Pearson New International Edition International pcl tp indd 1

Specific Activities: Deliver Guest Services
Figure 3 reviews specific activities of front office personnel that enable the depart-
ment to meet guests’ needs. Each of the activities is integral to the front office depart-
ment’s role in delivering guest service:
•
Revenue management: Establishes guestroom rates.
•
Reservations management: Arranges (reserves) a room for guests before their
arrival.
Front Office
Department Activities
Guest
Services
Concierge
Uniformed
Services Staff
Front Desk
Staff
Reservations
Management
Revenue
Management
Night
Audit
FIGURE 3
Front office activities.
Adapted from Hayes, D. K., and J. D. Ninemeier. 2004. 
Hotel Operations Management, p. 177. Upper Saddle River,
NJ: Pearson Prentice Hall. Reprinted by permission.
119

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•
Guest services: Assists with registration and service requests during guests’ stay
and helps guests settle charges as they depart. Concierge and uniformed serv-