Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
Incentives for front desk agents provide employee motivation, which can assist FOMs in
exceeding their goals.
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FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
FOCUS ON FOMS WHO EMPHASIZE QUALITY
FOMs who emphasize quality
•
consistently give high priority to guest service;
•
know that they do not have all the answers and accept the opinions, comments, and
suggestions of others who create or deliver service in the organization and in the
department;
•
consider guest service to be the hotel’s competitive advantage;
•
recognize that if staff members are not directly serving the guests, they should be
serving someone who is;
•
solicit the commitment and assistance of all staff members;
•
include quality as part of their department’s planning efforts and identify quality-
and service-related goals to help drive the department’s planning efforts;
•
work to ensure that quality is a critical part of the front office culture;
•
use teamwork and cross-functional teams for process planning;
•
provide ongoing training;
•
empower their staff (i.e., employees are given the responsibility for quality and are
not just simply told what is expected);
•
link rewards to guest satisfaction and to financial results;
•
facilitate continuous quality improvement (CQI); and
•
consider quality to be the hotel’s guiding principle that will evolve as the hotel and
the FOM and staff travel on their quality journeys.