Pearson New International Edition International pcl tp indd 1

3. What is your most unforgettable front office moment?
At the Marriott in Hong Kong, a guest told the concierge that he had forgotten a shopping
bag containing gifts and a camera under the seat of a public bus he had ridden on his
return from Stanley Beach. The young concierge (Joe), who had just been promoted from
bell staff, told the guest that he was sorry and said he would see if the package could be
located. The guest politely told Joe not to worry. Joe called the bus company, provided the
route and time, and asked if anything had been found. When the answer was no, Joe asked
for the bus number and its location. After completing his shift, Joe went to the bus garage,
explained the situation to the security guard, and climbed into the bus. There he found the
bag under the seat. I do not have to tell you how the guest reacted when Joe later handed
him the bag.
4. What advice do you have for those studying about or considering a career in front office or