Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
Objective 1
Explain that
effective management
of and emphasis on 
guest service is critical
to a hotel’s success.
Lodging as a Guest
Service Business
Objective 3
Describe a system to
design and evaluate 
service delivery
processes that
address guest service
expectations.
Objective 2
Provide an overview
of quality that includes
the role of managers,
suggest a model
to plan quality, and 
review quality 
components and their
impact on
competitiveness.
Objective 4
Discuss the role of 
empowerment, the
use of guest-friendly
processes, and
continuous quality
improvement in
meeting a hotel’s
quality goals.
Delivering Guest
Service through
Employees
Planning Guest
Service Processes
Developing a
Quality Culture
ROADMAP 2
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Front desk agents sell products: the hotel’s guestrooms, meeting spaces, and
other amenities. As well, they provide service by successfully addressing the
wants and needs of guests during their visits. The “right” products and services
cannot be delivered until those desired by guests have been identified, and
work processes that yield desired products and services cannot be developed
until these outputs (desired products and services) are known.
•
According to expected standards. With few exceptions, standards must be devel-
oped by the property, because they are not imposed by the government, the
hospitality industry, professional associations, or other external organizations.
The local fire department may regulate the number of persons that can occupy
a hotel’s meeting room (occupancy standard). It is the FOM, however, who
establishes standards about how long guests should be expected to wait in line
for registration and about how front desk agents should address guest com-
plaints. For example, FOMs can develop a staffing guide to schedule front desk
agents according to the forecasted number of guests who will register and
check out. FOMs can provide training to define the process to handle guest
complaints and empower their employees to make decisions about corrective
action. Service standards should be established by managers with the help of
their employees to best recognize the needs of the hotel’s guests.