Pearson New International Edition International pcl tp indd 1

Discussion Questions:
1. What is your reaction to the idea of renaming the front office department the
guest services department? If you were a hotel general manager, might you
make this change? Why?
2. Figure 2 includes examples of direct services delivered by hotel departments
that are coordinated by front office personnel. What are other examples?
3. Can you describe any activities that are the responsibility of the FOM but do 
not
have a direct or indirect impact on guests? Can you think of any other hotel
department that has a greater impact on guest service? If so, explain your
answer.