Pearson New International Edition International pcl tp indd 1

FRONT OFFICE : HUB OF THE HOTEL
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Work orders initiated summary
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Open work orders list
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Maintenance log reports
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Occupancy forecasts (short and long term)
SECTION REVIEW AND DISCUSSION QUESTIONS
Section Objective:
Discuss common ways that FOMs and their staff interact with
managers and others in building services departments.
Section Summary:
Managers in the accounting department interact with the FOM
and his or her staff when, for example, night auditors are trained, room revenues
and occupancy information is audited, front desk cash banks are maintained, and
guest billing disputes are resolved.
Housekeeping managers alert front desk personnel when guestrooms are
cleaned and available for sale. They also accept responsibility for lost and found items
and fulfill guest requests to front desk agents for guestroom linens and amenities.
Security staff plan and deliver safety training programs and develop proce-
dures used by front desk personnel as they communicate with guests about
safety concerns. They interact with other managers, including the FOM, to
develop crisis plans that provide direction in the event of emergencies such as
fires, bomb threats, power outages, earthquakes, hurricanes, and tornadoes.
Front office staff must be well versed in tactics for building evacuation and
alerting the appropriate responders about medical emergencies. They must
also be able to respond appropriately to guest concerns about noise, suspicious
persons, safety, and other issues brought to their attention. 
Maintenance managers help ensure that rooms are maintained in proper
condition, and that repairs are made on a timely basis to maximize the number
of guestrooms that can be rented.