Pearson New International Edition International pcl tp indd 1

Chapter Outline
FRONT OFFICE FUNCTIONS AND RESPONSIBILITIES
Primary Function: Coordinate Guest Services
Specific Activities: Deliver Guest Services
Front Office Responsibilities
FRONT OFFICE ORGANIZATION
Small Hotel (75 Rooms)
Large Hotel (350 Rooms)
Mega Hotel (3,000 Rooms)
FRONT OFFICE POSITIONS
Management Positions
Nonmanagement Positions
HUMAN RESOURCES MANAGEMENT (ENTRY-LEVEL PERSONNEL)
Recruitment and Selection
Orientation and Training
Motivation and Leadership
Staffing and Scheduling
Overview of the Front
Office Department
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OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Chapter Preview
In this chapter, we are ready to discuss the specifics of front office management as we
answer these questions: What are the responsibilities of a hotel’s front office depart-
ment? How is the front office organized and what positions typically make up the
department? What work activities (job tasks) are performed by those in front office
positions?
Service is delivered by people. Employees are the department’s most important
resource, and basic principles of human resources management must be used consis-
tently to ensure that the best employees are available, and that they are performing
effectively. The concluding section of this chapter addresses basic tactics for staff
recruitment and selection, for orientation and training, for motivating and supervis-
ing, and for staffing and scheduling.