Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Kiosk:
Small electronic unit (machine) located in a hotel lobby that allows guests with proper identifi-
cation to register or check out of the hotel without the need to interact with a front desk agent.
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OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Primary Function: Coordinate Guest Services
What is the primary function of the front office? A lengthy answer involves the
many activities discussed throughout this book. A more concise response, however,
relates to the front office as the hotel’s primary point of contact with guests.
Therefore, the front office manager (FOM) must coordinate the work of other
departments to ensure that each guest’s stay is an enjoyable and value-filled expe-
rience, which helps to help promote repeat business and positive word-of-mouth
advertising.
The role of the front office in interacting with guests and coordinating the serv-
ices of other departments with a focus on the guests has prompted some organizations
to change its name. For example, instead of the term front office, some properties pre-
fer the term guest services. Staff members working at the front desk in these proper-
ties are no longer called front desk clerks or front desk agents; instead, they are referred
to as guest service agents.
Figure 1 reemphasizes the service-related function of the front office depart-
ment. When reviewing Figure 1, note that front office staff members provide 
service directly to guests, for example, when reservations are made, as guests regis-
ter and depart from the property, and as guests request service during their stay.
Objective 1
Explain that the
primary function of
front office staff is to
coordinate guest
services, and review
basic front office
functions and
responsibilities that
allow staff to meet
guest standards.
Front Office
Functions and
Responsibilities
Objective 3
Review job tasks
commonly found in
management and
nonmanagement
positions in the front
office (rooms division)
of a large hotel.