Pearson New International Edition International pcl tp indd 1

Example of direct service 
Coordinated by 
Department
delivered by department
front office
Food and beverage
À la carte dining
Charges to guestroom routed
to front office for entry in
guest 
folio
Accounting
Modifications to guest charges
Original room and other
after departure
charges maintained during
the guest’s stay
Sales and marketing
Planning of meetings and
Guest concerns during event
functions
routed through the front desk
Housekeeping
Cleaning of guestrooms and
Guestroom linen requests
public areas
made to front desk personnel
Engineering and maintenance
In-room maintenance during
Request for guestroom 
guest stay
maintenance made to front
desk staff
Security
Management of guest-related
Telephone request for 
security issues
security assistance made to
front desk staff
To introduce the role of the front office department in coordinating guest serv-
ices, examples by department are previewed in Figure 2. The examples show guest
service delivered directly by each department and indicate how that service is coor-
dinated by front office personnel.
To this point, the chapter has emphasized the significant role of the front office
in directly providing service to guests and in coordinating services provided by other
departments. To carry out this role effectively, the FOM and staff must engage in
specific activities which are reviewed next.
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