Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Positions that do not require an incumbent to manage the work of others are referred
to as nonmanagement positions. Most typically, these are entry-level positions in
which the incumbent is paid a wage.
FRONT OFFICE SEMANTICS
Entry-level position:
Position that requires little previous experience in or knowledge of job tasks and
whose incumbents do not direct the work of other staff members.
This section reviews job tasks, skills, and traits of front office personnel in man-
agement and nonmanagement positions.
Management Positions
What do managers in front office positions do? Not surprisingly, some of their
responsibilities, activities, and skills are similar to those of their management peers in
other departments of the hotel. Many of these are listed in Figure 7. As you review
Figure 7, note the emphasis on guest service, management of employees, and control
of factors that address the attainment of financial goals. Communication skills,
knowledge about ways to maximize guest and employee safety, and legal aspects of
management responsibilities are also listed. Note that there is, in fact, a universal