Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
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OVERVIEW OF THE FRONT OFFICE DEPARTMENT
Strategy 1:
Follow sound management advice.
Tactic 1:
Serve first and lead second.
Tactic 2:
Learn your turnover costs.
Tactic 3:
Eliminate workers who won’t.
Tactic 4:
Eliminate managers who can’t.
Tactic 5:
Manage your guests.
Strategy 2:
Provide effective orientation.
Tactic 6:
Understand the role of starting wages.
Tactic 7:
Inform employees about their total compensation.
Tactic 8:
Explain the long-term benefits of staying.
Tactic 9:
Share your vision.
Tactic 10:
Motivate entry-level employees.
Tactic 11:
Conduct an entrance interview.
Tactic 12:
Create career ladders.
Strategy 3:
Train correctly.
Tactic 13:
Invest in training.
Tactic 14:
Encourage employees to try your hotel.
Tactic 15:
Train trainers to train.
Tactic 16:
Reward your trainers.
Tactic 17:
Relieve trainers of other job duties.
Tactic 18:
Conduct preshift training.
Strategy 4:
Manage a professional hotel.
Tactic 19:
Strictly enforce a zero-tolerance harassment policy.
Tactic 20:
Create a culturally diverse workforce.
Tactic 21:
Make employee safety a top priority.
Tactic 22:
Ensure reasonable accommodations for disabled employees.
Tactic 23:
Share financial information with employees.