MOHAMMAD ARIEF: 2011

FRONT OFFICE DEPARTMENT

Front office is the department located at the front of the hotel which is directly related to the guest services such as service check in and check out guests, guest luggage service, as the center of the hotel information and reservation services.In the front office department there are several sections and positions such as:

1. Front Office Manager

Front Office Manager work areas: the front office area, executive floor, business center

Reporting to: General ManagerSubordinate staff: all front office staff

Main tasks of the Front Office Manager

• Selecting, place, train and evaluate the front office employees

.• Ensure that all front office staff at the hotel computer system control, ethics and standards of operations received a phone call at the hotel.

• Maintain harmony with sales and marketing work on room rates

• Welcome VIPs

• Handle guest complaints that can not be resolved by subordinates

• Create a monthly report on the guest list, the occupancy rate and the profit / loss in the front office

• Maintain discipline front office staff by providing warnings and sanctions for violating the provisions

• Improve the quality and achievements of outstanding employees with rewards

• Create an annual budget, analyze the operation and daily hotel revenue from the income side, the average room rate

2. Assistant Front Office Manager

Work area Assistant Front Office Manager: front office, executive floor, business center.

Immediate supervisor Assistant Front Office Manager: Front Office Manager

Subordinate staff of Assistant Front Office Manager: Duty Manager, FOR Supervisor, other levels of the department Supervisor Front Office

Main tasks of the Assistant Front Office Manager:

• Assist the Front Office Manager jobs in terms of control and administration.

• Create work schedules Duty Manager, Receptionist, Telephone Operator, GRO and concierge.

• Monitor operational in the front office

• Directing and overseeing the work of reception and concierge.

• Leading a briefing on the night shift

• Falls to the operating room hotel at the time crowded

• Attend morning briefing hotel management, representing the Front Office Manager if unable to attend

.• Dealing with guests who need assistance purposes.

3. Duty Manager

Duty Manager work area: the front office and the entire hotel that has to do with the guests at the hotel.

Immediate supervisor Duty Manager: Front Office Manager

Subordinate staff Duty Manager: Front Office Supervisor, Front Office Staff, Guest Relation Officer, Concierge, Business Center Secretary.

Duty Manager main tasks:

• Assist the Front Office Manager duties and Asssistant FOM in performing operational duties in the front office.

• Supports the smooth process of check-in and check-out at the front office

• Dealing with difficult guests and staff at the front desk

• Controlling operations around the front office include a lobby, restaurant, bar, lounge and guest room corridors.

• Report on each shift on the findings and events during work hours

• Welcoming the VIP guests along with Front Office Manager

4. Executive Lounge Manager
Work area Executive Lounge Manager: executive lounge, executive rooms

Immediate supervisor Executive Lounge Manager: Assistant FOM

Subordinate staff Executive Lounge Manager: Executive Assistant Lounge Manager

Main tasks of the Executive Lounge Manager:
• Ensure that reports and correspondence for the department are met with precise and meticulous.

• Ensure that the schedule has been well established.

• Ensure that guests are always updated data.

• Supervise and ordering goods on the executive floor.

• Assist in building a team efficiently with attention to the welfare, safety, training and staff development.

• Implement employee evaluations and review the overall appearance, and discuss areas for improvement penampillan.

• Supervise the staff always do the methods and standards that have been set.

• Ensure that staff receive adequate information regarding the wisdom of the hotel in connection with fire, health, and safety benefits.

• To study and evaluate operational procedures and standards in the executive lounge as well as provide suggestions for changes needed.

5. Front Desk Supervisor
Front Desk Supervisor work areas: the front office

Immediate supervisor Front Desk Supervisor: Duty Manager

Front Desk Supervisor subordinate staff: Front Desk Agent

Front Desk Supervisor main tasks:
• Directing the operational tasks in the front office reception

• Handle guest complaints that can not be solved by the Front Desk Agent

• Giving approval of the transaction paid out guests for a certain amount

• Giving housebank use approvals by the Front Desk Agent

• Directs the preparation steps the group receiving

• Set a schedule of each staff front desk

6. Chief Concierge
Chief Concierge work areas: the hotel entrance, lobby, bell desk, counter

Immediate supervisor Chief Concierge: Front Office Manager

Subordinate staff of Chief Concierge: Bellman, Doorman, Airport Representative

Chief Concierge main tasks:
• Ensure that all staff at the hotel concierge to get training on the system, telephone etiquette, standards of performance and philosophy of the hotel.

