Hello Toolkit: Rooms division job descriptions

The front desk is where the welcome either happens or doesn't, and it's the hardest part of the operation to keep consistent when someone leaves. This pack describes all twenty rooms-division roles in plain terms — front office, guest relations, concierge, reservations, and the overnight team.

Inside — 20 roles: Rooms Division Manager, Front Office Manager, Guest Services Manager, Assistant FO Manager, Night Manager, Night Auditor, Duty Manager, Guest Relations Manager, Guest Relations Agent, Chef Concierge, Concierge, Receptionist, Butler, Bell Captain, Porter, Doorman, Valet, Reservations Manager, Reservations Agent, Telephone/Service Centre Operator.

Each role gives you its purpose, reporting line, core responsibilities, education and experience, and competency levels rated against the thousandHellos Competency Map. Bilingual — English and Português — with an employee/manager sign-off sheet on every one.

Delivered as a PDF. Look inside the cover, the index and a sample role before you buy.