Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
85

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People (staff members) are the hotel’s greatest resource.
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Employees will generally meet expectations if they have been empowered to do
so and, with encouragement, will exceed them. (Empowerment is discussed in
the concluding section of this chapter.)
Senior leaders must also establish systems that allow defects to be measured.
For example, a properly constructed and administered guest survey system that
allows hotel managers to determine and track guest input about service levels must
be available and in use. This system will enable managers and others to identify
where, if at all, additional work process study and revision is required. (The guest
survey process will be reviewed briefly later in this chapter.)