Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
If a hotel is impeccably maintained and service levels are high, guest satisfaction will be high.
Rob Br
imson/T
axi/Gett
y Images
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So in some cases your first impression is not a lasting impression. The beauty of
the hotel environment was quickly spoiled by the lack of a good impression of guest
service. Unfortunately, even if the first impression (the environment) was excellent
and the second impression (a hospitable welcome) also was favorable, what about all
of the other service encounters that will occur during your stay? What does (or does
not) happen as luggage is brought to your guestroom? As your telephone calls are
routed through the hotel operator? As you contact the front desk agent, perhaps
many times during your stay? All of these and related opportunities for interaction
with hotel employees will have a significant and lasting impact on your impression of
the total hotel experience.
It is not only the service attitude of the front office staff that is important; rather,
hotel employees in every department must be part of the hotel’s service delivery team.
The attitude that guest service is the highest priority must start at the top of the
organization with the hotel’s general manager and the executive committee. This
attitude must be incorporated into the hotel’s organizational culture and must be
seen in the actions of every employee, in every department, all the time.