Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Leadership style:
Mix of attitudes and behaviors that a supervisor can use to direct the work of
employees.
•
Autocratic managers. Autocratic FOMs like to make decisions and solve prob-
lems without getting information from affected employees. They give instruc-
tions unilaterally and expect employees to follow them. Sometimes these
FOMs use a structured set of awards (to encourage employees to follow orders)
and punishments (to discipline employees when orders are not followed). Front
office employees can easily become dependent on FOMs who are autocratic.
They may act only under FOM supervision, and they have little opportunity to
make decisions as work evolves. Autocratic managers emphasize the work and
getting it done. They are more concerned about the hotel and the front office
department and less concerned about the employees.
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