Strategic management realizing the dilemma have had to decide whether front office personnel can be effective decision makers. The purpose of my research will be to study the problems management face in their effort to avoid 'gaps' in management-employee expectations and perceptions, while in a stage of transforming employees roles. Managers expect their front-office employee to be efficient and contribute to profitability. However guest expectations of good service often runs counter to what company policy defines as the limits of front office personnel's freedom to act. Statistics show that negative experiences by guests are relayed to their associates far more than positive experiences. Even though strategic managers recognize the importance of the front office in services rendered, they often feel they are caught in a trade off between company policy set by upper management and the realities of the front office. During the course of this study, it is hoped some insight will be gained that may help management to decide if it is feasible for their property to employ strategies and systems such as empowerment at their front office and lend a better understanding of the process thereby avoiding some of the pitfalls that can occur when new systems are put in place.
Library of Congress Subject Headings
Hotel management; Hotels--Decision making
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
Scott, Mark, "Front office role expectations as defined by hotel management and by front office personnel: A Comparative study" (1994). Thesis. Rochester Institute of Technology. Accessed from
RIT – Main Campus