Pearson New International Edition International pcl tp indd 1

operation of your property’s front office?
Some of the biggest challenges I face daily are guest satisfaction issues such as complaints,
communication, last minute changes, and special requests for incoming guests. The front desk
is the focal point of the hotel, and guests who encounter a problem, even if it is in a restaurant
or with room service or housekeeping, typically inform us. Sometimes these problems can be
small and they can be addressed by a front desk agent. Sometimes, however, they require the
attention of the FOM. No matter how small or large a problem is, it is always important to listen
closely to the guest, to show genuine concern, to apologize, and to take care of the problem.
Another challenge relates to last-minute changes that can involve a single guest or a 500-person
group. Regardless of the number of guests affected, it is vital to be smart and to act appropriately to
get the job done. Many issues arise on any given day that can be challenging and hectic. As a man-
ager, you must stay calm and create an action plan to take care of the situation.
In the long term, my biggest challenges are maintaining proper staffing levels and keeping
employees motivated. In the hotel industry, the level of business changes constantly. Busy months
may be followed by slow months. Sometimes it is a challenge to retain good employees during the
slow months if there are fewer work hours available. It is important to be honest with your employ-
ees so that they know what to expect during slow times and can better plan for them.
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