Pearson New International Edition International pcl tp indd 1

3. What is your most unforgettable front office moment?
Lots of things happen in Las Vegas that probably don’t happen frequently elsewhere. I vivid-
ly recall a potentially serious problem that arose when one of our guests called the front
desk. He had used his room phone to meet someone from a private escort service. By the
time the escort arrived and knocked on his door, the guest had changed his mind. He told
her so from behind his locked door and asked her to leave. Instead, she became upset,
began pounding on the door and phoned her “bodyguard” to assist in collecting the fee
($300) that was agreed on. Our guest had become frightened and called the front desk for
assistance. While this was happening, the escort was making so much noise in the corridor
outside the guestroom that we started to receive calls at the front desk from guests in
nearby rooms.
I called a staff member from our security department, and we went to the room. We sug-
gested to our guest that it would be in his best interest to pay the agreed-on fee. After some
discussion and a voiced concern that police may need to be called to resolve the matter, this
is what he did. The situation was over; the escort received payment, the bodyguard did not
need to visit the hotel to further exacerbate the situation, and the guest learned a valuable
lesson.
4. What advice do you have for those studying about or considering a career in front office or