Page 168 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Unit 6: Technology for Customer Relations

manager sets the goals, objectives, and standards for all departments to follow. The assistant Notes
manager offers the various department heads additional insight into meeting the operational
needs of the establishment. The controller supplies valuable accounting information to the front
office manager as feedback on current performance and meeting budgetary goals. The food and
beverage manager, housekeeper, and plant engineer provide essential services to the guest.
Without cooperation and communication among these departments and the front office,
hospitality cannot be delivered. The director of marketing and sales develops programs to
attract guests to the lodging property. These programs help the front office manager sell rooms.
The human resources manager completes the team by providing the front office with competent
personnel to accomplish the goals, objectives, and standards set by the General Manager.

Job Analysis and Job Description

A job analysis, a detailed listing of the tasks performed in a front office manager’s job, provides
the basis for a sound job description. A job description is a listing of required duties to be
performed by an employee in a particular position. Although almost nothing is “typical” in the
lodging industry, certain daily tasks must be performed. A job analysis is useful in that it allows
the person preparing the job description to determine certain daily procedures. These procedures,
along with typical responsibilities and interdepartmental relationships involved in a job, form
the basis for the job description. The future professional will find this management tool very
helpful in preparing orientation and training programs for employees. It also helps the human
resources department ensure that each new hire is given every opportunity to succeed, by
laying a foundation for a job specification. The following is the job analysis of a typical front
office manager:
7:00 Meets with the night auditor to discuss the activities of the previous night. Notes any
discrepancies in balancing the night audit.
7:30 Meets with the reservation clerk to note the incoming reservations for the day.
8:00 Greets the first-shift desk clerks and passes along any information from the night
auditor and reservation office. Assists desk clerks in guest check-out.
8:30 Meets with the housekeeper to identify any potential problem areas of which the front
office staff should be aware. Meets with the plant engineer to identify any potential
problem areas of which the front office staff should be aware.
9:00 Meets with the director of marketing and sales to discuss ideas for potential programs
to increase sales. Discusses with the banquet manager details of groups that will be in-
house for banquets and city ledger accounts that have left requests for billing disputes.
9:30 Checks with the chef to learn daily specials for the various restaurants. This information
will be typed and distributed to the telephone operators.
9:45 Meets with the front office staff to discuss pertinent operational information for the
day. Handles guest billing disputes.

11:00 Meets with the general manager to discuss the development of the next fiscal budget.
12:30 Works on forecasting sheet for the coming week.
1:00 Has a lunch appointment with a corporate business client.
2:15 Works on room blocking—reserving rooms for guests who are holding reservations—
for group reservations with the reservations clerk.
2:30 Works with the controller on budgetary targets for the next month. Receives feedback
on budget targets from last month. Checks with the housekeeper on progress of room
inspection and release.

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