Comparison And Contrast Of Capabilities Of Different Job Roles In Front Office Department At Waiwo Dive Resort

The Three Different Job Roles in Front Office Department of the Organization

Discuss About The Comparison And Contrast Of Capabilities?

In the modern era, the competition among businesses operating in hotel and hospitality industry has become highly intense. Furthermore, it is no longer easy for a company to attract new customers and retain the old ones (Ruetzler et al. 2014). Nowadays, organizations are required to adopt effective management practices to carry out the smooth functioning of all operations and business activities.

The present study includes comparison and contrast of the capabilities and competencies required for three different job roles in front office department of Waiwo Dive Resort, Indonesia. The three different roles selected are night auditor, reservation manager, and assistant front office manager.

Assistant front office manager- The person employed in this job role is also termed as deputy front office manager and reports to either general manager or to the front office manager (Bowen 2016). Furthermore, assistant front office manager plays a very important role in the absence of the front office manager in Waiwo Dive Resort, Indonesia. The assistant front office manager is responsible for ensuring the higher degree of satisfaction among clients or guest in the hotel. In addition to this, the manager also plays the vital role in managing proper coordination between back office and front office department within Waiwo Dive Resort, Indonesia. The manager is responsible for increasing sales and profitability of the business. In addition to this, assistant front office manager also is also responsible for dealing with issues linked to employee and customers (Albayrak & Caber 2015). Overall management and motivation of employees working in Waiwo Dive Resort, Indonesia is also taken care by the manager.

Night Auditor – Front manager of the hotel is considered as the reporting authority of night auditor in the hotel. A person working on this position is required to carry out activities such as preparing Waiwo Dive Resort’s cash summary, examining the overall accounting data and records of the hotel, tracking the financial records on a daily basis, etc. Posting of taxes and room charges in the account of guest staying in the hotel is also the key responsibility of night auditor (Andrews 2013). Assigning charges to their respective departments and cross checking the front office transaction with document evidence are also some important responsibilities which need to be accomplished by night auditor. Taking out the print and filling up of next day reservations in Waiwo Dive Resort, are some other roles associated with the position of night auditor in the hotel. Effective organizing skills are mandatory for a person working on job role of night auditor as these skills supports in managing the database and other essential reports in the best possible manner (Robinson et al. 2014).

Comparison and Contrast of Capabilities and Competencies of Three Job Roles

Reservation manager – The reservation manager reports to front office manager of the hotel. Furthermore, the reservation manager is required to deliver fast, effective and adequate reservation services. It helps in achieving the higher degree of satisfaction among guests and thus contributes to the overall growth of hotel (Kang et al. 2015). The reservation manager works closely with the front office department of Waiwo Dive Resort, with an objective to developed and implement different working policies. The manager is also responsible for assigning the day to day task and activities to reservation staff working in the hotel. Other than this, the manager is responsible for enhancing the skill set and knowledge base of the reservation staff by carrying out different training programs. These training programs help employees to enhance their overall competencies and become more productive in terms of delivering fast, accurate and satisfactory services to all the hotel guests (Rao & Sahu 2013). Comparison and contrast of capabilities and competencies of three job roles

Job Role Capabilities  Competencies

Welcoming guest and encouraging higher degree of customer loyalty

Developing long term relation with hotel guest

Dealing with issues and grievances of hotel client’s or guest

Understanding and satisfying the need/demand of customers

Developing monthly and daily report

Strong communication skills

Effective management skills

Problem solving abilities

Result oriented

Ability to develop strong bond and relation with customers

Diploma in hotel and hospitality management

Capable of developing pricing strategy

Posting all charges

Verification of the charges posted

Auditing the charges posted and balance available

Maintaining records of revenue generated through rooms, restaurant and calculating the occupancy percentage

Attending the early morning calls

Effective organizational skills

Strong management skills

Computer skills

Ability to work on different software

Generation of audit reports

Satisfactory customer service

Setting up rates by working with the sales team

Revenue stream forecasting

Managing the reservation staff

Increasing the rate of customer guest satisfaction

Knowledge about the international system of hotel

Management of staff and hotel records

Training skills

Policy development

Hotel management graduate from recognized university

From the above-mentioned table, it has been analyzed that the capabilities and competencies for three different job roles have some similarities and differences. It can be stated that the selected three job positions in front office department require effective communication and management skills. Here, the management skills are essential because it helps employees to carry out the smooth flow of all operations and activities (Quintana, Park & Cabrera 2015). In addition to this, management skills also support in accomplishing the targets of sales and profits of Waiwo Dive Resort. Another common capability required in the mentioned- above three roles is that all the selected roles focus on attaining the higher degree of customer satisfaction by meeting the need and demand of hotel guest. However, it can be critically argued that in certain competencies the selected roles contrast each other. For example job role such as assistant office manager demands competencies such as resulted oriented and problem-solving skills.

A person working as an assistant office manager should be able to deal with issues and queries of the hotel guest, and at the same time, he/she should be capable enough to resolve the same in the best possible manner (W O’Neill & McGinley 2014). In addition to this, assistant office manager should be capable enough to develop the overall pricing strategy of Waiwo Dive Resort, and this competency is not required in job roles such as night auditor and reservation manager.

On the other side of this, the role such as night auditor also require some other competencies which are not demanded by other selected job roles. It can be justified by the example that a night auditor needs to be competent enough to work on various software and at the same time he/she should be able to generate various audit report (Gummesson 2014). The job role of reservation manager demands competencies such as knowledge and understanding about international hotel system and this competency is not mandatory for job roles such as assistant front office manger and night auditor.

However, it can be expressed that the similarity between the selected three job roles in Waiwo Dive Resort, is that all these roles demand a minimum qualification i.e. graduation in hotel and hospitality management from a recognized college or university. Apart from this, work experience is also required to get the position of night auditor, reservation manager and assistant front office manager in Waiwo Dive Resort, Indonesia.

Conclusion

From the above carried out study, it can be concluded that the job roles such as night auditor, reservation manager, and assistant front office manager in the front office department have certain similarities and differences. Furthermore, management and communication skills are the core and common competencies required to accomplish the selected three different job roles.;

References

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