Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Successful applicants for front office positions will have a good attitude, knowledge of com-
puter programs, general mathematical abilities and the best guest service skills.
Dennis MacDonald/P
hotoEdit Inc.
145

---

•
Employment interviews. In large hotels, an initial screening interview will
likely be conducted by a representative of the human resources department as
a final step in the screening process. Applicants judged potentially eligible are
then referred to the front office department for an interview with the FOM,
the supervisor with whom the applicant would work, or both. In small proper-
ties, initial interviews are often conducted by the applicable department head.
Sometimes (and this is desirable) the position’s supervisor is involved in the
interview process.
•
Employment tests. These selection tools can be useful especially when an appli-
cant with experience is desired. For example, if a properly trained reservations
agent must be able to do word processing, a test could be conducted to determine
an applicant’s word processing proficiency. If a night auditor with knowledge of a
specific software package is desired, knowledge or skills tests could be developed
to allow applicants to demonstrate their competence with the required system.
•
Reference checks. References may be checked to confirm employment dates and
positions held.
•
Review of other requirements. Van drivers may be required to have and maintain
a specific type of state driver’s license. Cashiers handling money may require
bonding; processing of paperwork with an insurance company will determine
if bonding is possible for an applicant.
•
Drug screening (if done by the hotel). The FOM should discuss the use of
drug tests for applicants with human resources managers, who likely will have
obtained legal advice about the appropriateness of and procedures for this
screening tactic.