Pearson New International Edition International pcl tp indd 1

FRONT OFFICE INTERACTIONS WITH GUEST CONTACT DEPARTMENTS
FOMs interact with managers in three guest contact departments: general manager,
marketing and sales, and food and beverage. Managers in these departments make
financial and operating decisions based on information from the front office. As you
can see in Roadmap 3, details of the front office’s interactions with these three
departments are discussed in this section of the chapter.
General Manager
Technically, the general manager (GM) might not be considered a guest contact
department. However, the FOM does have important ongoing contact with this offi-
cial who, in turn, has significant guest contact. Contacts between the FOM and GM
generally concern four issues: guestroom reports, financial concerns, service recom-
mendations, and day-to-day operations.