Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Accountability:
Obligation created when a staff member is delegated duties and responsibilities from
higher levels of management.
FOMs must understand their own role in helping to establish and maintain the guest
service priority for those whom they supervise. They must recognize that what they
do (and don’t do) and what they say (and don’t say) may be the most significant fac-
tors in determining the extent to which service is emphasized in the department.
What else can FOMs do to ensure that their employees know and consistently