Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
SECTION REVIEW AND DISCUSSION QUESTIONS
Section Objective:
Consider basic human resources tactics applicable to recruit-
ing, selecting, orienting, training, motivating, leading, staffing, and scheduling
entry-level front office employees.
Section Summary:
FOMs must use basic principles of human resources manage-
ment as they facilitate the work of entry-level front office employees. Their goal is
to help the hotel and front office become an employer-of-choice in the community.
Large properties have human resources departments with specialists to help with
recruitment, selection, orientation, and training of employees. Managers in small
properties must perform these tasks without centralized assistance. Hoteliers can
use external and internal recruiting tactics to attract the largest number of appli-
cants for vacant positions. They can screen applicants by studying application
forms, by conducting employment interviews and tests, and by performing a basic
reference check to confirm employment dates and positions held. Orientation pro-
vides information that all hotel employees must know, and induction alerts employ-
ees to department-specific information.
New employees must be trained for the front office. A well-designed, eight-
step process applies to both individualized and group training.
FOMs can use a wide range of common sense tactics to motivate front office
employees. When possible, the leadership style of FOMs should be adapted to the
individual needs of those being supervised.
Basic principles of staffing and scheduling are important to plan work tasks
that are integral to work positions. PMS data tempered by the judgment, experi-
ence, and skills of the schedule planner should be used to match the business
volume with the number of front office employees needed (for variable labor
positions) and to determine the best time for those in fixed labor positions to per-
form required work.