Function Manual For The Accommodation Sector

MANUAL OF FUNCTIONS FOR THE LODGING SECTOR
The functions manual contains the specific responsibilities and duties of the
different positions that make up the organizational structure of the lodging
establishment.
It is generally used in lodging establishments that are functionally structured, that is

to say, they are divided into departments where the different areas of this structure
are grouped, defining the characteristics of each job position.
It is the fundamental basis of an establishment that provides lodging services,

since thanks to it, the functions of each area and department of the establishment
can be identified, allowing each person to assume his or her responsibilities.
It outlines the functions of the positions and serves as a reference for each
department, detailing the employee's functions, responsibilities, level of autonomy
and job requirements.
GERENTE
A&B ALOJAMIENTO
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Table of Contents
1.1 manager
1.2 Head of A & B
1.3 Hostess
1.4 Chef
1.5 Waiters
1.6 Barman
1.7 Stewart
1.8 Accommodation Manager
1.9 Housekeeper
1.10 Floor Supervisor
1.11 Waitress
1.12 Reservations and reception
1.13 Receptionists
1.14 Reservations
1.15 Night auditor
1.16 Janitor
1.17 Buttons
1.18 Goalkeepers
1.19 Ballet parking
1.20 ATMs
DESCRIPTION OF CARGOVBB
JOB TITLE MANAGER
AREA OR UNIT MANAGEMENT
POSITION OF IMMEDIATE MANAGER

SUPERVISOR
IMMEDIATE SUBORDINATES Assistant and heads of areas, (administration, commerce, lodging,

A and B)
NO. DEPENDENTS 5PERSONS
Management is a position held by the director of a company

whose multiple functions include representing the company before
third parties and coordinating all resources through the process of
planning, organization, direction and control in order to achieve
established objectives.
The management, regardless of the sector in which it operates,

must prepare a market plan, this must meet certain requirements
to be effective; demand of those responsible, a realistic approach
to the situation of the company that its preparation is detailed and
MAIN PURPOSE OF THE complete must include and develop all the objectives, must make
POSITION practical and acceptable mandates for all staff of certain priority
and sharing all its improvements with all the staff in charge of the
company.
Establish some key points for the productive development of the

hotel industry among its functions may be:
1. Appoint all management positions.
2. Conduct periodic evaluations of the performance of the different

departments.
3. Plan and develop short and long term goals along with annual
objectives and submit projections of such goals for approval of
corporate managers.
4. Coordinate with administrative offices to ensure that records
and their analysis are being executed correctly.
5. Create and maintain good relationships with customers,
corporate managers and suppliers to keep the company running
smoothly.
MAIN PURPOSE OF THE This means that a general manager usually oversees all
POSITION marketing and sales functions of a company, as well as day-to-
day operations. Frequently, the general manager is also
responsible for leading and coordinating strategic planning
functions.
PROFILE REQUIRED FOR THE POSITION
Academic studies - Professional or technologist in business administration.

- Professional studies in administration or related careers.
- English proficiency
- Management of hotel systems.
Training for Work and Human - Knowledge of inventories.
Development - Experience in the activities of the position
- Management of the development of the company's
activities
Areas of Previous Experience - manager of lodging establishments.
- Coordinate internal resources

- Represent the company
- Monitor goals and objectives
Essential Basic Knowledge - Working on long-term projects
- Vision towards a common goal.
- Provide leadership and coordination capacity.
- Strategic planning of activities
- Organization
- Address
- Control
- Applying the rules
- Increase the administrative process
- Manage personnel
Technical Competencies - Reporting
Required - Develop marketing techniques
- H & T accounting information systems (hotel and tourism)
- Work plans
- teamwork.
- Leadership attitude.
- To have the gift of command.
Behavioral Competencies - Decision-making capacity.
- Fighting spirit.
- Listening skills
- Communication skills
Activity history
Elaborated Received Approved
Cristian Felipe Salazar Cristian Felipe Salazar Cristian Felipe Salazar
Elaborated: Received Approved
Date 10-08-2012 Date:10-08-2012 Date:10-08-2012

Internal code
0614-2000-30-14
Functions to be Performed by
the Manager
 To direct, coordinate, supervise and dictate rules for the efficient development
of the Entity's activities in compliance with the policies adopted by the Board
of Directors.
 Submit to the Board of Directors the plans required to develop the Entity's
programs in compliance with the policies adopted.
 Submit for the approval of the Board of Directors, the proposed budget of
income and expenses for each fiscal year, as well as the periodic financial
statements of the Entity, on the dates specified in the regulations.
 Present to the Board of Directors for approval, the short, medium and long
term development plans.
 Submit for the approval of the Board of Directors the investment budget
projects and the operations included within its corporate purpose, as required.
 Prepare and submit for approval of the Board of Directors, the Internal Bylaws
of the Entity and its amendments.
 To enter into all operations included in the object of the Entity.
 To constitute mandates to represent the Entity in judicial and extrajudicial
business and to exercise the necessary actions in defense of the institutional
interests.
 To constitute mandates to represent the Entity in judicial and extrajudicial
business and to exercise the necessary actions in defense of the institutional
interests.
 Appointing, installing and removing the Company's public employees. To enter
into contracts with official workers.
 Represent the Company as a legal entity and authorize with its signature the
acts and contracts in which it has to intervene.
 To ensure the correct collection and investment of the Entity's and Members'
resources.
 Represent the shares or rights held by the Entity in other organizations.
 
 To adopt the regulations, function manuals and dictate rules and procedures
necessary for the fulfillment of the Entity's activities.
 To order expenses, recognize and arrange for payments to be made by the
Company.
 Approve, in accordance with the established regulations, the admission of
voluntary members to the Entity.
 To delegate such functions as it deems necessary in accordance with the
regulations in force on the subject.
 To distribute the global staff and create the internal work groups deemed
necessary for the fulfillment of the Entity's functions.
 To demand the guarantees and take out the necessary insurance policies for
the protection of the company's assets and property interests and other risks
whose protection is deemed socially and economically profitable for the
participants and the Fund.
 Submit annual management reports to the Board of Directors.
 Present a quarterly report on the management of the investment portfolio to
the Board of Directors or when required by the Board of Directors.
 Fulfilling all those functions related to the organization and
 operation that are not expressly attributed to another authority.
DOCUMENT CONTROL
Prepared by: Cristian Reviewer: Cristian Felipe Approved: Cristian Felipe
Felipe Salazar Salazar Salazar
date 01/02/2011 date 03/12/2012 date 04/12/2012
Internal code
YUFSA HOTELS
0614-2000-30-14
Function Manual
DEPENDENCE Management
LEVEL: Management
INTELLIGENCE
Most successful managers have an IQ above 120, the normal is 80, in

addition to having adequate emotional maturity and impulse control.
Emotional intelligence facilitates performance and allows success in
management, mainly through the good management of interpersonal
relationships, clear communication and a willingness to adapt to
different styles of people and situations and good use of work methods.
AUTONOMY
They are people who set goals and evaluate themselves in the medium
JOB PROFILE and long term. They project assumptions into the future. They make
DESCRIPTION good decisions quickly, analyzing different alternatives. They are
capable of correcting errors.
CREATIVITY AND INNOVATION
They generate new ideas, and if they are not creative, they manage to
use the experience in new situations. Improve existing tools and
methods.
EMPOWERMENT
They delegate with confidence, recognizing the characteristics of each

employee and providing support when needed. They communicate
openly and spontaneously with their group allowing all information to be
known when working on a project.
LEADERSHIP
They give freedom to their collaborators by monitoring results, teaching

based on suggestions, giving room for the contribution of ideas and
JOB PROFILE listening to their staff. They are people with a cordial, friendly and
DESCRIPTION attentive to the characteristics of others. They adapt to groups through
flexible behavior and openness to dialogue. They do not judge, they
understand more than they criticize. They are humble and supportive. If
something does not satisfy them, they look for the moment and the way
to express it. To resolve conflict situations they put distance and accept
objectively.
 Experience in the company's sector.