• Provide training to staff regarding: baggage handling procedures for VIP guests and entourage, and handling guest complaints

• Implement the vision and mission

• Provide a map of the city, setting airline ticket reservations and land transport and sea, as a provider of information about recreational activities, social and religious.

• Ensure that means of communication in the form of information boards (sign board) in the lobby is always correct and accurate.

7. Business Centre Supervisor
Business Centre Supervisor of the work area: the central business area

Immediate supervisor Business Centre Supervisor: Assistant FOMSubordinate staff Business Centre Supervisor: Bussiness Centre Secretary

Main tasks of the Business Centre Supervisor:
• Supervise staff to ensure maximum guest satisfaction through self-respect and warm attention and appropriate

• Organize and provide overall direction and implementation for both everyday and administration to all parts of the central business

• Provide an assessment of the appearance, discipline and efficiency of all employees under his supervision and berinisatif to take action when necessary

• Control and analyze on an ongoing basis, the cost of everyday expenses department to ensure that expenditures do not exceed the budget.

8. Bell Captain
Captain Bell of the work area: front office, lobby, guest rooms

Immediate superior Bell Captain: Chief Concierge

Main tasks of the Bell Captain:
• Set the duty of each Bellboy

• Receive and store goods deposited in a concierge guests

• Records and recorded a guest every item that has been stored in the luggage room.

• Ensure luggage room clean and orderly

• Controlling any goods stored or still in the lobby have a badge / pass the number of goods is clear.

• Set the Bellboy to prepare a trolley or bus pick up goods vehicles in the entourage that will be to the hotel.

• Route all Bellboy at each work shift.

9. Bellboy
Bellboy work area: lobby, front office, hotel room

Immediate supervisor Bellboy: Bell Captain

Bellboy main tasks:
• Lowering the guest of goods from cars

• Delivering goods guests will check-in

• Taking the goods according to the guest room guest room number.

• Helping guests bring items at check-out of the room to the lobby next to the hotel for guest vehicles.

• Store items marked with a special guest (luggage tags) for guests who have come to the hotel or guests who entrust the goods in belldesk.

10. Door Man / Door Girl
Work area Door Man / Door Girl: lobby, the front lobby area.

Immediate supervisor Door Man / Door Girl: Bell Captain

The principal tasks Door Man / Door Girl:
• Welcoming the guests and opened the car door

• Provide greeting to every guest that comes with friendly and smiling.

• Greet the hotel lobby and opens the door for guests entering the lobby or outside.

11. Receptionist / Front Desk Agent (FDA)
Work area Receptionist / Front Desk Agent (FDA): the front desk

Immediate supervisor Receptionist / Front Desk Agent (FDA): FO Supervisor

Main tasks of the Receptionist / Front Desk Agent (FDA):
• Welcoming guests at the front desk with friendly and polite.

• Conduct guest registration

• Take note of the deposit money for staying guests

• Handle guest check-out

• Serve exchange foreign currency to local currency

• Insert a guest who had checked in in a daily report.

• Calculating and be responsible for cash transactions during the staff on duty that day.

12. Guest Relations Officer
Guest Relations Officer work areas: lobby, front office, executive lounge, guest room

Guest Relations Officer direct supervisor: Supervisor GRO

Main tasks of the Guest Relations Officer:
• Monitor the VIP guests who stay, come and go

• Provide information about the hotel to guests and visitors

• Beramahtamah with subscription guest, guests staying on the executive floor and VIP on arrival

• hospitable to guests first arrive, & guests who stay for long periods of time (long staying guest)

• Make a greeting card (welcome card) for guests

• Welcoming the VIP guests in the lobby

• Driving VIPs and explain guest rooms will be occupied while carrying a room key.

