Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Empowerment:
Act of granting authority to employees to make key decisions within the employees’
areas of responsibility.
FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
The same level of quality is expected if the front office is assisting one guest or many
guests.
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rleen F
erguson Cate/P
hotoEdit Inc.
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What is the cost of quality? Quality is not free. Rather, quality involves these costs:
•
Prevention—the cost of doing things correctly the first time
•
Appraisal—the cost of confirming that things are done correctly the first time
•
Failure (or rework)—the cost of not doing things correctly the first time