Pearson New International Edition International pcl tp indd 1

MODERN FRONT OFFICE ISSUES AND TACTICS
Now the Whole World Will Know!
In the past, a pleased or disappointed hotel guest might relay his or her experiences to a
few friends, business associates, family members, and others willing to listen. Today, how-
ever, the whole world could know! Internet Web sites (e.g., www.epinions.com and
www.tripadvisor.com) encourage hotel guests to recount their experiences for public view-
ing by anyone visiting the site. Will a series of favorable ratings increase a hotel’s business?
Will a series of less-than-favorable comments reflect negatively on a hotel? It is probably
too early to say. It is possible, however, that tomorrow’s travelers will increasingly consider
information from these and related sites as they make hotel selections.