 Ability to work as part of a team.
 Ability for interpersonal relationships.
THE IDEAL SOUGHT IN  Good communication tools.
AN OPTIMAL PROFILE:  Strong customer orientation.
 General focus.
 Global thinking.
Plan and control the ongoing operations of the hotel under his
supervision so as to produce a satisfactory level of profit. Planning,
organization, motivation and control, and evaluation of results.
 Improve work procedures

STRATEGIC OBJECTIVE  Provide basic information
 Promote investment in the hotel and gastronomic sector.
 Design programs to promote and disseminate tourism.
 Generate new tourism concepts: ecotourism and alternative tourism.
RELATED AREAS:
IMMEDIATE SUPERVISOR Manager

POSITION:
JUNIOR POSITIONS: Assistant and heads of areas (administration, commercial, A and B,

lodging )
POSITION DESCRIPTION 0614-2000-30-14
Name of position Table and bar manager

Name of manager in charge chief
Area or unit A & B Department
Position of immediate supervisor General Manager
Immediate subordinate positions Assistant and area managers, (administration, commerce,

lodging, etc.)
Number of dependents 13
Main purpose of the position Work together with managers to plan and increase sales
and differentiation strategies, knowing how to solve
problems quickly and efficiently, creating products of
excellent quality while preserving the environment.
Profile required for the position
academic studies completed - Professional or technologist in tourism and hotel

administration, business administration or related fields.
Training, job training and human - English proficiency

development - To have worked in companies related to the corporate
purpose of the company in the same or related positions.
- Minimum experience of 1 year.
- Management of hotel systems.
- Knowledge of inventories.
Essential basic knowledge - To propose work projects

- Know how to manage personnel.
- Excellent organizational climate
- Control the variables that may occur.
- Evaluate the performance of personnel in charge.
- Ability to understand the members of his team, admitting
their personal differences.
- Fluent communication and being assertive by handling
excellent means of communication.
- Ability to work in a group.
- To be autonomous in decision making.
- Handle situations, problems in their work place.
Technical skills required - Commitment and leadership
- Dealing with the general public in a courteous manner.
- Adapt to the surrounding environment while respecting

cultural and religious diversity and their communicative
style.
- Know how to communicate a message in an active voice,
explaining it well to avoid misunderstandings.
Behavioral competencies - Be cautious when expressing your emotions with
gestures.
- Knowing how to listen
- Give acceptance of different opinions, perspectives and
ideas.
- Be sociable with people or co-workers.
- To have charisma and leadership in their position.
- Self-confidence
- To have credibility.
Update history
DRAFTED by: Kelly Orozco REVISED: Víctor muñoz APPROVED: Kelly Orozco
Date 09-08-2012 Date: 09-08-2012 Date.09-08-2012
DRAFT: Víctor muñoz REVISED: Tatiana pino APPROVED: Kelly Orozco
Date:09-08-2012 Date. 09-08-2012 Date: 09-08-2012

HOTEL YUFSA
FUNCTIONS MANUAL
Position title Food and beverage manager
Dependency Food Department
Level Administrative
Description of the position

Plan, coordinate and direct all food service activities at the resort level.
profile
Maintain direct contact and relationships with customers and identify
potential opportunities for new and improved services within the
established contract.
Strategic objective Supervise and direct the personnel under his responsibility, managing
management indicators that allow us to outline strategies aimed at
achieving the full satisfaction of our customers.
Related areas - Cost Departments:

- Reception Department:
- Service Departments:
- General Manager:
Position of immediate General Manager

supervisor
Subordinate positions Assistant and area managers, (administration, commerce, lodging, etc.)
FUNCTIONS TO BE PERFORMED
- Manage the sections, components of the food and beverage department.
- Personnel management.
- Interviews with new entrants.
- Schedule control.
- Overtime control.
- Request for extra personnel.
- Stock control (Preparation of cards).
- Work in coordination with: purchasing, accounting, and costing.
- Oversee stores and dish preparation
- Work with the food and beverage controller to reduce expenses and costs in your
department.
- Implementing controls, monitoring the discipline of its personnel
- Oversees the preparation and decoration of all dishes and beverages leaving the
kitchen in accordance with our recipes and standards. Ensures good management of
inputs and tries to avoid waste or misuse of inputs.
- Holds a monthly meeting with its staff to discuss issues related to

The area (problems, suggestions, concerns, improvements, etc.).
LA PLAYA HOTEL
NIT: 1061763029 - 3
JOB DESCRIPTION
HOSTESS
August 02, 2012
NAME OF POSITION Hostess
AREA OR UNIT Food & Beverages
POSITION OF IMMEDIATE SUPERVISOR Food Manager
IMMEDIATE SUBORDINATES NOT APPLICABLE
NUMBER OF DEPENDENTS NOT APPLICABLE
MAIN PURPOSE OF THE POSITION Organize the flow of people coming to our restaurant so
that you have control of tables.
ACADEMIC STUDIES  Baccalaureate

COMPLETED  Food and beverage technologist
 Technologist in event organization
TRAINING FOR WORK  Event organizer

AND HUMAN  Beverage preparation
DEVELOPMENT  Kitchen
AREA OF PREVIOUS  Good PC and office equipment handling

EXPERIENCE  Customer reception and table assignment
 Customer service and support
 Restaurant reservations
ESSENTIAL BASICS  Distribution of people
 Knowledge of the establishment
 Organization of events
TECHNICAL SKILLS  Present services
REQUIRED  Allocation of reserves
MENTAL  Responsible
COMPETENCIES  Kind
 Respectful
 Good work partner
UPDATE HISTORY
Prepared by I review Approved

María Camila Garzón Lisseth Tatiana Pino
Kimberly Muños Sáenz
Date: August 02, 2012 Date: August 02, 2012 Date: August 02, 2012
Upgrades:
Elaborated by Kimberly Sáenz Reviewed by Camila garzón Approved Tatiana pino
Date:09 /08/2012 Date:09/08/2012 Date:09/08/2012

LA PLAYA HOTEL
NIT: 1061763029 - 3
FUNCTIONS MANUAL
POSITION TITLE: Hostess
DEPENDENCE  Food
 Table and Bar
LEVEL: Organizational
POSITION PROFILE DESCRIPTION

Welcome the customer by verifying if he/she
has a reservation, and if so, distribute
him/her to the corresponding table.
STRATEGIC OBJECTIVE Make the customer feel good, with respect
and decency.
RELATED AREAS Table and Bar
POSITION IMMEDIATE SUPERIOR Immediate Supervisor Table and bar
JUNIOR POSITIONS NOT APPLICABLE

1. Meet a specific profile
2. Have a good presentation
3. Must be friendly
4. Speak loudly and fluently
5. You should check your work area, make sure it is clean and in good condition.
6. Taking care of table reservations in the restaurant
7. They should be greeted with a warm welcome and always a smile.
8. Must be in contact with the waiter captain.
9. If the captain is not on duty, he/she can take his/her place.
10. Being attentive to the entire job position
DOCUMENT CONTROL
Prepared by Reviewed Approved

