Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
Focus on
Guests
Emphasis on
Quality
Emphasis on
Work Process
Improvement
Guest Satisfaction
Increased Revenue:
• Higher Rates (Value)
• Incremental Sales
• Repeat Business
• Increased Guest Base
Increased Competitiveness:
• Higher Profit Levels
• Increased Market Share
• Survival in the Marketplace
Reduced Operating Costs:
• Rework Is Reduced
• Unnecessary Work Is 
Eliminated
Focus on
Guests
Top-Level
Leadership
(Executive
Committee)
FIGURE 2
Model for quality.
SECTION REVIEW AND DISCUSSION QUESTIONS
Section Objective:
Provide an overview of quality that includes the role of man-
agers, suggest a model to plan quality, and review quality components and their
impact on competitiveness.
Section Summary:
Quality is the consistent delivery of products and services
according to expected standards. Hotel managers must share their vision of and
emphasize the philosophy of quality. They must provide the support, time, money,
training, and other resources necessary to plan for and implement quality work
processes. As they find ways to increase guest satisfaction and remove defects
from work processes, revenues will increase, operating costs will decrease, and
the property will be competitive and successful.