13. telephone operator job
Phone operators work area: Front Office

Immediate supervisor telephone Operator: Front Office Supervisor

Duty Phone Operator:
• Answering incoming calls from both internal and external transfer directly to any destination extension

• Serving connect the phone either from guests or from the department

• Check the phone bill and handed it directly to the FO Cashier

• Handling services "Incoming and Outgoing" faxcimille and instantly make the bill

• Receive and distribute messages to guests and other departments

• Knowing the lay out of the hotel and its facilities

• Answering questions relating to the Event Activities and hotel facilities

• Understand how the operation of the PABX

• Maintain privacy of guest rooms in terms of providing information to outside visitors

• Matching guest print out phone account with FO cashier at each end of the shift

• Handle guest requests rooms to block the phone line (incognito)

• Handle and manage playback or radio cassette

• Attend monthly meetings

• Maintain good relations with guests, colleagues and other departments

• Always keep the standard "courtesy phone"

• Maintain cleanliness of work environment cheerfully swich Board Operator

• Always responsive and quick fix to complaints over phone service

• Perform other duties as directed and orders from superiors

14. Executive Assistant Lounge Manager
Lounge Area Executive Assistant Manager job: executive lounge, executive roomsImmediate superior Executive Assistant Lounge Manager: Executive Lounge Manager

Main tasks of the Executive Lounge Assistant Manager:
• Serving drinks and oshibori welcome (cold towels) on arrival

• Serve food and beverage orders at the executive lounge

• Taking and delivering clothes from the laundry rooms

• Opening, folding clothes and wrap guests

• Checking all guest rooms to come and prepare stationery

• Taking guests into the room and explain hotel facilities

• Send the paper, incoming faxes and messages for guests who stay and the guests who will come

• Working Shoe Shine if needed

• As a liaison between the VIP guests with other services such as housekeeping, GRO and Engineering.

15. Airport Representative
Representative work area Airport: airport / airport, hotel lobby

Immediate supervisor Airport Representative: Chief Concierge

The principal tasks Airport Representative:
• Prepare a guest list and hours of his arrival at the airport (expected time of arrival)

• Prepare the vehicle according to the number of guests and luggage are required.

• Prepare alternative vehicles if there are no hotels available vehicles.

• Prepare a welcome board in accordance with guest's name

• Call the hotel if you're ready to hotel or guest has not been successfully met at the airport.

• Taking guests from the hotel to the airport

16. Business Center Secretary Attendant
Secretary work area Business Center Attendant: business centerImmediate supervisor Business Center Attendant Secretary: Chief Business Centre

Main tasks of the Business Center Secretary Attendant:
• Provide services meeting arrangements with entrepreneurs

• Provide translation services, photocopies, facsimile transmission

• Assist and confirm ticket aircraft orders

• Responsible in carrying out administrative tasks associated with business center

• Providing internet usage

HOUSEKEEPING DEPARTMENT
Housekeeping is the department in charge of cleaning the guest room, guest area, area employees and is responsible for the cleanliness, tidiness, comfort throughout the hotel.
In the housekeeping department and there are some section positions include:

1. HOUSEMAN (PUBLIC AREA)

Immediate supervisor: HK SUPERVISOR

DUTIES AND RESPONSIBILITIES

• Implement any Public Area Cleaning, Offices, Lobby, Restaurant, Lounge, Bar, Toilet, Meeting Room and others.

• Check for cleanliness and conduct outside the area of the hotel building (garder, front hall Arcade / rented place that every salon, the stairs to the swimming pool) and so on.

• Maintain, maintain, locate and replace the potted plants or dileketakkan ditemaptkan in the Public Area of the above in point 1, for the beauty and comfort of the guests who come and see it.

• clean the furniture, flooring, carpet, glass, doors and frames, Astray on every table and the existing Standing Astray in the Public Area.

• Maintain any equipment or equipment used for work.

• Set-up function, restaurant and conference rooms where there is a meeting, party and others.

• Disposing of the rubbish that is in every Astray and Astray standing in place

.• Change and arrange re-arrangement of plants that are no longer suitable (less good).

• Clean guest parking area (in cooperation with the gardener).

• Report segaka damage, loss, events that are not supposed to HK Supervisor.

• At a certain period of implementing the General Cleaning.

• Plan and implement the Pest Control (to be cleared of mosquitoes, flies, mice and other insects).

