Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Work order:
Form used to initiate and document a request for maintenance.
With a current list of OOO rooms, the chief engineer can assess priorities and assign
staff to quickly repair rooms that are unrentable or that could detract from a guest’s
perception of the hotel.
In most cases, report analysis requires that the FOM and other readers under-
stand what has happened in the past, so that they can influence or predict what will
happen in the future. For example, assume an FOM reviews a PMS report that iden-
tifies the number of walk-ins who arrived at the hotel on each of the past 10
Saturday nights.