Lisseth Tatiana Pino María Camila Garzón Kimberly Muñoz Sáenz
Date: August 09, 2012 Date:August 09, 2012 Date:August 09, 2012
HOTEL EL PRADO NO. 234654
JOB DESCRIPTION
NAME OF POSITION Chef
Area or unit Food and beverage (A&B)
Position of immediate supervisor Food and beverage (A&B), manager
Position immediate subordinates Baker, Stewart, portioner
No. of pax in charge 10
Main purpose of the position Manage and advise the activities within the Company, complying
with hygiene standards and labor code regulations.
Academic studies Baccalaureate and technological training in gastronomy.
Training for human development Food handling, norms and laws, training in handling of elements,
training in personnel management, cultural training,
Areas of previous experience Food and beverage (A&B)
Essential basic knowledge Cooking, food handling, menu innovation, calculating the proper
use of food, handling of tools and elements,
Technical skills required Must have manual and intellectual skills in food handling,
nutritional techniques, techniques in purchasing supplies and
materials for food preparation.
Organize tasks, account for and pay overheads.
Behavioral competencies Staff training, leadership, responsible, problem solver, disciplined,

organized with tasks, good personal relationships with employees,
Sense of belonging, coexistence and teamwork.
UPDATE HISTORY
Elaboro I review Approved
Jeniffer julie arenas Jessica Lisseth arenas Ayda lenis Caicedo
Date: 09/08/2012 Date:09/08/2012 Date:09/08/2012
Update
I elaborate I review Approved
Date:09/08/2012 Date:09/08/2012 Date:09/08/2012
FUNCTIONS MANUAL
Job title Chef
Dependency Food
Level Operational
Description of the position profile This position must handle the money, in terms of salary
remunerations and daily books, VAT; it must also handle the
documents, such as fixed and indefinite contracts, invoices,
dispatch guide and must handle to perfection the machinery
within the kitchen, such as industrial ovens, industrial
kitchens, industrial mixers, industrial mixers.As it is an
administrative position, it requires more mental effort than
physical effort, so it also requires great mental concentration
to solve problems and prepare settlements and salary
remunerations.
Strategic objective Innovate the dishes to serve, giving them a touch of

elegance, and always being original with my ideas, providing
comfort and distinction when serving exclusive dishes, and
thus making ourselves known in the labor field and
attracting many more tourists to our city and mainly to the
hotel.
Related areas: Food, lodging, commercial, administrative
Position of immediate Food and beverage (A&B)

supervisor:
Subordinate positions: Baker, Stewart, portioner
Coordinate the work of the kitchen staff and direct the preparation of meals. Determine
serving sizes, plan menus, order food supplies, and monitor kitchen operations to ensure
consistent quality and presentation of meals. Alternatively, he /she must have the ability to
move goods in kg, as it is an administrative position that requires more mental effort than
physical, which also requires great mental concentration to solve problems and prepare
settlements and salary payments.
Menu creation, menu costing, personnel management and document management.
Must be quick and accurate in calculating pay, expenses and costs, and must have good
motor skills for handling food.
1 Budget management
2 Supply
3 Preparation of minutes
4 Service management
5 Personnel management
6 Prepare special dishes
7 Supervise dishes
8 Supervise hygiene
9 Train personnel
10 Acquire raw materials
DOCUMENT CONTROL
Jeniffer julie arenas Jessica liseth arenas Ayda lenis Caicedo
Date: 09/08/2012 Date: 09/08/2012 Date: 09/08/2012
JOB DESCRIPTION
Position update date: August 2012
Position Name
Waiter
Area or unit
Food and Beverages
Position of Immediate
Supervisor Table and bar manager
No. Of dependents
None (0)
Main purpose in charge To sell food and beverages that have the best
ingredients, as well as good presentation, attending
the customer with courtesy and kindness, carrying out
cleaning and conservation tasks, with quality service,
and supervising that the customer's expectations and
requirements are met.
ACADEMIC STUDIES
COMPLETED Table and Bar Technician
TRAINING FOR WORK OR Food handler

HUMAN DEVELOPMENT
AREAS OF PREVIOUS
EXPERIENCE Customer Service
TECHNICAL SKILLS Proper food service techniques and acquiring the

REQUIRED skills to apply them.
Have knowledge of the foods on the menu.
Mathematical skills in order to correctly calculate the
customer's account.
BEHAVIORAL Reliability
COMPETENCIES Spirit of cooperation
Courtesy
Hygiene
UPDATE HISTORY
Lina Hernandez Yuly Vargas Karen Gonzalez
Date: 08-08-2012 Date: 08-08-2012 Date: 08-08-2012
FUNCTIONS MANUAL
Position title
Waiter
Dependency
Food and beverages
Level
Operative
Description of the position Plan, organize, develop, control and manage activities in the
profile dining area, coordinating and supervising the provision of
food and/or beverage services to achieve the highest level of
quality in customer service.
Strategic objective To sell food and beverages that have the best ingredients, as
well as good presentation, attending the customer with
courtesy and kindness, carrying out cleaning and
conservation tasks, with quality service, and supervising that
the customer's expectations and requirements are met.
Related areas
Barismo
Position immediate
supervisor Service Captain
Subordinate positions
No subordinates
LINA HERNANDEZ YULI VARGAS
KAREN GONZALES
Date: AUGUST 22nd Date: AUGUST 22nd Date: AUGUST 22nd
FUNCTIONS TO BE DEVELOPED
Organize the Bar or Bar room.

1
Take care of cleanliness.
2
Prepare and serve or have ordered drinks served.
3
Supervise the work of their assistants and apprentices.
4
Abide by all applicable laws concerning the sale and service of alcoholic
5 beverages.
Control the Bar stock and request its replenishment.
6
You should always follow the instructions issued by Accounting, and collaborate
7 with their suggestions.
Responds to customer requests and anticipates customer needs while in the bar
8 area.(PLUS BE A PHYSONOMIST).
Complies with all health, safety, hygiene and security standards.
9
65% Standing, 20% Cleaning, 5% Walking, 5% Carrying objects, 5% Stretching to
10 reach objects.
DOCUMENT CONTROL
YULY VARGAS KAREN GONZALES LINA HERNANDEZ
Date: AUGUST 24 Date: AUGUST 24 Date: AUGUST 24
LA PLAYA HOTEL
JOB DESCRIPTION NIT: 1061763029 - 3

ACCOMMODATION MANAGER
August 02, 2012
NAME OF POSITION Accommodation Manager

AREA OR UNIT Lodging
POSITION OF IMMEDIATE Manager
SUPERVISOR
IMMEDIATE SUBORDINATES  Housekeeper
 Reservations Reception
NUMBER OF DEPENDENTS
2 persons
MAIN PURPOSE OF THE POSITION Develops an overview of the facility. Coordinate
with the front desk manager and the hotel
housekeeper.

ACADEMIC STUDIES  Professional in business administration
COMPLETED
TRAINING FOR WORK  Knowledge of reception and reservations
AND HUMAN  Accounting and finance
DEVELOPMENT  Organization of events in the hotel sector
 Good command of English
AREA OF PREVIOUS  Experience in hotel and lodging management. (3 years)

EXPERIENCE  Specialization in Tourism Productivity (2 years)
ESSENTIAL BASICS  Budgets
 Personnel selection
 Organization
 Control
 Facility management techniques
TECHNICAL SKILLS  Personnel management

REQUIRED  Good command of the area to be developed
 Good reserve management
 Good safety management
 Supervision and control of the development of the
tasks of the various sections or departments (dispatch,
surveillance, communications and social areas).
BEHAVIORAL  Good leadership

COMPETENCIES  Responsible
 Respectful
 Kind
 Assertive communication
UPDATE HISTORY
María Camila Garzón Lisseth Tatiana Pino Kimberly Muños Sáenz
Date:
August 02, 2012
Date: August 02, 2012 Date: August 02, 2012
Upgrades:
María Camila Garzón Kimberly Muños Sáenz

LA PLAYA HOTEL
NIT: 1061763029 - 3
FUNCTIONS MANUAL
POSITION TITLE: Accommodation Manager

DEPENDENCE Lodging
LEVEL: Administrative
POSITION PROFILE DESCRIPTION Develops an overview of the facility. Coordinating

the Front Desk Manager and the Housekeeper, is
to offer the services of accommodation,
information, attention and departure of clients. In
addition to welcoming and bidding farewell to the
client, the front desk coordinates, controls and
manages the different services related to their
stay, thus contributing, in turn, with an adequate
level of management, to the quality of the work
provided in other areas and departments of the
Hotel.
STRATEGIC OBJECTIVE  To provide a good service according to

the established standards.
 Offer discounts in the lodging area
 Increase sales
 Set dates for promotions
 marketing
RELATED AREAS  Administrative

 Commercial
 Food
POSITION IMMEDIATE SUPERIOR Manager
JUNIOR POSITIONS  Housekeeper

