Pearson New International Edition International pcl tp indd 1

3. What is your most unforgettable front office moment?
Recently there was a major blackout caused by overloading of an electricity grid that affected the East Coast of the
United States and traveled all the way to Michigan. Our front office team worked many hours during that time to take care
of our guests and each other.
4. What advice do you have for those studying about or considering a career in front office or hotel management?
My advice is to always remember that when persons have a bad experience, they tell 10 people or more. It is important to
work hard to minimize guest-related problems. It is ironic that our vision of great service is not equally acknowledged by
all guests. However, we are here to help them, and those considering a career in the industry must recognize the impor-
tance of and consistent need to do so.
638

---