Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE LODGING INDUSTRY
the case because, first, we try to select front-line employees who genuinely want to please our
guests. Second, our staff members have been trained in procedures to effectively deliver guest
service in the first place and to effectively respond to guest service issues if they arise. I like to
address the challenges of service recovery on the relatively rare occasions when they occur. I
set self-imposed goals relating to how quickly I can turn the service from a bad experience to a
good one without giving the house away! After all, a win–win result is the most satisfying result
to the guests as well as to the property and me.
Long-term operating challenges of our property’s front office involve human resources and
technology. It is important to keep our staff members refreshed and enthusiastic about the work
they do in general and their guest contact responsibilities more specifically. Technology is also
a challenge because, as in most properties, not all systems are interfaced. I know that the time-
share industry and our suppliers are working aggressively to address this issue. Our situation is
compounded by the need to manage and track points based on time-share and exchange com-
mitments. It is a challenge to keep up with the changing needs of our customers (both vacation
exchange companies and our guests), and I hope tomorrow’s technology will allow information
flow to occur seamlessly.