 Reservations and Reception
1. Be responsible throughout your work environment
2. Taking care of the good image of the establishment
3. Strong analytical skills
4. To be a decisive person and knowledgeable of everything that may "malfunction" at

any given moment and in case something escapes their knowledge to have the ability
to react and contact the right person.
5.
To seek customer satisfaction by trying to get to know the customer as much as
possible and to find the best solutions to their needs.
6. Coordinate related departments
7. Receive and manage or, as the case may be, transmit complaints and incidents to the
appropriate person.
8. Comply with the established schedule
9. To develop the hotel's programmed activities
10. Innovating the establishment
DOCUMENT CONTROL

María Camila Garzón
Lisseth Tatiana Pino Kimberly Muños Sáenz
HOTEL EL PRADO
JOB DESCRIPTION
NAME OF POSITION Floor Supervisor
Area or unit Lodging
Position of immediate Lodging

supervisor
Position immediate Waitress

subordinates
Main purpose of the position Supervise, organize and control your personnel under your
charge
Academic studies Bachelor's degree and technological training in hotel

management.
Training for human Handling of elements, norms and laws, personnel training.
development
Areas of previous experience Waitress
Essential basic knowledge Cleaning protocols, personnel management, tools

management for this unit, inventory management, etc.
Technical skills required techniques to apply cleaning procedures with quality

standards of hygiene and handling of elements.
Apply personnel evaluation techniques, guarantee the supply

of materials and supplies for the personnel in charge,
technical personnel in lodging services, pre-hospital cleaning.
Behavioral competencies Excellent interpersonal relations, teamwork, perform human

resources coordination, supervise employee relations, apply
occupational health techniques.
Leadership, responsibility, honesty, efficiency, love for work,

respect, problem solving skills.
UPDATE HISTORY
Jeniffer julie arenas Jessica liseth arenas Ayda lenis Caicedo

Date: 07/15/2012 Date: 07/15/2012 Date: 07/15/2012
Update
Jeniffer julie arenas Kimberly Saenz Tatiana pino
date: 07/20/2012 Date: 20/07/2012 Date: 07/20/2012

FUNCTIONS MANUAL
Job title Floor Supervisor
dependence Lodging
Level Level 3 Operational
Description of the position The floor supervisor must be a person dedicated to his
profile responsible work, performing and carrying out tasks
correctly, he must be a person capable of supervising his
personnel in charge, delegating functions and making
inventories of his elements in use, he must stand out for
his leadership in his field of work.
Strategic objective To program, direct and control the production process in

compliance with productivity and performance requirements,
ensuring the required quality standards and efficiently managing
human and material resources.
To develop a culture of risk prevention and occupational health

and safety in the workplace. Collaborate with ideas and
procedures that increase the productivity of individual workers
and the company as a whole. To provide humanized attention and
friendly treatment to all employees of the Company.
Related areas: Lodging, commercial, administrative.
Position of immediate Lodging, Manager

supervisor:
Subordinate positions: waitress

1 Ensure that productivity and performance requirements, hygiene and quality standards are met.
2 Control the maintenance of order, hygiene and safety in the workplace.
3 Coordinate training for your work team.

4 Assign daily work according to shift.
5 Supervise the arrangement and cleaning of rooms as well as hallways, service areas, stairways,
elevators and elevator halls.
6 Evaluate the personnel under his charge.
7 Personal Protection Elements.
8 Monitor daily attendance and schedule compliance of staff.

9 Maintain direct contact with the Reception Department for the good development of the common
work.
10 Inform and attend to the guest's requirements such as the time they want the maid service, extra
beds, extra towels or any other request, no matter how small.
DOCUMENT CONTROL
Jeniffer julie arenas Tatiana pino María Camila Garzón
Date: 07/15/2012
Date: 07/15/2012 Date: 07/15/2012
HOTEL EL PRADO
NO. 143845
JOB DESCRIPTION
NAME OF POSITION Housekeeper
Area or unit Lodging
Position of immediate Lodging

supervisor
Position immediate Floor supervisor, waitress, laundry, linen, mini-bars, etc.

subordinates
Main purpose of the position Manage, control, plan and manage human talents to guarantee
the correct state of the rooms, social areas and common
areas.
Academic studies Bachelor's degree and technological training in hotel

management.
Training for human Training in labor competencies in hotel management,

development reception and reservation techniques, customer service via
telephone and in person, training in resource management,
current legal regulations, training in performance evaluation,
information systems.
Areas of previous experience Housekeeper, floor supervisor, waitress with 3 years of

experience
Essential basic knowledge Plan activities for the personnel in charge, organize your
department according to the activities, direct the personnel in
charge, general control of the department, waitressing
protocols, work coordination, personnel training, cleaning
maintenance, supply list, management of office tools.
Coordinate resources for room service and common areas in
accordance with the establishment's protocols.
Technical skills required Personnel management, waitressing techniques, applying

cleaning procedures with quality standards of hygiene and
handling of elements, coordinating the activities to be carried
out by the personnel, checking the free rooms to be occupied,
inventory management, applying technological tools, filling
out forms.
Apply personnel evaluation techniques, ensure the supply of

materials and supplies for the personnel in charge.
Behavioral competencies Excellent interpersonal relations, teamwork, perform human

resources coordination, supervise employee relations, apply
occupational health techniques.
Leadership, responsibility, honesty, efficiency, love for work,

respect, problem solving skills.
UPDATE HISTORY
Jeniffer julie arenas Jessica liseth arenas ayda lenis Caicedo
Date: 07/15/2012 Date: 07/15/2012 Date: 07/15/2012
Update
Jeniffer julie arenas Jessica liseth arenas ayda lenis Caicedo
date: 07/20/2012 Date: 07/20/2012 Date: 07/20/2012

FUNCTIONS MANUAL
Job title Housekeeper
dependence Lodging
Level Level 2 Supervision
Description of the position The housekeeper is in charge of managing a hotel's staff

profile and having excellent interpersonal relations, teamwork,
leadership, decision making, planning and organization,
adaptability and pressure management, organizational
commitment. English 70% excellent personal image,
leadership skills, ability to express him/herself clearly,
education, discretion, responsibility, being observant and
an adequate cultural level. She is in charge of supervising
all employees in her department, has the authority to hire
or fire, plan and assign work tasks, inform new employees
about property rules, inspect work assigned to
housekeepers, and requisition supplies.
Strategic Objective The housekeeper is the center of a hotel that gives it the
success or failure, because of an excellent housekeeper
depends on the good cleanliness, hygiene and taste of the
rooms and public areas. Since the good performance of
the staff depends on it and their honesty must be
paramount.
Our primary strategy is to innovate in the use of

biodegradable supplies that contribute to the environment,
recycling and putting to good use supplies that can be
reused.
Related areas: Food, lodging, commercial, administrative
Position of immediate Lodging, Manager

supervisor:
Subordinate positions: Floor supervisor, waitress, laundry, lingerie, mini-bars.

Supervise employees, hire new employees, terminate employees when necessary, write
recall notices when policies have been violated. Evaluate employees for promotions as the
operation grows. Plan the work of the department and distribute tasks equitably. Assign
duties to floor supervisor, waitresses, laundry, linen, mini-bars or any special assignments
that need to be accomplished. Schedule employees and assign extra days according to the
occupancy forecast. Maintain time records for all department employees. Inform new
employees of the rules. Train and assign new employees to work with an experienced worker.
Supervise the work of these employees from time to time and observe the reports prepared
by the supervisors. Inspect personnel periodically to determine if they are on task and review
the quantity and quality of their work, checking sites as if you were supervising. Approve all
supply requisitions, review room arrangements according to organizational protocols.
1 Supervision, control and training of the same.

