Organizational Chart

        In Shangri-La the front office is perhaps the most important area of the organization. The employees that make up this department are the first and sometimes only representatives of the establishment with whom guests interact. Although the organizational structure of the hotel’s front office varies depending upon whether the facility is a small business or a large resort, certain roles are found within all organizations, such as listed below.

Front Desk Manager

        The front office manger or front desk supervisor overseas all front office operations for the hotel. As staff manager, this individual schedules employees to ensure that there is proper coverage and all times. They also implement any policies or procedures that are administered by hotel management. When VIPs, such as celebrities or dignitaries, stay at the establishment, they are often responsible for giving them the personal attention they require. In most instances, the front desk manager reports to the hotel’s general manager.

Reservations

        The reception and reservations employees of a hotel front office interact with guests the most. Reservation clerks communicate with perspective the guests via the telephone and Internet, scheduling their stays and documenting any special needs they may have. For example, if a guest requests a room on a nonsmoking floor, the reservation clerk will make special note of this, so that an appropriate room will be ready when the guest arrives.

Reception

        When guests arrive, front desk clerks check them in, imputing their names into the facilities registry, assigning them to a room and answering any basic questions or requests the guests may have throughout their stay. For example, a guest may call the front desk to report a leaky bathroom faucet. The clerk would then contact the maintenance department so that the appropriate repairs can be made. At the end of the guests’ stay, a front desk clerk checks them out. In addition, the clerk reports any concerns the guest man had to management.

Porter Service

        A hotel bellhop or porter greets guests once they checked into the establishment. This individual carries the guests’ luggage while showing them to their room. Ensuring that everything in the room is in order and properly working, the porter checks room equipment, such as lighting and ventilation. He may also instruct visitors in the operation of hotel systems, such as the television remote control and telephones.

Concierge

        The concierge of a hotel is a front office professional who coordinates guests’ entertainments, travel and other activities. Any time guests have a question, such as directions to local attractions, she finds the answer as quickly as possible. In addition, she makes restaurant reservations, orders car service and may even arrange personal shopping for the guests.

           
        

Feel free to contact one of their executives for more information about the Shangri-La Hotel, Kuala Lumpur.


Lothar Nessmann

Vice President / General Manager

Tel: (60 3) 2074 3504

lothar.nessmann@shangri-la.com



Johan Chan

Director of Sales and Marketing

Tel: (60 3) 2074 3577

johan.chan@shangri-la.com



Rosemarie Wee

Area Director of Communications

Tel: (60 3) 2074 3586

rosemarie.wee@shangri-la.com

http://www.shangri-la.com/en/property/kualalumpur/shangrila/details