Pearson New International Edition International pcl tp indd 1

term operation of your property’s front office?
My most significant daily challenges relate to people: hotel staff and our guests. One example
that involves both employees and guests involves service recovery when a guest becomes dis-
satisfied. Some guests will speak first to entry-level employees and then ask for the manager
(me). Others will want to speak initially with the manager (me). I always hope my response will
be similar to that of staff members if they were the initial point of contact. This typically is
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