Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Cross-functional team:
Group of employees representing different departments within the hospitality
operation that work together to resolve problems.
Continuous quality improvement (CQI):
Ongoing efforts within the hotel to better meet (or exceed)
guests’ expectations and to find ways to perform work with better, less costly, and faster methods.
How Managers Plan for Quality
Figure 1 reviews the planning tools that hotel managers, including FOMs, should 
use to identify goals, to work toward their attainment, and to measure results. The
accompanying example focuses on business travelers. As you review Figure 1, refer 
to the definitions of these terms: vision, mission statement, long-range plan,