Pearson New International Edition International pcl tp indd 1

FRONT OFFICE : HUB OF THE HOTEL
ROLE OF FRONT OFFICE: HUB OF THE HOTEL
When human resources personnel develop training programs for hotel employees,
they frequently use a strategy in which trainers (1) tell trainees what they are going to
say (preview information), (2) present the training, and (3) tell trainees what they have
said (review the information). This book has followed a similar pattern. The first few
chapters presented an overview of how the front office serves guests and assists staff
members throughout the hotel. Now, as suggested in Roadmap 5, this section of the
if any, tactics would you use as a general manager to increase the safety of
guests and employees?
4. What concerns might you, as an FOM, have as you provide input to your hotel’s
crisis plans about the safety of your staff. For example, front desk agents play
an important role in guest notification about emergencies, while at the same
time they may risk their own safety.
5. What are some things that you would do as a maintenance and engineering
manager when you interact with housekeeping managers on a daily basis to
minimize the need to declare guestrooms out of order and, therefore, unavailable
for sale by front desk agents?
Objective 3
Discuss common ways
that FOMs and their
staff interact with
managers and others in
departments that have
contact with guests.
Objective 1
Discuss the importance 
of the executive 
committee and review
typical items on 
meeting agendas.
Front Office Interactions
with Building Services
Departments
Objective 4
Discuss common ways
that FOMs and their
staff interact with 
managers and others 
in building services 
departments.
Front Office Interactions
with Guest Contact
Departments
How Front Office
Information Assists All
Hotel Departments
The Executive
Committee
Objective 5
Summarize the front 
office’s role in 
coordination of guest 
service, centralization of 
operating information,
and facilitation of 
work of hotel staff.
Role of Front Office:
Hub of the Hotel
Explain how 
information generated 
by the front office is 
used for staff scheduling 
and work assignments 
by other departments.