Pearson New International Edition International pcl tp indd 1

Maintenance and Engineering Department
ROLE OF FRONT OFFICE: HUB OF THE HOTEL
Front Office:
Hub of the Hotel
590

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FRONT OFFICE : HUB OF THE HOTEL
Chapter Preview
As you approach the end of this book, recall its emphasis on the role of FOMs and
other managers in determining and providing the products and services their guests
desire. Recall also that technology provides FOMs and other decision makers with
information required for effective planning and decision making. A primary respon-
sibility of the front office is to coordinate the provision of guest services with devel-
opment and dissemination of information to all hotel departments. This chapter
focuses on how front office staff members interact with their peers in other depart-
ments as we consider the front office as the hub of the hotel.
The chapter begins with the hotel’s executive committee—the hotel’s top-level
managers. After explaining the purpose of the committee and describing the topics of
its meetings, the chapter discusses what the FOM brings to the committee’s discussions.
Information provided by the front office affects every hotel department. The
business volume forecasts of the front office drive the development of employee
schedules and personnel assignments.
FOMs and their staff interact with all hotel departments, and this chapter looks
closely at relationships in seven departments. In three departments—general manager,
marketing and sales, and food and beverage—staff members have significant guest
contact. In four departments—accounting, housekeeping, security, and maintenance
and engineering—staff members have less guest contact but have significant influ-
ence on guest services and, ultimately, the hotel’s success.
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.