebate vouchers.

13.Distribution of Guest overdue paper & Guest Reminder letter.

14.Control the charge vouchers for International Credit Card.

15.To compute accurately all Travel Agents commission payable and enter them on a timely basis.

16.To ensure that the necessary information as regard to overdue accounts is supplied . to the proper persons for follow up ( i.e., the Credit Manager ).

17.To ensure the accuracy of all charges and credit to the various accounts and see that they properly entered on a timely basis.

18.Perform related duties and special project as assigned.

Position Guidelines Finance - Assistant Cost Controller

2010-01-30T21:42:00.000-08:00

POSITION TITLE : ASSISTANT COST CONTROLLER
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the general directions of Cost Controller/Chief Accountant, within the limits of Hotel Property Policies & procedure. She/He is responsible for Analyzing of Costs of the Hotel operations.

RELATIONSHIPS :

1.Reports directly to Cost Controller/Chief Accountant.

2.Interact with other Finance Department personnel, includes Purchasing, Store and Receiving personnel.

3.Supervises Cost Control staff.

DUTIES AND RESPONSIBILITIES :

1.Responsible to Cost Controller for all matters connected with Cost Control.

2.To control and supervise the computation of cost of Food and Beverage.

3.Supervision of receiving of all merchandise including Food and Beverage items.

4.To keep proper record of the items directly issued to outlets / Departments.

5.Responsible for monthly / yearly physical inventory.

6.To supervise outlets activities from time to time in relation to Cost affairs.

7.To supervise the movement of store able items.

8.To ensure the quality of the items to be received at the Receiving Area.

9.To make the inventory report. allowance reports and cost report. local purchase report, reconciliation of Food and Beverage statements, dishes sales report, F&B report, etc.

10.Revision of recipe cost and preparation of new recipe as assigned by F&B from time to time.

11.To take part in fixing the menu price in the light of the cost of commodities.

12.Responsible for staff development and training.

13.Perform related duties and special project as assigned.

Position Guidelines Finance - Chief Storekeeper

2010-01-30T21:37:00.000-08:00

POSITION TITLE : CHIEF STOREKEEPER
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the general direction of Cost Controller/Chief Accountant, within the limits
Hotel Property Policies & procedure. She/he is responsible for controlling, maintenance of Stores and Custodian of Hotel's Stores.

RELATIONSHIPS :

1.Reports directly to Cost Controller/Chief Accountant.

2.Interacts with other Hotel personnel related 10 his operations as appropriate.

3.Supervises all Storekeepers and Help.:rs.

DUTIES AND RESPONSIBILITIES :

1.To operate arid control the cold storage properly and orderly.

2.To supervise and inspect the daily receipt of store materials.

3.To receive the imported materials properly and orderly and make reports of damages and losses, if any.

4.To place purchase requisitions for the store materials.

5.To take monthly inventory of all the stores at the end of every month.

6.To prepare monthly and yearly consumption reports of all store materials.

7.To prepare half yearly inventory report of C.S.S. items including outlets.

8.To perform any other job assigned by the Cost Controller from time to time.

9.To prepare the daily market list with Chef .

10.To recommend Personnel action.

11.Perform related duties and a special project as assigned.

Position Guidelines Finance - Sr.Restaurant Cashiers Supervisor

2010-01-30T21:24:00.000-08:00

POSITION TITLE : SR.RESTAURANT CASHIERS SUPERVISOR
DEPARTMENT : FINANCE DEPARTMENT

PURPOSE :

Under the general directions of Accountant/General Cashier, within the limits of
Hotel Property Policies & Procedure. She/he is responsible for collection/record of revenue in Outlets and Custodian of money.

RELATIONSHIPS :

1.Reports directly to General Cashier/Accountant.

2.Provides functional assistance to Finance Department personnel affecting his/her operations.

3.Corporate, Coordinate and Communicates with the Food & beverage Outlets staff as appropriate.

4.Supervises of all Restaurant Cashiers.

DUTIES AND RESPONSIBILITIES :

1.To control, manage and supervise the Restaurant Cashiers.

2.To train up Restaurant Cashiers.

3.To make duty roster and control leaves and duties of the rest / Cashiers.

4.To control and maintain the restaurant register machine.

5.To program the Menu price of the Machine.

6.To check all Cashiers outlets frequently and help them in closing the sales summary, Audit sheet and Remittance.

7.To maintain and control F&B checks and issue it to the Restaurant.

8.To maintain Liaison between Accounting and Cashiers operations.

9.To visit and check frequently the Cashiers counters.

10.To recommend personnel action.

11.Perform any duties and special project as assigned.