Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Department head:
Individual responsible to a higher-level executive such as hotel general manager or
resident manager for all property activities related to a specific function such as front office, food and
beverage, accounting, human resources, sales and marketing, housekeeping, maintenance and engi-
neering, and security.
Manager:
Staff member who directs the work of supervisors.
Supervisor:
Staff member who directs the work of entry-level employees.
When reviewing Figure 7 notice how the responsibilities and activities of front
office personnel have become more specialized. Instead of one (or a few) employees
basically performing all required tasks, there are now desk agents bell services