Pearson New International Edition International pcl tp indd 1

Discussion Questions:
1. Select several hotels within your area. What types of factors are likely to
increase and decrease their room demand on specific dates?
2. What, if any, tactics can an FOM use when he or she notices that the number
of no-shows is increasing?
3. Assume that an FOM knows in advance that the hotel is likely to be sold out dur-
ing a specific time period. What, if any, tactics can the FOM use to help ensure
that guests who reserve rooms several days before the sellout period will not
become overstays?
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FRONT OFFICE SEMANTICS
Block:
Rooms reserved exclusively for members of a specific group. A block consists of all rooms held
(reserved) by the hotel for the exclusive use of that group. To set aside rooms in this manner effectively
creates a “block” of reservations for the group. Sometimes referred to as a 
group block.
To predict the actions and behaviors of transient guests, FOMs use information
from internal and external sources. When predicting the actions of groups, FOMs
consider that group’s specific group history as well as the number of rooms the group
has already reserved at the hotel (its booking pace).