Pearson New International Edition International pcl tp indd 1

Objective 2
ROADMAP 5
634

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FRONT OFFICE : HUB OF THE HOTEL
final chapter reviews the role of the front office department and its relationship to
guests and other hotel departments. A graphic summary is presented in Figure 9.
As suggested in Figure 9, the front office is the center of the hotel’s efforts to 
collect data and coordinate the dissemination of information used by every depart-
ment. Department managers use the information as they work toward meeting
defined standards of work quality and quantity. As these standards are met, guest
service goals are better attained.
The responsibilities of the front office department are threefold:
•
Coordination of guest services. Front office personnel assist guests as they make
hotel reservations and register at the hotel. Service continues as guests’ needs
are addressed during their visit and when they check out at the end of their
stay. From the perspective of guests, the front office is the primary point of
contact to obtain assistance of almost any type. Front office personnel represent
their peers as they deliver service that reflects the attitude of hospitality that
guests desire and deserve.
•
Centralization of operating information. FOMs, the property’s general manager,
and staff in all departments need accurate and timely information to make
decisions. Much of the data required for short- and long-term decision mak-
ing is collected by the FOM and his or her team and is distributed to decision
makers in PMS reports. Most of the hotel’s revenue is generated from room
FIGURE 9
Front office: the hub that coordinates services of all hotel departments to guests.