Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
Well-trained FOMs can empower their staffs to provide consistent guest service.
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For empowerment to be effective, FOMs must follow these guidelines:
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Treat employees like adults.
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Respect employees as individuals.
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Recognize that employees can make significant contributions to the department
and the hotel.
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Ask for and use employees’ suggestions.
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Trust staff members.
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Allow employees to find pride and joy in the workplace.
The need for employee empowerment will not go away. Instead, it must become fur-
ther ingrained into the organizational culture of all departments in the hotel.
Managers and employees working together can accomplish more together than they
can independently. The empowerment effort is a critical strategy to help the hotel
please guests and, in the process, to remain competitive.