Pearson New International Edition International pcl tp indd 1

REAL-WORLD ACTIVITIES
1. Some people say that the best way to ensure happy guests is to give them a deeply
discounted or even complimentary guestroom. Hotels cannot, obviously, do this
routinely and remain in business. Comment on the role of price as travelers select
properties, anticipate service levels, and evaluate their experiences after they
depart.
2. Front desk agents, like employees in any other business, will have bad days. If you
are an FOM talking with an employee who is having a bad day, what could you
say that will benefit the staff member and, at the same time, encourage him or her
to continue providing exemplary levels of service for guests?
3. Assume you are a hotel guest.Take an imaginary tour through a lobby and other pub-
lic areas. Along the way, note examples of positive and negative moments of truth
that can occur and indicate how they may affect your perception of the property.
4. When some FOMs train new front desk agents, they request that the employees
wear a badge stating “trainee.” What message does this give to guests checking in?
What is your opinion of the tactic? What are the pros and cons of requiring new
staff members to wear a trainee badge? Do you think guests will be more forgiv-
ing if the level of service from a trainee is less than that expected or typically
received?
5. In what situations would you as an FOM allow (empower) experienced front desk
agents to make decisions in response to unusual requests from guests? Give exam-
ples of situations that extend beyond the boundaries of the level of empowerment
that you would permit.
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Overview of the Front
Office Department
From Chapter 3 of Professional Front Office Management, First Edition, Robert H. Woods,
Jack D. Ninemeier, David K. Hayes, Michele A. Austin. Copyright © 2007 by Pearson Education, Inc.
Published by Pearson Prentice Hall. All rights reserved.
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