Pearson New International Edition International pcl tp indd 1

REAL-WORLD ACTIVITIES
1. What are some similarities between work performed (1) by a restaurant manager
and a hotel manager; (2) by an amusement or theme park manager and a hotel
manager, and (3) by a private club manager and a hotel manager?
2. What factors might be of interest to you as a hotel owner considering affiliation
with a hotel franchise organization? Why do you think that hotel franchises have
grown so quickly in the United States?
3. Review the broad-based and segment-specific challenges to the lodging industry
discussed in this chapter. Which do you think are the most important? Why? Are
there elements that most of these challenges have in common?
4. What are the pros and cons of beginning one’s hotel management career in a large
hotel and in a smaller property?
5. If possible, talk with one or more front office managers or front desk agents.
Determine the types of training provided to entry-level staff. (If you are able to
contact a front desk agent, ask about additional topics that would have been help-
ful to study to more effectively prepare for the job.)
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Front Office
and the Guests: Planning
for Quality Service
From Chapter 2 of Professional Front Office Management, First Edition, Robert H. Woods,
Jack D. Ninemeier, David K. Hayes, Michele A. Austin. Copyright © 2007 by Pearson Education, Inc.
Published by Pearson Prentice Hall. All rights reserved.
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Chapter Outline
LODGING AS A GUEST SERVICE BUSINESS
DEVELOPING A QUALITY CULTURE