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property’s front office?
One challenge is to motivate my associates. For example, there should be an obvious sense of urgency if guests become
upset, and their issues must be resolved immediately. Each member of our front office team must really have this emphasis
on maximizing guest satisfaction.
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FRONT OFFICE : HUB OF THE HOTEL
FRONT OFFICE SEMANTICS LIST
Deep cleaning
Group resume
Policy
Operating costs
Flash report
Gateway
Business case
Pre-key (guestroom)
Consortia rate
Guarantee (banquet)
Dram shop law
Lobby foodservices
Sleep out
Sleeper
Defibrillator
Identity theft
Maintenance request form
FRONT OFFICE AND THE INTERNET
•
To learn about the evacuation of the World Trade Center Marriott during and
immediately after the tragedy of September 11, 2001, from the perspective of
the property’s director of loss prevention who was on-site at the time, go to
www.securitymanagement.com/library/001305.html For related stories, type
Marriott Evacuation into your favorite web browser.
•
Many applications of technology can be used by department heads to schedule
staff members after the volume of business is known. To review some of these,
type employee scheduling into your favorite search engine.
•
This chapter summarized the primary responsibilities of FOMs: coordination
of guest services, centralization of operating information, and facilitation of the
work of hotel staff. Use your favorite search engine and type in hotel front office
manager. Review some of the seemingly thousands of job descriptions. Sort the
job tasks that you find into the three categories above. Are there tasks that do
not fit into these categories? If so, what are they? Is another classification of
work responsibility required?
•
You read about identity theft in this chapter and about tactics that front office
personnel can use to assist their guests. Type identity theft into your favorite
search engine; select from the Web sites you find and review their information.
•
The U.S. government provides fire safety information for employees who must
travel on official business. To view this information, go to www.usfa.fema.gov/
applications/hotel/
•
To see what guests and other consumers can learn about hotel fire emergencies,
check out these Web sites: www.danger.mongabay.com (click on “How to Survive
Hotel Fires”) and www.christinecolumbus.com/hotelfiretips.asp