Pearson New International Edition International pcl tp indd 1

Management Activities
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Develop and recommend short- and long-term goals, and establish and implement specific strategies to achieve them.
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Develop, recommend, and implement policies and procedures and ensure that all guidelines are followed.
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Develop, recommend, and implement departmental standards and improvements to standards that support the business
plan and increase guest satisfaction.
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Prepare, recommend, and implement budgets. Monitor progress throughout the fiscal period and take corrective action
as necessary.
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Research and recommend new products, automation, and services to improve operations and service delivery processes.
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Monitor employee performance. Ensure that workloads are fairly distributed while recognizing experience and skill levels
of employees. Ensure appropriate staffing levels for business conditions.
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Prepare operating reports for management review.
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Prepare letters, memos, and reports.
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Remain alert throughout the duration of the shift and remain calm during emergency situations.
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Know and follow all safety and emergency procedures.
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Maintain staff attendance and payroll records.
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Emphasize employee development by coaching staff, by offering training to those who are qualified, and by assigning
qualified mentors to employees who request them.
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Conduct regular staff meetings.
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Manage daily staffing to ensure that all necessary positions are filled, and guest service standards are maintained.
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Serve as the property’s manager on duty as requested.
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Train, cross-train, and develop employees for promotions.
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Resolve guest complaints to benefit guests and the property.
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Perform tasks as assigned by higher-level management.
FIGURE 7
General management responsibilities, activities, and skills: all front office managers.
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