Pearson New International Edition International pcl tp indd 1

The FOM in Action: A Solution
What strategies and tactics can a new FOM such
as Candida use to improve guest service ratings
for the front office and to improve the morale of
front desk agents who did not like their previous
supervisor? The new FOM should begin by ac-
knowledging an important philosophy: The guest is
the reason for my job. The FOM also must under-
stand that the employees’ attitudes toward guest
service are influenced by what the FOM does (and
does not do) and says (and does not say).
A good place to start is with a group meeting to
initiate the process of reestablishing a professional
relationship with all members of the front office
team. Discussion can include the following issues:
•
What can I (the FOM) do to help?
•
What do employees like (dislike) about their
jobs?
•
What do the guests like (dislike) about their
visits to the property?
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