Front office managers supervise the activities and staff of the front desk. They are responsible for directing reservations and sleeping room assignments. Front office managers make sure that all guests are treated courteously, and that check-in and check-out periods are managed smoothly. Any guest complaints or problems are usually directed to the front desk first—managers are responsible for rectifying all criticisms before they reach the general manager. The personnel manager heads the human resources or personnel department. He or she is responsible for hiring and firing employees and works with other personnel employees, such as employee-relations managers, to protect employee rights and address grievances.