Pearson New International Edition International pcl tp indd 1

Discussion Questions:
1. Assume that a specific department head is overbudget for the month and year-to-
date for expenses chargeable to his or her department. When, if at all, would con-
versation about this matter be appropriate during an executive committee meeting?
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FRONT OFFICE : HUB OF THE HOTEL
HOW FRONT OFFICE INFORMATION ASSISTS ALL DEPARTMENTS
As shown in Roadmap 2, this section will review information that is required by all
departments but that is provided by the front office.
Scheduling Staff
Many hotel employees are scheduled based on the forecasted volume of business.
Whereas there is only one FOM and, in a large hotel, only a few assistant FOMs,
there are likely to be many front desk agents. Many will be scheduled according to
the volume of the forecasted business, that is, guest arrivals, departures and stayovers.
Figure 2 lists other hotel departments and indicates whether front office information
has a direct or indirect impact on employee scheduling in that department.
Objective 3
Discuss common ways
that FOMs and their
staff interact with
managers and others in
departments that have
contact with guests.
Objective 1
Discuss the importance 
of the executive 
committee and review
typical items on 
meeting agendas.
Front Office Interactions
with Building Services
Departments
Objective 4
Discuss common ways
that FOMs and their
staff interact with 
managers and others 
in building services 
departments.
Front Office Interactions
with Guest Contact
Departments
How Front Office
Information Assists All
Hotel Departments
The Executive
Committee
Objective 5
Summarize the front 
office’s role in 
coordination of guest 
service, centralization of 
operating information,
and facilitation of 
work of hotel staff.
Role of Front Office:
Hub of the Hotel
Explain how 
information generated 
by the front office is 
used for staff scheduling 
and work assignments 
by other departments.