Pearson New International Edition International pcl tp indd 1

The FOM in Action: A Solution
OVERVIEW OF THE FRONT OFFICE DEPARTMENT
As a mentor, what advice might you give to a young
staff member who shows promise and expresses
an interest in a career in your department and with
your property? This is an excellent challenge,
because too often FOMs are confronted with the
opposite situation: An unmotivated staff member
has no interest in a long-term career but just wants
do the job rather than apply creativity and talents
to please the guests.
Raoul, the FOM at the Hawaiian resort, might
begin his response to Kimo by identifying steps in
planning a career:
•
Recognize that careers can be planned. You
do not need to rely on luck to obtain positions
in the same or different organizations in the
same or another industry.
•
Consider personal interests and try to find a
position that allows you to do the type of work
you like. For example, careers in the lodging
industry involve interacting with many people
(employees and guests), and Kimo enjoys
interacting with people. Kimo also likes the
challenge of doing something different
throughout each shift, and he enjoys working
with computers.
•
Consider alternatives. Raoul should advise
Kimo to talk to many employees in the hotel, to
attend community career fairs, and to think
about work responsibilities that would be in
harmony with his personal interests. Other
factors to consider include position and
career rewards, the chance to learn more
through training while on the job, and, formal
education and training opportunities in the
community.
Raoul should give Kimo time to think about these
suggestions. Then, if Kimo is still interested, they
can draft a professional development plan. For
example, Kimo might rotate between various front
office positions, and he can be assigned special
projects to learn more about specific aspects of
the department. Subsequent performance appraisals
can assess the extent to which previous plans
have been attained and address plans for further
development.
Significant time will be required from Raoul to
assist Kimo with the process just described.
However, this time will be well spent, because
Kimo will likely remain a motivated employee who
will contribute to the front office team. In addition,
some of Kimo’s peers may take an interest in the
Kimo’s professional development process. If this
occurs, Raoul’s team will be well-suited to meet
the ever-changing needs of guests.