Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Defect:
Outcome arising from a failure to meet standards. A defect can be as simple as an accounting
error by a front desk agent or as significant as an agent’s failure to take proper action when an obviously
intoxicated guest is observed in the hotel’s public areas.
•
Delivery of products and services. This element in the definition of quality
requires specific focus on the guest and a commitment to consistently deliver
service to all guests at levels that meet or exceed established quality standards.