Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
FIGURE 14
Leadership styles for front office managers.
Overview of
Target employee for
Type
leadership type
leadership type
Autocratic manager
Bureaucratic manager
Democratic manager
Laissez-faire manager
FOM retains as much power and
decision-making authority as
possible. FOM makes decisions
without consulting employees. Orders
are given to and must be obeyed by
employees without their input.
FOM “manages by the book.”
Emphasis is on doing things specified
by rules, policies, regulations, and
standard operating procedures.
FOM relies on higher levels to
resolve problems not addressed by
the rules.
FOM involves employees in aspects
of the job that affect them. Employee
input is solicited. Employees