Pearson New International Edition International pcl tp indd 1

attendants, auditors, and van drivers.
FRONT OFFICE SEMANTICS
Bell services attendant:
Entry-level hotel employee who assists guests with luggage and who may de-
liver newspapers, dry cleaning, and other guest-related incidentals to guestrooms. Also called 
bell staff.
Mega Hotel
Figure 8A, 8B and 8C are the organization charts for a mega hotel with several 
thousand guestrooms. The number and type of positions have increased signifi-
cantly from the chart of the 350-room property depicted in Figure 7. Note, for
example, that a rooms division director is responsible to a resident manager (who
reports to the property’s general manager). The rooms division director, in turn,
directs the work of an executive housekeeper, a front office manager, and a night
manager. The front office manager directs the work of an assistant front office
manager, a PBX (telephone) supervisor, and a reservations supervisor. Figure 8
also identifies the positions supervised by the assistant front office manager (i.e.,
front office supervisor, uniformed services manager, and head cashier) and the
positions that are the ultimate responsibility of the night manager (i.e., night
supervisor, night auditors, and night clerks). Figure 8 also indicates that the
responsibilities of the uniformed services manager include supervising the work of
the concierge staff, bell services manager (who is responsible for bell services atten-
dants), door and parking attendants, and van drivers.