INDUSTRY ROLE MODEL CASE STUDY 2 A typical day for Katarina Burikova, Front of House Manager, The Cavendish, London Introduction This case study follows on from Case Study 1 which contains background information about The Cavendish hotel and a personal profile of Katarina Burikova, Front of House Manager at The Cavendish, London. Case Study 2 comprises a list of typical duties and tasks undertaken by a Front of House Manager on an early shift and on a late shift. Many thanks to Katarina and to The Cavendish for providing this information.
The Cavendish, London, is a quality work placement provider with Springboard’s INSPIRE Scheme.
This modern, stylish Piccadilly building has remained at the forefront of London hotels for the past few centuries. In the Edwardian era The Cavendish London was run by Rosa Lewis, the infamous "Duchess of Duke St." Famous throughout London Society for her hospitality and cooking, The Cavendish Hotel London continues this tradition today - the attentive staff, variety of facilities and the meticulous care in all the services offered ensure each guest’s stay is as enjoyable as possible.
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Front of House Manager – Typical Early Shift Duties 07:00 07:00 07:15 07:30 07:15 07:45 08:00 08:00 08:10 08:12 08:15 08:30 09:45 10:00 10:15 11:00 11:00 11:30 13:00 14:00 14:45 15:00 15:10 15:15 15:20 15:30
Handover from Night Manager - discuss any issues, follow ups and other information Check the Morse Watchman report, download information and highlight issues with DFOH/FOHM Count float ensuring money is correct - highlight any issues with DFOH/FOHM Follow up with DM log, resolve any outstanding issues Check e-mails & Opera Traces Lobby Walk around - Check C&B signage, check internet terminals and newspapers are available Print Departures list for Mini bar attendant Check arrivals - highlight any missed requests with reception team Ensure that VIP DM welcome alerts are set within Opera Check for VIPs with bathrobes and place do not move on their rooms. Walk around departments, checking for any issues, sickness etc. Lobby Duty - see Lobby duty tasks Prepare for the 10 o'clock morning meeting Read out DM's log and VIPs at the meeting as well as H&S card for the day Ensure that all toilets are checked for security and cleanliness - highlight issues in HOTSOS Follow Up any outstanding Pay Masters in system On Friday Fire bell test, place signage in Lobby & remind all FOH staff Lobby Duty - see Lobby duty tasks Check traces for VIP amenities & give to R/S - During week follow up with Switchboard Start to prepare handover & 15min Training for the day Count float and bank any money Check the Correction and Rebate forms - highlight any abnormalities Assist receptionists with banking and float checking Handover with Late Duty Manager, Reception handover & 15 Daily training Check the Reception Morning Task Sheet ensuring all tasks have been completed and signed. Complete the D.M Logbook for your shift
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Front of House Manager – Typical Late Shift Duties 14:30 14:30 14:30 14:30 14:30 15:30 15:35 15:45 16:00 17:00 18:30 20:30 20:45 20:45 21:00 21:00 22:15 22:45 22:50 22:50 Weekends
Handover from early duty manager - discuss any issues, follow ups and other information Count float ensuring money is correct - highlight any issues with DFOH/FOHM Follow up with DM log, resolve any outstanding issues Check e-mails & Opera Traces Lobby Walk around - check internet terminals and newspapers are available Check if C&B signage needs to be changed for evening events Check any new on the day bookings for VIP or special requests Ensure that all toilets are checked for security and cleanliness - highlight issues in HOTSOS Lobby Duty (ensure breakfast letter is being given) Start Dinner breaks Lock offices on Mezzanine floor Assign VIPs for following day’s arrivals Assign Zip & Link rooms for the next day - ensure traces are left for H/K team Mini Bar late charges to be completed and sent out to guests Ensure all outgoing bills have been franked and placed in the post box Security walk round using Morse Watchman Check the Correction and Rebate forms & counter sign Complete the DM Logbook for your shift Handover to Night Manager - discuss any issues, follow ups and other information Check the Reception Late Task Sheet ensuring all tasks have been completed and signed. During weekends remember to check reservations fax machine and emails
For further information about The Cavendish and details of job opportunities please visit: www.thecavendish-london.co.uk
The Lobby
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