Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Employee handbook:
Written policies and procedures related to employment at a hotel. Sometimes
called an 
employee manual.
Many general managers recognize the importance of an effective orientation pro-
gram to initiate the relationship between the property and the new employee. They
take an active part in the orientation that includes much more than a short speech of
welcome. The general manager who takes time to meet all new employees shows
respect for them and indicates the dignity with which employees are treated. In the
process, the manager is setting the stage for an employer-of-choice environment,
which will yield highly motivated employees who will help the hotel attain its guest
service, financial, and other goals.