• Create a mini garden for meeting rooms

2. ROOM BOY

Immediate supervisor: HK SUPERVISOR

DUTIES AND RESPONSIBILITIES

• Implement the following Cleaning every room accessories

.• Implement keersihan Roomboy Roomboy Trolley Station and follows its completeness.

• Implement the cleanliness of each corridor.

• Check all rooms at the beginning of her shift and make Room Boy ssuai Sheet about the situation room with a predetermined code.

• Take a linen or towels, cleaning supplies, guest supplies and equipment or other work, then set to the trolley and others.

• Controlling inventory, condition and cleanliness of each room in flornya completeness of each.

• Clean, replace and complete the appropriate standard such as bed room, bath room, bedroom furniture and other fittings

• Making the bed.

• Replace dirty linens or towels are dis ach room.

• Vacuum cleaning, mopping the floors to the rooms without carpets

• Report any damage, loss, events that are not supposed to FOR and HK Supervisor.

• Helping Valet (Laundry) to collect the dilaundrykan guest laundry.

• Helping Room Service issued a plate or utensils are dirty.

• Restoring linen or towels, the rest of the guest supplies, cleaning supplies, cleaning equipment to the Linen Room / Floor Roomboy Station respectively.

• Clean trolley or reordered.

• Changing rooms and status information to the FOR.

3. LINEN / UNIFORM Attendant

Immediate supervisor: HK SUPERVISOR

DUTIES AND RESPONSIBILITIES

• Implement Cleanliness, neatness, completeness and treatment of all Linen / Uniform Employee following their administration.

• Carry out duties as a Order Taker to all guest requests coming into the Housekeeping Department, following its administration.

• Sending and receiving soiled linen linen clean to / from the laundry and arrange neatly on the following temaptnya calculation and administration.

• Tailoring, repair the damaged linen or uniform and caring for a sewing machine.

• make Purchase Store requisition and approved by his superiors to the needs of both HK Dept. for completeness guests, office or public area.

• Creating Inventory Housekeeping Linen and Linen Towel Lost FB as well as a monthly recapitulation.

4. Housekeeping Supervisor

Immediate supervisor: EXECUTIVE HOUSKEEPER

Direct Subordinates: - Room Boy, linen attendant, Houseman

DUTIES AND RESPONSIBILITIES

• Implement the operational implementation in the Department HK

.• Implement administrative in Housekeeping Department.

• Implement monitoring and checks on cleanliness, completeness rooms, corridors, station or undue linen room.

• Carry out checks on the cleanliness and beauty of public areas (lobby, restaurant and garden), and utilities.

• Receive reports from the Front Desk of the expected arrival room, and ED, as well as continued attention to the subordinate (Roomboy).

• Checking the rooms and public areas, especially for guests CIP.

• Record and report on the "Missing Article", damages and outcome improvement.

• Provide guidance on work procedures and instructions to subordinates.

• Oversee administrative operations in the Housekeeping Department and Materials requisition.

• Provide guidance and organize General Linen and Uniform Room or Roomboy Station.

• Responsible for inventory Cleaning Supplies, Guest Supplies and all storage

• Receive reports from his subordinates and investigate and if necessary make a Request for repair.

• Lost and Found handle

• Create a report about a lost report, damage report monthly.

• Create a time schedule for the Housekeeping Department employees.

• Leading the set-up and clear-up furniture when there function and others.

• Manage employee leave and license.

• Conducting checks all areas of the hotel including the garden.

5. EXECUTIVE HOUSEKEEPER

Immediate supervisor: GENERAL MANAGER

Direct Subordinates: - ASSISTANT EXECUTIVE housekeeper

POSITION RESPONSIBILITIES

• Responsible for cleanliness, beauty and comfort throughout the neighborhood and area hotels, including hotel guest rooms, corridors of each floor, public areas (lobby, restaurant, Pub / Lounge), Park / Garden (whole plants either in pots or in the hotel including grass), the entire office area (including locker utility employees).

• Maintain all investments that are under the supervision of Housekeeping Department.

• To co-ordinate the work areas throughout the housekeeping staff.

