Resort Management: Roles And Responsibilities

Role and primary responsibilities of front desk staff

Discuss about the Resort Management for Roles and Responsibilities.

There are a series of responsibilities that resort need to manage effectively. From managing the staff in several department and keeping up to on the trends to assure that the customers are comfortable as well as satisfied with the stay; thereby the resort manager needs to be qualified professional to handle this increasing range of responsibilities. The roles and responsibilities of the employees of the resort could vary based on the type of the resort. Thus, to understand the roles and responsibilities of one particular category of resort staff, the report considers Legion E-Sport Resort, which is situated in Phoenix Island, Sanya, China. The gross floor ratio of the resort is around 47.00%.  The current report focuses on the primary responsibilities of front house staff of Legion E-Sport Resort.

Primary responsibilities- The people who work at the front desk of the resort are the person that visitors see when they walk in and out.  The posture and the gesture of the receptionist makes the visitors ask for help and information and because of this reason receptionist needs to be clued up on the things going around the resort.  The receptionists may turn to the receptionists for information regarding the areas, where they could eat, sit and enjoy trip.

The front office staff or the receptionists need to perform all of the major duties such as directing phone calls, filling as well s replying to faxes and replying to the mails. The receptionist also should take the responsibilities of keeping the record of staff that have not come and come to the office. The personnel involved in this particular job role need to ensure all files, papers and documents are kept confidential, especially the customers information and billing transactions. The receptionist might have to help the office clerk whenever they require help it. This may require the receptionists to do invoice preparation, filling, updating system work, data entry and photocopying.

Moreover, the front office staff or the receptionists need to arrange the travel for the manger of the resort going the meeting and making sure that they have the accommodations. Sometimes, the front office staff have to ensure that office equipments supply is always replenished as well as in operational order. This may include the computers, photocopiers and the basic equipments such as stationary.  As mentioned by Ali,  Hussain and Ragavan (2014) the front office staff have to take the responsibility by teaching the junior the ropes and helping the junior employees get through the day and showing them how to take care of the their jobs. Furthermore, it is also the responsibility of the front office staff  to ensure that the junior staff does what required to be done and the job’s are done as well as the front office house is in uniformed state.

It is very evident that night audits have to take a large variety of responsibilities starting from posting room charges on guest accounts.  The night audits have to perform the duty of processing visitor charges voucher and crediting card voucher. The night audits sometime take the responsibilities transferring charges and depositing to master accounts. It is observed that some large resorts put a wide range of duties and responsibilities on the night audits; even sometimes, few tasks may not come under the responsibility of the night audit but due to the unavailability of the staff, the night audit perform that task. The responsibility of the night audit extends to the task of monitoring the current account status of coupon, discounting as well as other promotional programs. Most important duty of the night audit is to keep the track of room revenue and occupancy percentage as well as other front office statistics.  It is also identified that all cash check, credit card activities are usually conducted by the night audits in the resort.

Primary responsibilities of night audits

Daily routine task of Night audits- As the daily routine task, the night audits perform the task of checking figures, posting and preparing the documents for accuracy. The night audits tend to record, keep, access as well as analyze the financial information. Furthermore, they take the responsibility of balancing the day’s charge and making correction as required. As mentioned by Ali and Amin (2014), the night audits have the ability to function as a front desk agent particularly in terms of check in and checkout procedures.  

Cooperation with others: It is necessary for the night audits to cooperate with the other colleagues in the workplace. In addition, the resort provides the appropriate training and development session for the staff for building an effective organizational culture.  For example, the some employees may run late or may not come; in such situation, the organization needs to  arrange the work by other staff. Thus, employees of each department have been trained with such behavior and practice.

Primary responsibilities- The reservation agents of the resort take the responsibility of processing reservations by mail, telephone, telex and central reservation system referral.  In addition, the reservation agent of the Legion E-sport resort has to process the reservations from the sales office as well as other hotel department.  People performing this particular job role need to know the type of room available as well as location and their layout.  They should know selling status, rates as well as benefits of all package plans. The reservation agents of the resort must know the credit policy and the process of coding each reservation.  The reservation agents need to create as well as maintain reservations records based on the current dates and alphabetical listing.  In addition, they may have to determine the room rates based on the selling tactics of the hotel. As put forward by Canavan (2014), the reservation agent of the resort should enhance the skills of communicating the reservation information to the front desk. They should have proper knowledge and information regarding the hotel policy on guaranteed reservations as well as no-shows.

