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Guidance for who work in Front Office hotel and want to get an executive position as GM and above
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MANAGING CAREER IN HOTEL INDUSTRY Series 100 Front Office Career Path, Skills Mapping and Competencies By: Drs. A. Agus Purwanto, SE MM CHA
DISCOVER THE RIGHT OCCUPATIONIN HOTEL INDUSTRY 1.FRONTOFFICE 2.HOUSEKEEPING 3.SALESANDMARKETING 5.FOODANDBEVERAGE 6.SECURITY 7.HUMANRESOURCE 8.ENGINEERING 9.ACCOUNTING By: Drs. A. Agus Purwanto, SE MM CHA
Front Office • The Front Office department is the hub of the property and it is where guests form their first and last impressions. Employees are in constant contact with guests, and have a diverse work exposure within the property. • Primary Roles and • Responsibilities • Welcome guests • Upselling rooms and services • Maintain guest accounts • Provide services and information to guests throughout stay By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTEL By: Drs. A. Agus Purwanto, SE MM CHA
CONCIERGE By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP - BELLHOP/BELL ATTENDANT Concierge Operations Job Role: Bellhop/Bell Attendant By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP - BELLHOP/BELL ATTENDANT (continue…) SKILL AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – BELL CAPTAIN Concierge Operations Job Role: Bell Captain By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP - BELLHOP/BELL ATTENDANT (continue…) SKILL AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – ASSISTANT CONCIERGE Concierge Operations Job Role: Assistant Concierge By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – ASSISTANT CONCIERGE (continue…) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – ASSISTANT CONCIERGE (continue…) SKILL AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – CONCIERGE Concierge Operations Job Role: Concierge By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – CONCIERGE (continue…) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – CONCIERGE (continue…) SKILL AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – CHIEF CONCIERGE/ASSISTANT CHIEF CONCIERGE Concierge Operations Job Role: Chief Concierge / Assistant Chief Concierge By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – CHIEF CONCIERGE/ASST. CHIEF CONCIERGE (continue…) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – CHIEF CONCIERGE/ASST. CHIEF CONCIERGE (continue…) SKILL AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
FRONT OFFICE OPERATIONS By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Front Office Officer/Guest Services Officer/Guest Relations Officer/Front Office Agent/Guest Services Agent/Guest Relations Agent Front Office Operations Job Role: Front Office Officer/Guest Services Officer/Guest Relations Officer/Front Office Agent/Guest Services Agent/Guest Relations Agent By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Front Office Officer/Guest Services Officer/Guest Relations Officer/Front Office Agent/Guest Services Agent/Guest Relations Agent (continue….) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Front Office Officer/Guest Services Officer/Guest Relations Officer/Front Office Agent/Guest Services Agent/Guest Relations Agent (continue….) SKILL AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Front Office Executive/Guest Services Executive/Guest Relations Executive/Front Office Supervisor/Guest Services Supervisor/Guest Relations Supervisor Front Office Operations Job Role: Front Office Executive/Guest Services Executive/Guest Relations Executive/Front Office Supervisor/Guest Services Supervisor/Guest Relations Supervisor By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Front Office Executive/Guest Services Executive/Guest Relations Executive/Front Office Supervisor/Guest Services Supervisor/Guest Relations Supervisor (continue…) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Front Office Executive/Guest Services Executive/Guest Relations Executive/Front Office Supervisor/Guest Services Supervisor/Guest Relations Supervisor (continue…) SKILL AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Assistant Front Office Manager/Assistant Operations Manager/Duty Manager/Guest Services Manager/Guest Relations Manager Front Office Operations Job Role: Assistant Front Office Manager/Assistant Operations Manager/Duty Manager/Guest Services Manager/Guest Relations Manager By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Assistant Front Office Manager/Assistant Operations Manager/Duty Manager/Guest Services Manager/Guest Relations Manager (continue…) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Assistant Front Office Manager/Assistant Operations Manager/Duty Manager/Guest Services Manager/Guest Relations Manager (continue…) SKILL AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
CLUB FLOOR OPERATIONS By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Butler/Club Floor Officer/Club Floor Agent Club Floor Operations Job Role: Butler/Club Floor Officer/Club Floor Agent By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Butler/Club Floor Officer/Club Floor Agent(continue….) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Butler/Club Floor Officer/Club Floor Agent(continue….) SKILL AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Butler Supervisor/Club Floor Executive/Club Floor Club Floor Operations Job Role: Butler Supervisor/Club Floor Executive/Club Floor By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Butler Supervisor/Club Floor Executive/Club Floor(continue….) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Butler Supervisor/Club Floor Executive/Club Floor(continue….) SKILLS AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Head Butler/Butler Manager/Club Floor Manager Club Floor Operations Job Role: Head Butler/Butler Manager/Club Floor Manager By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Head Butler/Butler Manager/Club Floor Manager(continue….) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Head Butler/Butler Manager/Club Floor Manager(continue….) SKILLS AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
FRONT OFFICE MANAGEMENT By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Front Office Manager/Operations Manager Front Office Management Job Role: Front Office Manager/Operations Manager By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Front Office Manager/Operations Manager(continue….) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Front Office Manager/Operations Manager(continue….) SKILLS AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Rooms Division Manager/Director of Rooms Front Office Management Job Role: Rooms Division Manager/Director of Rooms By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Rooms Division Manager/Director of Rooms(continue….) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Rooms Division Manager/Director of Rooms(continue….) SKILLS AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Hotel Manager/Resident Manager/Executive Assistant Manager Front Office Management Job Role: Hotel Manager/Resident Manager/Executive Assistant Manager By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Rooms Division Manager/Director of Rooms(continue….) By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – Rooms Division Manager/Director of Rooms(continue….) SKILLS AND COMPETENCIES By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – General Manager Front Office Management Job Role: General Manager By: Drs. A. Agus Purwanto, SE MM CHA
SKILLS FRAMEWORK FOR HOTELSKILLS MAP – General Manager (continue…..) By: Drs. A. Agus Purwanto, SE MM CHA