Pearson New International Edition International pcl tp indd 1

process of management. Most, if not all, of the responsibilities, activities, and skills
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.
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 3
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OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Management Responsibilities
•
Deal effectively with the hotel’s and the department’s internal and external customers. Identify and resolve all guest con-
cerns to ensure high levels of guest satisfaction in the delivery of services.
•
Remain calm and alert during emergency situations or heavy property activity (e.g., heavy occupancy or in-house meet-
ings). Serve as a leader and role model for other employees.
•
Make decisions and take action based on previous experience. Use good judgment to determine useful procedures for
unusual situations.
•
Communicate effectively both orally and in writing to provide clear direction to staff members. Observe staff performance
and create a work environment that fosters the professional development and growth of employees. Monitor workloads
and make staffing recommendations accordingly.
•
Provide clear directions, instruction, and guidance. Attend a variety of meetings and conduct staff meetings to ensure
timely and effective communication and coordination within and between departments.
•
Know labor-related legislation and applicable collective agreements, human resources policies, and procedures suffi-
ciently to ensure correct application and adherence as staff are supervised.
•
Organize and prioritize work to meet deadlines.
•
Supervise staff including recruitment, training, counseling, performance evaluation, and discipline.
•
Access and input information using a (increasingly) complex, automated PMS.
•
Possess mathematical skills necessary to develop financial management tools, to complete management forecasts, and
to monitor payroll controls.
•
Logically and independently plan, organize, and complete work in a timely manner.
•
Evaluate work quality, read materials, and review documents; receive instructions and learn about inquiries from guests,
staff, and management peers.
•
Keep immediate supervisor informed of all problems or unusual events.
•
Protect the property’s assets.
•
Comply with all policies and procedures.