Daily routine task of reservation agent- The reservation agent of the hotel needs to process advanced deposits on the reservations and track future room availabilities based on the reservations. As the daily responsibility, the reservation agent of the resort needs to develop the revenue of the room and occupancy forecast.  

Cooperation with the others- As put forward by Carroll and Buchholtz (2014) the reservation agents of the resort should have good communication skills to interact with the visitors and other staff that are working in the resort. Reservation agents should also have the skills of decision making as sometimes the senior reservation agent or the leader may not come, in such situation, agents could use the skills to handle any unexpected situation.

The concierge of the resort plays a large range of duties and responsibilities to promote the effectiveness of the operation. The concierges improve a strong knowledge of the resort’s facilities and services of the surrounding community. The concierges of the resort provide the visitors with information regarding the attraction, facilities, services and activities in and outside the area of the resort. As the major responsibility of the job, the concierge prepares the guest reservation for the theater as well as other type of entertainment when necessary.  The concierge needs to organize special functions as directed by the management. As the duty of their job, the concierge of the hotel need to ensure that all necessary equipment maintained properly with sufficient stock for regular operation. The concierge also takes the responsibilities of ensuring that orderliness as well as safety guidelines across the lobby as well as front door areas.

Daily routine task of the concierge in the resort- As the daily task, the concierge of the resort need to maintain develop and maintain a clean, healthy as well as safety-working environment. The people involved in this particular role need to coordinate guest request for special service or the equipment with the special department.  The concierge also needs to contact the roomed guest periodically to ascertain any particular needs as well as handle customer complaints and resolve the issues to the extent possible.

Coordination with others: Concierge needs to learn the skills of approaching the guest regarding the needs. They should learn the posture and gesture while communicating with others. This might help them to even communicate with the senior colleagues in the resort.

Primary responsibilities- The bellboy of the resort needs to check the daily arrival list of VIP guests with the special requirement. The bell staff of the resort needs to ensure the collection as well as delivery of visitor luggage as well as the equipment on time.  As put forward by Ali and Amin (2014), the bell staffs are the people who take care of the baggage services and the services are constraints between the lobby area and the guest room. On the contrary, the door staff of the resort takes responsibility of providing the curb –side baggage and services. The door attendants also take the responsibility controlling the traffic at the hotel entrance. Conversely, Valet parking staff provides parking service for guest automobiles. In addition, the Valet parking attendants are also responsible for the security of vehicles that are moved to as well as from the hotel entrance.  The Valet parking staff is not supposed to take care of their care without issuing a receipt to the guest. Likewise, it is the responsibility of valet parking staff to keep the cards in the secure area and issue by the qualified personal.

References

Ali, F., Hussain, K., & Ragavan, N. A. (2014). Memorable customer experience: Examining the effects of customers experience on memories and loyalty in Malaysian resort hotels. Procedia-Social and Behavioral Sciences, 144, 273-279.

Ali, F., & Amin, M. (2014). The influence of physical environment on emotions, customer satisfaction and behavioural intentions in Chinese resort hotel industry. Journal for Global Business Advancement, 7(3), 249-266.

Canavan, B. (2014). Sustainable tourism: development, decline and de-growth. Management issues from the Isle of Man. Journal of Sustainable Tourism, 22(1), 127-147.

Carroll, A. B., & Buchholtz, A. K. (2014). Business and society: Ethics, sustainability, and stakeholder management. Nelson Education.

Goodhart, C. A., & Schoenmaker, D. (2014). The ECB as lender of last resort?. VOX CEPR’s Policy Portal.

Kasim, A., Gursoy, D., Okumus, F., & Wong, A. (2014). The importance of water management in hotels: a framework for sustainability through innovation. Journal of Sustainable Tourism, 22(7), 1090-1107.