Pearson New International Edition International pcl tp indd 1

warm-body syndrome.
FRONT OFFICE SEMANTICS
Selection:
Process of evaluating job applicants to determine those more qualified (or potentially quali-
fied) for vacant positions.
Warm-body syndrome:
Often used but ineffective selection technique that involves hiring almost anyone
who applies for the vacant position, without regard to qualifications.
OVERVIEW OF THE FRONT OFFICE DEPARTMENT
1
These and many other recruitment tactics are reviewed in Hayes, D., and J. Ninemeier. 2001. Fifty One-Minute Tips
for Recruiting Employees. Building a Win–Win Environment. Menlo Park, CA: Crisp Publications.
144

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The “best” candidates for any front office position are those who are most able
to interact with hotel guests and team peers. Many hotel observers note that “prob-
lem” employees are most typically those who have attitude problems and are unable
to professionally interact with their supervisor and peers. These employees generally
have the knowledge and skills necessary to successfully perform required job tasks,
but they do not have the desire to do so.
Front office applicants can be screened with several traditional selection tools.
•
Preliminary screening, including review of the applicant’s application form. The
form used for front office personnel will likely be the same as that used for
applicants for positions in other departments. Application forms should be
developed carefully and reviewed by a qualified attorney to make sure they are
not prejudicial to any class of applicants covered by Equal Employment
Opportunity guidelines or related laws.