Pearson New International Edition International pcl tp indd 1

Process Revision Is Ongoing
Assume that processes for guest registration and problem resolution were initially
developed with a focus on guests. Over time, though, guest preferences are likely to
change. Input from guest surveys and other sources may suggest that changes in process-
es will benefit the guests. Technologies will evolve and, perhaps, new and improved
FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
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work processes may become useful. These processes may affect what guests desire and
how products and services can be delivered most effectively. As these events indicate,
work processes that are in current use always need to be evaluated and modified.