• Making plans in the areas related to housekeeping, namely General Cleaning, Decoration, change or replacement of the composition of space and others.

• Conduct evaluation of the work and seek new methods of work systems and tools are more efficient to get the most out of work.

• Provide goods (equipment) requirements for all purposes of housekeeping and care for her.

• Supervise and plan on adding assets, including the purse gardening adapted to room occupancy and its control.

• mengandakan control in terms of saving without reducing the standard hotel

• Conduct inspections in all places within the hotel and also perform on the spot checking.

• Provide supervision to run smoothly between work plan that has been arranged with the implementation and reduce the obstacles caused.

• Accommodating, analyzing and acting as well as possible against any complaint from the guests.

• Provide better attention to the VIPs.

• Provide education and provide clues dalamusaha using methods really work as well as creating a comfortable working atmosphere within the housekeeping department.

• Controlling all goods are delivered according to housekeeping standards that exist.

• Conduct regular meetings or meetings by reviewing the work that has been done (job evaluation).

• conduct periodic analysis of the use of goods in department houskeeping.

6. EXECUTIVE ASSISTANT HOUSEKEEPER

Immediate supervisor: EXECUTIVE HOUSEKEEPER

Director Subordinates: - HK Supervisor

EXECUTIVE ASSISTANT POSITION RESPONSIBILITIES HOUSKEEPER

• Implement administrative housekeeping department.

• Receive reports from the Front Office, EA, ED and the Group of Informants

• Making plans in the areas related to housekeeping, namely General Cleaning, Decoration, change or replacement of the composition of space and others.

• Conduct evaluation of the work and seek new methods of work systems and tools are more efficient to get the most out of work.

• Supervise and plan on adding assets, including the purse gardening adapted to room occupancy and its control.

• Conduct inspections in all places within the hotel and also perform on the spot checking.

• Conducting an executive job to replace the supervisor if there is no place.
F & B DEPARTMENT

F & B department is the department that handle, process, and prepare dishes to guests and hotel employees.

In the F & B departments there are several positions, among others

1. Food & Beverage Director

Immediate supervisor: general manager

Subordinates: F & B manager, assistant F & B manager

Duties and responsibilities

:• Set menus, presentation systems, sales strategy, directing the implementation and assess the success

• Conduct analysis of competitors

• Develop budget kitchen FB Productions, F & B service and Stewarding

• Formulate operational cost control policy

• Dealing with issues that require immediate treatment

• Creating a harmonious relationship with colleagues and customers

• Conduct briefing on the department

• Propose to the boss, about the adjustment procedures and policies in an environment of food & beverage department if necessary

2. Assistant Food & Beverage Director

Bosses: F & B director

Subordinates: Waiter, Captain, F & B manager

Duties and responsibilities:

• Coordinate the implementation of activities between kitchen, F & B service and stewarding

• Develop work plan and assess its implementation

• Oversees the operational schedule of subordinates

• Monitor the results of physical inventory in the kitchen, F & B service and stewarding

• Monitor the implementation of the store room requisition

• Conduct performance assessment work of subordinates

• Implement the smooth operation of the various activities of the existing working relationship with the food & beverage department

• Coordinate and oversee the smooth preparation of the event event / function

• Dealing with issues that require immediate treatment and report to superiors

• Establish relationships with colleagues and guests

• Creating a harmonious relationship with colleagues and customers

• Provide direction and guidance to subordinates.

3. F & B Manager

Bosses: F & B director

Subordinates: waiter, captain

Duties and responsibilities:

• Coordinate operations at the outlets of food & beverage service

• Coordinate the preparation and overseeing the smooth implementation of the function / event

• Assist the smooth implementation of the physical inventory

4. Captain
Bosses: F & B manager

Subordinates: waiter

Duties and responsibilities

• heads of each shift in a restaurant

• Conduct oversight of restaurant operations

• Conduct checks on the equipment needed

• Conduct complaint handling

• Report on restaurant operations

5. Waiter

Bosses: Captain

Duties and responsibilities:

• Conduct a table set up

• Conduct pre-opening the restaurant

• Conduct closing the restaurant

• Record guest orders

• In order taker

• Prepare condiments and tools needed

6. Executive chef

Bosses: general manager

Subordinates: sous chef

Duties and responsibilities:

