Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
The FOM in Action: The Challenge
Raoul is the FOM in a large destination resort in
Hawaii. The resort is part of a chain that has sim-
ilar properties in other locations throughout the
Pacific. Raoul has enjoyed working with several
young front desk agents who are from the local
area. Several began working at the property
while in high school, have remained for several
years after graduation, and have expressed an
interest in the lodging industry. This is good news
for Raoul because, like his competitors through-
out the area, he is experiencing a shortage of
highly qualified staff members for almost all lodg-
ing positions.
During a performance appraisal session for
one of these employees, Raoul asked, “Kimo, have
you thought about your professional future? You’ve
told me that you enjoy your front office position
and want to learn more and be promoted. What are
your plans to do this?”
Kimo responded: “I have been thinking about a
lodging career. If you have time now, can we talk
about it? What is your advice about what I should
do? How can you and the hotel help me to plan and
advance in my career?”
What are some general suggestions that Raoul
should make to Kimo?