Pearson New International Edition International pcl tp indd 1

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 4
143

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FRONT OFFICE SEMANTICS
Turnover rate:
Measure of the proportion of a workforce that is replaced during a designated time
period (e.g., month, quarter, or year). Number of employees separated ÷ number of employees in the
workforce 
⫽
employee turnover rate.
FOMs in hotels of all sizes can successfully use internal recruiting tactics. When
external recruiting must be undertaken, managers in large properties have an ally in
the human resources department. As noted, however, managers in small properties
must assume this responsibility themselves.
FRONT OFFICE SEMANTICS
Internal recruiting:
Tactics to identify and attract currently employed staff members for job vacancies
that represent promotions or lateral transfers to similar positions in the same organization.