Pearson New International Edition International pcl tp indd 1

Discussion Questions:
1. How important to you is the perception of the service you will receive when you
select a hotel? To what extent is service a factor that you evaluate at the con-
clusion of your hotel experience?
2. Can you think of examples of actions by hotel staff members that suggest they
recognize the importance of guest service? In contrast, what types of employee
actions suggest that service is not an important consideration?
3. Assume you are an FOM who wants to increase the quality of guest service at
the front desk. What tactics might you use and what might you say to defend
this “new” approach to a front desk agent with many years of experience who
is comfortable doing things as they have always been done?