Pearson New International Edition International pcl tp indd 1

REAL-WORLD ACTIVITIES
1. Explain the difference between front-office accounting and back-office account-
ing. What is the FOM’s role in planning policies and procedures applicable to
both? What is the role of the controller? What types of information about front-
office accounting should be taught to front desk agents as part of their initial
training program?
2. The chapter describes a wide range of bookkeeping responsibilities of the front
office. Give some examples of accounting procedures that must be undertaken by
front office personnel.
3. Assume that a guest with a guaranteed reservation is a no-show. Develop a com-
plete list of PMS data and statistics that will be affected if the no-show guest is
charged for the room night. What data are affected by a no-show guest who is not
charged for the room night?
4. A housekeeper discovers significant damage to a room’s furniture and furnishings
after a guest has checked out. In accord with the hotel’s procedures, the guest’s
credit card is charged several thousand dollars for the damage. The guest calls the
hotel’s general manager and profusely denies any knowledge about the damage.
What should the general manager do? What role, if any, should the FOM have
in the process of deciding what to do? Assume that the total amount of damages
could not be authorized on the guest’s payment card. What should the general
manager and FOM do in this instance?
5. A business traveler stays at the hotel at least once weekly and, because of this fre-
quency, has received a very competitive rate. On almost every stay, the guest com-
plains at time of check-out about a relatively minor problem and requests an
adjustment to the bill. What, if anything, should the FOM do?