Hotel Front Office Management, 3rd Edition

62 CHAPTER 2: HOTEL ORGANIZATION AND THE FRONT OFFICE MANAGERployees, equipment, room inventory, finances, and sales opportunities. After analyzingthese resources, the front office manager can direct the department more effectively; theobjectives of making a profit and delivering hospitality to the guest can be achieved moreeasily.The functional role of the front office manager can be understood by preparing a jobanalysis and job description. This process allows the future professional to see the majorresponsibilities of the job and the various departmental relationships involved.The many positions found on a front office staff have the common goal of providinghospitality to the guest. Training, empowerment, and flexibility are necessary to makethe team work.Forecasting, scheduling, developing a supervisory style, motivating personnel, balancingstaff personalities, delegating tasks, training, and effectively communicating are onlya few of the skills a good supervisor must master. It is a lifelong effort developed throughcontinuing education and trial and error.End of Chapter Questions1. If you are employed in the hotel industry, sketch the organization chart of the propertywhere you work. Have you seen this hierarchy change since you have beenemployed there? If so, what do you think caused this change?2. Compare the organization of a full-service hotel and a limited-service hotel. How cana limited-service property operate with such a seemingly minimal staff?3. If you are employed in the hotel industry, describe the tasks your general managerperforms on a daily basis. Describe the tasks your department director performs ona daily basis. What relationship do both of these departments have to the overallsuccess of the hotel?4. How are the positions in a front office organized? Describe the positions found at afront office in a full-service hotel. Which positions are most crucial to providing guestservice?5. If you have ever worked in a front office in a lodging property, summarize what youthink the front office manager does. If you have not worked in a front office of ahotel, you might want to visit with a front office manager and ask for insight intothis position.6. What are the resources available to the front office manager? Rank the importanceof these resources in providing service to guests and supervising employees.7. How does the front office manager relate to other members of the hotel managementstaff? Give examples.TLFeBOOK