Pearson New International Edition International pcl tp indd 1

FIGURE 7
(continued)
131

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OVERVIEW OF THE FRONT OFFICE DEPARTMENT
FIGURE 8
Overview of job tasks for common front office management positions.
Resident Manager
(1)
Facilitates the work of those with direct management obligations for security, front office operations, and housekeeping to
ensure that these departments consistently deliver the highest levels of guest service and attain revenue and expense goals.
•
Directs the work of the director of security, FOM, and executive housekeeper; interacts with human resources personnel
regarding recruitment, selection, orientation, training, and performance appraisals tactics for these top-level department
managers.
•
Analyzes operating costs and coordinates development of department operating budgets.
•
Reviews PMS reports to monitor revenue generation, yield management forecasts, expense management, and payroll
controls.
•
Prepares operating reports for the general manager.
•
Coordinates service and guest expectation and experience information with other department heads; works with staff to
plan for and implement corrective actions that address issues related to responsibilities.
•
Facilitates implementation of corrective actions within responsible departments when negative variances occur.
•
Assumes manager-on-duty coverage in absence of the general manager.
•
Performs room and ground inspections.
•
Encourages use of positive tactics in guests relations.
•
Ensures that corrective actions resolve guest complaints.
•
Oversees security concerns: helps ensure a safe environment for guests and staff members and helps to protect hotel
assets.