Pearson New International Edition International pcl tp indd 1

Discussion Questions:
1. Figure 1 and its discussion provide an example of a hotel team that is planning
ways to increase its business from business travelers and meetings. What are
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FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
tactics (other than those noted in the text) that the FOM can use to assist in this
effort?
2. Assume that you are an FOM and have just returned from a workshop about the
importance of quality when delivering guest service at the front desk. Assume also
that you want to renew a guest service emphasis in your department. Develop an
outline of the points you would make in a presentation of your plan to your staff.
3. The text suggests that it is not possible for one department in a hotel to empha-
size total quality and emphasize guest service without participation of other
hotel departments? Do you agree? Why or why not?