Pearson New International Edition International pcl tp indd 1

Participates in performance appraisals of front desk agents and cashiers.
•
Maintains master-key control during each shift.
•
Verifies that accurate room status information is maintained and properly communicated.
•
Resolves guest problems.
•
Updates group information. Maintains, monitors, and prepares group requirements and relays information to appropriate
personnel.
•
Completes reports on credit limits and potential room revenues.
•
Receives information from the previous shift manager; provides details to the oncoming shift manager.
•
Maintains a professional environment within the department.
FIGURE 8
(continued)
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that the night auditor is a direct report to the controller. In some hotels, this posi-
tion may report to the FOM. As a second example, note that the organization
chart in Figure 6 does not separate positions applicable to the night shift. In 
some very large properties, there may be a separate night shift manager who
reports to the FOM. The night shift manager directs the work of a night shift
supervisor, and night shift clerks (and even the night auditor) may report to the
night shift supervisor.
Regardless of the hotel’s size or exact organization, numerous activities exist that
must be done by someone. The discussion in Figure 8 identifies activities in rela-
tion to specialized positions, but these activities could be grouped into one position
in different ways.