Pearson New International Edition International pcl tp indd 1

1. What are the most important responsibilities in your present position?
My primary responsibility is to ensure that our guests are satisfied, and we do this by exceed-
ing their expectations. First, we focus on hiring the “right” hospitality professionals (people with
some with related experience). Then, we train our new staff members in a program that I am
constantly improving. Like all professionals in my position, my on-going responsibilities relate to
making decisions about how to best use the always limited human and fiscal resources we
have available to us. It is a significant challenge to attain goals that focus on consistent deliv-
ery of quality services that our guests expect and deserve.
2. What are the biggest challenges that confront you in your day-to-day work and in the long-