Pearson New International Edition International pcl tp indd 1

Front 
Office 
Information
Hotel General 
Manager
Marketing & 
Sales
Food & 
Beverage
Maintenance & 
Engineering
Security
Housekeeping
Accounting
Qu
ality
and Quanti
t
y Standa
rds
Gu
es
t S
erv
ice
Goa
ls Are
Attained; The Hot
el
I
s Su
cce
ssfu
l
635

---

FRONT OFFICE : HUB OF THE HOTEL
SECTION REVIEW AND DISCUSSION QUESTIONS
Section Objective:
Summarize the front office’s role in coordinating guest service,
centralizing operating information, and facilitating the work of hotel staff.
Section Summary:
The front office department is the focal point of the hotel’s guest
service efforts. Guests receive and evaluate service as they make hotel reservations,
register at the property, make service requests during their visit, and check out.
The front office collects much of the information hotel managers need for decision
making and distributes it through PMS reports. Managers in all departments use
information in PMS reports to make decisions related to (1) the volume of business
anticipated, (2) how employees should be scheduled in response to business
volume, and (3) the work assignments to be completed by staff.