Pearson New International Edition International pcl tp indd 1

CHAPTER ROADMAP
Objective 1
Explain that the
primary function of
front office staff is to
coordinate guest
services, and review
basic front office
functions and
responsibilities that
allow staff to meet
guest standards.
Front Office
Functions and
Responsibilities
Objective 3
Review job tasks
commonly found in
management and
nonmanagement
positions in the front
office (rooms division)
of a large hotel. 
Objective 4
Consider basic human
resources tactics
applicable to recruiting,
selecting, orienting,
training, motivating,
leading, staffing, and
scheduling entry-level
front office employees.
Human Resources
Management:
Entry-Level Personnel
Front Office Positions
• Management
• Nonmanagement
Front Office
Organization
Objective 2
Describe how a front
office department in a
small, large, and mega
hotel may be
organized.
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Which department in a hotel is most important? Experienced hoteliers know
that all departments are important. Each department is responsible for different
functions, all of which, in one way or another, affect guests. Work outputs fre-
quently flow to and through the front office on the way to pleasing the guests. It is
with guest focus in mind that the concept of the “front office as the hub of the hotel”
becomes relevant.
As a result of reading this chapter, you should have an idea about why an entire
book on hospitality management can be devoted to one department (front office) in
one type of property (hotel). The role of the front office is absolutely critical to the
property’s success. It is where guest service begins, where guest service is focused dur-
ing a guest’s stay at the property, and, where the service experience is concluded.