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  • FO Management

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    jamal
    8 views23 pages
    The document outlines the key responsibilities of a front office manager (FOM) which include dealing with guests and employees, training and supervising staff, solving problems and making decisions, budgeting and controlling expenses, ensuring quality guest service, complying with hotel policies and procedures, and ensuring compliance with local registration laws. It also discusses the importance of effective guest communication through various channels like logbooks, reports, and technology. The FOM must develop employee programs that meet their needs to achieve desired behaviors and results. Examples of rewarding employees include letters, certificates, recognition events, and financial incentives.

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    2. FO Management

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    The document outlines the key responsibilities of a front office manager (FOM) which include dealing with guests and employees, training and supervising staff, solving problems and making decisions, budgeting and controlling expenses, ensuring quality guest service, complying with hotel policies and procedures, and ensuring compliance with local registration laws. It also discusses the importance of effective guest communication through various channels like logbooks, reports, and technology. The FOM must develop employee programs that meet their needs to achieve desired behaviors and results. Examples of rewarding employees include letters, certificates, recognition events, and financial incentives.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    8 views23 pages

    FO Management

    Uploaded by

    jamal
    The document outlines the key responsibilities of a front office manager (FOM) which include dealing with guests and employees, training and supervising staff, solving problems and making decisions, budgeting and controlling expenses, ensuring quality guest service, complying with hotel policies and procedures, and ensuring compliance with local registration laws. It also discusses the importance of effective guest communication through various channels like logbooks, reports, and technology. The FOM must develop employee programs that meet their needs to achieve desired behaviors and results. Examples of rewarding employees include letters, certificates, recognition events, and financial incentives.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 23

    •

    •
    •
    •
    Deal effectively with guests and
    employees/Communication

    Training / supervise staff /lead by example

    Solve problems, make decisions, take action

    Budgeting /Controlling Expenses/ Goals

    Quality/ Guest Service

    Comply with hotel’s policies and procedures

    Ensure that local registration law is respected

    Organize/Prioritize
    Guest Communications

    One of the most important skill lthat a FOM should have.

    Appropriate language and body language: in person,


    greeting and their attitude

    Professional approach

    Several channels to communicate with Guests.

    Logbook / Briefing reports / Transaction file.

    Every FO member may access to events, requirements,


    decision or incidents occured in every shift.

    Work transactions systems and devices


    •

    •
    The occupancy rate / percentage

    The average length of stay

    Patterns of activity

    Type of hotel (leisure, business, luxury,…)

    AvailableTechnology

    Type of contracts in your location.


    Cover 24 hours 3 shifts (8 hours
    service each)

    Early Shift (AM): Late Shift (PM): Night Shift:


    Starting at 07:00 - Starting at 15:00 - Starting at 23:00 -
    08:00 16:00 00:00

    Would you need


    Identify the main
    the same number Middle Shift or Split
    “peaks” during the
    of FOAs for each Shift
    day
    shift?
    A manager on duty always
    (assistant manager/supervisor/shift leader)

    Night Shift days off to be covered


    (days off covered by one person and off right
    after)

    Entitled days off per employee


    (Weekends, requested days)

    Keep a pattern in work shifts (try!)


    (One week am shift /next pm shift)
    Part-Time Scheduling:

    Flextime Scheduling

    Compressed Schedule

    Job Sharing
    •

    •
    ✓
    ✓
    ✓
    •

    •
    ✓
    ✓
    •
    Guest
    Revenue
    Satisfaction
    •

    •
    •
    •
    •
    •
    The FOM must know what
    The FOM must work with
    the employee really wants
    RDM, GM and HR to
    and develop a way of
    develop effective
    meeting these needs in
    programs that meets
    return for the desired
    employees’ needs.
    behavior.

    Examples of Rewarding
    • Gift certificates
    • Commendation letter / Honnors letter
    • Special parking privileges
    • Certificates of appreciation
    • Public recognition (social media)
    • Public Photo display
    • Financial rewards
    • Recognition dinners or events
    • Extra Days off

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