Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Step 3
Learn how
to train.
Step 4 
Prepare for
the training.
Step 2
Determine how
each task should
be done.
Step 1
Define tasks for
which training is
needed.
Step 7 
Coach the trainee
to reinforce
correct methods.
Step 8 
Evaluate the
training and
the trainer.
Step 6 
Allow trainee
to practice (learn).
Step 5 
Conduct the
training.
PLAN THE TRAINING
PREPARE FOR TRAINING
DELIVER THE TRAINING
FOLLOW UP AFTER TRAINING
FIGURE 11
Steps for effectively training front office personnel.
148

---

•
Step 2: Determine how each task should be done. For routine, recurring tasks, stan-
dard operating procedures should be available. For example, how exactly is the
computer used to check in guests with a reservation? Basic operating proce-
dures are provided by the software manufacturer, but specific procedures should
be developed by the FOM and his or her team.
•
Step 3: Learn how to train. Even the best-intentioned and experienced FOM or
supervisor will not “magically” know how to train. Every hotel should at least
have available an off-the-shelf train-the-trainer program to teach what should
and should not be done as the training process evolves.