Room Division Introduction: The Room Division is composed of departments and functions, which play essential roles in providing

theservice guests expect during a hotel stay.The Front Office is the most visible department in the hotel, with the greatest amount of guest contact.The front desk and cashier sections are located in the busiest area of the hotels lobby. The front desk itself is the focal point of activity within the front office. Guests are registered, assigned rooms and checked out at the front desk.The reservation function is responsible for receiving and processing reservation for accommodations inthe future. Reservation agents must maintain accurate reservation records and closely track availability toensure that no date is overbooked.Housekeeping and laundry are almost important front office support sections. They inspect rooms for sales, clean occupied and take care of the propertys linen.To ensure efficient rooming of guests in vacant and ready rooms, the different sections must inform eacho t h e r p r o m p t l y o f a n y c h a n g e s i n t h e s t a t u s o r a v a i l a b i l i t y o f t h e r o o m s . C l o s e c o o r d i n a t i o n a n d cooperation help ensure guest satisfaction
Job descriptions: Room Division Manager. Assistant Front Office Manager. Front Office Supervisor. Night Auditor. Receptionist. Front Office Cashier. Reservation Attendant. Shop Attendant. Health Club Attendant. Massage Attendant. Tennis Coach. Concierge. Bellboy. Driver. Housekeeping Supervisor. Room Attendant. Valet. Order Taker. Laundry Supervisor. Laundry Attendant. Public Area Cleaner

Housekeeping Supervisor Reports to: Room Division Manager. Subordinates: Room Attendant, Running Housekeeper, and Order Taker. Job summary: He is responsible for planning, directing, controlling and coordination all the activities of his staff.He ensures effectively and smoothly operation of the different section of his department.He leads as an example and trains his staff. Duties: Plan and program the schedule of the staff. Make the inventory of the housekeeping store. Check the usage of the items in the daily operation to avoid wastage. Program the daily cleaning operation with the list of occupied rooms. Divide the schedule for room attendant staff and hand over keys for them to clean the room. Check and inspect the quality and cleanliness of the room. Check the amenities on the trolley and issue new amenities in the housekeeping store to the staff. Make a regular report to his superior. Control the equipment and material of his working area. Check the equipment of the guestrooms and work closely with the maintenance department in assuringthe proper and regular program. Supervise room cleaning. Monitor the condition of the room. Control the needs of materials and amenities necessary and transmit the order to his superior. Control the key used by the staff. Double check the VIPs room, make sure that VIPs items are displayed. Perform other duties as maybe assigned.- 9 -

Laundry Supervisor Reports to: Room Division Manager. Subordinates: Laundry Attendant and Public Area Cleaner. Job summary: He is responsible for planning, directing, controlling and coordination of all the activities of his staff.He ensures effective and smooth operation of the different section of his department.He leads as an example and trains his staff. Duties: Plan and program the schedule of the staff. Make the inventory of the laundry store with the storekeeper. Program the daily laundry operation with the list of occupied rooms. Prepare the material for the daily operation. Check the quality and cleanliness of the .sheets, napkins and towels. Make a regular report to his superior. Control the equipment and material of his work area. Work closely with F&B department to know the daily needs of laundry. Work closely with the housekeeping supervisor to implement the services provided by his section. Check the stock of materials and amenities and submit the quantity of items to be ordered by hissuperior. Ensure that all laundry and articles are returned clean and without any stains damage. Coordinate with the engineering department for preventive maintenance programs and repairs for allequipment. Perform other duties as maybe assigned.- 10 -

Health Club Attendant Reports to: Room Division Manager. Subordinates: none. Job summary: He is in charge of the working operation of the Health Club.He sales all the services sold in his outlet. Duties: Follow all rules and regulation contained in the employee handbook. Treat the guest with courtesy. Follow all required information to ensure that the guest has a pleasant stay. Apply the selling techniques. -

Control and apply strictly the implementation of all policy, regulation and procedures of the hotel. Prepare all material and office supplies for the daily operation. Explain the type of services to the guests. Welcome and meet the guests. Take the reservation for the massage. Answer all the request of information concerning the health club facilities to the guest and give themall the needed explanation. Perform other duties as maybe assigned

Assistant Front Office Manager Reports to: Room Division Manager. Subordinates: Front Office Supervisor, Night Auditor, Receptionist, Reservation Attendant, ShopAttendant, Activity Guide, and Front Office Cashier. Job summary: He is responsible for all aspects of guests satisfaction in the Front Office.He leads by example and manages the performance of his staff.He organizes the work schedule of his team.He is in charge of the maintenance of all
equipment and material in his working area.He handles and solves problems.He assists his superior in ensuring that the guest satisfaction programs are implemented in accordance with Victorias philosophy. Duties: Supervise and coordinate all daily operation in the Front Office. Control the application of all safety and hygiene policy, regulation and procedures of the hotel. Report regularly to his superior concerning the daily operation. Organize and control the work schedule of his staff. Transmit suggestion made by the guest and his subordinates to his superior. Transmit his knowledge to his subordinates. Participate in all Front Office meeting. Participate in all training provided by the Front Office Manager.

Control the appearance and cleanliness of his subordinates. Check the cleanliness of his work area, equipment and material. Handle and solve complaints. Relate well with his staff. Verify the reports made by the night auditor. Prepare in advance all the daily tasks and follow their execution. Control accurately the billing. Maintain close relation with the housekeeping department.- 5 -