<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Doppy:
Great thread - thanks for sharing.
I was wondering if you can run through the chain of command and their respective titles, beginning with the front desk.
For instance, if I had a check-in or general issue (not specific to housekeeping or something like that) at the front desk, who is above the front desk agents, and who's above that person and who's above that person?
Thanks
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Another good question. Keep in mind that the front desk is part of the Front Office Department which includes Reservations. The hierarchy goes something like this: (from lowest to highest).
1) Front Desk Agent: the person who most likely checks you in.
2) Front Desk Supervisor: this person is "head of the Front Desk Agents". Very few differences from the agent, but has a few extra responsibilities.
3) Assistant Front Desk Manager: There will be at least one of these during every shift. If there is a problem this will most likely be the person you deal with. (Unless it is a BIG problem).
4) Front Desk Manager: More of a 9 to 5 job, but usually there on the weekends as well. This person has very little customer contact relative to the first three, but will deal with big shot guests and MAJOR problem guests. This person will have the final say on employee reviews, and will make decisions on hiring and firing.
5) Front Office Manager: In charge of front desk AND reservations AND guest services (doormen, bellhops, etc.). This person has almost no customer contact, but any decision the Front Desk Manager makes must be cleared through this person.
6) Rooms Division Manager: You will never see this person.
Hope that helps.