Pearson New International Edition International pcl tp indd 1

Objective 2
Describe how a front
office department in a
small, large, and mega
hotel may be
organized.
Objective 4
Consider basic human
resources tactics
applicable to recruiting,
selecting, orienting,
training, motivating,
leading, staffing, and
scheduling entry-level
front office employees.
Human Resources
Management:
Entry-Level Personnel
Front Office Positions
• Management
• Nonmanagement
Front Office
Organization
ROADMAP 1
117

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OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Other Hotel Departments* 
• Food and Beverage 
• Accounting
• Sales and Marketing 
• Housekeeping 
• Engineering and Maintenance
• Security
The
Guest
Front
Office
Department
Provides
Guest Service
Coordinates
Guest Service
Delivers Guest Service
*Two departments (human resources and purchasing) are omitted; they provide services to other departments
that, in turn, provide service to the guests.
FIGURE 1
Front office department: Centralizing and coordinating the hotel’s guest serv-
ice function.
FIGURE 2
Examples of coordination: The front office and other hotel departments.