Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS LIST
Kiosk
Folio
Uniformed services employee
Night audit
Property management system
(PMS)
Subordinate
Cross-train
Career ladder
Salary
Wage
Entry-level position
Universal process of management
Direct report
Job description
Job specification
Bona fide occupational
qualification (BOQ)
Flat (organization chart)
Recruitment
Turnover rate
Internal recruiting
External recruiting
Selection
Warm-body syndrome
Bonding
Orientation
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Employee handbook
Employer-of-choice
Induction
Off-the-shelf
Upsell
Frequent-guest program
Motivate
Leadership style
Staffing
On-call
Variable labor position
Fixed labor position
Full-time (employee)
Part-time (employee)
Intranet
OVERVIEW OF THE FRONT OFFICE DEPARTMENT
FRONT OFFICE AND THE INTERNET
You can use the Internet to learn more about the topics of this chapter.
•
Type hotel guest service into your favorite search engine. Guest service sections
of home pages for an almost uncountable number of hotels will be shown.
Click on several of these and note the variety and types of guest services and
amenities that originate from or are delivered by personnel in the front office
department.
•
Type hotel job descriptions into your favorite search engine. You will discover
many Web sites that provide sample job descriptions for hotel positions,
including those in the front office. You will also discover executive search and
personnel recruiting firms that use job descriptions to seek applicants for hotel-
related positions worldwide.
•
Type hotel front office manager into your favorite search engine to learn details
about the job of a front office manager. Job descriptions for vacant FOM posi-
tions in hotels around the world will be shown. You can learn about written and
video references that provide additional education and training about the work
undertaken by FOMs.
•
Type hotel training into your favorite search engine. Thousands of Web sites
provide information about and examples of off-the-shelf training resources
directly applicable to hotel and front office management.
•
Check out a great hospitality resource to learn about a wide variety of topics
(www.hotel-online.com). When you arrive at the site, scroll down to the bot-
tom of the page where you will find this instruction: To search, enter a word or
phrase below and click on “Find it Fast.” Type in words of interest such as front
office manager or motivation.