Hotel Front Office Management, 3rd Edition

C H A P T E R 2Hotel Organization and the Front OfficeManagerOPENINGDILEMMACHAPTER FOCUS POINTSAt a recent staff meeting, the general manager of The Times Hotel asked ifanyone wanted to address the group. The director of housekeeping indicatedthat he was at a loss in trying to work with the front desk clerks. He hadrepeatedly called the desk clerks last Tuesday to let them know that general• Organization of lodgingproperties• Organization of the frontoffice department• Staffing the front office• Function of the front officemanagerhousecleaning would be performed on the seventh and eighth floors on Wednesdaymorning and that they should not assign rooms on those floors to guests on Tuesdaynight. When the cleaning crew came to work on Wednesday morning, they were facedwith 14 occupied rooms on the seventh floor and 12 occupied rooms on the eighth floor.This cost the hotel several hundred dollars because the cleaning crew was from an outsourcedcontract company, which charged the hotel a basic fee for failure to comply withthe contract. The front office manager retorted that a bus group called two weeks agoand asked if any rooms were available because there was a mix-up in room rates at thebus group’s original hotel. The front office manager indicated that something must haveTLFeBOOK