Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Road warrior:
Term used to describe business travelers who travel frequently.
Fortunately, service does not involve significant financial resources beyond the
manager’s control or complex standard operating procedures that are too detailed to
execute consistently. Rather, service involves an attitude and a philosophy that are
within a manager’s control.
WHAT ARE YOUR SERVICE EXPECTATIONS?
Think about your own service expectations and use them to benchmark, plan, and eval-
uate basic service procedures. Consider the guest registration process. Guests will likely
have formed some impressions about the hotel before they reach the reception area. For
example, they will have seen the building’s exterior and some of its public spaces, and