2 Distribution of work
3 Attendance control
4 Check the cleanliness of rooms and public areas.
5 Compilation and/or verification of occupancy lists
6 Report breakdowns to the maintenance department.
7 Control and supervision of linen and laundry areas
8 Inventory of equipment and supplies
9 Ordering and delivery of departmental supplies
10 Organizes regular meetings with your department's personnel
DOCUMENT CONTROL
Date: 07/15/2012 Date: 07/15/2012 Date: 07/15/2012

HOTEL LOS PINOS
NIT. 1061768472-3
MORE THAN A HOTEL

A WHOLE EXPERIENCE POSITION DESCRIPTION
position update date: August 2012
Type of Position: DIR: OPR: ADM:

Name of Position: Waitress
Area or Unit: Lodging
Position of Immediate Supervisor: Housekeepers
Position Immediate Subordinates: None
Number of persons in charge: None
To guarantee and contribute to the improvement of the quality of the

service according to the needs of the users, complying with all the
Primary Purpose of the Position:
established norms, always maintaining order, hygiene and cleanliness
in the work area.
Basic Secondary Education and Accommodation Services

Academic studies:
Technician.
Basic English. Good manufacturing practice (GMP)

Training for Work and Human Development: techniques. Linen and lingerie sanitizing and maintenance.
Occupational health and safety techniques.
Areas of Previous Experience: waitressing and/or related services in lodging establishments

Essential Basic Knowledge: Have a clear knowledge of processes, procedures and
protocols for the maintenance and repair of rooms,
bathrooms and common areas. Linen, linen and linen
handling. Completion of forms corresponding to each area.
Inventory techniques and storage of supplies. Know how to
perform each type of maintenance. Handling of cleaning
products. To know the hotel's product lines and suppliers.
Maintain clean rooms, bathrooms and common areas,
applying procedures and protocols for a higher quality of
service. Keep linens, whites and linens in good condition. To
Technical Competencies Required:
fill out and fill out forms. Perform all three types of
maintenance properly. Keeping order in warehouses. To have
an adequate management of cleaning products and supplies.
Kind, courteous, attentive, discreet, excellent presentation,

Behavioral Competencies:
neat, tidy, honest and punctual.
UPDATE HISTORY
Prepared by: Lina

Reviewed: Diana Mora Approved: Leidy Martínez
Segovia.
Date: 22/August/2012 Date: 24/August/2012
Date: August 20/2012
Update:
Prepared by Lina Reviewed by Diana

Segovia. Mora Date: Approved: Leidy Martínez
Date: August 20/ 22/August/2012: Date: 24/August/201
2012:
HOTEL LOS PINOS

NIT. 1061768472-3
MORE THAN A HOTEL

HOTEL LOS PINOS
A WHOLE EXPERIENCE
FUNCTIONS MANUAL
Position Title: Waitress

Dependency: Lodging
Level: It is at Level Three (3) and is Operational.
To guarantee and contribute to the improvement of the

quality of the service according to the needs of the users,
Position Profile complying with all the established norms, always
Description: maintaining order, hygiene and cleanliness of the work
area, rooms, bathrooms and common areas. with at least 6
months of experience.
CUSTOMER ORIENTATION
Refers to the desire to help and satisfy the needs of
customers.
TEAMWORK AND COOPERATION
Intention and ability to collaborate with other team
member(s).
CONCERN FOR THE ORDER AND QUALITY
Strategic Objective: Concern for order and quality,
the constant concern that the state of the rooms is
adequate, complying at all
times with the criteria and quality standards set by the
hotel establishment.
ACHIEVEMENT ORIENTATION
Achievement orientation is the concern for doing the job
well or exceeding a standard.
Lodging, Housekeepers, Floor Supervisor, Laundry,
Related Areas:
Laundry and Mini Bars.
Position Immediate
Housekeeper.
Supervisor:
Subordinate positions:
1. Receive appointment.
2. Maintain clean rooms, bathrooms and common areas, applying procedures and protocols.
3. Report maintenance needs, forgotten and missing items according to established procedures.
4. To carry out and fill out forms properly according to the need.
5. Keeping order in the warehouses.
6. Handle cleaning products and supplies.
7. Have supplies, products and linens ready that will be needed for general cleaning.
8. Attending the client during their stay at the hotel.
Finish the work with the collection and cleaning of equipment, materials, etc., checking that it
9. is in perfect condition, in order to
maintain a good image of the area.
10. Delivering the shift
DOCUMENT CONTROL
Approved: Leidy
Prepared by: Lina Segovia. Reviewed: Diana Mora
Martínez Date:
Date: August 20/2012 Date: 22/August/2012
24/August/2012
JOB DESCRIPTION
NAME OF POSITION Head of Reservations and Reception.

AREA OR UNIT Lodging.
POSITION OF IMMEDIATE SUPERVISOR Accommodation Manager.
IMMEDIATE SUBORDINATES Receptionists, reservationists, night
auditor, concierge, cashiers.
NUMBER OF DEPENDENTS Nine (9) persons.

MAIN PURPOSE OF THE POSITION Direct, supervise and plan all the
activities of the department. From
reception.
SECONDARY PURPOSES OF THE POSITION Coordinate and participate with other
departments in the management of the
establishment.
Organize, direct and coordinate the
Work of the personnel in charge.
Collaborate in the instruction of the
personnel under his charge.
Prepare reports and statistics
REQUIRED PROFILE
FOR THE PERFORMANCE OF THE POSITION
ACADEMIC STUDIES COMPLETED Professional in the areas of Accounting,

Economics or Hotel/Business
Administration. And have previous
academic transcripts that demonstrate
their qualification for the position.
TRAINING To have previous specializations and
jobs that demonstrate his/her
qualification for the position.
AREAS OF PREVIOUS EXPERIENCE Minimum 1 year experience as a

receptionist in the Hotel sector.
ESSENTIAL BASICS Language proficiency (at least English
and/or Mandarin and/or French and/or
Portuguese, etc.)
TECHNICAL SKILLS REQUIRED Management of technological tools
Proficiency in the use of accounting
software related to the Treasury area,
database and Microsoft office.
Ability to detect counterfeit bills.
BEHAVIORAL COMPETENCIES Emotionally stable, constant, confident,

with a high degree of concentration, order
and analysis, ability to socialize, motivated
to achieve, high degree of professional
and occupational ethics. Courtesy,
punctuality, honesty, good memory,
respect, responsibility, etc.
UPDATE HISTORY
Lina arujo Leidy Martinez diana mora
Date: 08-09-2012 Date:08-09-2012 Date:08-09-2012

FUNCTIONS MANUAL
POSITION TITLE Head of Reservations and Reception.
DEPENDENCE Lodging Department.
LEVEL Administrative.
The reception manager is responsible for

POSITION PROFILE DESCRIPTION managing the reception area and
supervising the activities of the reception
staff. He/she will be in charge of the
organization of the activities of the area, as
well as supervise the processes of
attention to guests, the application of
courtesy rules, the actions of information
registration, the compliance of
administrative procedures and the
articulation of actions with other areas of
the establishment. The following will be
considered in the development of
the actions, the procedures of the
establishment and the fulfillment of the
aspects related to occupational safety in
the work process.
Manage and supervise the activities of the

STRATEGIC OBJECTIVE reception area to provide a quality service
according to the establishment's
procedures.
Reception, reservations, night audit,
RELATED AREAS concierge and cashier.
POSITION IMMEDIATE SUPERIOR Accommodation Manager
JUNIOR POSITIONS Receptionists, reservationists, night

auditors, concierges and cashiers.
FUNCTIONS TO BE DEVELOPED
Assign functions of the personnel under his charge.

1
Intervene in the personnel recruitment process.
2
He supervises the work of his subordinates.
3
Develops work schedules for reception staff.
4
Reviews the billing of guest accounts.
5
Keeps employee training up to date.
6
Controls the discipline and etiquette of the receptionists.
7
Participates in daily meetings with other department heads.
8
Coordination with banks and suppliers on payment and collection issues.
9
Responsible for the collection of money, checks, bills of exchange, both
10 incoming and outgoing, as well as their respective registration, custody in the
safe deposit box of the company's assets and selected customers.
DOCUMENT CONTROL
Lina Araujo Leidy Martinez diana mora
Date: 08-09-2012 Date: 08-09-2012 Date: 08-09-2012
JOB DESCRIPTION
Position update date: August 2012
Position Name
Receptionist
Area or unit
Lodging
Position of Immediate
Supervisor Head of Reception and Reservations
No. Of dependents
None (0)
Main purpose in charge To provide unlimited hospitality service to all
guests, focused on satisfying their needs and
expectations, which must meet the company's
standards.
ACADEMIC STUDIES Lodging Technician

COMPLETED
TRAINING FOR WORK
Sales and customer service
OR HUMAN
Reservation and reception techniques
DEVELOPMENT
AREAS OF PREVIOUS
EXPERIENCE Cashier, Customer Service
TECHNICAL SKILLS Knowledge of hospitality and tourism in general.

