Pearson New International Edition International pcl tp indd 1

Discussion Questions:
1. What factors other than guestroom charges would be of interest to the director
of sales and marketing as decisions are being made about the economic worth
of a meeting? How can the FOM provide assistance to marketing staff as these
decisions are made?
2. How can an FOM assist when a hotel’s business plan is focusing on an increase
in transient guest business? In meeting attendee business? In the sale of rooms
to business travelers? In sale of rooms to family travelers?
3. Assume that a guest disputes a food and beverage bill. Documentation is avail-
able indicating that these charges were, in fact, incurred by the guest alleging
the error. What should the front desk agent do?
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