ATTITUDE & RESPONSIBILITIES

OBJECTIVE:

Set the working attitude and responsibilities for all Front Office members in the manner of hotel standards

POLICY:

Do not argue and be impolite to guests. Always maintain cheerful attitude and smiling face to guests. Remember to treat guest with respect.

Never discriminate against any people, regardless of nationality, race, religion, color, sex or appearance. Give equal treatment for all.

Build a good teamwork. Be friendly, supportive and respect to all FO members, also to other colleagues from other departments. Try to build and maintain a good relationship to others.

Be honest and high responsible.

Do not decoy or recommend guests to outside businesses such restaurant, transportation, tailoring, etc… for the own commission.

Control your mental stress at work and always stay calm.

Follow all instructions and all work request given by FOM / AFOM / Duty Mgr / Supervisor. Please discuss with FOM / AFOM / Duty Manager if you find anything wrong.

Be professional and best mannerism at Lobby (workplace).

All changes in schedule shift must be approved by FOM / AFOM / Duty Mgr

Keep all guests’ information confidentially

All FO members must be present at workplace in prior 10 minutes before working shift.

Employees are not allowed to use hotel computers for any personal matters

The Lobby, front desk area and front office back office are the responsibility of Front Desk. Keep the work area clean and tidy.

A high sense of personal grooming and hygiene

Uniforms must be clean and neatly pressed. Ensure name tag is worn correctly. Shoes are polished

Hair should be groomed well. It is preferable for ladies to tie their hair up in a bun.

Do shave every day for male.

Nails should be manicured.

Soft cologne is preferable to heavy perfumes.

No body smell and smoking smell