Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
A leisure traveler may have different expectations from those of a business traveler.
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need to be increased to enable the hotel to supply the resources required to meet these
higher-level expectations.
FRONT OFFICE SEMANTICS
Employee-to-room ratio:
Number of employees relative to the number of rooms. For example, a 500-
room, luxury, full-service property may have 500 employees: a 1:1 employee-to-room ratio. A 100-room,
limited-service property may have only 25 employees: a 1:4 employee-to-room ratio.