Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
FIGURE 9
General responsibilities and skills: Nonmanagement staff.
General responsibilities and skills required for nonmanagement employees
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Wears appropriate uniform, if applicable, at all times.
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Works to comply with the hotel’s hospitality (guest service) commitment.
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Has oral and writing skills appropriate for the position with basic language fluency applicable
to peers and property guests.
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Is citizen of country or has valid work permit.
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Complies with written and oral directions.
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Pays attention to details.
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Can handle multiple tasks concurrently (if appropriate).
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Is knowledgeable about the property, its revenue-producing outlets, and its amenities.
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Willing to work a variety of day and night and weekend shifts if needed.
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Lives in the local area or within commuting distance.
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Willing to stand for long periods of time.
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Uses excellent people skills.
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Uses computer for selected work tasks.
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Has appropriate physical stamina for a work environment that can be fast paced and stressful.
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Has a genuine interest in helping guests and employee peers.
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Has a strong work ethic.
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Complies with the hotel’s policies and does routine work according to standardized processes.
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Maintains a clean and safe work area.
Properly fitting and well-designed uniforms are an important part of creating a professional
image at the front desk.
S
abina L
ouise P
ier
ce
136

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