REQUIRED Proficiency in a language other than Spanish.
Knowledge of sales techniques.
Knowledge of operating policies.
BEHAVIORAL Pleasant appearance
COMPETENCIES Friendly and courteous
Neat and excellent presentation
Timely
Discreet and honest
Aware of what their work represents in the image of
the reception department and the hotel.
UPDATE HISTORY
Lina Hernandez Yuly Vargas Karen Gonzalez
Date: 08-08-2012 Date: 08-08-2012 Date: 08-08-2012

Update:
LINA HERNANDEZ YULY VARGAS KAREN GONZALES
FUNCTIONS MANUAL
Position title
Receptionist
Dependency
Lodging
Level
Administrative
Description of the position profile To satisfy, following the quality standards of the establishment, the
customer's needs in terms of assistance and information, attending to
communications, performing administrative, billing and commercial
functions.
Strategic objective To provide unlimited hospitality service to all guests, focused on satisfying
their needs and expectations, which shall comply with the company's
standards.
Related areas
Position immediate supervisor

Head of Reception and Reservations
Subordinate positions
No subordinates
Receive calls politely, give timely information and take the respective message for those who are absent
-Give clear and accurate information.
-Request data from any visitor and give priority to those interested in a particular course.
-Know in detail the prices and schedules of each of the activities of the academy and the cultural center and know
how to present them attractively.
-Make calls to promote courses
-Personal presentation in traditional Indian clothing or office attire.
Keep the reception area pleasant for visitors, clean and tidy, do not eat in this area or leave personal objects in
sight
-Strictly comply with the schedules and in case of not being able to attend, notify in a timely manner and present a
written excuse.
-Update database either at the end of the day or when requested, taking care to record data without spacing or
formatting errors, or for case sensitive e-mails. The data already registered must be returned to the person who
provided it, to avoid duplicate registration of information.
-Any income from sales or enrollment must be invoiced and copied in the accounting notebook, and if it is for a
particular course, it must also be copied in the enrollment and payment form, filling out each box of the form
without exception.
-At the end of the day you must deliver the income to the treasury and report the notebook in an orderly fashion to
the coordinator.
1. Control the occupancy status of the rooms

2. Register guests and groups
3. Authorize room changes
4. Control room keys
5. Verify housekeeper's report
6. Requesting medical services when required by the guest
7. Centralize the guest's consumption at the hotel's locations
8. Provide all the information about the hotel's operation and services.
9. Inventorying stationery, brochures and rates
10. Fill requisitions for the warehouse.
DOCUMENT CONTROL
LINA HERNADEZ YULY VARGAS KAREN GONZALEZ
Date Date Date

AUGUST 28, 2012 AUGUST 28, 2012 AUGUST 28, 2012
JOB DESCRIPTION
ANNEX 1
NAME OF POSITION RESERVATIONS

RESERVATION-RECEPTION
AREA OR UNIT
RESERVATIONS-RECEPTION
POSITION OF IMMEDIATE SUPERVISOR
SUBORDINATE POSITIONS NONE

IMMEDIATELY
NO. OF DEPENDENTS
NONE
ATTEND TO THE REQUESTS OF POTENTIAL CLIENTS AND PROVIDE THEM WITH
MAIN PURPOSE OF THE POSITION INFORMATION SO THAT THEY CAN BECOME CLIENTS OF THE HOTEL
ESTABLISHMENT.
ACADEMIC STUDIES COMPLETED TEC. ACCOMMODATION SERVICE

TRAINING - MANAGEMENT TRAINING AND  TRAINING RELATED TO THE TOURISM SECTOR.
HUMAN DEVELOPMENT  COMMUNICATION SKILLS AND INTEREST IN TELEPHONE CUSTOMER
SERVICE.
 ENGLISH LEVEL C1
 HUMAN RELATIONS
EXPERIENCE AS A RESERVATION MANAGER IN THE HOTEL SECTOR.

AREAS OF PREVIOUS EXPERIENCE
 RECEPTION AND RESERVATION PROCEDURE,

ESSENTIAL BASICS  ASSERTIVE COMMUNICATION MANAGEMENT
 BILINGUALISM
 KNOWLEDGE OF COMPUTERIZED SYSTEMS
 ASSERTIVE COMMUNICATION AND INFORMATION WITH CUSTOMERS
TECHNICAL SKILLS REQUIRED  KNOWLEDGE OF A RESERVATION SYSTEM
 BILINGUALISM
RESOLUTE, ANALYTICAL, WITH A HIGH DEGREE OF LEADERSHIP, WITH

NEGOTIATING SKILLS, HIGHLY MOTIVATED, GOOD RETENTIVE, GOOD
MENTAL COMPETENCIES VOCABULARY AND BE FICIONAMISTA.
PERFORMANCE HISTORY
ELABORO REVIEW APPROVED
DATE: AUGUST 25, 2012 DATE: AUGUST 25, 2012 DATE: AUGUST 25, 2012
UPDATE:

DATE: AUGUST 28, 2012 DATE: AUGUST 28, 2012 DATE: AUGUST 28, 2012
ANNEX 2
FUNCTIONS MANUAL
RESERVATIONS
POSITION TITLE
RESERVATIONS DEPARTMENT - RECEPTION

DEPENDENCE
LEVEL 4- OPERATIONAL
LEVEL
 GOOD PRESENTATION
 SPEAK SEVERAL LANGUAGES
 HAVE A MINIMUM LEVEL OF SCHOOLING, AT
LEAST A TECHNICIAN IN TOURISM
 JUDGMENT, INITIATIVE, DYNAMISM,
RESPONSIBILITY, COURTESY, HONESTY,
POSITION PROFILE DESCRIPTION ORGANIZATION AND PREFERABLY WITH
EXPERIENCE
ATTEND TO THE REQUESTS OF POTENTIAL CLIENTS AND

PROVIDE THEM WITH INFORMATION IN ORDER TO
CONVERT THEM INTO CLIENTS OF THE HOTEL
STRATEGIC OBJECTIVE ESTABLISHMENT.
1 RECEPTIONIST
2 RESERVATIONS
3NIGHT AUDITOR
4CONSERGE
4.1BUTTONS
4.2 PORTS
4.3BALLET PARKING
RELATED AREAS
5 CASHERS
RECEPTION RESERVATIONS
POSITION OF IMMEDIATE SUPERVISOR
NONE
SUBAL TERNARY POSITIONS
1. Provides general hotel information
2. Enter into the system all reservations received by telephone, fax or in person at
the office.
3. Receives and applies deposits to reservations, delivering the corresponding
report to the areas involved.
4. Issues information on rates and facilities provided by the hotel to those who
require it.
5. Answers the phone efficiently and quickly
6. Deposits apply
7. Attends to the public
8. Keeps immediate supervisor informed of sales demand for specific dates
HOTEL SION INTERNAL CODE

9. Answers faxes and correspondence 08/10/2011
10. Responsible for sending reservation confirmations by fax and mail, as well as
cancellations and changes.
Name the position Night auditor

Area or unit DOCUMENT CONTROL
Reservations and reception
Position of immediate supervisor Head of Reception
Immediate subordinate
ELABORO: positions REVIEW APPROVED
No. of dependents
Main purpose of the
LINA position
HERNDEZ YULY VARGASBalance all the previous day's transactions and
KAREN GONZALEZ
performs the duties of the front desk clerk.
DATE: DATE: DATE:
AUGUST 28, 2012 PROFILE REQUIRED

AUGUST FOR THE POSITION
28, 2012 AUGUST 28, 2012
Academic studies Graduated in Hotel Administration, Public Accounting,
Business Administration.
Training for human development. Basic knowledge of Accounting, Auditing, Hotel

Administration.
Areas of previous experience Preferably one (1) year as an assistant in Accounting or

Revenue Audit; or in the hotel industry, as part of the
HOTEL SION INTERNAL CODE
administration, departmental cashier, receptionist.
08/10/2011
Essential basic knowledge Basic English, knowledge of hotel systems.
Technical skills required Skillful, analytical, meticulous, orderly.

