Front_Office_Operations
.pdf
Chapter 9 – Interpersonal and selling skills
Staff development and management
6.3 Managing Front Office quality continued…
●Empowering and equipping staff. Staff need to be supported in quality performance by management. They need to be given the discretion to be flexible and take the initiative where required to meet guests' needs - without being 'punished' for breaking overly tight procedures. (This is called 'empowerment': giving staff authority, within guidelines, for the decisions they need to take to serve guests better.) They need to be provided with adequate resources (including staffing) and technology (e.g. efficient systems) to do the work that is expected of them. The hotel management can't expect them to work miracles on their own
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