Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Work processes:
Series of tasks (steps) undertaken to achieve a specific purpose. A typical employee
must have the knowledge and skills necessary to perform several work processes.
FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
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Effective delivery of guest service results from an emphasis on quality through-
out the hotel. The next section of this chapter discusses the basics of quality.
FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
SECTION REVIEW AND DISCUSSION QUESTIONS
Section Objective:
Explain that effective management of and emphasis on guest
service is critical to a hotel’s success.
Section Summary:
Consumers desire value when they select a hotel. They expect
that what they pay for their hotel experience will be worth the product (room) and
service that they receive in exchange for payment. Successful hotels differentiate
themselves from others by the extent to which they have defined and meet the
service needs of their guests.