Pearson New International Edition International pcl tp indd 1

ROADMAP 1
FIGURE 1
Typical agenda items for executive committee meetings.
593

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FRONT OFFICE : HUB OF THE HOTEL
Let’s consider some examples of executive committee topics in relation to con-
cerns of the FOM:
•
Guest service input. Issues specific to a department such as improper tele-
phone skills of front desk agents (front office department) or food quality in
a hotel restaurant (food and beverage department) would likely be discussed
in a private meeting of the general manager and the appropriate department
head. Many issues, however, involve more than one department and represent
general concerns that are addressed in an executive committee meeting. For
example, excessive delays in gaining access to guestrooms involve the front
office (registration) and housekeeping (cleaning). Guest complaints about
room maintenance concern housekeeping personnel (why weren’t problems
noticed as rooms were inspected?) and engineering and maintenance staff
(who repaired or failed to repair the fixtures and systems in question). Did an
inaccurate food and beverage charge on the guest folio result from incorrect
information transmitted by food and beverage personnel or from incorrect
posting procedures by front office staff? Executive committee discussions
about guest complaints are frequently a prerequisite to their resolution.
•
Long-term group business. Some issues are best managed by discussions between
representatives of the departments that must coordinate services, for example,
opportunities to provide early registration and late check-outs for group atten-
dees, the presence of many disabled guests, and the need for special baggage
handling or meeting setup requirements. If, for example, the director of sales
and marketing circulates a group resume specifying foodservice requirements,
meeting rooms needed, and scheduling concerns for a planned meeting, there
is less chance for miscommunication as the event evolves.