• To order the goods to the supplier

• Responsible for all kitchen operations

• Plan a menu that will be sold

• Calculate the food cost

• Signing the orders of goods

7. Sous chef

Bosses: executive chef

Subordinates: CDP

Duties and responsibilities:

• Make ordered items to the dry goods store

• heads the restaurant / outlets

• Controlling the work of subordinates

• Create a work schedule

8. Chef de partie

Bosses: sous chef

Subordinate: to chef

Duties and responsibilities:

• section heads each

• Create orders for goods approved by the sous chef

• Controlling the subordinates work

9. Demi Chef

Bosses: CDP

Subordinates: commis

Duties and responsibilities:
• heads of each of her shift

• Conduct operations Kichen

• Create custom ordered items

• Controlling the activities of subordinates

10. Commis

Bosses: by chef

Duties and responsibilities

:• Helps to work for chef

• Create custom ordered items

• Prepare materials that will be cooked

• Taking orders in the dry goods store

DEPARTMENT OF HUMAN RESOURCES

Human resources department is the department that handles various issues on the scope of the employee, employees, workers, managers and other workers to be able to support the activities of the organization or company to achieve its intended purpose.

In the human resources department terdri from several positions, among others:

1. Human Resource Manager

Duties and Responsibilities:
• Overseeing the course of activities in HRD

• Controlling activities in HRD

• Conduct workforce preparation and selection

• Development and evaluation of employees

• Provide compensation and protection for the employee

2. Training manager

Duties and responsibilities:

• Provide training to employees

• Recruit students who will perform on the job training

• Undertake the development of quality employees

• Responsible for subordinates

3. Human Resource staff

Duties and responsibilities:

• Running activities in HRD

• Serving employees who need the help of HRD

• Carry out orders given HR manager or training manager

ACCOUNTING DEPARTMENT

Accounting department is Responsible for all financial income and expenses at the hotel.
This section has several sections:

1. Finance Manager
Duty and responsibilities:

· approve the financial statements for approval by the GM, then GM submit to the director.

· approve the income and expenditure of money.

· approved a request from the department and expenditure items of goods from warehouse

· led the entire organizational structure appropriate accounting tbsp.

· responsible directly to the GM

2. 2. Supervisor Accounting

duty and responsibilities:

· prepare financial statements for approval to the FM

· supervise the work and bawahanya accountant.

· responsible directly to the FM Adm

Night Audit

duduty and responsibilities:

· oprational cashier check all in one day

· create a revenue summary at night

· submit summary along with the money the next day to the accounting back office after Chief cashier signed

· responsible to the FM Adm

4. internal Auditor
duty and responsibilities:

· examine accounting data from upstream to downstream

· cooperate or assist the task of accounting supervisor to help make the financial statements

· reported findings of financial irregularities to the FM

5. Cost Controller
duty and responsibilities

· doing accounting work and other related financial transactions before they occur

· researching, examining, approving requests from departments for goods FM approval

· examine all bills / invoices from suppliers before paid

· create / modify all product rates hotels before being posted

· responsible directly to the FM

6. Purchasing Supervisor
duty and responsibilities:

· good check requests that have been approved for suppliers of goods dicarikan

· knowing all the prices of consumer goods in the market for the manufacture of hotel purchase order

· create a monthly summary purchase to be reported to FM

· responsible directly to the FM

7. Store Room Supervisor
duty and responsibilities:

· keep all the items in warehouse

· manage the flow of goods in and out of the warehouse

· create a monthly summary (inventory) items to report to FM

· responsible to the FM

8. Chief Cashier
duty and responsibilities:

· led all outlets cashier

· Night Audit in collaboration with

· make a summary daily / monthly for FM

· responsible to the FM

9. Accountant
duty and responsibilities:

· assist the work of superior

· lead the work of subordinates: city ledger, accounts receivable, acc payable, general cashier and book keeper

· prepare financial statements Acct with supervisors

10. City Ledger
duty and responsibilities:

· check all the credit for making income-invoice to coustomer

· coustomer invoice is not paid in cash / credit to be submitted to a general cashier

· make a list of accounts for accountant