Behavioral competencies Dynamic, good presence, pleasant manner, discreet,
responsible, availability to work at night, responsibility.
UPDATE HISTORY

KELLY OROSCO VALENTINA CASTRO VICTOR MUÑOZ
Date: AUGUST 26, 2012 Date: AUGUST 26, 2012 Date: AUGUST 26, 2012
FUNCTIONS MANUAL
JOB TITLE Night auditor
DEPENDENCE Reception
LEVEL: operative
DESCRIPTION OF THE POSITION Contribute to the development and proportion of the
PROFILE: movements made during the night, thus assisting the work of
the revenue auditor in his task of preparing, supervising and
controlling the hotel's accounting.
STRATEGIC OBJECTIVE: The audit is performed with the purpose of facilitating the
work of the revenue auditor, since the night auditor performs
the reconciliation of the revenues obtained from the sales
made during the night, just so that the revenue auditor can
verify and make the accounting easier.
RELATED AREAS: Reception,
Head of Reception and Reservations

IMMEDIATE SUPERVISOR
POSITION:
JUNIOR POSITIONS
POSITION DESCRIPTION
NAME OF POSITION Janitor
DEPENDENCY AREA Lodging Reservations and Reception
POSITION OF IMMEDIATE Reservations and Reception
SUPERVISOR
IMMEDIATE SUBORDINATES Bellmen, doormen and valet parking
NUMBER OF PERSONNEL IN 3
CHARGE
MAIN PURPOSE OF THE POSITION Provide information to the guest, with ease,
aptitude of the services provided by the hotel.
BRANCH Services
WORK SCHEDULES 8-hour shift
LOCATION Reception
ACADEMIC STUDIES COMPLETED Minimum ninth grade (9th grade)

TRAINING AND TECHNICAL TRAINING Customer Service, English and ethics.
AREAS OF PREVIOUS EXPERIENCE Reservations and Reception

ESSENTIAL BASIC KNOWLEDGE Customer service techniques for different
PROTOCOL, TOURISM services
SKILLS Have a good command of English and be able
TECHNICAL SKILLS REQUIRED to guide and coordinate your staff.
BEHAVIORAL COMPETENCIES Responsible, Honest, Humble, Committed,

Assertive, Assertive
WORK EXPERIENCE 1 year
UPDATE HISTORY

CLARA PAREDES JANNETH SOLARTE BETSY SOLARTE
Date: AUGUST 24 Date:AUGUST 24 Date: AUGUST 24
Update
JANNETH SOLARTE CLARA PAREDES BETSY SOLARTE

INTERNAL CODE
EMPERADOR HOTEL 083298
FUNCTIONS MANUAL
POSITION: CONSERJE
DEPENDENCE: Lodging Area: Reservations and Reception
LEVEL: OPERATIONAL
DESCRIPTION OF THE Provide information to users and staff in general about the
POSITION PROFILE: services provided by the facility, responding to any request.
STRATEGIC OBJECTIVE Orientation, coordination and coordination of the personnel
in charge.
RELATED AREAS RESERVATIONS AND RECEPTION AND CASHIERS
IMMEDIATE SUPERVISOR RESERVATIONS AND RECEPTION
POSITION:
JUNIOR POSITION BELLBOYS, PORTERAGE, VALET PARKIG
JANITORIAL DUTIES:
To perform in a qualified manner, with initiative, autonomy and responsibility, the
information assistance to customers and the corresponding administrative work.
Check the news book, in order to verify what happened in the previous shifts. Attending to
customers in the concierge services Informing customers about the services of the
establishment. Execute customer service tasks in the requested services.
Receive, process and direct customer complaints to the corresponding services. Organize
and distribute personnel.
Receives and distributes correspondence from guests.
Organizes the functions of doormen, bellhops and valet parking in the established
schedules.
NAME OF POSITION Buttons

DEPENDENCY AREA Lodging Bookings and Reservations
POSITION OF IMMEDIATE Janitor
SUPERVISOR
IMMEDIATE SUBORDINATES
NUMBER OF PERSONNEL IN
CHARGE
MAIN PURPOSE OF THE POSITION Guide guests to rooms and carry luggage.
BRANCH Services
LOCATION Reception.

TRAINING AND TECHNICAL TRAINING Customer Service, English
AREAS OF PREVIOUS EXPERIENCE Lodging
ESSENTIAL BASIC KNOWLEDGE Customer counseling on the different services,
PROTOCOL, TOURISM
SKILLS Customer service, good command of English.
TECHNICAL SKILLS REQUIRED
BEHAVIORAL COMPETENCIES Responsible, Honorable, Humble, Respectful,
Commitment
UPDATE HISTORY

Date: AUGUST 22nd Date: AUGUST 22nd Date: AUGUST 22nd
Update
BETSY SOLARTE CLARA PAREDES JANNETH SOLARTE

EMPERADOR HOTEL INTERNAL CODE
083298
FUNCTIONS MANUAL
POSITION: Buttons
LEVEL: Operative
DESCRIPTION OF THE To provide the service of check-in and check-out of guests'
POSITION PROFILE: luggage.
STRATEGIC OBJECTIVE Providing a good service

IMMEDIATE SUPERVISOR Janitor
POSITION:
JUNIOR POSITION
BUTTON FUNCTIONS
He is in charge of being that first impression of the hotel to the guest.
Greet you at the hotel entrance and help you with your belongings to assist you.
Directing guests to the room and telling them about the amenities, how the keys work, the
control panel, safety box, air conditioning, etc.

To be at your service for anything that can be offered to you.
JOB TITLE Goal
SUPERVISOR
IMMEDIATE SUBORDINATES Janitor
CHARGE
MAIN PURPOSE OF THE POSITION To provide a good service for the entry and exit of
personnel in general.
BRANCH Services
LOCATION Goal

TRAINING AND TECHNICAL TRAINING Customer Service, English and ethics.
ESSENTIAL BASIC KNOWLEDGE Customer counseling on the different services.
PROTOCOL, TOURISM
SKILLS have a good command of English to maintain a
TECHNICAL SKILLS REQUIRED clear conversation,
BEHAVIORAL COMPETENCIES Responsible, Honesty, Humble, Commitment
UPDATE HISTORY

Update
JANNETH SOLARTE CLARA PAREDES BETSY SOLARTE
Date: AUGUST 29th Date: AUGUST 29th Date: AUGUST 29th

EMPERADOR HOTEL INTERNAL CODE
083298
FUNCTIONS MANUAL
POSITION: Goal
DEPENDENCE: Lodging Area : Reservations and Reception
LEVEL: Operative
DESCRIPTION OF THE Attentive, prudent, gentle, and capable of providing
POSITION PROFILE: assertive information about all the services offered by the
establishment.
STRATEGIC OBJECTIVE To provide a good service for the entry and exit of personnel
in general.
RELATED AREAS RESERVATIONS AND RECEPTION

POSITION:
JUNIOR POSITION
GOALKEEPING FUNCTIONS
Greet guests and hotel staff, opening the door of the vehicle driving them, greeting them
politely and guiding them.
Open and close the front door of the hotel, in the presence of the guest, being attentive to
any request.
Dismissing guests and staff, remaining with the door of the room open.
Until he has left, escorting him to the car, and finally closing the car door.
Go to meet anyone who requires it.
JOB TITLE valet Parking
SUPERVISOR
IMMEDIATE SUBORDINATES Janitor
CHARGE
MAIN PURPOSE OF THE POSITION To guarantee the safety of the vehicles for users
BRANCH Services
WORK SCHEDULES 24 Hours a day divided into three (3) shifts
LOCATION Reception

