Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
FIGURE 6
Organization chart for rooms division in a mega hotel (3,000 rooms).
Resident Manager
(1)
General Manager
Director of
Security
Reservations 
Manager
(5)
Manager,Front
Desk
(7)
Front Desk
Cashiers
(13)
Concierge
Staff
(16)
Supervisor, Bell
Services
(9)
Front Desk
Agents
(14)
Uniformed Services
Manager
(8) 
Reservations
Agents
(12)
Bell Services
Attendants
(15)
Door
Attendants
(17)
Parking
Attendants
(18)
Van
Drivers
(19)
Assistant
FOM
(6)
PBX (Telephone)
Manager
(4)
PBX (Telephone)
Operators
(11)
Front Office
Manager
(3)
Executive
Housekeeper
Controller
Night
Auditors
(10)
Number after each position title refers to the listing of job tasks in Figures 8 and 9.
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OVERVIEW OF THE FRONT OFFICE DEPARTMENT
A property’s size will often determine the scope of an FOM’s responsibilities.
has probably evolved over time and is currently perceived to best meet the needs of
the property. In some large properties, the responsibilities for reservations of tran-
sient guests may rest with the marketing and sales department, and there may be a
rooms control manager (also called rooms controller) within the front desk depart-
ment who manages room blocks for group reservations after they are booked. Some
properties create specialized positions of night front desk supervisor and night front
desk agents. There may also be a manager (or supervisor) of night auditors. In spite
of these and many other variations, Figure 6 represents the basics of an organiza-
tional structure that shows the range of front office responsibilities in a very large
property.
The next section reviews job tasks for many of the positions illustrated in Fig-
ure 6. Recall that in smaller properties, fewer persons perform wider ranges of activ-
ities. Recall also that someone in a property of any size must be responsible for each
of the most basic activities that will be identified.
©
Dor
ling Kindersle
y
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