tailieunhanh - Lecture Hotel management and operations (5th Edition): Chapter 4.2 - Michael J. O'Fallon, Denney G. Rutherford
The exciting atmosphere of a hotel lobby often intrigues students of hotel management. People from all walks of life and corners of the world cross paths to discuss and share ideas, greet family and friends on special occasions, attend conferences to debate issues, or discuss business deals. | A Day in the Life of the Front Office Manager Garry Dickover Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction It’s 6:00 . on a Saturday morning. It’s 7:00 . – the drive to work is an easy one. Arrives to work and sees that the checkouts have already started. Scans the grounds for trash Examines windows for cleanliness Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. The front drive is the first and last thing a guest sees, so it has to be looking good. It’s 7:50 . and Dickover makes his walk back to the front office. Always makes it a point to greet people and wish them a good morning. It sets the stage for the day. A good department head recognizes his or her associates. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. Attends a preshift meeting. Notices tension on the staff’s faces. The staff knows that they have to oversell the hotel, even though it causes stress. The FOM has to be active in the forecast meeting to ensure that you are not “sold up the river,” meaning overcommitted by the sales staff. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. Relationship building is also a very important job for the FOM. It is where trust is established. Reviews the plans with the desk managers for the sold-out night. Checks availability at other hotels. 8:45 ., off to the preconvention meeting. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. At the meeting, formal introductions are made. Discuss the individual departments and what relationships they will have with the group. Makes his way back to the front office, while bumping into the resident manager. It is important to know what your boss is going to ask you, so be prepared. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. When Dickover gets back to his office, there are a couple of associates waiting to talk | A Day in the Life of the Front Office Manager Garry Dickover Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction It’s 6:00 . on a Saturday morning. It’s 7:00 . – the drive to work is an easy one. Arrives to work and sees that the checkouts have already started. Scans the grounds for trash Examines windows for cleanliness Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. The front drive is the first and last thing a guest sees, so it has to be looking good. It’s 7:50 . and Dickover makes his walk back to the front office. Always makes it a point to greet people and wish them a good morning. It sets the stage for the day. A good department head recognizes his or her associates. Copyright © 2011 by John Wiley & Sons, Inc. All rights reserved Introduction Cont. Attends a preshift meeting. Notices tension on the staff’s faces. The staff knows that they have to oversell the hotel, even though it causes stress. The FOM has to
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