TRAINING AND TECHNICAL TRAINING Customer Service, English, ethics.
ESSENTIAL BASIC KNOWLEDGE Know how to drive.
PROTOCOL, TOURISM
SKILLS Have a good command of English to maintain a
TECHNICAL SKILLS REQUIRED clear conversation.
BEHAVIORAL COMPETENCIES Responsible, Honest, Humble, Commitment
UPDATE HISTORY

Update
BETSY SOLARTE JANETH SOLARTE CLARA PAREDES
EMPERADOR HOTEL INTERNAL

CODE
083298
FUNCTIONS MANUAL
POSITION: Valet Parking
LEVEL: Operative
DESCRIPTION OF THE Technical driving certifications
POSITION PROFILE:
STRATEGIC OBJECTIVE To guarantee the safety of the vehicles for users

POSITION:
JUNIOR POSITION
VALET PARKING FUNCTIONS
Park the guests' car in the place designated by the hotel.
Deliver or receive the guest's car at the hotel door as many times as requested
Ensure the safety of the car of guests and staff in general.

JOB DESCRIPTION ANNEX 1
NAME OF POSITION CASHIER
AREA OR UNIT RESERVATIONS AT RECEPTION
POSITION OF IMMEDIATE RESERVATIONS AT RECEPTION

SUPERVISOR
IMMEDIATE SUBORDINATE NONE
POSITIONS
NONE (0)
No. OF DEPENDENTS
MAIN PURPOSE OF THE KEEPING PETTY CASH OR GENERAL LEDGER ACCOUNTS
POSITION
ACADEMIC STUDIES COMPLETED COMMERCIAL BACHELOR'S DEGREE, PLUS A GENERAL
ACCOUNTING COURSE OF AT LEAST SIX (6) MONTHS DURATION.
TRAINING - MANAGEMENT GENERAL ACCOUNTING COURSES OR TECHNICIANS
TRAINING AND HUMAN
DEVELOPMENT
AREAS OF PREVIOUS PROGRESSIVE EXPERIENCE OF AN OPERATIONAL NATURE IN THE
EXPERIENCE CASH AREA.
 GENERAL ACCOUNTING.
 TECHNIQUES FOR THE OPERATION OF THE CASH
REGISTER, ADDING MACHINE, CALCULATOR AND DIE
ESSENTIAL BASICS CUTTER.
 CASH PROCEDURES.
 APPLICABLE COMPUTER PROGRAMS IN THE CASH
REGISTER.
 PERFORM ARITHMETIC CALCULATIONS.
TECHNICAL SKILLS REQUIRED  PERFORM DAILY CASH FLOW CHECKS
DEALING COURTEOUSLY AND EFFECTIVELY WITH THE GENERAL

BEHAVIORAL COMPETENCIES PUBLIC.
PERFORMANCE HISTORY
VANESA VALENCIA CLAUDIA GURRUTE CLAUDIA GURRUTE
DATE: AUGUST 22 DATE: AUGUST 22 DATE: AUGUST 22
UPDATE:

VANESA VALENCIA SANDRA MERA VANESSA VALENCIA
ANNEX 2
FUNCTIONS MANUAL
BOX
POSITION TITLE
RESERVATIONS-RECEPTION DEPARTMENT
DEPENDENCE
LEVEL 4-OPERATIONAL
LEVEL
 DEALING COURTEOUSLY AND

EFFECTIVELY WITH THE GENERAL
PUBLIC.
 CASH PROCEDURES.
 APPLICABLE COMPUTER PROGRAMS
IN THE CASH REGISTER.
JOB PROFILE DESCRIPTION  GENERAL ACCOUNTING.
PERFORMING DAILY CASH FLOW AUDITS.
STRATEGIC OBJECTIVE
1 RECEPTIONIST
2 RESERVATIONS
3 NIGHT AUDITOR
4 CONSERGE
4.1 BUTTONS
4.2 PORTERS
RELATED AREAS 4.3 BALLET PARKING
POSITION OF IMMEDIATE SUPERVISOR RECEPTION RESERVATIONS

SUBAL TERNARY POSITIONS NONE
1. BILL COLLECTION
2. SAFE CONTROL
3. FOREIGN EXCHANGE
4. PREPARATION OF CASH SETTLEMENTS (INVOICES COLLECTED)
5. COLLECTION OF METERS FROM OTHER DEPARTMENTS
6. ADVANCES AND PAYMENT OF PERSONNEL
7. PAYMENT OF TAXES
8. PAYMENT OF SUPPLIERS
9. PAYMENT OF COMMISSIONS
10. RECOVERY OF RECEIVABLES

DOCUMENT CONTROL
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CLAUDIA GURRUTE VANESSA VALENCIA SANDRA MERA

Function Manual For The Accommodation Sector

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Function Manual For The Accommodation Sector

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MANUAL OF FUNCTIONS FOR THE LODGING SECTOR

It is generally used in lodging establishments that are functionally structured, that is

It is the fundamental basis of an establishment that provides lodging services,

HOSTESS CHEF AMA DE LLAVES R&R

AREA OR UNIT MANAGEMENT

POSITION OF IMMEDIATE MANAGER

IMMEDIATE SUBORDINATES Assistant and heads of areas, (administration, commerce, lodging,

NO. DEPENDENTS 5PERSONS

Management is a position held by the director of a company

The management, regardless of the sector in which it operates,

Establish some key points for the productive development of the

1. Appoint all management positions.

2. Conduct periodic evaluations of the performance of the different

PROFILE REQUIRED FOR THE POSITION

Academic studies - Professional or technologist in business administration.

Areas of Previous Experience - manager of lodging establishments.

- Coordinate internal resources

Elaborated Received Approved

Cristian Felipe Salazar Cristian Felipe Salazar Cristian Felipe Salazar

Elaborated: Received Approved

Date 10-08-2012 Date:10-08-2012 Date:10-08-2012

Most successful managers have an IQ above 120, the normal is 80, in

CREATIVITY AND INNOVATION

They delegate with confidence, recognizing the characteristics of each

They give freedom to their collaborators by monitoring results, teaching

 Experience in the company's sector.

 Improve work procedures

IMMEDIATE SUPERVISOR Manager

JUNIOR POSITIONS: Assistant and heads of areas (administration, commercial, A and B,

Name of position Table and bar manager

Position of immediate supervisor General Manager

Immediate subordinate positions Assistant and area managers, (administration, commerce,

Profile required for the position

academic studies completed - Professional or technologist in tourism and hotel

Training, job training and human - English proficiency

Essential basic knowledge - To propose work projects

- Adapt to the surrounding environment while respecting

Date 09-08-2012 Date: 09-08-2012 Date.09-08-2012

DRAFT: Víctor muñoz REVISED: Tatiana pino APPROVED: Kelly Orozco

Date:09-08-2012 Date. 09-08-2012 Date: 09-08-2012

Position title Food and beverage manager

Dependency Food Department

Description of the position

Related areas - Cost Departments:

Position of immediate General Manager

- Manage the sections, components of the food and beverage department.

- Interviews with new entrants.

- Request for extra personnel.

- Stock control (Preparation of cards).

- Work in coordination with: purchasing, accounting, and costing.

- Oversee stores and dish preparation

- Implementing controls, monitoring the discipline of its personnel

- Holds a monthly meeting with its staff to discuss issues related to

NAME OF POSITION Hostess

AREA OR UNIT Food & Beverages

POSITION OF IMMEDIATE SUPERVISOR Food Manager

IMMEDIATE SUBORDINATES NOT APPLICABLE

NUMBER OF DEPENDENTS NOT APPLICABLE

ACADEMIC STUDIES  Baccalaureate

TRAINING FOR WORK  Event organizer

AREA OF PREVIOUS  Good PC and office equipment handling

Prepared by I review Approved

Date:09 /08/2012 Date:09/08/2012 Date:09/08/2012